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FAQ

Do you have any questions?

How much is Shipping or Postage?

Shipping & Postage cost vary depending on your location and items chosen. Our standard insured shipping rates for most items start at $4.95 AUD or approx. $3.70 USD.

Why didn't my order arrive all together in the one package?

At times our orders are shipped from various international warehouses and are distributed through multiple fulfillment centers throughout the world in order for you to receive your products faster.

Therefore orders containing multiple items may be shipped individually, meaning you may receive one item before the next.

However don't panic if you don't receive all of your items at once, as the others are on their way. If you don't receive all your purchases within 4 - 5 weeks, please contact us to look into your shipment.

Do you ship internationally?

Yes, we ship to most countries worldwide. However if in doubt please contact us prior to ordering.

How long will it take for my order to be delivered?

Please allow 1-2 business days for the processing of your order, after which your order will be ready to be shipped. It usually takes a maximum of 7-20 business days for shipping to the United States, Australia, New Zealand, and 15-26 business days for most other countries.

During festive periods and national holidays such as Easter, Christmas, etc. an additional delay of 7-9 working days may be experienced as customs clearance offices and post offices are often overloaded with parcels during these very busy periods.

How can I track my package?

We will send you a tracking number when your order ships. Simply visit our tracking page and enter the tracking number we supplied you with to see the shipping status of your package.

Once the tracking confirms a package as delivered, Twisted Wire is not longer responsible for the package.

Why can't I track my order on?

Please note that tracking information will usually be displayed after 2-5 days after being updated. Therefore, if you can't find the tracking information about your package, please try 1-2 days later.

Why isn't my shipping status updating?

Your shipment may be delayed for a variety reasons. Common delays can be due to weather incidents, customs or backlogs.

Help! There's a problem with my shipment!

If there's an issue with your package, please contact our Support Team. Be sure to include your order and tracking numbers, a brief explanation of the problem, and any other relevant information.

Customs Charges

The value and shipping information is printed on a sticker on the outside of the package when your order is shipped. We will generally mark the package as a gift for our customers.

BUT duties and taxes are calculated and may be charged by customs officials in your country.

As such, they are beyond our control. As the importer of record, you are responsible for duties, taxes, and any other charges that your country may choose to impose for the import.

How much will customs charges be for my country?

As charges are individually assessed by your country’s officials upon import, we are unable to provide an estimate on how much you may be charged for customs. Charges vary from case to case.

Instead, please try contacting the customs officials in your country to get a better idea of what the customs charges may be for your order.

www.dutycalculator.com/new-import-duty-and-tax-calculation


ORDERS

What is your refund policy?

Twisted Wire has a 60 day refund policy. If you are not satisfied with your order for any reason, simply contact us for return instructions and a refund. Return postage is to be paid by you.

Please note we can only accept returns that are unopened, unused and in its original packaging.

What if I received a damaged product?

We will always try to source the best quality products for our customers. However, there may be factors that have resulted in your product being damaged during transit.

If you have received a defective/damaged item, please contact us by sending an email to support@twistedwire.co and let us know your problem.

Please don't forget to attach photos/videos which can clearly show the issue.



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