Returns, Refunds, Production & Shipping Policy
It is very important you read the description of each item before you place your order. There is a sizing chart available on site to help you choose your correct size. It's also vital you supply us your correct shipping information before finalizing the order.
At this time, we do not accept returns for any reason because as mentioned earlier because we do not hold inventory or stock for as order are made to order. If you wish to make a correction on your order, please contact customer service within 24 hours from the time you submitted your order form. We normally send your order information immediately to our production facility but if you contact us within the indicated timeframe, we will still be able to make your requested amendments.
If you receive the wrong order, or the item is damaged upon arrival, we offer a 30 day return policy, which means you have 30 days after receiving your item to request a return. If the error was ours, you do not have to physically return the item but, you must include a picture as proof of the wrong order or damage goods. If your return is accepted we'll send you the correct items. Or in this instance, if you wish to claim a refund for the these items, see below for our Refund Policy,
To start a returns claim contact us at email@example.com.
Please kindly email us as soon as possible. You must have notified us within the 30 days for this to apply.
Refunds ( if applicable)
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Production & Shipping
Currently ShockTwist ships locations within the United States. Standard apparel typically ships in 5-7 business days form our production partner. Mugs, sublimation and custom hand-made products may take around 10-12 business days to ship.
You will receive a confirmation email with a tracking number to the same email address used to place the order.
The shipping fee will be included in your final bill. Unless it was waived due to promotion. Shipping fees are non refundable and will be deducted from the cost a refund.
ShockTwist will do it's best to help resolve any issues, and achieve customer satisfaction.
- I got the wrong shirt. How can I get my correct order?
In the event of a wrong order, please contact Customer Service at firstname.lastname@example.org . We will ask you to take a picture of what you have received for verification purposes. We will then check our records to verify your claim. If we made the mistake, we will go ahead and send you your correct order. You do not have to send the wrong product back to us..
- I received a defective or damaged product. What do I do?
Please contact Customer Service at email@example.com. We will ask you to take a picture of what you have received for verification purposes. If we made the mistake, we will go ahead and send you your correct order. You do not have to send the wrong product back to us. If this was our error, we will send you the correct order. Or, if you decline our offer you will receive a refund for the cost of the goods, excluding shipping.
- I ordered the correct size but it's a bit small/large can I return it and exchange it to a different size?
Unfortunately, ShockTwist is currently unable to process a return and exchange due to size because we do not hold inventory or stock.
- I entered the wrong address information. Can I still correct it?
We can try to make corrections to your order within 24 hours from the time that you submitted your order form. If you request for the corrections after 24 hours, we will no longer be able to update it on our end. You will then have to wait for your order to be shipped to you.
- I just made an order but I changed my mind and I'd like to cancel it.
Please order carefully. You should contact us in the first 24 hours since placing your order , we will do our best to help you out and cancel your order if possible. Please contact Customer Service at at firstname.lastname@example.org .
- I made an order 3 days ago and since it hasn’t been shipped yet. I'd like to cancel it.
Please know that all our shirts are made-to-order. Orders are sent to production within 24 hours from the time your they are placed. After 24 hours, we can no longer try to cancel your order. Please bear in mind that production time may take 5-7 business days but delays may occur during holidays.
- What's the ETA of my order?
An ETA can only be provided when your order has been released from production and transferred to the courier. The current turnaround time for production is 5-7 business days plus 3 business days for shipping.
- I received the shipping notification but I still haven't received my order.
Please contact the shipping company to check on your order. The tracking number is provided in the shipping notification that you have received. If your package was lost in the mail or missing, then contact customer service at email@example.com, and we will try to help find the order for you.