Shipping policy

• Twinki-Winki totes, tees, backpacks, prints, mugs, pillows, towels, blankets, and laptop cases:
All these groovy Twinki-Winki products are made just for you. That’s because these products are made POD (print-on-demand). This means it doesn’t get made until it gets ordered. Twinki-Winki works with a POD order fulfillment company with facilities worldwide. So depending on where you are, your orders are printed and shipped from the facility that can do it most efficiently.

In most cases, it takes 3–7 days to fulfill an order, and 6-8 days to ship it to you. The shipping time depends on your location, but can be estimated as follows:

USA: 3–4 business days        
Europe: 6–8 business days        
Australia: 2–14 business days     
Japan: 4–8 business days    
International: 10–20 business days

• Twinki-Winki boa scarves:
Your no-fuss fabulous Twinki-Winki boa scarves are one of a kind and made by Alex Mitchell in Madrid, Spain. They are made in limited quantities and shipped from Spain via UPS Express. Expect 10-14 business days total for fulfillment and shipping of your order. The exact shipping time depends on your location but it’s typically three days.

Please note:
When orders aren’t able to be delivered by the carrier, in most cases it’s because customers provide an address that’s incorrect or incomplete. Please be careful and double-check that you’ve added the correct address.


TRACKING YOUR ORDER - Where is it?
When your order has shipped, you’ll receive an email notification that will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available. If you have any questions about your tracking or shipment, get in touch at customerhappiness@twinkiwinki.com.

Make sure to not only check the tracking link provided in the shipping confirmation email, but also on the website of your local postal service. If, for example, you live in France and your order is coming from Spain, you can use the same tracking number to check for your order via the French postal service website.

Checking on the website of your local postal service for the status of your package is often the best way to go, because you’ll see more detailed updates about where your package is once it’s in your state/country. In some cases, your local post office may be holding your package for you. So, it’s always a good idea to check on their website.


RATES - How much?
• Twinki-Winki totes, tees, backpacks, prints, mugs, pillows, towels, blankets, and laptop cases:
Shipping rates depend on shipping category and region. The shipping category is based on the dimensions, weight, and packaging of the items ordered. For this reason, please note that some items will ship separately from other items in your order. For example, mugs won’t ship together with tees because they have their own special packaging and get their own rates.

Depending on where you are, your orders are printed and shipped from the facility that can do it most efficiently. Shipping rates are calculated and displayed at checkout.

• Twinki-Winki boa scarves:
Twinki-Winki offers free shipping for Twinki-Winki boa scarves to the US or Europe, and $50 flat rate shipping to all other regions.

• About customs:
An additional customs and tax fee can occur on international orders. This fee is not in our control and is assessed by your local customs office. Customs policies vary widely for every country so please check with your local customs office directly to see if they apply duties and taxes to your purchases.


PACKAGING
• Twinki-Winki totes, tees, backpacks, pillows, towels, blankets, and laptop cases are packaged by our POD order fulfillment company. Each item is packaged in its own polymer bag, which is then placed in a polymer mailer. The poly bags are are made of low-density polyethylene and are fully recyclable. Yay! Larger quantities are packaged into corrugated cardboard boxes.

• Twinki-Winki art prints are packaged in cardboard boxes by our fulfillment partner. Art prints are rolled up and packaged in triangular boxes that avoid the use of plastic caps, and ensure safe delivery without any creases or damages.

• Twinki-Winki mugs are are packaged in cardboard boxes by our fulfillment partner. Each mug is packaged in its own tight-fitting box that keeps it secure in the center. Multiple mugs are combined in one cardboard box.

• Twinki-Winki boas are packaged in round see-through boxes that are covered in bubble wrap and placed in individual cardboard boxes.

If you have questions about the packaging for larger orders, please get in touch at customerhappiness@twinkiwinki.com.


WAITING FOR YOUR ORDER- I never got it!
If you haven’t received your order, please do the following before sending us an email:
• Check your shipping confirmation email for any mistakes in the delivery address.
• Ask your local post office if they have your package.
• Stop by your neighbors in case the courier left the package with them.

If the shipping address was correct, and the package wasn't left at the post office or at your neighbor’s, get in touch at customerhappiness@twinkiwinki.com with your order number.

If you did find a mistake in your delivery address, we can send you a replacement order, but shipping will be at your own cost. 



DAMAGED PRODUCT - It’s broken!

We’re so sorry if the product you ordered arrived damaged. To help us resolve this for you quickly, please request a refund within 7 days of receiving your order by emailing customerhappiness@twinkiwinki.com. Make sure your email contains information about the product you purchased, the date of the purchase, and the email and name associated with any such purchase. In addition, please include your order number and quality photos of the damaged product.

For more information about returns, refunds, and exchanges please refer to the Refund Policy.


WRONG PRODUCT - That’s not my order!
We’re so sorry if you received a different product from the one that you ordered. To help us resolve this for you quickly, please request a refund within 7 days of receiving your order by emailing customerhappiness@twinkiwinki.com. Make sure your email contains information about the product you purchased, the date of the purchase, and the email and name associated with any such purchase. In addition, please include your order number and quality photos of the wrong product received.

For more information about returns, refunds, and exchanges please refer to the Refund Policy.