Contact Us

Contacting Us

For inquiries about Twins products, email us at support@twins-special.com during business hours (9 AM–5 PM Pacific Time, Monday–Friday). We aim to respond promptly to ensure your satisfaction.

Item Availability and Shipping

Orders are billed immediately upon confirmation. Shipping times vary based on holidays, peak periods, or your selected method. Note that listed shipment times reflect when items leave our warehouse, not delivery dates. Delivery depends on your shipping method and location.

Release Date Items

Pre-order Release Date items are available before their public sale date and ship once the release date arrives. You’ll receive email updates on their status, with expected shipment dates shown on the Product Detail page.

Order Cancellations

Orders may be canceled by our system due to:

• Unavailable items

• Payment processing issues

• Invalid shipping address

• Duplicate orders

You’ll receive an email explaining any cancellation. Canceled orders cannot be reinstated; you must place a new order. Contact support@twins-special.com for alternative product recommendations.

Customer-Requested Changes/Cancellations

Once you submit an order, cancellations are not possible unless:

• Payment processing fails (email us to cancel).

• Items are backordered (you may cancel backordered items only).

For order errors (e.g., wrong product) or exchanges, email support@twins-special.com immediately.

Order Email Notifications

You’ll receive emails about your order, including:

• Order Confirmation: Confirms receipt with your order number.

• Shipment Confirmation: Notifies when items ship (multiple emails if items ship separately).

• Important Notices: Alerts about issues like payment problems, address issues, or cancellations. Respond promptly to these via support@twins-special.com.

Keep these emails for reference.

Payment Methods

Accepted payments:

• Credit Cards: American Express, Discover, MasterCard, Visa

• PayPal

• Bank Transfer

Not accepted:

• CODs

• Layaway plans

Payments are charged immediately. For security, billing details must match your payment method. Orders failing this check may be canceled.

Sales Tax and Customs

We charge sales tax on orders shipped to California, as required by state law. Gift certificate purchases are tax-free, but items bought with them may be taxed if shipped to California. International customers are responsible for customs, tariffs, or other import fees; consult local authorities for details.

Discounts and Gift Certificates

To redeem promotional codes or gift certificates:

1. Enter the code (case-sensitive) in the “Gift Certificates and Discount Codes” box on the Payment page during checkout.

2. Click “Apply” to see the discount reflected.

PayPal Payments

PayPal offers a secure payment option via www.twins-special.com. Pay with your PayPal balance, credit/debit card, or bank account. Your financial details remain private. After selecting PayPal at checkout, you’ll be redirected to paypal.com with 25 minutes to complete payment. Returns for PayPal orders must be mailed, not brought to stores. Visit the PayPal Help Center for more details.

PayPal Security

PayPal uses advanced fraud prevention to protect your data, ensuring recipients never see your card or bank details. Register for a PayPal account by providing your address and login details.

Secure Shopping Guarantee

We use Secure Socket Layer (SSL) encryption to protect your order details. Our Secure Shopping Guarantee covers unauthorized charges from purchases on www.twins-special.com. Notify your card provider per their rules if issues arise. We cover liability up to $50 if your bank holds you responsible for fraudulent charges, provided the issue isn’t your fault.

Checking Order Status

Track open orders on our website’s tracking page, accessible after logging in with your email and password. Order details may take up to 1 hour to appear post-submission. Shipped orders display a tracking number (if available), which may take 48 hours to activate in the carrier’s system.

Tracking Your Order

Tracking numbers are assigned at our warehouse and appear in your order history, but carrier systems may take 48 hours to update. Some carriers or shipping methods don’t offer tracking; in these cases, your order history provides status updates without tracking details.

Finding Order Status

• Check Email: Status updates are sent to the email provided at checkout.

• Visit Website: Track orders anytime via the tracking page.

• Contact Us: Email support@twins-special.com for assistance.

Order Status vs. Tracking

Order status, provided by www.twins-special.com, tracks progress from placement to warehouse departure. Tracking information, available after shipping, is provided by carriers (e.g., FedEx, USPS, UPS) and may take 48 hours to update.