Support

Contact Us

Thank you for choosing Twins products. Reach us via email at support@twins-special.com during business hours, 9 AM–5 PM Pacific Time, Monday through Friday. We’re here to assist you promptly.

Item Availability and Shipping

Orders are charged upon confirmation. Shipping times may vary due to holidays, peak seasons, or your chosen method. Note: Expected shipment dates indicate when items leave our warehouse, not when they arrive. Delivery times depend on your shipping method and destination.

Pre-Order Release Items

Pre-order items, available before their public release, ship on the specified release date. Check the Product Detail page for expected shipment dates, and we’ll notify you via email with status updates.

Order Cancellations

We may cancel orders due to:

• Item unavailability

• Payment processing issues

• Invalid shipping address

• Duplicate orders

You’ll receive an email explaining any cancellation. Canceled orders cannot be reinstated; please place a new order. For alternatives to unavailable items, email support@twins-special.com.

Customer-Requested Changes/Cancellations

After submitting an order, cancellations are not allowed unless:

• Payment processing fails (email us to cancel).

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

For order errors or exchanges, contact support@twins-special.com immediately.

Order Notifications

You’ll receive email updates, including:

• Order Confirmation: Confirms your order with the order number.

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

• Important Notices: Alerts about issues like payment failures or cancellations. Respond quickly via support@twins-special.com.

Keep these emails for your records.

Payment Options

Accepted payments:

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

• PayPal

• Bank Transfer

Not accepted:

• CODs

• Layaway plans

Payments are processed immediately. Billing details must match your payment method, or the order may be canceled for security.

Sales Tax and Customs

We charge sales tax for orders shipped to California per 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 fees, tariffs, or other import costs; check with local authorities.

Discounts and Gift Certificates

To redeem codes:

1. Enter the case-sensitive code in the “Gift Certificates and Discount Codes” field during checkout.

2. Click “Apply” to view the discount in the payment summary.

PayPal Payments

PayPal offers secure payments on www.twins-special.com. Pay using your PayPal balance, credit/debit card, or bank account without sharing financial details. Select PayPal at checkout, then complete payment on paypal.com within 25 minutes. Returns for PayPal orders must be mailed. Visit the PayPal Help Center for support.

PayPal Security

PayPal’s advanced fraud prevention ensures your data’s safety, keeping your card and bank details private. Create an account with your address and login details.

Secure Shopping Guarantee

We use Secure Socket Layer (SSL) encryption to protect your data. Our Secure Shopping Guarantee covers unauthorized charges from www.twins-special.com purchases. Notify your card provider per their rules. We cover up to $50 in liability for fraudulent charges if not your fault.

Order Status

Check your order status on our tracking page after logging in with your email and password. Order details may take 1 hour to appear. Shipped orders show a tracking number (if available), which may take 48 hours to activate with the carrier.

Tracking Orders

Tracking numbers are assigned at our warehouse and appear in your order history, but carrier updates may take 48 hours. Some shipping methods or carriers don’t offer tracking; your order history will still provide status details.

Finding Order Status

• Email: Check for status updates sent to your checkout email.

• Website: Track orders anytime on our tracking page.

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

Order Status vs. Tracking

Order status, provided by www.twins-special.com, tracks progress until items leave our warehouse. Tracking, provided by carriers (e.g., FedEx, USPS, UPS), begins after shipping and may take 48 hours to update.