SHIPPING, RETURN & EXCHANGE POLICY

ORDER PROCESS

 

Orders are processed Monday through Friday, with the exception of holidays. Every effort is made to ship within 5 business days for in-stock orders. If you require something urgently, please contact us so we can expedite your order.

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• IN-STOCK orders typically will ship within 5 business days. These are items that are NOT pre-order.

• Orders placed on the weekend or on holidays will begin to be processed the following business day.

• As much as we try to adhere to these order processing times, sometimes we may need an extra day to get things shipped. This is especially true during the holidays and other high-volume times.

• PRE-ORDER items are usually shipped within 3 months from the day you give your payment/deposit.

• In the event that there is a delay with your order, we will contact you as soon as possible.

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SHIPPING POLICY - USA SHIPMENTS

 

Shipping rates vary depending on weight and location.

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All of our items are shipped via UPS. Please make sure the shipping address used is verified and error-free. We are not responsible for items shipped to an incorrect address.

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Shipping Options:​

• UPS Ground (1-5 business days from ship date)

• For UPS Expedited services, please contact us to get a quote

• Factory Pickup (we're in Arlington, TX)

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Once the package is released to the courier we have no control over how long it may take to be delivered but most orders are delivered within the courier's estimated timeframe. Any delivery times described on our website or social sites is an estimated time given by the shipping companies to us and is not a definite time of arrival. Delivery time depends on the location of where the package is being delivered to. During the holidays, high volume times, or weather events the couriers can be delayed.

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Other Shipping Information:

Please take into account the following information regarding shipping times and costs.

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• We ship from a central US location in Arlington, Texas.

• A tracking number will be provided to you via email no later than 3 business days after your order ships.

• UPS cannot ship to P.O. Boxes. If you require your items be shipped to a P.O. Box, USPS will be used for your shipment. Please contact us to let us know so we can accommodate your request. USPS ship times are longer than usual as we do not have regular pickups and packages are dropped off once every week when necessary.

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SHIPPING INSURANCE - WorryFree Delivery

Twinstone Hats has partnered with Seel to provide you with the cheapest and most efficient way to cover your packages. If you purchased Worry-Free Delivery with your order, you can report an issue within 7 days of delivery through the Seel Resolution Center. Initiate the request using your email and order number found on the confirmation email.

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Damaged Items, Lost or Stolen Packages

Please inspect all packages quickly after delivery. Damaged items, lost, or stolen packages must must be reported to us within 7 calendar days of delivery to qualify for coverage. 

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Damaged Item(s) Process:

• Inspect package items and submit your claim within 7 days if anything arrived damaged.

• Take photos of the damaged item(s) and the shipping box.

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What supporting documents are required for a damage coverage request?

Filing a claim for damage requires shoppers to visit the Seel Resolution Center to initiate the request. When the item(s) are damaged during transit, we need to evaluate the nature, cause, and impact of damage. To file and qualify for a claim of damage, in most instances, the following supporting documents are required:

- Clear photo(s) of the carrier packaging and product package (if applicable)
- Clear photo(s) of how the item(s) are damaged

The payout amount for damage is determined by the evaluation of the photos, up to 100% of the purchased value, depending on how the severity of the damage affects the usability of item(s), therefore the supporting documents provided directly affect decisioning.

Note that damage to the exterior packaging - without affecting the item(s) inside- as well as, pre-shipment item defects are not covered.

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Lost Package Process:

• If the courier marked your package as delivered please make every effort to look for your package around your home. This can include behind gates, planters, etc.

• Domestic packages not delivered within 30-days from the date of fulfillment (i.e., the date when the order is shipped by us) are considered lost. The compensation for lost packages is the value paid for the purchased item(s).

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What supporting documents are required for a lost coverage request?

Filing a claim for loss requires shoppers to visit the Seel Resolution Center to initiate the request.

Lost packages claims require one of the following tracking statuses:

- The shipment be marked by the carrier as "lost" or
- Domestic shipments must not have a "delivery" scan 30 within days after shipment 

To file and qualify for a claim of loss, a screenshot of the order page that includes the tracking number is required to validate the package status. The compensation for lost packages is the value paid for the purchased item(s).

 

You can also provide a Carrier Letter

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Stolen Package Process:​

Packages that have a shipping status of “delivered” but were not received by the shopper are considered “theft" (not all theft is deemed criminal in nature). To qualify as a case of theft, supporting documents, such as a police report, may be required. The compensation for a verified case of theft is the value paid for the purchased item(s). Issues must be reported within 7 days of delivery.​

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What supporting documents are required for a stolen package request?

Filing a claim for theft requires customers to visit the Seel Resolution Center to initiate the request. A shipment that displays as "delivered", but has not been received by the shopper falls into a potential theft coverage request. Many times this is due to a mishap that is not criminal in nature. We encourage shoppers to check with neighbors or the post office as a first step.

To qualify for a claim of theft, some shoppers may be required to file a police report, in which case the shopper will be prompted to do so during the claims process. The process of filing a police report and its format may vary depending on location, but for more insight please refer to this article. Police reports can typically be made over the phone, in-person, or online.

The following information will typically need to be provided as they file the report
- Name of Retailer
- Date of Order
- Date of Delivery
- Name of Shipping Carrier
- Package Value

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What if I didn't purchase Worry-Free Delivery coverage? 

If you didn't purchase Worry-Free Delivery protection when you purchased your item, we will do our best to help you in the event that something goes wrong with the delivery of your order. We will contact the shipping carrier and submit claims for undelivered or damaged packages. Unfortunately, carriers don't cover stolen packages unless Worry-Free Delivery insurance is purchased. To initiate a claim in the event insurance was not purchased, contact us via phone or email.

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International Shipping and Exchanges

At this time, we do not ship internationally. We apologize for the inconvenience and are working hard to be able to offer international shipments soon.

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