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FAQS & Policies

How do I get in touch with you?

Send us an email to support@TwinkledT.com

 

Are your products vegan/ cruelty-free?

All items on our website are vegan/cruelty-free except our Kolinsky Cleaning and Detail brushes. These brushes do have real animal hair in them. We do offer brushes with synthetic hair. 

 

How long will my order take to ship?

Please allow anywhere between 1-5 business days to process your order. During a sale, it may take longer due to high order volume. U.S. orders should reach you in 3-5 business days but may take up to 2 weeks. We have no control how quickly USPS gets your order to you. Most non-vinyl orders will have tracking. International orders may take 2-8 weeks. During the holiday season, orders may take longer to process and ship.


PLEASE NOTE:  It is your responsibility to enter the correct address. Tracking will not update once the order has left the US. In the event that your order does not arrive to you or is missing items, we are not responsible. If customs opens your package, we are not responsible for the missing items.

 

Where do you ship from?

Los Angeles, California. United States of America

 

How much is shipping?

Shipping all depends on the weight of your products and will be calculated at checkout.

 

I paid for Priority shipping. Will it get to me faster?

We fulfill orders in the order in which they are received. Selecting Priority shipping does not guarantee we will process your order any faster. It only guarantees that we will ship it Priority via USPS. If you would like expedited shipping, send us an email and we will do our best to accommodate you.

 

I entered an incorrect shipment address on my order. 

If you realize the mistake and you have not received a shipment confirmation email from us yet, please email us at support@twinkledt.com immediately to fix the information. If the mistake is realized after your package has already been shipped, no replacements or refunds will be honored. It is the customer's responsibility to enter in the correct shipment information.

 

The tracking number says "Delivered" but I did not receive a package.

If the tracking number reads as "delivered", no replacements will be honored. You have the option of contacting your local post office to file a claim. You may also reach USPS at this number 1 (800) 222-1811.

 

I think my package is lost:

Domestic packages are considered lost once 3 weeks have passed since the date of shipment. International orders are considered lost once 6 weeks have passed. Domestic customers have 20 days from the date of shipment to contact us regarding a lost order. Once 20 days have passed, no replacement will be issued. International customers have 50 days from the date of shipment to contact us regarding a lost order.

 

My Item(s) arrived damaged! 

Please contact our customer support at support@twinkledt.com with a brief description and picture of your issue and we will do our best to accommodate you. 

 

My package arrived damaged/opened/taped up.

Please send us an email at support@twinkledt.com with photos of your package and the contents inside. 

 

I received the wrong item(s)/ My order is incorrect. 

If you received the wrong item, please be prepared to send a photo of the item you received. We will not issue replacements unless a photo of the items received is sent to our email address, support@twinkledt.com. 

 

I was charged a customs fee.

Customs fees for international orders may occur. We do not charge your customs fees and are not responsible for any charges you incur on your international order. Please review your country's customs policies and charges.

  

Payment and Cancellation Policy:

To cancel or alter an order, please notify us within 12 hours of your placed order. If the order has already been processed and shipped, we cannot cancel your order.

 

Refund Policy:

You have 14 days from the date of delivery to contact us for a return. We only accept returns on products in like-new condition. All refunds are subject to a 15% restocking fee. Returns are not accepted on BOGO items. All returns are subject to approval first. Please contact us at support@twinkledt.com to begin the returns process.

 

Deal of the Week policy:

Our Deal of the Week (DOFT) changes every Friday. We will send out mailers on Thursday evenings to inform customers about what the upcoming deal will be. Please make sure to sign up for our mailing list to receive these emails. 
DOFT may not be combined with any coupon codes or other promotions. If a coupon code is entered at check-out, the DOFT promo code will be removed and you will be charged for the DOFT items in your cart. 
 

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