USA orders may ship by USPS, UPS or FedEx Ground with no signature required. International orders may ship via USPS, UPS or DHL. The courier service selected by TwinGo LLC is determined by shipping zone and package weight.
It is the customer's responsibility to provide specific shipping instructions to TwinGo LLC if they need special handling of their package (i.e. signature required, use of a specific courier service, to notify us that large boxes are not accepted at mailbox, etc). If a package is returned to us due to mailbox issue or an incorrect address that was supplied by the customer, the customer must pay for the full cost of shipping to re-ship the package. TwinGo LLC is not responsible for packages after delivery is confirmed by the courier service. It is the customer's responsibility to secure their mail receptacle against theft and/or to request special handling of their package. If the customer's confirmed delivered package is missing (i.e. lost, stolen, etc), the customer may use their personal insurance to seek reimbursement for missing items.
If your package arrives damaged, you must work with your local postal service to file a Report of Insured Articles. You must keep all packaging and be able to provide proof of damage upon delivery. If you have the necessary documents, TwinGo LLC may initiate a damage claim report. TwinGo LLC may provide a remedy only after the services provides a remedy for the claim. If you are unable to provide adequate documentation and proof of damage, TwinGo LLC and the courier service cannot assist with damage good services.
We do not ship to countries with established TwinGo Reseller. Please check this list: Authorized TwinGo Carrier Resellers
International customers are responsible for any duties and/or taxes that may be applied to your order upon import to your country. Import charges cannot be prepaid by TwinGo LLC.
Free Shipping applies to USA orders only that total $50 or more before taxes and handling, when you select Standard Shipping. Free Shipping offer does not apply to Expedited Shipping requests or return/exchange shipping. We ship to Alaska, Hawaii, and US continental states, APO and FPO addresses. "Free shipping" values at $10.00.
TwinGo LLC is a Virginia-based company and therefore shall charge applicable sales tax (6%) for orders to be delivered to addresses within the state of Virginia. For orders shipped to other states, you are entirely responsible for all applicable taxes.
Customer satisfaction is our priority at TwinGo. We feel confident that our products are of the highest quality and comfort, and we hope you feel the same way. We also realize there is a learning curve to using any new product, and if you are experiencing difficulty or dissatisfaction please contact us; we can often offer a solution that will help.
Products purchased directly from TwinGo by US customers are returnable within the 30-day trial period, in like-new condition, and in the original packaging. The product cannot be washed or exposed to smoke, pets or perfumes. If there is any lingering smell or visible dirt/grime/saliva/hair on the product, we will not accept a return. TwinGo will thoroughly inspect each return prior to issuing a refund or exchange. Please contact info@TwinGoCarrier.com if you need to return a product. A return or exchange will only be accepted if the customer has contacted TwinGo prior to sending the product back. Any package returned without a valid Return Authorization issued by TwinGo clearly marked on the outside of the box, will be refused.
Returns and exchanges must be shipped with postage paid by the customer; we cannot accept C.O.D. deliveries. TwinGo is not responsible for packages not received if a tracking number is not provided. Once the original product(s) are received by TwinGo, you will receive a refund in the amount you paid minus outbound shipping expense ("free shipping" values $10.00). Please allow 2-3 weeks for TwinGo to process, inspect and refund your account upon receipt of your package.
No returns are accepted from international customers.
TwinGo LLC offers a 1 year warranty against manufacturing defects. In the rare instance there is a manufacturing issue or defect, we will assess the situation and determine the appropriate remedy: repair or exchange. Normal wear, user error and user neglect are not considered a manufacturing defect and is not covered under this warranty. This warranty is void if the product has been altered in any way. The term “altered” is defined as including, but without limit, dyeing, painting, embroidery, and fabric additions or removals made after purchase. This warranty is nontransferable, and is only eligible to the original owner who can demonstrate proof of purchase.