Shipping and Returns

SHIPPING AND TAX

Shipping Information

Free shipping promotion is available in the US only. All orders will be shipped with USPS, including US territories, APO, Hawaii, and US Postal Boxes. Before an order ships to a P.O. Box, the box owner will need to provide written confirmation that their box can receive large packages.

USA

  • Standard Shipping 7-10 business days
  • Expedited Shipping 3-5 business days

International Shipping

We do not ship to countries with established TwinGo Reseller. Please check this list: Authorized TwinGo Carrier Resellers

  • Standard International Shipping is $40 and approximately 14-18 business days* 
  • Expedited International Shipping is approximately 7-12 business days (rates available upon request)*

All international orders will be shipped via United States Postal Service (USPS). Packages over 4 lbs will ship Priority Mail and packages under 4 lbs will ship first-class, unless customer requests and pays for an alternate service. Priority Mail is insured up to the value of the goods shipped but not exceeding $200USD, unless additional insurance is requested.**

International customers are responsible for any duties and/or taxes that may be applied to your order upon import to your country.

*Transit time is based on major markets, as determined by USPS. Actual number of transit days is not guaranteed by USPS or TwinGo LLC and transit may vary based on origin, destination, and customs delays. Although USPS will issue a tracking number, USPS or TwinGo LLC does not guarantee your local postal service will scan the tracking after departing customs. If in the rare case your package is not received after 30 days, you can request TwinGo LLC initiate a lost package claim with USPSTwinGo LLC will only provide a remedy after USPS resolves the claim.
**If your package arrives damaged, you must work with your local postal authority 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 will initiate a damage claim with USPS. TwinGo LLC will provide a remedy after USPS resolves the claim. If you are unable to provide adequate documentation and proof of damage, TwinGo LLC and USPS cannot provide damage good services.

Free Shipping

Free Shipping applies to US orders only that total $50 or more before tax 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.

Taxes

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.

 

RETURN POLICY

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.

 

LIMITED WARRANTY

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.

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