Shipping
The available shipping carriers to choose from are USPS (preferred), FedEx, and UPS.
Shipping options and prices are calculated at the time of checkout, and most items will allow you to select your preferred method/carrier for shipping. Shipping costs are calculated based on the weight and shipping distance of your order and vary by the carrier chosen. We reserve the right to choose between USPS Priority Mail and First Class Mail on orders that qualify for free shipping. USPS First Class Mail does not include package insurance, Priority Mail does, although both supply tracking.
We ship USPS orders Monday through Friday and will do our best to ship as quickly as possible, but we are a family-run business and things happen! Orders placed on the weekend will be shipped the following Monday. Due to our proximity to UPS & FedEx locations, we reserve the right to hold orders being shipped via those carriers for up to 3 business days from when the order is placed, although we will do our best to get those orders to the carrier by the next business day.
We are not responsible for courier service errors, shipping delays, “acts of God,” or packages which are lost or stolen once delivered to the address included on the order. With the exception of USPS Priority Mail’s included insurance, we do not include insurance, but additional insurance can be purchased separately upon request.
*Twin Flower Botanicals LLC WILL NOT BE RESPONSIBLE FOR USPS, FIRST CLASS ORDERS, OR UPS/FEDEX SHIPMENTS THAT ARE LOST OR DAMAGED DURING OR AFTER SHIPMENT. However, we will do our best to help you resolve the matter. We recommend purchasing Priority Mail postage or additional package insurance during high-volume shipping times as we are unable to file a claim on your behalf for any missing/damaged mail. Any claims for lost/damaged shipments which included insurance must be first addressed via the shipping carrier’s insured package policies first.
International Orders
We are not yet accepting international orders. Please check back soon!
Returns & Exchanges
In order for a purchase to be considered for any sort of reimbursement, contact must be made within 14 days of delivery. The items up for consideration will also need to be shipped back to us in their original condition, at the buyer’s expense, within 30 days of delivery before any reimbursement will be processed. If a non-damage-related return is approved, there will be a 40% restocking fee assessed at the time of refund.
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item so that we can evaluate the issue and make it right.
All returns/exchanges/refunds require a receipt or proof of purchase.
Conditions of return
Items must be returned in their original condition: unused, in original sealed packaging, within 30 days of the delivery date. Buyers are responsible for all return shipping costs. If the item is not returned in its original condition, the buyer is responsible for any loss in value.
In the event that an item arrives damaged, or if we sent the wrong item (mispick), we require pictures of the damaged/incorrect item and the shipping box/envelope to be sent to us. All claims must be made within 24 hours of receiving your order to be considered for immediate replacement. Any replacements of damaged or mispicked goods will be shipped via the original shipping method, and in the event of the seller’s error (only), a return shipping label may be provided. Any expedited requests for replacements will have an additional shipping cost added at the buyer’s expense.
The following items cannot be returned or exchanged
Because of the nature of these items we cannot accept returns for:
- Custom or personalized orders
- Perishable products (like food, flowers, fresh herbs)
- Body care products or intimate items (for health/hygiene reasons)
- Digital downloads
- Sale items
- Gift cards
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you will be automatically refunded via your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.