SHIPPING POLICY

Last Updated: September 17, 2026

Thank you for shopping at twisty.glass. We work to process and ship orders as quickly and securely as possible.

Please review the following shipping information before placing your order.

1. Order Processing

Orders are generally processed during normal business days, Monday through Friday, excluding holidays.

Processing times may vary depending on order volume, product availability, promotional periods, pre-orders, or other circumstances.

Once an order has been shipped, you will receive a shipping confirmation email with tracking information when available.

Please note that order processing time is separate from carrier transit time.

2. Shipping Methods

Available shipping methods and estimated delivery times will be displayed during checkout when applicable.

Depending on the destination and order, we may use shipping carriers such as:

• USPS

• UPS

• Other approved domestic or international carriers

We reserve the right to select or change the shipping carrier when necessary to ensure reliable delivery.

Delivery estimates provided at checkout are estimates only and are not guaranteed unless specifically stated otherwise.

3. Shipping Rates

Shipping charges are calculated based on factors such as:

• Shipping destination

• Package weight

• Package dimensions

• Selected shipping method

• Current carrier rates

Any applicable shipping charges will be displayed before you complete your purchase.

Promotional or free-shipping offers may be subject to specific terms, minimum purchase requirements, geographic restrictions, or promotional periods.

4. Tracking Information

When tracking is available, a tracking number will be sent to the email address associated with your order.

Please allow time for the carrier's tracking system to update after the shipping label has been created.

In some cases, tracking may not update immediately even though the package has already entered the carrier's network.

Carrier tracking information is controlled by the shipping carrier and may occasionally be delayed or incomplete.

5. Shipping Delays

Once a package has been accepted by the shipping carrier, delivery timing is primarily controlled by that carrier.

Delivery delays may occur due to circumstances outside our control, including:

• Severe weather

• Carrier disruptions

• Holiday shipping volume

• Transportation delays

• Customs inspections

• Incorrect or incomplete addresses

• Local delivery disruptions

• Natural disasters

• Government restrictions

We cannot guarantee a specific delivery date unless an eligible guaranteed shipping service has been expressly purchased.

A carrier delay does not automatically mean that a package has been lost.

6. Incorrect or Incomplete Shipping Address

Customers are responsible for providing a complete and accurate shipping address when placing an order.

Please carefully verify:

• Street address

• Apartment, unit, or suite number

• City

• State or province

• ZIP or postal code

• Country

If you notice an error in your shipping address, contact us as soon as possible.

We will make reasonable efforts to update the address before shipment, but we cannot guarantee that an address can be changed after an order has entered processing or has been shipped.

If a package is returned because of an incorrect, incomplete, or undeliverable address, additional shipping charges may apply before the order can be resent.

Original shipping charges may not be refundable where permitted by applicable law.

7. Packages Marked as Delivered

If carrier tracking shows that your package has been delivered but you cannot locate it, please first:

1. Check around the delivery location, mailbox, parcel locker, porch, garage, or other secure delivery areas.

2. Check with household members, neighbors, building staff, or reception personnel.

3. Allow a short period of time, as some carriers may mark a package as delivered shortly before the final physical delivery.

4. Contact the shipping carrier directly and provide your tracking number.

If the package still cannot be located, please contact us and we will assist you with the available carrier investigation process.

A carrier's official delivery confirmation may be used as evidence that an order was delivered to the shipping address provided at checkout.

8. Lost Packages

If tracking has not updated for an extended period or the carrier confirms that a package may be lost, please contact us.

We may open an investigation or service request with the shipping carrier when appropriate.

Carrier investigations may require additional time to complete.

Replacement or refund eligibility will depend on the circumstances of the shipment, carrier investigation results, applicable shipping insurance, and applicable law.

Please do not file multiple claims for the same shipment with both the carrier and your payment provider without first contacting us, as this may delay the investigation.

9. Damaged Packages

If your order arrives damaged, please contact us as soon as possible.

Please include:

• Your order number

• A description of the damage

• Photos of the shipping package

• Photos of the damaged product

• Photos of the shipping label when possible

Please keep the original packaging until the issue has been resolved, as the shipping carrier may require photographs or inspection of the package.

10. International Shipping

International shipping availability may vary depending on the destination, product, carrier availability, and applicable laws or shipping restrictions.

International shipments may be subject to customs inspections and additional processing times.

Estimated delivery dates for international orders are not guaranteed.

Customers are responsible for ensuring that products ordered from twisty.glass may legally be imported into and possessed in their destination country or region.

We reserve the right to cancel orders to destinations where shipment is unavailable, restricted, or prohibited.

11. Customs Duties, Taxes, and Import Fees

International orders may be subject to:

• Customs duties

• Import taxes

• VAT

• Brokerage fees

• Handling fees

• Other government charges

Unless expressly stated otherwise during checkout, these charges are not included in the purchase price or shipping charge.

The recipient is responsible for any customs duties, taxes, or import fees imposed by the destination country.

We do not control customs charges and cannot predict the amount that may be assessed.

Failure to pay required customs charges may result in the package being delayed, refused, abandoned, or returned.

12. Refused or Unclaimed Packages

If a shipment is refused, unclaimed, or returned because the recipient does not complete customs clearance or accept delivery, any refund will be handled after the package has been returned to us and inspected.

Where permitted by applicable law, original shipping charges, return shipping costs, customs charges, carrier fees, and other costs incurred as a result of the return may be deducted from the refund.

13. Return to Sender

Packages may be returned to us for reasons including:

• Incorrect address

• Incomplete address

• Undeliverable address

• Unclaimed package

• Refused delivery

• Failed delivery attempts

• Customs issues

If your package is returned to us, please contact us.

We may offer reshipment after confirming the correct address.

Additional shipping charges may apply.

14. Pre-Orders

Certain products may occasionally be offered as pre-orders.

Estimated shipping dates for pre-order products are estimates and may change due to manufacturing, transportation, customs, quality control, or other circumstances.

If an order contains both available products and pre-order products, the entire order may be shipped together when the pre-order item becomes available unless otherwise stated.

Pre-order-specific terms displayed on the applicable product page will apply in addition to this Shipping Policy.

15. Order Changes and Cancellations

Once an order has entered fulfillment or has been transferred to the shipping carrier, we may not be able to modify or cancel it.

If you need to make a change, please contact us as soon as possible.

We cannot guarantee that requested changes can be completed before shipment.

16. Multiple Shipments

In some cases, products from the same order may be shipped separately.

If your order is divided into multiple shipments, you may receive more than one tracking number and packages may arrive on different dates.

17. Delivery Restrictions

We reserve the right to refuse or cancel shipments where:

• Delivery is prohibited by law

• Carrier service is unavailable

• The destination is subject to shipping restrictions

• Fraud or unauthorized payment activity is suspected

• The address cannot be verified

• The order violates our Terms of Service or other store policies

If we cancel an order before shipment, eligible payments will be refunded according to our applicable refund procedures.

18. Risk of Loss

To the extent permitted by applicable law, responsibility for the shipment may transfer in accorda