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Help Center


Ordering

We accept the following:

  • Visa
  • MasterCard
  • American Express
  • Discover
  • PayPal

TwistedLily.com is a New York based company and we are required by law to collect sales tax on orders shipped within New York. The sales tax rate varies by county. Any orders shipped to a destination outside of New York are exempt from sales tax.

After submitting your order you’ll receive an Email verifying that it’s been received by TwistedLily.com Once your order is shipped you’ll receive an additional Email informing you of the shipping date, the details of your order and any tracking information.

In the event that you change your mind regarding an order you’ve placed you may cancel it, providing it hasn’t been shipped. We attempt to ship orders within 24-48 hours and in some cases immediately so not all orders can be canceled once they have been submitted. During certain high volume times (promotions, holidays, etc) it may take us an additional 24-48 hours to process and ship your order.  Please know that we’ll make every effort to honor cancel requests, but that in some cases it just isn’t possible.

Some orders cannot be cancelled even if the order status does not read “Shipped” or “Completed” because they are too far along the process of picking and packing to cancel. Again, we’ll make every effort to honor cancel requests.

To cancel an order, provide your email address and/or order number and contact us at info@twistedlily.com

We provide complimentary samples with every online order! If you would like to request specific samples, please enter these in the Notes section during checkout. We will try our best to include requested samples but we may substitute certain sample requests based on availability.

The amount of free samples you receive is based on order price (before tax and shipping, and after any promotions applied.)

Samples Only Orders:

  • under $25: 1 Sample
  • $25-$50: 2 Samples
  • $50-$150: 3 Samples
  • $150-$250: 4 Samples
  • $250-350: 5 Samples
  • $350 and up: a minimum of 6 Samples

Full Product Purchases:

  • under $50: 2 Samples
  • $50-$150: 3 Samples
  • $150-$250: 4 Samples
  • $250-350: 5 Samples
  • $350 and up: a minimum of 6 Samples


 


Shipping

We attempt to ship orders within 24-48 hours (excluding weekends, holidays and holiday observance days.) Please note that during certain high volume times (promotions, holiday seasons, etc) it may take us an additional 24-48 hours (excluding weekends, holiday and holiday observance days) to process and ship your order.

We absolutely make every effort to ship your order as quickly as possible. Although we work very hard to keep our inventory up to date and accurate, there are times where discrepancies are discovered or a products condition doesn’t meet our standards which could cause a delay in completing your order. We also make every effort to contact you with any issues that might delay your order.

Orders containing a large amount of samples (10+) or custom sample packs may also take an additional 24-48 hours to ship as most of our samples are made to order to keep them fresh and in the best possible condition when you receive them. Other factors that may delay your order are severe weather or other emergency situations, issues with billing and shipping address’ not matching what is on file with the payment used, and security flags received from the bank or credit card company requiring us to confirm information before completing the shipment.

We want to give you the best possible shopping experience and we know processing and transit time is a big part of that so we are constantly reviewing and updating our process to make it better and quicker in regards to getting orders shipped and delivered.


United States:
Shipping within the United States via US Post or UPS (if you have a preference please specify in the Notes section during checkout)

  • Standard Shipping: $4.50
  • Expedited 3-Day: $12.50
  • 2nd Day: $20.50

Canada:
Shipping to Canada via US Post or UPS (please note UPS charges additional brokerage and fees.)
We are not responsible for any taxes and duties that might be charged upon delivery. We are not able to estimate these fees.

  • Canada US Post Standard: $9.00
  • Canada US Post Priority: $35.00
  • Canada UPS Ground (Brokerage Fees will apply): $25.00

International Shipping Rates
International Shipping via US Post is available for most orders. There are some locations we are not able to ship using US Post but we will notify you if we must use a different shipping method such as DHL or UPS. We do offer DHL Express service to most countries. Please specify if you would prefer this shipping method in the Notes section during checkout. We are not responsible for any taxes and duties that might be charged upon delivery and we are not able to estimate these fees.

  • International US Post – Samples ONLY: $10.00
  • International US Post Priority: $40.00
  • International US Post Express: $55.00

We ship to the following International locations: (If you’re country is not listed, please ask us if shipping to your country is possible by emailing us at info@twistedlily.com

  • Aruba
  • Australia
  • Austria
  • Bahamas
  • Belgium
  • Bermuda
  • British Virgin Islands
  • Bulgaria
  • Canada
  • Cayman Islands
  • Chile
  • China
  • Croatia
  • Denmark
  • Estonia
  • Finland
  • France
  • Germany
  • Gibraltar
  • Greece
  • Greenland
  • Hong Kong
  • Hungary
  • Iceland
  • Indonesia
  • Ireland, Republic of
  • Israel
  • Italy
  • Japan
  • Liechtenstein
  • Luxembourg
  • Macao, SAR China
  • Martinique
  • Montserrat
  • Netherlands
  • Netherlands Antilles
  • New Zealand
  • Norway
  • Oman
  • Poland
  • Portugal
  • Qatar
  • Romania
  • Saudi Arabia
  • Singapore
  • Slovenia
  • South Africa
  • South Korea
  • Spain
  • Sweden
  • Switzerland
  • Taiwan
  • Turks & Caicos
  • United Arab Emirates
  • United Kingdom


 


Returns

Your satisfaction is extremely important to us, so please contact us if you would like to return a product or you are not happy with your purchase. Although we do not accept returns on items that have been opened we will consider refunds on a case by case basis.

Please contact us at info@twistedlily.com and provide order details.

Rest assured; we stand behind everything we sell.

In the unlikely event that an item arrives damaged notify info@twistedlily.com immediately.



Privacy & Security

Is the information you submit safe and secure?
Absolutely, we understand your concerns regarding safety & security and we share your interests in them. At TwistedLily.com we have established procedures and policies to protect your privacy and provide secure online ordering.

We use the industry standard, Secure Socket Layer protocol (SSL). All information that you submit during the ordering process is automatically encrypted for security and can only be decoded by TwistedLily.com. Once you begin the checkout process your computer will begin communicating with our server in secure mode.

Only browsers that support SSL protocol can be used to order online through TwistedLily.com. For information on how to download the latest version of your internet browser, please consult with your internet browser provider.

It is our highest priority to make certain that your privacy will be respected.

Here is our commitment to you:

  • TwistedLily.com will not sell, trade, or give away any personal information that you have submitted during the online ordering process. This includes your Email address, Phone Number, Billing and Shipping Address, or any product preferences or order history.
  • We do not store credit card information therefore do not have access to this. We use one of the top three, highly secure payment processing services.
  • All other information gathered will be kept strictly confidential.
  • If you have any further questions regarding your privacy please feel free to contact us at info@twistedlily.com

When you place an order at TwistedLily.com, we collect certain information in order to process your order. This includes: name, phone number, email address, payment information, billing address, shipping address, and details on the products purchased. Customers also have the option to join our mailing list. If you decide to opt-in to our mailing list we will ONLY use your email address for promotions sent out by TwistedLily.com.

We will NEVER sell or trade your personal information including your email address. Customers can choose to opt-out of the email list at anytime.

Cookies are small bits of information that are stored on your computer to help keep track of the items in your shopping basket. We use only session cookies, which means that once you close your browser, the cookies expire and are no longer used. The use of cookies is standard on the Internet and most major websites use them. In order to shop at TwistedLily.com, you must enable session cookies in your browser. Please refer to your browser’s help section on how to do this.