Shipping policy
At Twisted Lily, we strive to ensure that your order is processed and shipped as quickly as possible. Below is an overview of our shipping guidelines and policies:
Signature Requirements & Tracking
- Certain packages may require a signature upon receipt. Please ensure you track your shipment to stay updated on its delivery status.
Order Processing Time
- We aim to ship orders within 48 hours of order placement (excluding weekends, holidays, and holiday observance days).
- During high-volume periods (such as promotions or holiday seasons), it may take an additional 48 hours to process your order.
Shipping Times
- Standard Shipping within the continental U.S.: up to 7 business days.
- Standard Shipping for non-continental U.S. orders (Alaska, Hawaii, and international destinations): up to 4 weeks.
- Expedited Shipping (continental U.S. only): 2-4 business days.
Order Delays
We make every effort to ship your order promptly. However, the following factors may delay your order:
- Inventory discrepancies or issues with product quality that don’t meet our standards.
- Incorrect or mismatched billing and shipping addresses.
- Security flags or verification issues with your payment method.
- Severe weather or emergency situations.
For orders containing 10 or more samples or custom sample packs, processing may take an additional 24-48 hours.
We will contact you promptly if there are any issues or delays with your order.
Address Accuracy & Redirects
Please use the chat service in the bottom right of your screen to request a cancellation. This tool can see the current status of your order and determine if it can be adjusted right away. If not, it will direct you to a representative for further assistance.
Orders may be canceled within 30 minutes of placement or until they have been fulfilled, whichever comes first. This option is available on the Thank You page and Order Status page. If you no longer see the cancellation option, your order has already been processed and cannot be canceled.
Orders cannot be edited after placement. We are unable to update addresses or make any changes once an order has been placed.
Orders begin processing shortly after they are submitted, and our system does not pause fulfillment while requests are reviewed.
Please ensure your shipping address is entered correctly at checkout, including when using express payment methods such as Shop Pay, Apple Pay, or PayPal, as these may auto-fill saved addresses.
Once an order has been processed or shipped, we are unable to change the shipping address or reroute the package. We recommend contacting the carrier directly, as they may be able to assist with rerouting or marking the package as “Return to Sender,” though this is not guaranteed.
If an order is shipped to an incorrect address, a reshipment can only be arranged once the package is returned to us by the carrier.
High-Value Orders & Fraud Prevention
- High-value orders may be subject to further verification or require additional processing time.
- We reserve the right to cancel or refund any transaction at our discretion, particularly in cases involving suspected fraudulent activity, import/export restrictions, or carrier limitations.
If your order is canceled, we will contact you promptly via info@twistedlily.com to assist with placing a successful order.
"Delivered" but Not Received
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If your order is marked as “delivered” but cannot be located, please contact Customer Service within 7 business days of the delivery date.
Before reaching out, we recommend the following:
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Wait 3 business days, as carriers may mark packages as delivered before they arrive.
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Check with neighbors, building staff, or your local post office.
We may require additional information to proceed with a claim or investigation with the carrier or insurance provider. If delivery is verified, we are unable to provide a replacement or refund. Orders confirmed lost or undelivered are eligible for replacement only. If your order is reshipped, it must be sent to the same address and the replacement is considered final sale.
If you pre-sign for a signature required package, please note that you waive your right to a replacement or refund if the package is lost or does not arrive.
We reserve the right to deny reshipments or credits based on our review.
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Shipping Costs & Methods
Within the USA
| Method | Cost | Expected Arrival |
|---|---|---|
| Free Shipping (orders $150+) | Free | 5-7 business days (continental U.S.) |
| Standard Shipping (orders under $50) | $8.50 | 5-7 business days (continental U.S.) |
| Standard Shipping ($50-$150) | $10.00 | 5-7 business days (continental U.S.) |
| Expedited Shipping | $20.00 | 2-4 business days (continental U.S.) |
Shipping Outside the USA
Twisted Lily offers a hassle-free international checkout experience. Customs fees, processing fees, taxes, and duties are calculated upfront and included in your final order total at checkout. Please review your country's Customs and Import Regulations before placing your order, as perfume imports may be restricted.
Please see a list of the countries we ship to here.
Canada
| Method | Cost | Expected Arrival |
|---|---|---|
| Free Shipping (orders $250+) | Free | 2-4 weeks |
| Standard Shipping | $35.00 | 2-4 weeks |
International
| Method | Cost | Expected Arrival |
|---|---|---|
| Free Shipping (orders $500+) | Free | 2-6 weeks |
| UPS Shipping | $55.00 | 2-6 weeks |
Additional Notes
- Processing time: Please allow up to 72 hours for order processing before shipment. Expedited shipping methods apply to transit time only and do not include order processing time.
- Shipping fees are non-refundable.
- Orders over $150 cannot be shipped to PO Boxes, as a signature is required upon delivery.
- We do not recommend shipping high value orders to freight forwarders, hotels, or leasing office mailrooms. Any shipment sent to these locations is at the customer’s risk. If the carrier shows the order as delivered, it will not be eligible for a replacement or refund. Questions about missing items should be directed to the delivery location.
International Shipping Rates & Restrictions
We offer international shipping via UPS for most countries. Customs fees, processing fees, taxes, and duties are paid upfront at checkout.
*Please note: Orders shipping to the United Kingdom with an item total of £135 or less are currently restricted due to UK customs regulations.
In the rare case that we are unable to ship to your location due to import/export restrictions or other limitations, your order will be promptly canceled and refunded. You will also be contacted by one of our customer service representatives.
Please note that countries we ship to may change without notice, and international customers are responsible for any return shipping costs should they wish to make a return.
We are committed to providing the best possible shopping experience, and we continually review and improve our processes to get your orders shipped and delivered as quickly as possible.
If you have any questions, please contact us at info@twistedlily.com.
