This policy describes how TwillAndSage processes, ships and delivers home decor items purchased through our online store.
Where We Ship
TwillAndSage ships orders within the United States and to selected international destinations that are available during checkout. If your country does not appear as an available destination at checkout, we are currently unable to accept orders for delivery to that location.
Order Processing
TwillAndSage products are generally in stock and ready to ship, our standard processing time is 2 business days once payment has been successfully completed, the order has passed payment review, and we have received all necessary information.
For this policy, business days are Monday through Saturday and exclude U.S. holidays. Orders placed after 8:00 PM Eastern Time are considered received on the following business day.
If any information required to make or prepare your order is missing or unclear, processing may be placed on hold until we receive the necessary details or your response.
Shipping Cost
Free standard shipping is available for orders placed through the TwillAndSage website unless checkout specifically shows a different shipping service or applicable charge.
Where expedited shipping options are available, the available services and their corresponding costs will be displayed during checkout before you complete payment.
Estimated Transit Time
After an order has been dispatched, estimated transit times are generally as follows:
- United States: approximately 3-6 business days.
- Selected international destinations: approximately 5–15 business days.
The overall estimated delivery period consists of both the applicable processing time and the carrier transit time. As a general example, a typical U.S. order may arrive approximately 7-12 business days after payment and all required order information have been confirmed.
All delivery timeframes are estimates rather than guaranteed delivery dates. Customs processing, remote-area delivery, carrier interruptions, severe weather, public holidays and other circumstances outside our control may result in additional transit time.
Order Confirmation and Tracking
Once checkout has been completed, an order confirmation will be sent to the email address provided with your order.
After your package leaves our facility, we will send a shipping confirmation containing tracking information when tracking is available. Please note that tracking information may not show movement immediately. In many cases, the carrier requires approximately 24–48 hours after the initial scan before tracking updates begin to appear.
Shipping Address Accuracy
Customers are responsible for providing complete and accurate delivery information at checkout. This includes the recipient’s full name, street address, unit or apartment number when applicable, city, state or province, postal code, country, email address and phone number.
TwillAndSage cannot be held responsible for delivery delays, unsuccessful delivery attempts or additional costs resulting from inaccurate, incomplete or outdated information provided by the customer.
Address Changes
You may request an address change within two hours of placing your order or before production has started, whichever comes first.
Although we will make reasonable efforts to accommodate a request, address changes are not guaranteed once processing or production has begun. After an order has been dispatched, the shipping address can no longer be changed by TwillAndSage.
Please refer to our Order Cancellation & Modification Policy for additional information regarding order changes.
International Duties and Taxes
Unless checkout clearly indicates otherwise, the recipient is responsible for any import duties, customs charges, VAT, brokerage fees or other destination-country assessments that may apply to an international shipment.
TwillAndSage cannot declare a commercial purchase as a gift or intentionally provide an inaccurate or false customs value.
Delivery Delays
Estimated carrier delivery times may be extended by circumstances such as severe weather, seasonal shipping volume, customs inspections, local postal operations or other events outside our reasonable control.
If the tracking information has not received an update for seven business days, please contact us. We can then assist with reviewing the shipment and, where appropriate, investigating its status with the carrier.
Lost Packages
If the tracking information does not show delivery and the carrier confirms that the package has been lost, please contact TwillAndSage.
Depending on the circumstances, we may initiate a carrier investigation. Once the loss has been confirmed, we will provide an appropriate replacement or refund in accordance with the circumstances of the order.
Customers may be required to cooperate with reasonable requests for information or documentation from the carrier in connection with a lost-package investigation.
Marked Delivered but Not Received
If tracking indicates that a package was delivered but you cannot locate it, please first check the immediate delivery area and ask household members or nearby neighbors whether the package was received on your behalf.
You should also contact the local carrier for additional delivery information. If the parcel remains missing, contact TwillAndSage promptly so we can determine whether a carrier investigation is necessary.
A replacement or refund may require the completion of a carrier investigation before it can be approved.
Damaged Packages
If your package arrives damaged, please retain all packaging materials and contact TwillAndSage within seven days of delivery.
Include clear photographs of the item, the outer packaging and the shipping label when contacting us. We will review the circumstances and handle the matter in accordance with our Returns, Exchanges & Refunds Policy.
Undeliverable, Refused or Unclaimed Packages
If a shipment is returned to TwillAndSage because the delivery address was incorrect, delivery was refused, applicable duties were not paid, or the package was not collected within the carrier’s required period, we will contact you regarding the next available options.
If you request that the package be shipped again, additional reshipping costs may apply.
If you prefer to receive a refund instead, any eligible refund will be processed after the returned item has been received and inspected. Where permitted, non-refundable carrier or shipping costs may be deducted from the amount refunded.
Contact Us
If you have questions about an order, shipment, tracking information or delivery issue, please contact TwillAndSage through the customer service contact information provided on our website. When contacting us about an existing order, please include your order number so we can assist you more efficiently.
Business Address: 19 Tracy Rd, Canterbury, Connecticut 06331, United States.
Phone: +1 (860) 217-2356.
Email: support@twillandsage.com.
Support Hours: 9:00am-9:00pm Eastern Time | Monday-Saturday, Excluding public holidays.