WHICH CURRENCY ARE YOU USING ON THE WEBSITE?
Our products are listed in US Dollars (USD). But our system will automatically convert it for you to your local currency based on IP address.
HOW CAN I PAY FOR MY ORDER?
We offer safe shopping and accept payment via Paypal, Credit card, Debit card or VISA. So you can choose the most suitable one for you. All products are listed in US Dollars, our system will automatically exchange your currency to make it easy for you when placing the order.
HOW DO I PLACE AN ORDER?
Choose the product(s) that you want to purchase and press the Add to Cart button. Then go through the checkout process(Shipping Address and Billing Info) and complete your order.
OUR PRICE BEAT GUARANTEE!
Sometimes other competing stores sell similar products cheaply in order to undercut the market. Often this can be risky for customers as the stores have less margin to ensure quality packing and secure shipping. However we are committed to bringing you the best prices, and if you do find a store with a similar product that is cheaper than what we have listed, please email us on email@example.com with a link to the competitor’s product and we will beat it by 5-10%.
BUYING FOR SOMEONE ELSE?
Make sure your shipping details are addressed to that person. We will always ship to the details you submit in the shipping section. If you placed an order with the wrong shipping details, please email us immediately on firstname.lastname@example.org. Unfortunately if we have already processed the order and it has been shipped, there is little we can do to help so please take care with entering the correct shipping details.
Shipping & Tracking Orders
HOW LONG DOES SHIPPING TAKE?
Shipping usually takes up to 10-20 business days, but times will vary depending on your location and postal services. Orders to Asia, Australia and the USA may arrive earlier. Courier services will also vary depending on your provided shipping address.
Unexpected events such as natural disasters, holidays, peak postal periods, weather, etc may also impact delivery times. While we’re unable to guarantee the exact delivery times of your order, we have a dedicated team of customer service specialists focused on getting your package to you ASAP. Contact us for more info: email@example.com
WHAT IS A TRACKING NUMBER?
Once your order is processed we will email you a tracking number. This number uniquely identifies your package in the postal system and can be used to track the progress of your parcel delivery. You can check your parcel progress on this website.
WHY IS MY TRACKING NUMBER NOT WORKING?
Once your tracking number is issued, your parcel is in the postal system meaning it will be delivered to you. It typically takes 3 business days for your tracking data to start appearing on the tracking website, so don’t worry if data is not immediately available.
DO YOU SHIP WORLDWIDE?
We provide international shipping worldwide, however the majority of our clientele are based in the United States.
HOW DO YOU SHIP?
We ship orders overseas via the most popular and trusted mail services including UPS and Fedex in the US and China Post for products travelling from overseas. After finishing processing your order, we will send it to the shipping company and it will be completely handled by them. After arriving in your country, it will be handled by your country’s postal service. So please kindly contact your local post when it arrives in your country.
HOW LONG DOES SHIPMENT TAKE?
It usually takes between 10-20 business days for shipping. The length of time varies depending on where the product is warehoused, demand levels for the product and the postal service. We have excellent relationships with our suppliers and our orders are often prioritized in order to get you your package sooner.
HOW CAN I TRACK MY ORDER?
After your order is placed you will receive a tracking code within 2-5 working days via email. Once you receive your tracking code, this means your package has been processed into the mailing system and is on it’s way to you. We will send you your tracking code of your orders to the email that you filled down when placing your orders. This email will also guide you on how to track your package. Please note that the tracking information will be displayed 2-5 days after you receive that email. You can track your order via https://www.17track.net/en.
WHY DIDN’T MY SHIPMENT COME IN ONE PACKAGE?
We ship your orders from various international warehouses (US, Canada, Malaysia, Singapore and China). Our stock is spread out over multiple fulfillment centers in order for them to get to you faster. This means orders containing multiple items may be shipped individually. You may receive one item before the next. So don’t panic if you don’t receive all of your items at once…they are on the way.
WHEN WILL MY TRACKING INFORMATION APPEAR?
You should see tracking events within 48-72 hours after you have received the tracking number/ID. The reason for this time lag is that in most cases the first tracking event only shows up once the shipment was handed over to us, i.e. once the shipment has left the fulfillment center of your online shop.
WHY CAN’T I TRACK MY ORDER ON YOUR WEBSITE?
Please note that the tracking information will be displayed after 2-5 days after being updated. For the first time, it may take a few minutes to get the information from the carrier. Therefore, sometimes you can not find information about your package, please track again later.
WHY IS MY SHIPMENT STATUS UNCHANGED?
Your shipment may be delayed. Delivery time delays can be due to e.g. weather incidents, customs or backlogs. Please note that tracking information can be displayed after your order started being shipped.
Refunds & Cancellations
We take refund requests very seriously and pride ourselves in having a 5 star customer satisfaction rate. If you’re unhappy with your product for any reason, please read through our refund policy and contact.
We process orders within 1 business day of receiving an order. If you send us a cancellation request within this time via email then we will be able to cancel your order. If you do not, then we are sorry your order has been processed and will be on its way to you.
Didn’t Find What You’re Looking For?
Please email us on support@thetwilightmart and we’ll come back to you within 24 hours