HOLIDAY SHIPPING: Learn what we are doing to address record order volume and shipping challenges this season. | DETAILS

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Shipping & Returns

Shipping Policy

We strive to ensure every order is picked accurately and packed to withstand normal handling by the carriers we use. Once your order ships, we will send a shipping confirmation email to you, with link to track its progress.

HOLIDAY SHIPPING NOTICE

This holiday season experts are predicting record online order volume and shipping delays due to worldwide supply chain disruptions. Rest assured, we will work tirelessly to keep your favorites in stock and process all orders as quickly as possible. And we will provide tracking information and delivery status updates from the time your order leaves our warehouse. Unfortunately, we cannot control transit times once your order ships.

At the same time, shipping and production costs are skyrocketing. While we are doing everything we can to minimize this cost increase to our customers, these unique circumstances require us to make a temporary adjustment. So, beginning November 7, we will be forced to apply a small peak season shipping surcharge to all online orders.

We encourage you to start your holiday shopping earlier than usual to ensure your TWIST favorites are in stock—and you receive them on time. Thank you in advance for your patience, and happy (early) holidays!

For delivery by December 24*, order must be submitted:

Delivery within the continental U.S.

FedEx Ground Service

Before 8:00am ET on December 10

FedEx 2nd Day Service

Before 8:00am ET on December 17

FedEx Standard Overnight Service

Before 8:00am ET on December 20

Delivery to Alaska, Hawaii, Puerto Rico, U.S. Territories

FedEx Ground Service

Before 8:00am ET on December 10

FedEx 2nd Day Service

N/A

FedEx Standard Overnight Service

N/A

*Timeframes include order processing as well as the shipping time. Due to worldwide supply chain disruptions, delivery timeframes are not guaranteed.

DELIVERY SERVICES

Destination Standard Delivery* FedEx 2-Day Service FedEx Standard Overnight

Continental U.S., Alaska, Hawaii

Orders up to $35

$6.95

$15.00

$25.00

Orders of $35 or more

FREE

$15.00

$25.00

FedEx Ground is Twist’s standard delivery service. FedEx Ground service is currently available for delivery to residential addresses in the 48 contiguous United States, Alaska, Hawaii, Puerto Rico, U.S. Territories and to U.S. Post Office Boxes and APO/FPO/DPO addresses. We're sorry, at this time we do not ship internationally.​

ESTIMATED DELIVERY TIMES

Orders are processed Monday to Friday, 8am – 5pm Eastern Standard Time. Orders received by 9am are shipped by the next business day. Note that the estimated delivery times below include order processing time.

Shipping Method Estimated Delivery

FedEx Ground Service

2-8 business days

FedEx 2nd Day Service

3-4 business days

FedEx Standard Overnight Service

2-3 business days

 

INTERNATIONAL DELIVERY

TWIST is available in 300 Walmart stores across Canada and can be shipped to destinations in Canada from Walmart.ca. TWIST can also be shipped to Canada from Asos.com.

BUSINESS DAYS & HOLIDAYS

All orders ship Monday – Friday, excluding federal holidays within the United States. Packages do not ship from our distribution centers on the following holidays:

  • New Year's Day
  • Memorial Day
  • Independence Day
  • Labor Day
  • Thanksgiving
  • Christmas Eve
  • Christmas Day
  • New Year's Eve

TRACKING YOUR ORDER

Once your order ships, you will receive a confirmation email containing the shipment details, a tracking number and a link to the selected carrier site. To track your order, click on the tracking number located near the bottom of the e-mail. Customers who have registered an account on TwistHair.com can also track orders by logging in  to their account dashboard on the site. You may also contact Twist’s Customer Service team to track your order at help@twisthair.com or by calling 833-TWIST-ON (833-894-7866) weekdays between 9am-5pm EST.

 

Return Policy

TwistHair.com offers a 30-day, money-back, satisfaction guarantee on all its products. If you are not completely satisfied for any reason, simply return your product as described below within 30 days of the original order delivery date.

Products purchased from any of our salon or retail partners should be returned to the place of purchase.

ITEMS DAMAGED DURING SHIPMENT

If damage occurred to your order during shipment, please contact us immediately at help@twisthair.com or by calling 833-TWIST-ON (833-894-7866) Monday – Friday, 9am-5pm EST. Have your order number or the email address and telephone number associated with your order handy. Also, please retain the shipping box, packing materials and the damaged item for inspection.

HOW TO RETURN YOUR ORDER

Please follow the steps below when preparing your product for return.

Properly package your return to prevent damage in transit. Use the original Twist packaging if available, and include a copy of your packing slip.

* Twist Hair is not responsible for return shipping fees.

Send the package to the address below. For your protection, we recommend you use a registered delivery service (UPS, FedEx, USPS) insured to the product value:

TwistHair.com
Attn: BBI Returns – Citation
c/o Barrett Memphis
4995 Citation Dr.
Memphis, TN 38118

Non-refundable and promotional items will not be accepted for a refund.

RETURN CONFIRMATION EMAIL

Upon inspection and approval of your return, we will refund your purchase using the original payment method, excluding shipping charges. Please allow up to twenty business days from the time your return is received for the merchandise return credit to be processed. 

We regret that we are unable to refund your original shipping charges unless the return was the result of our error.