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
This holiday season experts are predicting record online order volume as well as shipping delays due to carrier bandwidth. 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.
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 |
Before 8:00am ET on December 9 |
|
FedEx 2nd Day Service |
Before 8:00am ET on December 16 |
|
FedEx Standard Overnight |
Before 8:00am ET on December 19 |
| Delivery to Alaska, Hawaii, Puerto Rico, U.S. Territories | |
| Fedex Ground | Before 8:00am ET on December 9 |
|
FedEx 2nd Day Service |
N/A |
| FedEx Standard Overnight | N/A |
*Timeframes include order processing as well as the shipping time. Due to worldwide supply chain disruptions, delivery timeframes are not guaranteed.
SHIPPING SURCHARGE
As you're likely aware, since last year the global supply chain has been facing major disruptions causing a widespread rise in raw material, production, and transportation costs. So that we can continue to deliver the same quality formulas your curls love, beginning July 1 we will apply a $1 shipping and handling surcharge to all online orders. We hope this charge will be temporary and will continue to monitor the situation for improvements.
DELIVERY SERVICES
| Destination | Standard Delivery* | FedEx 2-Day Service | FedEx Standard Overnight |
|---|---|---|---|
|
Continental U.S., Alaska, Hawaii |
$6.95 |
$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.
*Shipping price above does not include $1 surcharge
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.