What is your return policy?
We will happily accept returns or exchanges within 60 days of your order date, as long as the items are in their original condition. Please include your order number and a note specifying whether you would like to return or exchange your order. You can find your order number on your packing slip or through your account page - either log in or create an account with the email address you used to place your purchase. Customers are responsible for return postage.
Twig & Horn Returns
102 Main St
Saco, ME 04072
What are your shipping options and policies?
We offer free shipping on orders over $150 shipped within the contiguous US!
We offer a range of shipment options through USPS. The shipping cost will depend on order size and destination - our shipping pricing comes directly from USPS. We do our best to ship orders with 1-2 business days. If you order expedited shipping, we will do our best to expedite packing as well.
What is Route?
Twig & Horn provides customers with an optional service called Route - an app that allows you to track your package and provides protection for shipments that may be lost, damaged, or stolen. Route Package Protection will be added to your cart automatically. You can choose not to use this service by clicking the Route+ Shipping Protection on/off toggle above the Check Out button in the cart panel. Visit routeapp.io to learn more. Twig & Horn is not responsible for packages that are lost, stolen, or damaged that do not have Route+ Shipping Protection. Please email firstname.lastname@example.org for more information.
When will my order ship / Can you give me an estimated delivery time?
We're a growing company with a small staff, and we do our best to ship orders with 1-2 business days. If your order is placed on a weekend EST, the 1-2 business days starts on the following Monday.
Can you wind yarn for me?
At this time, we don't have the staff or equipment to provide this service for our customers.
I forgot something. Can I add it to my order?
Of course. If your order hasn’t shipped yet (you’ll receive an emailed shipment confirmation if it has) you can place another, new order on our website. In the comments field of your second order you must include both order numbers with a request that they be shipped together. We’ll make sure to ship them together and refund you the appropriate shipping.
My package is being held by customs and/or my country is charging import duties on the package. How can Twig & Horn help?
Unfortunately some countries hold packages, delay shipment, and occasionally even charge import duties (seemingly at random). Twig & Horn is not responsible for international customs fees, taxes, import duties or any fees associated with collecting these charges. We are legally obligated to report all international purchases as “merchandise” with exact retail value as paid by the customer. This information and value is clearly noted on the required CN22 form that serves as the USPS shipping label and US export customs form. We legally cannot mark retail merchandise as “gifts” nor declare a value lower than paid for by the customer. International customers may be subject to import fees, taxes and duties according to your country’s import policies. These policies vary widely from country to country; please contact your local customs office for any specific information on import policies and fees.
Can we visit you/your mill/your store/do you have a company store?
We are an online store with a growing number of stockists all over the world. If you're visiting Portland and would like to see our notions and Stone Wool in person, please visit KnitWit at 247A Congress St in Portland.
Can I contact you/order by phone?
We have a small staff and are not set up to take orders or offer customer service by phone. If you are unable to order through our website, you can call our warehouse to place an order at 207-710-0821. Please have your desired items and credit card information ready. If we do not answer, please leave your name and number and we will call you back. Please note that all phone orders are processed through our website - the most secure way to order is directly through our website, which is Level 1 PCI DSS compliant.