Postal Disruptions and Delayed Transit Times
We are doing our best to ship orders and communicate with customers with our reduced staff during this time. We know that USPS and UPS are doing their best too, but they are experiencing delays and other issues that may impact your delivery. Please see USPS’s service alerts, updated frequently, here. We have added more USPS links to the bottom of this page for further information.
While most packages are only delayed slightly, some shipments are experiencing long delays, re-routes, and missing and/or incomplete tracking with slow updates from USPS. We know this can be frustrating. In most cases, all we can advise is patience, as we will likely be unable to help you once your package is in the mail stream. Here are some tips and information to help you navigate your shipping choices and tracking along the way.
Our Shipping Policies
Please review our shipping policies to make an informed purchase with us at this time.
Twig & Horn cannot guarantee transit time or be responsible for delivery disruptions.
USPS and UPS Current Policies
At this time, USPS is not guaranteeing shipping times for domestic or international parcels. UPS has suspended their UPS Money Back Guarantee for all shipments.
To aid in your choice of shipping product:
- Media Mail: This is a cost effective option for media such as books, but comes with drawbacks. It is considered a “3rd class” service by USPS. Shipping times are 10 - 14 business days. USPS offers no insurance, guaranteed delivery, or tracking.
- First Class: For parcels less than 1lb only. 1 - 3 business days. No insurance and guaranteed delivery.
- Priority Mail: Any parcel. 1 - 3 business days. Automatically insured up to $99, guaranteed delivery, full tracking.
- Priority Express Mail: Any parcel. 1 - 2 business days. Automatically insured, guaranteed delivery with ability to file claim for shipping refund, full tracking.
Please note that any claims for delayed, missing, or damaged orders must be filed through the USPS. We can assist with getting you a copy of your mailing label or shipment manifest upon request, but at this time we are unable to file claims with USPS on your behalf.
Help request and missing mail forms:https://www.usps.com/help/missing-mail.htm
Request a Refund: https://www.usps.com/help/refunds.htm
UPS SurePost is an economy shipping choice taking up to two weeks in transit time. UPS SurePost is a collaborative shipping solution between UPS and the USPS. The USPS will be the destination delivery service for your order if you choose SurePost. Therefore all USPS regional and local policies and mandates will still affect your delivery if you choose this shipping option. UPS SurePost is considered “3rd class” shipping and has zero guarantees, no insurance, is not eligible for claims, but has full tracking. Check UPS service alerts here.
Any domestic shipping address that cannot be verified by the USPS Address Verification Database will not be shipped until we receive email confirmation of the recipient's address. We will contact you if we cannot verify your address. If your shipment is rerouted back to us as undeliverable and we determine an incorrect address was entered upon order we will contact you and you may either
- Receive a refund minus shipping charges
- Request a reship. New shipping charges are to be paid by the customer.
If your shipment is rerouted back to us as undeliverable due to local disruption we will contact you and you may either:
- Receive a full refund
- Request that we re-ship your purchase (at this time we can only re-ship once)
Tracking and USPS’s “Informed Delivery”
Once you have received your shipment confirmation it is your responsibility to stay up to date with the tracking and movement of your shipment and take any necessary actions to ensure delivery. USPS offers free “Informed Delivery” to enable more detailed tracking as well as communicate delivery instructions and reschedule deliveries. We encourage you to take advantage of this feature. Sign up here.
Be aware that once a parcel is in the hands of your country's post, it is no longer under the jurisdiction of the USPS. You must contact your local post for enquiries. The USPS may collaborate with international post organizations to search for missing or delayed parcels. Link to international enquiries here. Note: First Class International is not eligible for enquiries or claims.
Many international parcels are being re-routed through other countries and some are being transported by sea due to limited flight schedules. Customs warehouses are flooded and overburdened with parcels and wait times may be long. Twig & Horn cannot be responsible for lost or delayed international parcels. Please allow up to 8 weeks for delivery.
https://faq.usps.com/s/ - usps faq
https://about.usps.com/newsroom/service-alerts/residential/welcome.htm - domestic local alerts