Your credit card will be charged automatically on the date the order is shipped. You may see a pending charge on your credit card as soon as we begin to prepare your order, which could be as early as 24 hours ahead of your scheduled ship date. There's no need to call or update anything online.
Security Code. For Visa, Mastercard, and Discover, the three-digit security code will be printed on the back of the card after the credit card number. The four-digit security code for American Express credit cards is printed on the front-right of the card, directly above the credit card number.
Billing Address. May be different than Shipping Address
We process your orders right after you have successfully placed your order. You can expect to receive your order within 7-30 days from the date of purchase, depend on your country.
*Our courier service is unable to provide scheduling of deliveries; therefore we cannot guarantee delivery of your order for a specific time or date. Yet, you can be assured we are working closely with our service partners to allow us to better serve you in the future.
IMPORTANT: We are not responsible if a package is not delivered because of missing, incomplete, or incorrect destination information. We do our best to avoid errors by verifying the shipping information with every customer in the order confirmation sent immediately after purchase. Costs to reship the package will be invoiced to the customer.
Alternatively, a SHIPPING CONFIRMATION is sent to the email address you have registered in the website upon placing your order. The email contains tracking link where you could check the status of your order.
Check the deleted and trash folder of your mail account
If you have checked and haven't received an order confirmation email, it is likely the result of one or two things:
Your order was never actually placed and processed.
You have entered an incorrect email address with your order
If you are certain that the email address linked to your order is correct, please check the spam folder in your mailbox. In the event that you still cannot locate an order confirmation, please email us at support@tweelio.co
We are trying to ship the items the soonest, so for any changes like:
Change of address or personal information
Change of specifications like product, size, color
Feel free to email us at support@tweelio.co. Changes can be processed before 2PM EST, after the order is placed.
NOTE: Product, delivery addresses and recipient names can only be changed if the orders have not been shipped out yet. Once shipped, we can no longer change the invoices since these are already printed and orders have already been handed over to our third-party couriers.
Custom fees will depend upon your countries regulations. All products will go through customs check. The time frame will depend upon your countries customs regulations.
You may definitely cancel an item in your existing order as long as it has not been processed yet. Cancellations can be processed before 2PM EST, same day from the time the order has been placed.
In that case, please send us a request to cancel your item immediately at support@tweelio.co and we will help you cancel it.
To cancel your order, please send us your request at support@tweelio.co. We will help you cancel it and notify you when done. Cancellation might be processed before 2PM EST, same day from the time the order has been placed.
If the item you received is not what you originally ordered, we are happy to replace the item for you. Please notify us immediately at support@tweelio.co so we can assist you promptly. We will need you to send us a photo of the item you received.
If the item you received is damaged/ defective, we are happy to send you a replacement. Please notify us immediately at support@tweelio.co. We will contact you right away.
We will need you to send us a photo of the item you received.
All items purchased from Tweelio.co are made pursuant to a shipment contract, meaning that the risk of loss and title for such items pass to you upon our delivery to the carrier.
If you are in the US and it’s been over 10 business days since you placed your order, or if you are overseas and it’s been over 25 business days since you placed your order, please let us know by emailing us at support@tweelio.co with your name and order number. Thanks for your patience!
Our replacement policy allows for item(s) your choice of a full refund or replacement item(s). However, we do have a few simple requirements for processing a return.
Our 30-day Exchange Or Refund Guarantee
Tweelio guarantees that any item bought from us can be refunded or replaced for free with a 30-day, post-purchase money back guarantee.
Where will I receive my refund?
All refunds will be placed back on the account used to make the original purchase
Acceptable Return Reasons
Damaged: The product is damaged in delivery
Defective: The product does not function as described in its manufacturer specification
Incorrect/wrong item: Not the product the customer ordered (e.g. wrong size or wrong color)
Missing items/parts: Missing items/parts as indicated in the packaging
Does not fit*: Customer receives the size that was ordered but it does not fit*
Website error: The product does not match website specifications, description, or image (this issue is attributable to a website error/misinformation)
Returns After 30 Days
Your item may not be returned after 30 calendar days based on the 30-DAY EXCHANGE OR REFUND GUARANTEE
Process for returning an item:
Make sure it meets the criteria for a valid return.
Send us a message at support@tweelio.co indicating the intent to return the item. Please include the following in the email:
Photo of the item
Tags and labels attached
We will send a response to assist you in processing the return of the purchased item.
Time Frame For The Quality Evaluation Process
After we receive your package at our warehouse, the quality evaluation process will be completed within 48 to 72 hours but may be extended. Please be informed that for certain products, this process may take more time.
Time Frame To Receive Your Replacement/Refund
Replacement option: once the item has undergone the quality evaluation process, expect to receive the item within 2-4 weeks from the date we receive the tracking information of the returned item.
Refund option: customers who have requested for refund can expect to receive it within the following time frames:
Payment Method (at the time of purchase)
Refund Option
Refund Lead Time (to see the amount on your bank statement)
Credit card / Debit Card
Credit / Debit Reversal
Paypal
Paypal reversal (if Paypal balance)
5-7 business days
Credit reversal ( if Paypal is linked to a credit card)
5 to 15 banking days
Note: The amount may be reflected in your next billing cycle
Debit reversal ( if Paypal is linked to a debit card)
5 to 45 banking days(Depending on your issuing bank)
Note: The amount may be reflected in your next billing cycle
At Tweelio, fees reflected on check out are the only fees that would be collected upon placing your order. However, for items that would be sent across borders, your country may charge you with duty or taxes fees. Do check your government’s policy on the items bought from abroad before placing the order.
*Please be guided that Tweelio will not be held liable to any loss of items from the mailbox after the shipment has been declared delivered.*
Be advised that Tweelio won't be responsible for covering the shipping costs to return your item(s).
We are not liable for any return packages that are damaged, lost or stolen in-transit. Please keep your proof of postage and/or return tracking number when shipping back your returns.
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