FAQ's

Do you have a question before or after placing an order?

Most likely, the answer is below. If not, please feel free to contact us at anytime!

 

What forms of payment do you accept?

All payments are captured electronically through our website. You can choose to pay Visa, Mastercard, Discover or American Express. We also accept payments via PayPal if you have an account already established with them. You do not need to have a PayPal account in order to purchase our products, but it’s an option. PayPal also accepts credit card and e-check payments for non-account customers. Please keep in mind that if you choose to pay via Paypal e-check, your order will not ship out until the payment has cleared (typically about 4-7 days).

*Please note that all Pennsylvania residents will be charged 6.6% tax on all products (not on shipping) at checkout.

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How secure is the checkout process?

Our online shop uses a secure checkout process that automatically encrypts your confidential information in transit from your computer to ours using the Secure Sockets Layer protocol (SSL) with an encryption key length of 128-bits (the highest level commercially available).

 

What are your business hours?

Monday – Friday: 9:00am to 4:00pm EST

Saturdays & Sundays: Closed

Holidays: Closed

Holiday hours and closings will be announced periodically throughout the year.

If you have contacted us after business hours, thank you for your patience as we return your email. We strive to respond to all emails and questions within 48 hours or less.

 

Can I pick up my order if I’m local?

At this time, we are only an online shop offering shipped deliveries. We are a functioning warehouse (not a brick and mortar shop) and do not allow local order pick ups.

If you want to see if our twine is carried in a store in your area, please view our list of Vendors Near You.

 

What are our shipping & handling rates?

Shipping costs are based on weight and shipping destination. We strive to keep our shipping costs as low as possible. You can shop with confidence knowing that our shipping costs are not going to eat up your overall cost and we provide numerous shipping options for you to choose which shipping method works best for you!

Printable items do not have shipping charges. You will be able to download them once the order is complete. You will not receive any “tangible product” with downloadable products.

 

What currency is shown in your product and shipping costs?

All prices are shown in United States currency (USD).

 

What are the estimated processing and order fulfillment times?

Once your order is placed, your item(s) will ship out within 3 business days or less (unless you choose Rush Processing*). On average, most items ship out the same or next business day. If, for some reason, order fulfillment were to take longer than 3 business days, we will contact you within 24 hours or less once your order is placed and allow you to cancel your order if the delayed shipping time is a conflict.

* Rush Processing is available for an added $5.00. By adding this option, your order will be filled and shipped within 24 hours or less. It puts your order at the top of our list! 

Downloadable items will be available immediately after you complete your order. You will receive an email with your downloadable items and they will also be available to download in your account on our website.

 

How long will it take to receive my items?

For domestic (US) orders, your package will usually arrive within 2-6 business days once your package has shipped. These times vary based on which option you have chosen for shipment.

For international orders, transit times can vary dramatically. Typical transit time with USPS First Class and USPS Priority shipment is about 7-20 business days (but in rare cases, it can take up to 45 business days or more). Orders with USPS Express Mail  or FedEx shipping options will come with a tracking number and will also take a shorter amount of time to be delivered based on which option you choose.

No matter where your package is going or how it’s being shipped, we’ll let you know once it has been shipped so you know when to start stalking your mailman!

Downloadable items will be available immediately after you complete your order. You will receive an email with your downloadable items and they will also be available to download in your account on our website.

 

How are the products shipped?

We provide several shipping options to you. The most common and most economical shipping option is through the United States Postal Service (USPS),  but we do provide FedEx shipping options as well. Upon checkout, you will be able to choose your preferred shipping method and your shipping costs will be calculated accordingly.

Downloaded items will be emailed to your inbox and available to download in your account on our website.

 

Do you ship internationally?

Yes, we do! We ship our products world wide. Upon checkout, you will need to select a shipping method that works best for you. We ship all international packages through United States Postal Service (USPS) or FedEx International Economy.

Please Note: If you choose USPS First Class or USPS Priority Shipping, your order will NOT receive a tracking number and we will not be able to guarantee delivery. We cannot be held responsible for packages shipped via USPS First Class or USPS Priority Mail once they have been shipped. If you require or want a tracking number to your non-USA destination, you will need to select USPS Express Mail or FedEx shipping options.

We will not be responsible for packages that have been left unclaimed at customs and have been shipped back to us. If this occurs, we will refund your product costs once the package has been returned to us, but the shipping costs will not be refunded. If you would like us to re-ship your returned package, new shipping charges will apply.

International shipping costs DO NOT include duties or customs tax fees that may incur. You will be held responsible to pay these duties, taxes and/or fees issued by your country in order to receive your items. We will not be able to mark your package as “GIFT”. 

 

Will I receive a tracking number once my package has shipped?

If you are in the USA, yes! Your shipment will have a tracking number that you can follow. This tracking number will be emailed to you once your package has been shipped. You can also find your tracking number in your “My Account” section if you have created an account with us (recommended).

If you live outside of the USA, a tracking number is not guaranteed. Please see our “Do you Ship Internationally?” section above.

 

What is your Return Policy?

We hope that you love our products as much as we do and to make sure you’re completely satisfied, we offer a 100% customer satisfaction guarantee! We take time and effort to inspect all of our products before we ship them to you and we are very thorough in packaging our items for a safe delivery. However, we know mistakes and unforeseen issues can arise with deliveries!

If you have an issue with any of your items upon arrival, please contact us immediately after you receive your items—we will do our best to resolve any problem that may occur.

DAMAGED ITEMS: If your item(s) has been damaged during shipment, a new order will be shipped to you immediately at no cost to you. Along with your new package,  we will send you a shipping slip to return your damaged items back to us. If damaged goods are not returned within 14 business days, you will be billed for the new shipment we have sent as a replacement.

ITEMS WERE NOT WHAT I WANTED: We strive do our best to have proper item descriptions and photographs of all the items in our shop. Please carefully read through every product description before you make your purchase. If you are having a hard time deciding if the color(s) is right for your project at hand, contact us for a sample before ordering. We know that colors matching for an event like a wedding is a top priority…so please don’t hestitate to ask us for a little swatch! We’re always happy to accommodate.

Because we offer sample swatches upon asking, we do not offer refunds on our twine. However, we will gladly replace your items with new products or offer you store credit for future use. In order to receive the full exchange/store credit promise, all products must be returned to us in the original packaging and in an unused condition within 14 business days after you receive your items. Please return your items to us with a copy of your original invoice in a prepaid, insured and traceable manner to guarantee shipping documentation and a safe delivery of the returned goods. The buyer is responsible for all shipping costs incurred for the returned products.

DOWNLOADED ITEMS: Due to the nature of a downloaded item, we do not offer returns or refunds on any downloaded items. If there is a mistake or typo in any of the downloaded items you receive, we will happily correct the mistake and resend your files to you.

 

Do you offer sample swatches of your twine?

Yes, we do! We know things like weddings, parties and other major events require precise color matching. That’s why we’re always happy to provide you a small swatch of twine before you make a purchase. Please email us if you require a swatch of twine before you order. Swatches are mailed via USPS First Class Mail only. No tracking number will be provided for shipped samples.

 

Do you offer Wholesale?

Yes we do! We offer wholesale pricing on our baker’s twine. If you would like to resell our twine in your store, boutique or online shop, please visit our wholesale website for more information. You will be required to have a Tax ID or Seller Permit Number in order to qualify for our wholesale options.

 

Do you offer any other products other than baker’s twine?

At this current time, we sell baker’s twine. Why? We stick to what we know.

You may see some downloadable (PDF) products in our shop at various times. Things like printable gift tags, labels, calendars or other fun paper things like that. These downloadable products will be match to match our line of baker’s twine.

We are always expanding our line of twine and strings so be sure to check back often! We’d love to hear your suggestions for new twine colors…contact us at any time to let us know what colors you’d like to see in our shop!

 

Do you ever create custom or made-to-match twine colors?

Yes, we can do that. Please keep in mind that custom twine orders can take a few months to complete and it can be a costly venture (custom twine colors cannot be created in small batches). Contact us at any time with your questions regarding custom twine colors.

 

Do you offer discounts for large retail orders?

On an every day basis – No. To find out about our sales, discounts and other fun announcements, please join our mailing list. We promise not to flood your inbox. We only send our newsletter on a monthly basis. An occasional extra “deal alert” email may be sent as well. We will never sell your email address or information to anyone else. That’s just wrong.  We also occasionally announce special deals and savings on our Facebook and Twitter pages too!

 

Can I create a wishlist? 

Sure! To create a wishlist, add all the items you would like to your cart. When you view your cart, you’ll have the option to create a wishlist instead of purchasing them. You can then email your wishlist to your family members, friends and Santa to let them know what they can buy for you. Sometimes a little nudge in the gifting department is always nice. No more ugly sweaters for Christmas.

 

Can I purchase something as a gift?

Absolutely! When you checkout, be sure to fill in the recipient’s information (address, etc.) in the Shipping Address area and your information in the Billing Address area.

We do not have any special “gift packaging” at this time.

 

Twine Colors

We strive to make sure that we display our twine colors accurately in each product listing and photograph on our website. However, please keep in mind that all computers are collaborated differently and colors may vary slightly from screen to screen. We cannot guarantee that the colors will display accurately on your computer screen.

Please see our “Do You Offer Sample Swatches of Your Twine” section above.

 

Privacy Policy

You’re important to us and so is your information. At The Twinery, we keep things confidential and secure. We will never sell or share your information with anyone for any reason. For your added security, we do not retain your credit card information after your order is placed.

 

Is your baker’s twine food safe? 

Our baker’s twine has been purely created for decorative use only. While we have not had any negative incidents reported, our twine has never been tested for food safety and we do not recommend using it along with food or cooking.

 

Is your baker’s twine color fast? 

We do, on occasion, wash or use our baker’s twine in liquid for various crafting adventures. However, our twine has never been formally tested for color fastness. We highly recommend that, if you plan to use our twine for a crafting technique that requires it to get wet or washed (such as using it to sew buttons onto a sweater or using it to knit or crochet embellishments), you test it before you commit to a large project!

 

Disclaimer

By visiting The Twinery’s website, you agree not to copy, reproduce or recreate any of our products by any means. You also agree not to share or sell any of our downloadable products without prior written consent and you will give credit to The Twinery when using our products. You agree that neither The Twinery nor it’s owners will not be held liable or responsible for any issues or incidents (direct, consequential or incidental damages) that may arise from any aspect of your order, including but not limited to product usage, printing or delivery.

 

If we didn’t answer your question here, please contact us at anytime! 

 

Thank you for stopping by The Twinery!