WEBSITE FAQS

 

 

• How long will it take for my order to arrive? 

Due to the current circumstances of covid-19, deliveries may be slightly delayed depending on the local delivery network in your region. We hope that you lend your patience to the logistic teams no matter where they are, who are supplying us with our daily essentials and keeping goods flow through our communities.  

All standard orders will be shipped four to five business days of confirmation from our team that they have received your order. If your order includes an item that we indicated will be shipped at a later date, we will only ship the entire order out together once the item arrives. 

 

For standard shipping, you should receive your order within 7-10 business days. Please note, we ask that you allow up to 14 days for your package to be delivered before contacting us to open a lost box claim.

For Faster or Fastest shipping, our Expedited shipping rates vary based on weight, mailing address, desired delivery date. Please note, while most packages do arrive within 1-2 business days of the estimated 'faster/fastest' delivery date, we do not guarantee delivery on the estimated date shown during checkout.

All orders placed before 11 AM PST, will ship out the same day, any order placed after will ship the following business day. Once your order has been placed, you'll first receive an order confirmation email followed by a shipment notification email with tracking once shipped.

Products from the same order are often shipped from different warehouses. This does not affect your shipping cost but may require the order to be delivered in multiple packages and the shipping time may vary. You can also check the status of your order by logging into your account.


For additional information on our shipping policies review our shipping article. Please note twelvewater.com is not responsible for stolen packages.

 

 

REGION	ORDER AMOUNT	SHIPPING FEE	DELIVERY TIME
United State	Any	$0	4–5 working days
International	Any	Varies on Location	1–3 weeks

 

• How long will it take to get my refund?

Our warehouse typically takes between 5-7 business days to process a return after being received. Once the return has been processed by our warehouse a credit will be issued to your original payment method within 5-7 business days. In total this entire process can take up to 14 business days. Be sure to save your proof of postage until your return is completed.

• Local Express Shipping 

If you are located in United State and need to expedite your package, do email us first at Support@twelvewater.com. We’ll respond within 24 hours. 

Currently, we do not ship on weekends and public holidays.  

• Will I receive customs/import duties? 

Any customs or import duties are charged once the parcel reaches its destination country. You may be charged for handling fees and taxes as your order passes through customs. These charges must be paid by the recipient of the parcel. We are not responsible for any customs and import duty charges. 

Unfortunately, we have no control over these charges and are unable to tell you what the cost would be, since customs policies and import duties vary widely from country to country. We recommend contacting your local customs office for current charges before you order, so you are not surprised by charges you were not expecting. 

• How do I cancel or change my order?

As soon as you place your order, we begin processing it. Therefore, we are unable to change or cancel orders. Please visit the returns page if you wish to submit a return authorization once your order has been received. The terms and conditions for returns will apply.

• How do I place a return or exchange? 

It’s our goal to ensure you have the best possible experience with us, and so we offer returns valid for 30 days from the date of arrival. As such, you will be responsible for paying for your own shipping costs for returning your item. 

To return your item, do email us at Support@twelvewater.com and mail it back to: 

www.twelvewater.com

52122 Lexington Lane, Chesterfield Michigan 48051, United States

 

If 30 days have gone by since you’ve received the parcel, unfortunately, we can’t offer you a refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance so that your order travels safely us, as we cannot guarantee that we will receive your returned item. 

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. If all is well with the returned item your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within 14 days. 

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at Support@twelvewater.com.

 

• Can I return or exchange an item I bought on sale? 

Unfortunately, all items purchased during a sale or marked at a discounted rate cannot be exchanged or refunded. If you send them back to us for a return we will not be able to process a refund. If you have any questions about sizing, fit, or fabric, please reach out to our customer service before placing your order. 

 

• I think I got the sizing wrong on my order, can I exchange it for a different size? 

We’re happy to send you the right size and do an exchange! Otherwise, we only replace items if they have arrived defective or damaged. If you need to exchange it for the same item in a different size, send us an email at Support@twelvewater.com before sending your item to: 

www.twelvewater.com

52122 Lexington Lane, Chesterfield Michigan 48051, United States

• I received the wrong goods, what do I do?

Although we strive for perfection, we are human and sometimes the wrong items are shipped from our warehouses. We are so sorry for any inconvenience this has caused, and our customer service team is here to help make things right. Please contact our customer service team via phone or our  Support@twelvewater.com , so that they can work to get you your goods as soon as possible.
Phone support is available Monday-Friday from 8am-5pm PST
(586) 569-6179

 

• How do I know which size fits me? 

Please click on the size guide that is on each product page. Product sizing varies between different brands and styles. Product size information can be found toward the bottom of each product detail page as shown in the image below. Unless otherwise specified sizing is in inches and is taken with the item lying flat. If you have any specific questions please feel to contact us at Support@twelvewater.com

• How do I check the status of my order?

We have you covered! We will email you as items in your order ship, or if there are updates on the status of your order. Can't find the email? Click here to check the status of your order.

Please note www.twelvewater.com is not responsible for stolen packages.

• How can I pay for my order?

Clothing Shop Online currently accepts Visa, MasterCard, Discover, and American Express. We also accept payment via PayPal and Affirm.