FAQs
What is your return/exchange policy?
1. All return request must be made within 3 days of receipt for store credit only.
2. All return items must be in original condition. We do not accept anything that has been washed, altered and/or damaged that is not manufacturer’s defect. Broken pre-pack(s) will be refused for a return.
3. Please contact us at hello@shoptwentyten.com. Please include these information in the email: Invoice Number, Company Name, Address and Phone Number, Style Number, Quantity, Color and Reason for Return
4. Once we receive the above information, we will send a confirmation email for the return request. Store credit will be issued once we receive the items and have been inspected by our return department.
• Please note shipping charges will be paid by buyer for both ways.
• Store credit will not be issued if the return hasn’t been confirmed beforehand.
• ALL SALE/DISCOUNTED/PROMOTIONAL ITEMS ARE FINAL SALE.
5. WE ARE NOT ABLE TO TAKE ANY DEFECTIVE AND/OR SIZE CLAIMS FOR ANY ITEMS THAT ARE LABEL CHANGED.
We are not able to take multiple return request/defective claim on one purchase order. Only one time return request/defective claim can be processed.
RETURN POLICY for incorrect or defective item(s)
1. Claims for any damage/incorrect item(s) must be made with 3 days of receipt for store credit only.
2. Please contact us by emailing at hello@shoptwentyten.com. Please include these information in the email: Invoice Number, Company Name, Address and Phone Number, Information about incorrect/damage item(s). And please include photos of the defect(s).
3. Once we receive information about the incorrect or defective item(s), we will promptly assist you with your return request.
4. Any defective/wrong items must be shipped out in 3 business days of receiving the return shipping label.
• Store credit will not be issued if the return hasn’t been confirmed beforehand.
• ALL SALE/DISCOUNTED/PROMOTIONAL ITEMS ARE FINAL SALE.
5. WE ARE NOT ABLE TO TAKE ANY DEFECTIVE AND/OR SIZE CLAIMS FOR ANY ITEMS THAT ARE LABEL CHANGED.
WE ARE NOT ABLE TO TAKE MULTIPLE RETURN REQUEST/DEFECTIVE CLAIM ON ONE PURCHASE ORDER/INVOICE. SO PLEASE CHECK YOUR ITEMS BEFORE MAKING A REQUEST OR CLAIM. ONLY ONE TIME RETURN REQUEST/DEFECTIVE CLAIM CAN BE PROCESSED.
Do you offer discounts?
Join our email listing and follow us on Instagram to receive sale alerts, special coupon codes and newsletters.
How do I join your email listing?
You can send us an email at hello@shoptwentyten.com or by direct messaging us through our instagram @twentytenusa.
Do you charge a deposit for pre-orders?
For any pre-orders that are 60 pieces and over, we charge 20%~50% of the order amount as a deposit. The deposit is non refundable if you cancel the pre-order.
SHIPPING POLICY
IN-STOCK
UPS shipping: Orders placed by 10 a.m. (PST) will be shipped out same business day once payment clears. And orders placed after this time will be shipped out the following business day.
USPS shipping: Orders will take 1-3 business days to ship out once payment clears. We do not have a regular pick up schedule with USPS so we might not be able to ship out same business days.
Trucking/Cargo: We are sorry but we can only deliver to cargo/trucking within walking distance from our warehouse location.
If you need to cancel or make changes to an order, contact us before our daily UPS shipment cut off time, which is 1 p.m. (PST). Our USPS shipment cut off time is 11:00 a.m. We cannot cancel or make any changes after that time. No cancellation accepted after shipment or if the order has been already processed. Please check your payment information and shipping/billing address before placing an order. We are not responsible for shipping it to the wrong address. If you have an important message or request about your order that we should know about, please leave it in the "COMMENT BOX" or you can always reach us by emailing us.
PRE-ORDERS
If you order pre-order item(s) with an in-stock item(s), we will ship in-stock item(s) first. We will ship pre-order item(s) as they become available. If you wish to ship all of your items together, please let us know by leaving a note on the PO. ETA is just estimated time of arrival only. ETA may be delayed up to 7 business days.
FREE S&H PROMOTION
If you qualify for a free shipping promotion, please note that we can apply free shipping promotion to one PO only. If you order pre-order item(s) with an in-stock item(s), we will ship the in-stock item(s) for free and will charge for S&H when we ship your pre-order item(s). If you wish to ship all of your items together once pre-order item(s) become available, please let us know by leaving a note on the PO. We can ship all of your items together and apply the free shipping promotion.
Do you hold merchandise?
We are not able to hold any merchandise.
ETA & Pre-orders
ETA is just an estimated arrival date. Your pre-orders and back orders may be delayed up to 14 business days. If you need to cancel or make changes to your order, please contact us immediately via message, email or phone. Or you can always write the cancel date on the PO memo so that we can cancel your order if ETA get delayed.
Why was my order cancelled?
If your payment does not go through, we will cancel your order in 3 business days. We will try to contact you through either by phone or email before cancelling. Please make sure that your billing and payment information is updated before placing your order.
Need immediate answers or help?
If you need to contact us immediately and our office is closed, email us at hello@shoptwentyten.com or DM our instagram @twentytenusa
