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- Do you ship internationally?
- How do I supply proof of identity for an international credit card order?
- Why haven't I received an email about my order?
- I received a package and it wasn't all there. Where is the rest of my order?
- Do you offer Overnight or 2nd Day Delivery?
- The status of my order says Backordered.
- How will my package arrive?
- Do you sell wholesale?
- Do you accept Paypal?
- Is your site secure? How is my information used?
- Do you have a physical store I can visit or a catalog I can get by mail?
- Do you ship to APO, Hawaii, Alaska, Puerto Rico addresses?
- Do I HAVE to sign up for an account to order?
- How Much is Shipping?
- What are your return policies?
- How do I choose for best fit?
- How do I contact you for questions?
- What will my credit card statement say on it?
I lost my password. Can you give it to me?
- Do you ship internationally?
Yes, but we have special requirements for credit card payments from non-US cardholders. The Address Verification System used by US credit card processing companies is unable to verify 99% of addresses outside the US and we cannot risk sending items to unauthorized parties. Canada is the only exception.
To use a non-US credit card, you must provide Proof of Identity. We must receive your Proof of Identity within 20 days of your order date or your order will be canceled.
International customers who cannot or will not supply this information are advised to pay via Money Order. Send to:
Twin Flame Designs
P.O. Box 673
Powderly, TX 75473
USA
Also, please note that international orders may take 5-10 business days longer to ship, as our warehouses do not ship internationally. We have to have items we don't have on hand sent to our facility here and then re-ship to you via USPS.
- How do I supply proof of identity for an international credit card order?
After placing your order through our online shopping cart, please email, fax or mail a copy of your:
credit card (front and back), state-issued ID, Driver's License or Passport, and your signature in order to prove that you are the cardholder and have authority to make the purchase. Please also include your order number.
Email it to us using the Contact Us button in the left menu;
For fax number, please email us using the Contact Us button located in the lower left menu.
or via Postal Mail to:
Twin Flame Designs
P.O. Box 673
Powderly, TX 75473
USA
We must receive your Proof of Identity within 20 days of your order date or your order will be canceled.
- Why haven't I received an email about my order?
Due to increased spam filtering, some of our customers report that they do not receive order confirmation or status-change emails. These are automatically generated by the site, and some filters and settings interfere with receiving them. We do know that AOL customers particularly have this problem as well as many others. Please check your junk folder just in case. You can always check the status of your order and any comments pertaining to it by logging in to your account on the website.
- I received a package and it wasn't all there. Where is the rest of my order?
Your order may come in several packages, depending on what you have ordered. Shoes and boots come from separate warehouses as clothing, which can also come from different places. In order to offer you the best selection of items, several distributors are used, and your items may arrive separately at no extra shipping charge to you. In the case of backordered items, what is available will ship immediately and the backordered item will ship when it is available.
- Do you offer Overnight or 2nd Day Delivery?
We can ship most items domestically by Fed Ex Overnight, UPS Next Day, or UPS 2nd Day. Please see FAQ about shipping methods and times by manufacturer "How will my package arrive". There is an additional charge of $21.00 for Overnight or Next Day, and $14.00 for 2nd Day to facilitate this, and will be charged to your credit card. In-stock items are shipped Mon-Fri. Please mention desired method of rush shipping in the Comments section at checkout.
- The status of my order says Backordered.
Backorders do, unfortunately, happen. Popular items sell out fast and we replace them as quickly as possible. This can take 3-4 weeks for clothing, 6-8 for shoes and boots, sometimes longer. If it appears to be a long wait, we may choose to cancel your order or email you about the wait and similar items that are available. Many of our items are housed at out of state warehouses, thus we are unable to "go look" to see what is in stock, but can call and verify availability if necessary during regular business hours.
- How will my package arrive?
We use several warehouses for the majority of our items. Each warehouse has their own preferred methods of shipping and processing times, with priority given to Rush orders. All use plain boxes with no reference to lingerie or similar.
Below is a listing of shipping methods by warehouse item number and average, non-holiday processing time:
OS - UPS Ground, Next Day, 2nd Day Air. No tracking provided unless requested. Ships in 1-2 business days.
HH, EL, PL - UPS Ground, Next Day, 2nd Day Air. Tracking provided. Ships in 2-3 business days.
CC, ME, TF, EI - USPS Priority Mail, 2-3 day delivery. No rush orders. Tracking may be provided. Ships in 2-4 business days. CC items are custom made at time of order. Please allow for busy schedules.
- Do you sell wholesale?
No. We are busy keeping the website as current as possible to add wholesale sales to our schedule.
- Do you accept Paypal?
Yes, but you MUST have a confirmed address or payment will not be honored. We will ship only to the confirmed address.
- Is your site secure? How is my information used?
Yes, we do have a valid security certificate and SSL code. Various computer settings mean that some computers may not recognize the company that is providing the security lock. WE wouldn't shop at a site that isn't secure. Why would you?
Your privacy and security are our top priority. Your information is NEVER shared with anyone except our warehouses, who also have their own similar policies. All they need is your address for the shipment. Your credit card information does not go beyond us, and is heavily encrypted to prevent theft. We do the billing, and we dispose of unnecessary information immediately after doing so.
- Do you have a physical store I can visit or a catalog I can get by mail?
Our physical store is closed to the public at this time. Item availability changes frequently, and to keep your prices down, we do not offer a print catalog.
- Do you ship to APO, Hawaii, Alaska, Puerto Rico addresses?
Yes, we will ship to military addresses and our U.S. states in the outer reaches, but we do have limitations. Our warehouses do not ship to APO and other military addresses. We will gladly have the merchandise sent to our facility and re-ship using the USPS system at no extra shipping charge to our military forces. This may take as much as an extra week for you to receive your items, but allows you to choose what you ordinarily wouldn't be able to easily get through the Fed Ex or UPS. ( Limited to non-restricted items )
Hawaii, Alaska, Puerto Rico - Most UPS and Fed Ex shipments are only sent via 2nd Day Air, at an expense of $23.00 per one-item package average. We cannot absorb this cost, and will have to charge an additional $15.00 for shipping. An alternative is to have the items shipped to our facility and then to you via the USPS system, for an additional $6.00 & a week longer shipping time. We will notify you if one of these methods will need to be used for the item(s) you ordered.
- Do I HAVE to sign up for an account to order?
Yes, we can only process your order with an account. Benefits to having an account are a "Smart Cart" that remembers items you've placed in it previously so you can buy when you are ready, Domestic customers can see the accurate shipping total for their order, no matter how many items they have, your account can be marked for discounts for loyalty purchases, and much more. Once you order, you can check on the status of your order just by signing in and viewing "My Orders".
We don't care who you are or why you are ordering a product. That's not our business. Our business is to get it to you at the best price, using the information provided. We do NOT sell or rent your information, nor do we send you emails outside of your first sign-up and those pertaining to your order.
- How Much is Shipping?
Most domestic orders ship for a flat rate of $7.95. Many single items throughout the site ship for just $4.49! Heavier items or ordering several items may raise shipping costs slightly. It is always more cost efficient to buy more than one item as first-item shipping is the most expensive.
- What are your return policies?
Please see the Shipping Section for our return policies. Clearance items are not returnable except for manufacturer defect.
- How do I choose for best fit?
Please visit our Shipping section. At the bottom there are tips for getting the best fit from your apparel and footwear.
- How do I contact you for questions?
Use the Contact button at the top of the page. We are best reached by email, as we do not have the staff available to provide telephone service.
- What will my credit card statement say on it?
You will be billed by Twin Flame Designs, our parent company. Some credit card companies insist on a memo line, and it may also say "Misc. Apparel".
I lost my password. Can you give it to me?
No. Our employees are not able to retrieve passwords as a security measure, to protect your information. Please retain your password when creating your account, or use a password that is familiar to you for easy recall.
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