Ordering and Shipping
ORDER PROCESSING AND SHIPPING POLICY
Once your order is placed, you will receive an order confirmation and an estimated date of delivery by email. We offer a fully insured domestic & worldwide, express & priority delivery service. When the order is shipped, you will receive another email containing tracking information and the delivery date. If for any reason an item is out of stock, we will notify you by either email or telephone. You will not be charged for any item that is out of stock. However, note that delivery times can also be subject to external factors as shall be described herein this policy and therefore, cannot be guaranteed. Please make sure to enter your shipping address correctly before you place your order.
Where do we ship to?
We will ship anywhere in the world with any of the world's trusted carriers like FedEx, UPS, DHL, TNT, and the USPS. Decisions will be based on where the package is going and how large it is. If ordering from the US, your order will be sent immediately after the reception of the funds. The courier will depend on the value of the purchase, with all orders delivered the next business day. If ordering from outside the US, your order will be sent immediately after reception and clearance of the funds. International deliveries will depend on the choice of the courier and the destination.
Estimated shipping quote
At the time of purchase, a shipping estimate and/or shipping deposit is added to the total purchase amount. The actual shipping charge may vary depending on the shipping method, geographical location and other special circumstances. A Twain Time Concierge will contact you upon receipt of your order to finalize charges, at which time the total purchase price will be finalized. We reserve the right to adjust the authorized amount on your credit card to the actual sales total before processing the credit card transaction. You will be informed before the transaction is modified and finalized.
Estimated delivery date
Estimated delivery dates for both domestic and international orders provided by Twain Time are non-binding and time of delivery is not of the essence. This estimated delivery timeframe will be displayed to you at checkout before you complete your order. Nevertheless, transit time is extremely fast and you will receive your item within 1 to 6 business days (pending customs clearance).
We shall not be liable for any delays, loss or damage in transit. Twain Time shall not be held responsible for any shipment/package being delayed by the carrier due to adverse weather conditions, uncontrollable circumstances (flight delays, equipment malfunction etc.), or an act of God and will not refund the cost of shipping.
Multiple days of delays on shipments can be caused by any of the above-mentioned events regardless of the shipping method selected at the point of checkout.
Everything that leaves our store is fully insured against loss, theft and damage during its transit so you can feel comfortable knowing that your investment is protected. All of our packages are insured by an independent third party insurance company. Obviously, some of the time an item will exceed the limits of the insurance policy. In such cases, we will use armored services such as Brinks, Malca Amit, and Ferrari Express to get your package to you on time and in immaculate condition. Again, charges for these services will apply and will be provided at the time of purchase.
As a company, we have to mark the merchandise "commercial" and not "gift". We cannot declare a lower value. Your items will be fully insured for the purchased price.
Please note that due to the nature of our products and their value, every single one of the packages we send out will need an adult signature at the time of delivery. For insurance reasons, we are not able to ship our products if there isn't an adult available to sign for the package upon delivery.
Shipping to an address other than the billing address when paying with a Credit Card
Due to the heightened risk of fraud associated with credit card purchases and shipment of luxury products such as watches and jewelry, Twain Time prefers to ship items to the billing addresses of their clients. However, we do recognize the desire for customers to have the option of shipping the item shipped to an alternate address. If you would like that a package be shipped to an address different from the billing address linked to your credit card, we will require that you contact your credit card company and have them add an "Alternate Shipping Address" to your account with them. This is a very routine & simple process which should take only a few minutes calling your bank credit card customer support.
If, of course, all of this is a little too much to put into your purchase, please feel free to come and pick it up in person during our normal business hours.
Shipment reroutes/lost shipments/shipments returned to Twain Time
In the event that an order is placed with incorrect shipping information and requires a change of address, the customer will be charged a reroute fee and any additional shipping charges that may apply to such rerouting. This fee can vary based on your location and how much the shipment needs to travel away from its originally shipped location.
International shipping, import duties, taxes and fees
International shipment may be subject to import taxes, custom duties and fees, which are imposed upon the shipment reaching your country and such custom charges must be fulfilled by you. We have no control over such charges and as such, we cannot predict what such charges may be. In some countries duty (not sales tax) apply only above a certain amount for some items (Brazil $50.00, Israel $75.00 Australia $900.00 etc.). Please, check before buying.
We advise you to check with FedEx or the DHL customs office to determine what these additional costs will be prior to buying.
These charges are normally collected by the shipping company or when you pick the item up - Please do not confuse them for additional shipping charges.
All International orders are verified through the Twaintime.com payment system. Please note that your order may be subject to additional verification since many international banks do not support address verification (AVS).
If more information or documentation is needed, you will be contacted by a customer service representative shortly via email or telephone. We send email notifications for every change of order status.
Tracking your order
You will receive an e-mail notification the day your order has been shipped with a confirmation of shipment and a tracking number. This gives you the ability to track your order at all times until it reaches your doorstep. Please be advised that depending on your inbox's security settings, our confirmation e-mail may be received as SPAM. Check your 'SPAM' or 'Junk' mail inbox periodically.
Questions and concerns?
Please email us at email@example.com for questions, comments and feedback.