Refund policy
Working business hours for contact are Monday-Friday.
You MAY be able to receive a refund if your order has not been processed or shipped out yet. It can't be in transit or already delivered. Twisted Chewz has to approve a refund before the process starts. If you receive an item and no longer want the whole order, the box/envelope can't be opened, and you have to contact us within 2 business days of receiving your order (we can determine this by using UPS Tracking). Customer is responsible for the shipping back costs (return label).
* All return/refund requests must be made to our Customer Service department via email or DM on instragram within 2 days of receipt of your order AND must be authorized by customer service in advance.
*If you would like to cancel your order, you are still responsible for the Return-to-sender fee (which is the original amount of shipping) and a 15% restocking fee.
To start a return, you can contact us at sales@twistedchewz.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at sales@twistedchewz.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food) custom products (such as special orders or personalized items)
Unfortunately, we cannot accept returns on sale items or gift cards.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.