Twelve Theory is proud to partner with Route, the leader in package protection and tracking solutions. By selecting Route+ at checkout your order will be protected from damage, loss*, or theft. In the unfortunate case that your order never comes or is broken upon arrival, you can easily file a claim with Route and receive a replacement or be fully reimbursed. We are excited to offer this service to you and we highly recommend you use Route+ package protection at checkout.
*Claims for packages marked “delivered” must be filed after 5 days and before 15 days from the date the package was marked “delivered.” Claims for packages presumed to be lost (where the status is not “delivered”) must be filed after 7 days (20 days for international) and within 30 days from the last checkpoint
IS SHIPPING FREE?
Free shipping is available WORLDWIDE for orders over $50!
WHY IS MY ORDER BEING SHIPPED IN DIFFERENT PACKAGES?
If you have a multi-item order, each item may be shipped from a different international warehouse, depending on which warehouse can deliver the quickest. Alternatively, if an item is popular and on a bit of a back order, we might ship your items at different times, in different packages, to prevent holding up your order and to get it to you as fast as possible!
WHEN WILL I RECEIVE MY ORDER?
Orders are shipped out directly from any of our many domestic and international warehouses and they will do everything they can to get you your order as fast as they can! Due to the popularity of our offers, please allow 7-15 days for your order to arrive in the USA (varies from product to product). Other countries can take 7-20 days (varies from product to product) due to distance traveling and customs. Please note, that due to the extreme popularity of our offers, these are only estimates.
WHY IS MY ORDER STUCK IN THE SAME PLACE?
Orders may appear to be stuck while waiting to be cleared by Customs is the destination country. Typically, you will see an “Acceptance” tracking update until the package has been cleared by customs. Once the package has been cleared the courier will update tracking information until the package arrives at your door. :). If you think there may be a larger issue with your package please contact us at info@Twelvetheory.com
WHAT HAPPENS IF MY ORDER GETS STUCK OR LOST IN THE MAIL?
All of our orders are sent with insured shipping and handling. If an order gets stuck at customs, or is sent back or even lost during the delivery process, we apologize! The postal service is out of our control. However, in cases like this, because the packages are insured, we will send you a new package with quicker shipping and full tracking, if possible. Please see our refund and return policy for when this would be applicable.
WILL I BE CHARGED FOR CUSTOMS AND TAXES?
The prices displayed on our site are tax-free in USD, which means you may be liable to pay for duties and taxes once you receive your order. Import taxes, duties and related customs fees may be charged once your order arrives at its final destination, which are determined by your local customs office. Payment of these charges and taxes are your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details of charges, please contact your local customs office.