Shipping policy

Shipping Policy

At Two Trails Design LLC, we strive to provide efficient and reliable shipping services to ensure your orders are delivered promptly and securely. Please review the following information regarding our shipping policy:

Shipping Rates:

  • Shipping rates are calculated based on the weight of your order and the destination address. During the checkout process, you will be provided with the available shipping options and their corresponding rates.

  • Customers are responsible for covering the cost of shipping, which will be added to the total order amount.

Free Shipping:

  • We currently offer free shipping on orders containing 2 or more apparel items (t-shirts, hoodies, longsleeves, tanks). This promotion is applied automatically at checkout and is subject to change or discontinuation at any time without prior notice.

  • Orders eligible for free shipping will automatically show free shipping once in the checkout page.

Shipping Methods:

  • The estimated delivery times for each shipping method will be provided during the checkout process. Please note that delivery times may vary depending on the destination address and shipping carrier.

  • We use multiple carriers, most likely to end with your local post office delivering your item. Some carriers deliver from start to finish.

Order Processing:

  • Orders are typically processed and shipped within 3-5 business days of payment confirmation. You will receive a shipping confirmation email with tracking information once your order has been dispatched. (Shipping time can increase with high demand and during peak hours of shipping like Black Friday and Christmas time). 

  • Please ensure that the shipping address provided during checkout is accurate and complete to avoid any delays or delivery issues.

    • If you made an error in your shipping address, we have very limited time to correct this if needed. Please get in touch with us ASAP to make corrections (info@twotrailsdesgin.com)

International Shipping:

  • We currently only offer shipping within the U.S.A.

Shipping/Product Damage:

  • In the rare event that your order is damaged during transit, please contact us immediately for assistance. We will work with the shipping carrier to resolve the issue and ensure that you receive a satisfactory resolution.
  • If your product has damage, please take a photo to communicate the damage, stain, etc. and email to us at info@twotrailsdesign.com
  • **Please make sure to photograph the product in the best lighting possible**

Lost Packages:

  • For packages lost in transit, it is the customers responsibility to reach out to the carrier, per their tracking information, to try and locate their shipment first.
  • Customer must submit a missing mail claim with the delivery carrier who lost package, and provide proof of the claim. 
  • If that does not resolve the issue, submit a claim with us and we will cover the cost of reprinting and shipping a replacement order for you if we cannot resolve the issue. 
  • All claims must be submitted no later than 30 days after the estimated delivery date.
    • Email info@twotrailsdesign.com the following information
      • Full Name & Order Number
      • Confirm your shipping address was correct
      • Information on the carriers response to your request

Keep in mind that if tracking information states an order was delivered but you state you haven't received it, we will try our best to assist but cannot take responsibility and reship that order. In that case, any replacements would have to be at your expense. 

Missing or Delayed Packages

If your package is delayed, marked as delivered but not received, or otherwise lost in transit, we recommend taking the following steps:

  1. Check Tracking Information: Use the tracking number provided in your shipping confirmation email to check the package status on the carrier's website. Make sure you are viewing the most recent carrier.
  2. Contact the Carrier: For issues such as delayed, lost, or misdelivered packages, reach out to the carrier directly. They are best equipped to provide updates, initiate investigations, or resolve delivery issues. We recommend contacting their customer support prior to submitting a claim.

Returned/Refused Packages:

  • If the address was entered incorrectly, or the delivery driver cannot locate your address, the package will be marked on tracking as "returned/refused" and sent back to our warehouse.
  • If a product is returned, it’ll be shipped back to our facility, and we’ll place it in temporary returns storage up to 30 days. We’ll notify you about the return via email to attempt to reship.
  • By the end of the 30 days period, all unclaimed returns will be donated.
  • If our warehouse receives it, we will ship it back out to the correct/updated address at the customers expense (current flat rate + tax approx). 
  • If our warehouse does not receive it, we will offer a 50% coupon to reorder the product.

    *Not all returned packages make it back, due to getting lost in transit and the shipping partner does not cover this*

 

If you have any further questions or concerns regarding our shipping policy, please don't hesitate to contact us at info@twotrailsdesign.com.

Thank you for choosing Two Trails for your apparel needs!