Order Policy
Refund & Shop Policy
Processing & Turnaround Time
At Twin Mama Co, every order is made with care and attention to detail. Because our products are handmade and made to order, please allow 5–15 business days for processing and production before your order ships.
Business days are Monday–Friday and do not include weekends or U.S. holidays.
Your 5–15 business day turnaround begins once your order has been placed and payment has been received.
Please keep in mind that 5–15 business days is our production/processing time and does not include shipping transit time. Once your order has shipped, you will receive a shipping confirmation with tracking information.
Orders are completed in the order they are received. Selecting a shipping upgrade does not move your order ahead in our production queue or shorten the processing time.
While we work hard to stay within our stated turnaround time, occasional delays may happen due to circumstances outside of our control. If there is an unexpected delay with your order, we will communicate with you as soon as possible.
Shipping
Orders are shipped through USPS or UPS. Once your package has been handed over to the carrier, shipping times are controlled by the carrier and are outside of Twin Mama Co’s control.
Please keep an eye on your tracking information after your order ships. Twin Mama Co is not responsible for packages that are lost, stolen, delayed, or marked as delivered by the carrier.
If your package is damaged, lost, or experiencing a significant delivery issue, please contact the shipping carrier directly to file a claim.
Incorrect Shipping Address
Please carefully review your shipping address before completing your order.
If you realize that you entered an incorrect address, contact us as soon as possible and before your order ships. We will do our best to correct it before it leaves our possession.
Once an order has shipped, we are unable to guarantee that the shipping address can be changed. Twin Mama Co is not responsible for orders shipped to an incorrect address entered by the customer at checkout.
Refunds, Exchanges & Cancellations
Because our products are custom made and/or made to order, we do not accept returns or exchanges due to sizing, color preference, change of mind, or ordering the wrong item.
Orders cannot be canceled or changed once production has begun.
If you need to make a change to your order, please contact us as soon as possible after placing your order. While we cannot guarantee that changes can be made, we will always do our best to accommodate you when possible.
If there is an issue with your order caused by an error on our part, please contact us so we can work with you on an appropriate solution.
Damaged or Incorrect Items
Every item is inspected for quality before it is packaged and shipped.
If you receive an item that is damaged, defective, or incorrect, please contact us within 3 days of delivery at:
twinmamadesigns@outlook.com
Please include your order number and clear photos of the issue.
Issues must be reported before the item is washed or worn.
Heat press lines or temporary marks that may appear on a garment are a normal part of the production process and typically disappear after the first wash.
No refunds or replacements will be issued for items that have been washed or worn unless otherwise determined by Twin Mama Co.
Handmade & Product Variations
Our products are handmade, and slight variations may occur from one item to another.
Some minor imperfections may naturally occur during the production process, including small variations in placement, color, texture, or finish. These are not considered defects and are part of the handmade nature of our products.
Product photos may include digital mockups. Because every item is individually made, the finished product may vary slightly from the image shown online.
Personalization
Please double-check all spelling, names, dates, and personalization information before submitting your order.
Twin Mama Co is not responsible for errors in personalization information provided by the customer.
If you notice an error after placing your order, please contact us immediately. We will do our best to correct it if production has not yet begun.
Bulk & Large Orders
For large or bulk orders, please contact us before placing your order so we can discuss pricing, availability, and turnaround time.
Bulk orders may require a different production timeline depending on the size and complexity of the order. Any applicable turnaround time will be discussed and agreed upon before payment.