FAQ's
How can we help?
How long will it take to receive my order?
see holiday shipping cut-off times here .
we stitch and ship your order within 3-6 days. *Processing times may increase by 1-3 days during busy holiday seasons and new product launches.
*In a rush? please send us an email as soon as possible with your request and we will do our best to make it happen!
*no stress- We are *not* using canada post during their strike*
*these times are estimates from the postal companies and Twin Raven Co. is not responsible for shipping shenanigans
we stitch and ship your order within 3-6 days. *Processing times may increase by 1-3 days during busy holiday seasons and new product launches.
*In a rush? please send us an email as soon as possible with your request and we will do our best to make it happen!
*no stress- We are *not* using canada post during their strike*
Shipping times:
Canada: 1-6 days
USA: 2-6 days
Europe: 8-14 days
EXPRESS: 1-4 days
Canada: 1-6 days
USA: 2-6 days
Europe: 8-14 days
EXPRESS: 1-4 days
*these times are estimates from the postal companies and Twin Raven Co. is not responsible for shipping shenanigans
*shipping is free over $99. flat rate shipping $10 for orders under $99.
Do you accept Returns or Exchanges?
All sales are final, we meticulously stitch every item just for you! If you have any sizing questions or wish to engage in delightful conversation, don’t be shy- send us a message at info@twinravenco.com and we’ll gladly assist you!
see "what is sizing like" below for general sizing information.
What is your cancellation policy?
As every item is made to order, cancellations cannot be guaranteed. Please contact us within 24 hours of placing your order to try arrange a cancellation.
What is sizing like?
All of our fabulous finds are rocking a unisex, oversized vibe. Most of our customers stick to their usual size for sweatshirts and tees, or size up one size for that extra comfy, relaxed look. When it comes to sweatpants, true-to-size is the popular pick!
for Kids, size up 1-2 sizes so it can be worn for multiple seasons/years to come.
for Kids, size up 1-2 sizes so it can be worn for multiple seasons/years to come.
please don't hesitate to send us a message if you have any questions at info@twinravenco.com
Can I Track my Order?
yes- All orders are tracked. You will receive an email including a link with live tracking information once your order has shipped.
Please allow 24 hours for this information to update.
Note that Twin Raven Co. is not responsible for delayed, lost, or stolen packages, please refer to your tracking number and contact the postal service directly should you have any issues.
what do i do if I received a damaged item?
We do our very best to inspect each item with care. However, in the off chance you received a damaged item, please reach out to us at info@twinravenco.com within 7 days of delivery. Include your order number and a photo of both the damaged area and of the whole sweatshirt.
How does the local pick-up process work?
Our local pick-up process is easy:
1. Select the pick-up location that best works for you at checkout
2. You will receive an email when your order is ready (please check your junk folder and make sure you enter in the right email as this is the only way we will be able to contact you).
3. respond to this email to arrange a pick-up time.
Local pick-up orders are ready within 2-8 days.
Local pick-up orders are ready within 2-8 days.
How do i care for my embroidered item?
Machine wash cold on delicate cycle. Tumble dry no/low heat
No fabric softeners
Iron inside out, not directly over embroidery.
No fabric softeners
Iron inside out, not directly over embroidery.
I entered the Wrong shipping address, what do i do?
Please reach out to us as soon as possible to update your address. once your item has shipped, we cannot make any changes. If your order was returned to sender due to an incorrect address, or if your order requires a new address to be shipped to, you will be recharged the shipping rate to get your order shipped back out to you. If you do not wish to repay for shipping, you will be refunded for your order minus the cost of shipping and a $5 restocking fee. The refund will be given as a gift card.
Do you do Unit orders for Healthcare Workers?
Yes! We offer a unique Health care worker discount package for custom team apparel. See our unit order page here for more information.
Do you do custom orders?
Yes! We are able to accommodate smaller batch custom orders. We help in the design process from start to finish to help achieve your vision. From sketching out and creating the design into embroidery, choosing apparel colour and style, we help you step-by-step!
Please head over to our custom request page to get started.
Do you offer discounts for bulk orders?
no, but we do offer wholesale for other businesses!
Do you make your own designs?
Yes! All designs are made by Twin Raven Company. We first draw out an image, and then we digitize it in our software (literally stitch-by-stitch) to turn it into unique embroidery designs. It can be a lengthy process but we are absolutely thrilled to be able to offer completely original designs in our shop!