FAQ's
How can we help?
How long will it take to receive my order?
All orders are stitched and shipped within 5-7 days.
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!
Shipping:
Canada: 1-5 days
USA: 4-8 days
Europe: 6-12 days
EXPRESS: 1-2 days
*Please note these are estimates from the postal companies and Twin Raven Co. is not responsible for shipping delays.
*If your package is delayed: Please reach out to your shipping carrier with your tracking information for next steps.
*please consider our regular processing time (5-7 days) with the above shipping timelines.
Canada: 1-5 days
USA: 4-8 days
Europe: 6-12 days
EXPRESS: 1-2 days
*Please note these are estimates from the postal companies and Twin Raven Co. is not responsible for shipping delays.
*If your package is delayed: Please reach out to your shipping carrier with your tracking information for next steps.
*please consider our regular processing time (5-7 days) with the above shipping timelines.
Do you accept Returns or Exchanges?
All sales are final, we stitch every item to order. Please do not hesitate to reach out to us if ANY questions regarding sizing at info@twinravenco.com.
Damaged items: We do our very best to inspect each item with care. However, in the off chance you received a damaged item, you must reach out to us within 7 days of delivery with your order number and photo(s).
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?
We carry several different styles and fits. Please see size chart on specific item for current sizing information and recommendations. we do not offer Returns or exchanges so please double check sizing and don't hesitate to send us a message if you have any questions!
Do you do Unit orders for Healthcare Workers?
Yes! We offer a unique HCW ordering process for custom team apparel. See our unit order page here for more information and to get started.
Do you offer discounts for bulk orders?
no, but we do offer wholesale for other businesses!
Can I Track my Package?
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.
Do you ship internationally?
Yes! We ship to most places in the world. International shipping rates are automatically calculated at checkout. Please note that Import and Duty fees are the responsibility of the customer, this is collected and determined by your country.
UK customers: In this current moment (May 2024), you can import goods into the UK valued up to 135 GBP without paying any import taxes.
REfusing a package due to import and duty fees are not eligible for returns or refunds.
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. Simply respond to this email to arrange a pick-up time.
Can I change my delivery address?
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 custom orders?
Yes! 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 make your own designs?
Yes! All designs are made by Twin Raven Company. We first draw out an image in paper or ipad art form, 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!
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
