TwelveWays Frequently Asked Questions

What can we help you find?


What if I used a promotion code to make my purchase?

You can exchange the item for the same style in a different size or color. Or, you can apply a credit for the amount you paid towards a new item at its current price. A previously used promotion code cannot be applied to the sale of a different item.

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What if the size or color I prefer is sold out?

This can be frustrating! But please contact us immediately via email to cuservices@twelveways.com and we will add you to a waiting list. (include quantity, color, size, name and email).

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What if the item I receive is damaged or faulty?

Whilst we hope this never happens, if you do receive a damaged garment, please contact us immediately at cuservices@twelveways.com so we can personally assist and review the matter for you.

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How do I request a return?

Simply email us at cuservices@twelveways.com and we will provide you with full address and all the detail!

Please note we are unable to be held liable for the loss of your garment being returned. We recommend using a registered postal service to return goods, and keeping a record of the tracking details.

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How can I track my order?

When your order is shipped, we send you an email within 1-2 business days containing your tracking number. This allows you to quickly locate your order.

If you did not receive this email, please contact cuservices@twelveways.com

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When will my order arrive?

Orders are processed within 2-3 days, generally your order will be delivered within 3-10 business days. The occasional customs or courier delay may affect your delivery timeframe.

TwelveWays uses USPS for all orders.

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Why I pay duties and taxes on top of my order?

TwelveWays is a Canadian company based in the United States, due to the Canada-United States Free Trade Agreement (CUSFTA) there are no duties or taxes applied.

Unfortunately outside North America we are not held responsible for any duties or taxes that may be applied by customs in the country where delivery is made. Please contact your local customs office if you would like more information regarding taxes and duties. It is lawful to make any purchase as 'gift'.

Please be informed the shipping cost incurred for returning garments to Twelveways for an exchange or refund are not covered or reimbursed by us. If you request an exchange however, we will cover the shipping cost for the first (1) order and send the new size and/or color out to you.

We do not accept any returns from companies that charge brokers fee (e.g. UPS or FedEx®). Please use your local postal office services.

Canadian costumers, please make sure to use Canada Post services and clearly mark your package and/or return.

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What is your return policy?

If you are not completely satisfied with your Twelveways, we will happily accept returns and exchanges. The garment must be in original condition with tags remaining in place, not have been worn, washed or altered in any way. Returns are valid within 30 days of your order date. There are no refunds or exchanges on final sale merchandise from our online store. Unfortunately, we will not accept any returns that do not meet these requirements.

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What size should I order?

Please refer to our size chart we provide on this website. For more detailed size information contact us at cuservices@twelveways.com

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How can I contact you?

The quickest way to contact us is by sending an email to cuservices@twelveways.com. This email address is continuously checked and we will get back to you within 24 hours.

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Do you sell TW in any retail stores?

At this time, Twelveways is only sold in our online store but we will be sure to promote any changes to that!

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Will my overnight shipment arrive on time?

Twelveways uses USPS for all orders, their overnight shipment delivers within 1-2 business days to most U.S. destinations, including PO Boxes and military addresses.

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