Frequently Asked Questions (FAQs)

General

What shipping methods do you use?

Courier Services: We use reliable carriers such as DHL and FedEx for all shipments.

Do you ship internationally?
No. At this time, we only ship within the United States. Orders with shipping addresses outside the U.S. cannot be processed.

Who can place an order on the website?
Our Site is intended for customers who are 18 years or older, or using the Site under the supervision of a parent or legal guardian.

Orders & Payment

We accept the following secure payment options:

All major credit and debit cards – such as Visa, MasterCard, American Express, Discover, and others supported by our payment processor;

Shop Pay;

PayPal;

Google Pay.

All payments are processed and charged in U.S. dollars (USD). Any applicable taxes and fees will be calculated and displayed at checkout before you complete your purchase.

Can I cancel or change my order after placing it?
You may request an order cancellation within two hours of placing your order by contacting us at support@twelve-smith.com

If your order has not been processed or shipped yet, we will do our best to cancel it.

If your order has already shipped, you can still request a return following our Return and Refund Policy.

Address changes can be requested within two hours of purchase, but once an order is in transit, it may no longer be possible to change the shipping address.

I entered the wrong address. What happens?

If an order is returned to us due to an incorrect or incomplete address provided at checkout:

You may be responsible for any additional reshipping costs.

We are not responsible for delays caused by address errors.

Please double-check your shipping details before completing your order.

Shipping & Delivery

How much does shipping cost?
We offer free standard shipping on all orders within the United States.
There are no additional shipping fees for standard delivery.

How long does shipping take?

Order Cutoff Time: Orders must be placed by 5:00 PM EST. Orders submitted after this cutoff will begin processing the following business day, potentially extending the delivery timeframe by one day.
Processing time: 3–5 business days after payment confirmation.
Transit time: 6–12 business days after the order has been shipped.
Total delivery time: 09–17 business days.
No Shipping Days: Orders are not processed on weekends or public holidays.

Delivery times are estimates and are not guaranteed, as delays can occur due to carriers, weather, peak seasons, or other factors beyond our control.

For full details, please refer to our Shipping Policy.

How do I track my order?
Once your order has been shipped, you will receive a shipping confirmation email with your tracking number.

To track your order, you can:

Click the tracking link in your email, or Visit our Track Order page and enter your tracking information.

What if my order is delayed or doesn’t arrive?
If your order has not arrived within the estimated delivery timeframe:

First, check your tracking information for the latest updates from the carrier.

If it appears lost or significantly delayed, please contact us at support@twelve-smith.com

For lost-package claims, we ask that you contact us within 30 days of the latest estimated delivery date so we can investigate with the carrier.

Returns, Refunds and Exchanges

What is your return policy?
We want you to be satisfied with your purchase. We offer returns under the following conditions:

Return period: You can request a return within 30 days of delivery.

Item condition: Items must be unused, in their original condition, with all tags attached and in the original packaging.

Proof of purchase: A receipt or order confirmation is required.

We do not charge any restocking fees.
For full details, please refer to our Return and Refund Policy.

How do I start a return?
To start a return:

Contact us at support@twelve-smith.com with your order number, the item you wish to return, and the reason for the return (photos may be requested when relevant).

Our team will review your request and provide you with return authorization and step-by-step instructions.

Follow the instructions provided and return the item as directed.

Return shipping costs are covered by us for approved returns.

Do I have to pay for return shipping?
No. For approved returns and eligible exchanges, we cover the return shipping costs.

When will I receive my refund?
Once your return is received and inspected:

We will notify you of the approval status within 7 business days;

If approved, your refund will be issued to your original payment method within 7 business days after approval;

Your bank or card provider may require additional time to post the refund.

If you haven’t received your refund after the expected timeframe, please check with your bank or card provider first, and then contact us at support@twelve-smith.com for assistance.

Do you offer exchanges?
Yes. We offer exchanges for:

Incorrect items received;

Defective or damaged items.

Contact us within 30 days of delivery, and we will guide you through the process.
We cover the return shipping costs for eligible exchanges.

What if my item arrives damaged or defective?
If your item arrives damaged or defective:

Please contact us at support@twelve-smith.com within 48 hours of delivery;

Include your order number and, if possible, photos of the damage or defect.

We will arrange a return at no cost to you and offer a replacement or full refund, depending on your preference and product availability.

Products & Care

Are your products covered by a warranty?
Unless otherwise stated on the specific product page, we do not offer an additional written manufacturer’s warranty beyond what is required by applicable law and our existing Return and Refund Policy.

Any special guarantees or promotions will be clearly indicated on the product page.

Where can I find product details and specifications?
Each product page includes:

Description and key features;

Materials and/or technical details (where applicable);

Any special usage or care information.

If you have additional questions about a specific product, you can contact us at support@twelve-smith.com

Privacy, Security & Cookies

How do you handle my personal information?
We take your privacy seriously. We collect and use your personal information to:

Process and fulfill orders;

Provide customer support;

Improve our services and website;

Show relevant marketing, where permitted.

For full details on how we collect, use, and protect your data, please see our Privacy Policy.

Do you use cookies or tracking technologies?
Yes. We use cookies and similar technologies to:

Operate the Site and enable key functions (such as cart and checkout);

Analyze Site traffic and performance;

Remember your preferences;

Support our marketing and advertising efforts, where permitted.

You can manage cookies through your browser settings and any cookie preferences tool provided on the Site.
For more information, please refer to our Cookie Policy.

Are my payment details secure?
Yes. We use trusted third-party payment processors to handle your payment information securely.

We do not store your full credit card details on our own servers;

Our Site and payment pages use industry-standard security measures to help protect your data.

For any questions, please contact us: support@twelve-smith.com