We're so glad that you're visiting our blog! Please stay and browse around!
CONTACT INFO:
If you would like to contact us, please email Nicole, the owner of The Twinery, at any time. She will respond to your email as quickly as possible!
{Email} thetwinery@yahoo.com
FREQUENTLY ASKED QUESTIONS:
We've tried to include everything...but if we missed something, just email us!
We'd be happy to answer any question you may have!
Q: How many twine colors do you have?
A: Currently, we have 11 fun colors...but we are adding more colors all of the time - so be sure to check our website frequently to see if we've added any new colors.
Q: I don't see the color I want...can you make custom twine colors or can I suggest new colors to be made?
A: We can make custom twine colors...just email us at thetwinery@yahoo.com about this option. We LOVE to hear about new color suggestions as well! We want to make the colors that we know our customers and fans want to see...so if you think you might have a great color suggestion...email us to let us know!
Q: How do you sell your twine?
A: Our twine comes in 2 forms:
SPOOLS - which consist of approximately 240 yards of our baker's twine spun neatly on cardboard spools. This is a great option if you plan to use twine for crafting, packaging & more. The spools are a great way to stock up on lots of twine at a great price!
BUNDLES or SAMPLER PACKS - we've created various Sampler Packs of our twine so you can get just a "sampling" of color instead of buying full spools. Our Sampler Packs contain 15 yard bundles of various colors - it's a great way to try out our colors or get our full spectrum of our colors without buying spools of individual colors. This is great if you're wanting to try a specific color or even if you need to match up our twine to see if it's the right color for your project.
Q: How can I find out about sales, giveaways & new things going on at The Twinery?
A: We have a very active Facebook Page and that's where we announce all of our sales, giveaways and other fun news! Be sure to "like" our Facebook Page so you can be "in on the news" here at The Twinery!
Q: How can I order your baker's twine?
A: We only sell our twine through our online shops (we do not have a brick & mortar store at this time). You can visit our online shops here:
{Shop} - www.thetwinery.com
{Etsy} - www.etsy.com/shop/thetwinery
Q: Can I call and order your twine over the phone?
A: At this time, we only take orders online...but you can email us at thetwinery@yahoo.com if you have a specific request or an issue with ordering online. Nicole will be sure to arrange a call with you to discuss other ordering options.
Q: What forms of payment do you accept?
A: All payments are processed through PayPal. You can choose to pay using your Visa, Mastercard, Discover or American Express credit cards or you can choose to use your PayPal account balance to make a payment if you have an account already established with PayPal. You do not need to have a PayPal account in order to purchase our products, PayPal also accepts credit card and e-check payments for non-account customers. Please keep in mind that if you choose to pay via e-check, your order will not ship out until the payment has cleared (typically about 4-7 days).*Please note that all Pennsylvania residents will be charged 6% tax on all products (not on shipping) at checkout.
 |
Q: Since I can only order your twine online, how secure is the check out process?
A: Our shops use PayPal for payments, and PayPal automatically encrypts your confidential information in transit from your computer to ours using the Secure Sockets Layer protocol (SSL) with an encryption key length of 128-bits (the highest level commercially available).
Q: How are the products shipped and what are the estimated shipping times?
A: Once your payment clears, your item(s) will ship out within 1-3 business days. You can add the Rush Shipping option to your order to guarantee that it will leave our facility within 24 hours or less. We ship all of our products via USPS First Class Mail or USPS Priority Mail. You will receive a shipping confirmation email with your USPS tracking number (US Orders only. International customers will not receive a tracking number - the USPS does not provide this option for normal international deliveries). If you do not receive an email letting you know your package has shipped, please check your email Spam box or contact us and we can send it to you directly.
If you would like us to use another shipping service other than USPS (such as UPS, FedEx or DHL), please email us before you place your order and we can look into those options for you.
Q: How long should it take for me to receive my package once it has been shipped?
A:
For Domestic orders (orders shipping within the US) - typical transit time is 2-5 business days for First Class Mail. If you add the Priority Shipping option to your order, typical transit time is about 1-3 business days. If you add the Express Mail option, your package is guaranteed to be delivered within 1-2 business days.
For International orders - typical transit times can vary...delivery times all depend on how quickly your package makes it through the customs process in your country. Please note that international order will not receive a tracking number for your package. Your package will have a customs/dispatch number so you can see that your package has been shipped, but it is not a traceable tracking number. In order to have a tracking number for your package so you can trace your package in the mail system, you must add the additional REGISTERED MAIL OPTION to your order. This is an additional $12.00 USD for each address being used in your order (not for each item). IF YOU DO NOT CHOOSE THE REGISTERED MAIL OPTION, we cannot track your international package and we cannot be responsible for any lost shipments in transit as we cannot track your items in the mail system without the REGISTERED MAIL OPTION. Please note this BEFORE making your purchase!!
Q: I think my package might be lost in transit...what should I do now?
A: The USPS does not consider a package as being lost in transit until it has spent at least 30 days in transit if your package was shipped within US or at least 45 days in transit if it was shipped internationally. If you think your package may have gotten lost in transit, please email us right away and we will do our best to find the whereabouts of your package and file a lost package claim through the USPS if necessary. Please note that we are not responsible for items lost or undelivered due to the wrong shipping address being submitted with your order.
You will receive an email confirmation letting you know your item(s) have been shipped. If your order is shipping within the US, you will also receive a tracking number for your package.
Q: What is your return policy?
A: We hope that you love our products as much as we do and to make sure you’re completely satisfied, we offer a 100% customer satisfaction guarantee! We take time and effort to inspect all of our products before we ship them to you and we are very thorough in packaging our items for a safe delivery. However, if you have an issue with any of our products upon arrival, please contact us immediately after you receive your items—we will do our best to resolve any problem that may occur. While we do offer refunds or we will gladly replace your items with new products or offer you store credit for future use. In order to receive the full refund or exchange/store credit promise, all products must be returned to us in the original packaging and in an unused condition within 14 business days after you receive your items BEFORE a refund or exchange will take place. Please return your items to us with a copy of your original invoice in a prepaid, insured and traceable manner to guarantee shipping documentation and a safe delivery of the returned goods. The buyer is responsible for all shipping costs incurred for the returned products. Please contact us if you plan to return an item so we can be sure to watch out for it.
Q: Do you have wholesale options for those who would like to resell your twine or use it in their business?
A: Yes we do! If you would like to resell our twine in your store, boutique or online shop or even use it on your products for packaging, etc., we have a form for you to fill out here. Once we receive your form, we'll email you our wholesale information and order forms for you to return to us if you think own twine might be a great fit for you!
Q: Do you offer discounts for large orders?
A: On an every day basis - No. However, occasionally we will run special discount offers on our products - be sure to join our Facebook Page and follow us on Twitter to learn about discounts & special sales.
Q: Do you have other products besides baker's twine?
A: At this current time, we only offer baker's twine in various colors. BUT...we are currently working on a full line of paper & packaging products that will match our twine colors. These items will be added to the shop once they are completed, but they will be added gradually. For now, visit our blog where we will be offering matching free printable products every now & then until our full line of matching paper products are completed.
WE HOPE THE FAQ SECTION HAS BEEN HELPFUL TO YOU!
If you still have other questions...please email Nicole at thetwinery@yahoo.com at anytime!
