If you want to return a product you have purchased, you can do so within 30 calendar days of delivery, if the product is unused and in its original packaging. If the packaging has been damaged we may charge a restocking fee of up to 20% of the returned product's value, depending on the product & level of damage.
If the product has already been used/installed or in any way altered, we won't be able to offer a return & refund.
To initiate a return please email us at firstname.lastname@example.org with your order #.
If you want to exchange a product you bought for another (for instance different color), please follow this procedure:
Contact us to initiate a return, following the return rules outlined above
Place an order for the new product you want
We'll ship the new product as per our shipping policy (in most cases within 24 hours on a business day), and we'll issue a refund of the returned product once we receive it & inspect it.
Damage on arrival
If an item arrived damaged, please take a photo and email us at email@example.com with the photo and your order # and we'll send a replacement for free.
If your package hasn't arrived, please check the tracking number you were provided. Chances are it's still in transit. Sometimes carriers delay packages (we too don't know why), and the status would show as "Arriving late", "Scheduled delivery pending" or similar. We have no control over that, and based on our experience it's best to wait as they usually do arrive. If you need it urgently, you can re-order with a different shipping option and just return the original one once it's delivered.
If the package shows as Delivered but you don't see it, please take the following steps before contacting us:
Check if it's in your mail box, front porch, back porch or wherever else you think it may have been left by the carrier staff
If you still can't find it, please ask around your neighbors if that's an option - sometimes carriers deliver at the wrong address but usually it shows up with neighbors
Contact the carrier and explain the situation, ask for recommendations
If nothing else works, please let us know at firstname.lastname@example.org and we'll arrange for a replacement.
As much as we try to prevent any errors at shipping, we're human too, and mistakes do occasionally happen. If an item you ordered didn't arrive or it's the wrong item, please take a photo of the label on the package that show the item you received or a photo of the entire package if there is something missing, and email us with your order # at email@example.com. We'll send send you the correct item immediately and depending on the item we may ask that you return the one you got (if you received the wrong item). If that happens we will cover the return shipping expense.
Damage during installation
Our products are tailored to the DYI person. It is your responsibility to watch the installation video and follow the instructions closely (we provide an individual installation video for each one of our products). It's also your responsibility to make a good judgement about your own skills based on the installation video and determine if you can properly install the product(s) that you want. As such, we won't be able to offer returns/refunds or free replacements once you've installed our product, whether it was a successful installation or not.
Many of our products are made out of multiple pieces. If you messed up just some and need replacement pieces, please e-mail us at firstname.lastname@example.org and let us know which ones. We can sell you the replacement pieces that you need, so you don't have to re-purchase the entire product on a multi-piece product. Have in mind replacement pieces are priced higher (i.e. if you bought a product made of 3 pieces it will be cheaper to buy it as a single product than buying the 3 pieces separately). The reason for that is that we don't keep stock of replacement pieces and we custom-make them when needed for a specific replacement, so there is extra labor involved as well as inefficient material usage.
Why don't you give free replacements for everything as many times as I need?
We actually get asked that every now and then. That's what we used to do in the first few months after starting TWRAPS, but we had to change that policy for a few reasons:
We're a small family operated business based in California. Our products are not overpriced to account for endless replacements, and as such we'll literally be out of business if we did that.
Some people (not going to name any names 🤨) have abused our previous replacements policy. We need some ground rules to protect ourselves.
Ultimately, if you watch the install video and carefully follow it, the chances are that you won't even need a replacement 👍