SHIPPING & RETURNS

When will my order ship?

In stock items will ship the same day when your order is placed before 13:00.

When we have an unusually high number of orders it may be shipped the following day.

How will my order be shipped?

We ship all toy orders in plain brown boxes with no outward identification of what is inside. We use UPS Paperless Customs invoicing so there will be no paperwork attached to the outside of the box other than the shipping label when using this service.

Liability for requesting delivery without signature

We ship all our orders tracked and signed. This is to protect both the customer and ourselves. If you request from the courier directly to leave your parcel without a signature and it is subsequently lost or stolen we will not be liable to replace the order. Signing for packages can be inconvenient at times but without one there is no way for us to make a claim on your behalf to the courier for compensation and so no compensation or reshipment will be given.

Free shipping

Discounted and sale items are excluded from free shipping options.

 

Shipping destinations and services 

United Kingdom

Shipping Service

Estimated Delivery Time

UPS Standard

Free on orders over £199.95

1 Business Day

UPS Express

1 Business Day (by 12:00 Noon)

DHL Express 1 Business Day
Parcelforce Express 24 (Mainland UK Only) 1 Business Day

 

EUROPE

Shipping Service

Estimated Delivery Time

UPS Standard

Free on orders over £249.95

1 Business Day (Belgium)

2 Business Days (Netherlands, Ireland, France)

3-4 Business Days (Spain, Italy, Eastern Europe)

UPS Express

1 Business Day (Typically by 10:30)

DHL Express 1 Business Day

 

 

We take care to document and declare our items as accurately as possible to UPS for a smooth customs clearance experience. Customs fees however are the sole responsibility of the receiver.

 

USA

Shipping option

Estimated Delivery Time

UPS Saver 2-4 Business Days

UPS Express

1-2 Business Days

DHL Express (Recommended)

Free on orders over £399.95

2-4 Business Days


CANADA

Shipping option

Estimated Delivery Time

UPS Saver 3-5 Business Days
UPS Express 2-3 Business Days
DHL Express (Recommended) 2-4 Business Days 

CENTRAL & SOUTH AMERICA

Shipping option

Estimated Delivery Time

UPS Expedited

3-5 Business Days


ASIA & OCEANIA

Shipping option

Estimated Delivery Time

UPS Expedited

4-6 Business Days

UPS Saver

4-6 Business Days

UPS Express

2-3 Business Days

DHL Express (Recommended) 4-6 Business Days


AFRICA

Shipping option

Estimated Delivery Time

UPS Expedited

3-5 Business Days

 

ADDITIONAL INFORMATION

Customs and Duties

Your order may be subject to import duties and taxes (including VAT), which are incurred once a shipment reaches your destination country. Twisted Beast is not responsible for these charges if they are applied and they are your responsibility as the customer. 

Please note that it is your responsibility to ensure that the products you order are legal in your country, we cannot be held responsible for items that do not reach their destination due to customs confiscation.

How do I check the status of my order?

When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow a couple of days for the tracking information to become active.

Shipping to P.O. boxes

UPS and DHL do not deliver to P.O. Boxes and as such we do not accept P.O. Boxes as shipping addresses. If you place your order addressed to a P.O. Box we will contact you to arrange for an alternative shipping address. You will have the option to cancel your order with us if you do not have a suitable alternative that you wish to receive your order to.

Refund policy

Refunds, returns, and exchanges

Due to the nature of our products we cannot accept any returns or requests for exchanges and refunds other than when the product is delivered to you in a damaged state. Sometimes your package can go on quite a journey to get to you and your packaging may get damaged, we will only perform refunds or exchanges where the product has reached you in a damaged condition.

All of our toys are handmade, this means none of the toys we sell will be "perfect". Some cosmetic markings on the toys are to be expected and do not qualify for a damaged or defective toy.

Cancelled orders will be subject to a 10% restocking fee, this is a charge passed onto us by the payment processor.

In the event that your order arrives damaged in any way, please email us as soon as possible at info@twistedbeaststore.com with your order number and a photo of the items condition. In some cases we may ask for the item to be returned to us in which case you will be supplied with a return label.

If you have any further questions, please don't hesitate to contact us at info@twistedbeaststore.com