Shipping Protection Policy

Protect Your Order. Shop With Confidence.

Twist Perfumes offers optional Shipping Protection to help customers with eligible lost, stolen, or damaged packages during delivery.

Shipping Protection is managed directly by Twist Perfumes, and all claims are reviewed by our customer support team.

1. Shipping Protection Pricing

Shipping Protection is optional and costs between $1.99 and $5.99, depending on the order value.

Customers can choose whether to purchase protection before checkout. It is a one-time charge, not a subscription.

2. What Is Covered?

Lost Packages

  • Packages lost during transit or confirmed missing by the shipping carrier.
  • Packages that have stopped updating in tracking and cannot be located after investigation.
  • Approved claims qualify for a replacement or refund.

Stolen or Missing Packages

  • Packages marked as delivered but reported missing or stolen.
  • Customers should first check around their property, mailbox, with household members, neighbors, or building management.
  • If the package remains missing, our team will investigate and determine eligibility for replacement or refund.

Damaged Packages

  • Products that arrive broken, leaking, or damaged during transportation.
  • Customers should provide photographs of the damaged items and packaging when available.
  • Approved claims qualify for replacement or refund.

3. How to Submit a Claim

Customers can contact info@twistperfumes.com with:

  • Order number
  • Description of the issue
  • Relevant tracking information
  • Photos of damaged items, if applicable

We aim to respond within 1–2 business days.

4. Claim Reporting Timeframes

We recommend reporting:

  • Lost packages: After seven consecutive days without tracking updates, or when the carrier confirms a loss.
  • Stolen or missing deliveries: Within seven days of the delivery confirmation.
  • Damaged packages: Within seven days of receiving the order.

Claims reported outside these recommended windows will be reviewed based on the circumstances and applicable customer rights.

5. Investigation Process

All claims are reviewed individually.

Our team may:

  • Review carrier tracking and delivery confirmation.
  • Contact the shipping carrier to investigate.
  • Request reasonable supporting information from the customer.
  • Determine eligibility based on the investigation and protection terms.
  • Arrange an appropriate refund or replacement for approved claims.

Important: If the shipping carrier rejects a claim, this does not automatically mean the customer’s Shipping Protection claim will be denied.

Twist Perfumes independently reviews all claims and may approve coverage even when the carrier refuses reimbursement.

6. Claim Resolutions

For approved claims, Twist Perfumes will provide an appropriate resolution, which may include:

  • A replacement shipment at no additional cost.
  • A refund to the original payment method.
  • Another resolution agreed upon with the customer.

Replacements are subject to product availability.

7. What Is Not Covered?

Shipping Protection generally does not cover:

  • Dissatisfaction with a fragrance or personal scent preferences.
  • Damage occurring after successful delivery.
  • Incorrect shipping information provided by the customer when it directly causes the delivery issue.
  • Fraudulent claims or intentional damage.
  • Unrelated products or orders that did not include Shipping Protection.

Product defects, packing errors, and standard returns are handled under our regular customer service and return policies.

These exclusions do not affect customers’ rights under applicable law.

8. Cancellation and Refunds

If an order is canceled before shipment, the associated Shipping Protection fee will also be refunded.

After shipment, requests for refunds of the protection fee will be reviewed according to the terms disclosed at purchase and applicable law.

9. Is Shipping Protection Required?

No. Shipping Protection is completely optional.

Customers who do not purchase Shipping Protection still retain their rights under our regular policies and applicable consumer protection laws.

10. Contact Information

For Shipping Protection questions or claims:

Twist Perfumes Customer Support
Email: info@twistperfumes.com

Please include your order number when contacting us.