Shipping policy
4/29/23
Twisted has sold out of all remaining physical inventory and ended regular operations. Pattern PDFs will continue for a short while longer. Patterns are digital only, so no items remain that would be shipped. The information below should be considered historic and is no longer accurate. Read more about our closure.
Shipping * Pickup * Delivery * Lost/Stolen/Damaged
Shipping
Cost & Method
Most packages are shipped via USPS, but we also use UPS and occasionally FedEx. Shipping charges are generated from a realtime quote provided by the shipping carrier based on the order's estimated weight and size. As of April 3, 2023 we have discontinued our free shipping promotion.
Timeline
Note: Because we will be closing soon, our hours of operation may change.
Our small team works Mondays through Fridays. We are closed weekends and holidays, as well as for a week in January and a week in July each year. We'll do our best to make it clear on our website and in email confirmations as we approach dates on which we'll be closed.
We do our best to ship orders within 2 business days. If we have questions about your order, we will pull it aside and email you for confirmation before shipping, which may delay shipment.
The approximate shipping time for each method is shown in the description at checkout. The time in transit is in addition to our in-store handling time noted above.
Cited delivery times are only estimates - they are NOT guarantees. Holidays, inclement weather, and other unforeseen events can delay shipping. Additionally, keep in mind that shipping carriers do not pick up mail on Sundays or holidays.
Tracking
We ship most orders with delivery tracking (exceptions are noted with shipping method choices at checkout). Please consider the insurance and tracking options for each shipping method noted at checkout. Cheaper options may not include insurance and tracking, which limits your recourse in the event of a lost package.
When applicable your tracking number will be automatically emailed to you when your package ships. Please check your inbox for this message and click on the provided tracking link. Tracking information will not be available until your package enters the mail stream. If you don't see your shipment confirmation email, please look in your spam folder. In addition, you will receive an email when the shipping carrier says your package is out for delivery and again when they say the package has been delivered.
International Shipping
Shipping costs DO NOT include customs duties, taxes, and related fees. International customers are responsible for all customs duties, taxes, and other fees incurred after a package is mailed. Additional charges billed by the destination country are not predictable, not part of what we can pay ahead of time in shipping costs, and will not be refunded if charged.
For example: all packages containing retail goods over $20 Canadian shipped from the US to Canada are technically liable for customs tax. In practice, this is rarely charged. We do not know ahead of time if or when this customs fee will be due. In the event that Canadian Border Services does flag a package as requiring a customs fee, the customer must pay it before the Canadian post office will release their package.
We advise international customers to investigate and prepare for additional fees that will be due to their destination country.
Returns
Shipping and insurance charges are not refundable if items are returned.
Contactless Curbside Pickup/Drop-Off
NOTE: Because we will be closing soon, our regular pick-up/drop-off days/times will end after Friday, April 28, 2023. Pick up orders must be collected before then.
Location
We are happy to be able to offer curbside pickup of online orders and drop off of approved returns at our warehouse during set days/times. We are located at 522 North Thompson Street in Portland, Oregon, which just north of Broadway St and just east of Interstate Ave with easy access from both I-84 and I-5.
We've heard that some car GPS systems don't have up-to-date maps of our area, so if you're unfamiliar with this neighborhood you may want to use your smartphone for directions instead.
Our warehouse is not open to the public, so we cannot invite you to come in or browse or purchase additional items while picking up your online order. The bricks-and-mortar shop is permanently closed - the pickup/drop-off option is to help our valued local customers easily grab-and-go orders already placed online or drop off returns requested online. Thank you for understanding!
Days/Times
Regular pickup/drop-off times are Mondays 11am-3pm, Wednesdays 11am-3pm, Fridays 11am-3pm through April. Because we will be closing soon, our regular pick-up/drop-off days/times will end after Friday, April 28, 2023. Be sure to pick up your order before then!
Orders that request local pickup will usually be ready for the next pickup day/time window. You'll receive an email when the order is ready with all the details.
We are closed for a week in January and in July each year, as well as for major holidays. Pickup is not available when our office is closed, and we'll do our best to make it clear at checkout and in email confirmations as we approach those dates.
Procedure
Our local pickup option is completely contactless. Thank you for helping keep our team members and families safer!
When your order is ready for pickup you'll receive an email. Please don't come before receiving that as your order won't be ready. Please also only come during our pickup days/times: Mondays 11am-3pm, Wednesdays 11am-3pm, and Fridays 11am-3pm. Because we will be closing soon, our regular pick-up/drop-off days/times will end after Friday, April 28, 2023.
When you arrive, if you don't see a parking spot in front of our building you can wait in the loading zone (red curb) on the northside of our building in front of the big glass garage door. You'll see a sign that says No Parking (as in turning off and leaving your car), but briefly waiting in your car while we run your order out is ok. Stay in your car so that if a delivery truck needs the loading dock you can pull aside for it.
Once you're safely pulled in, call or text 503-922-1150 and let us know your name. You can remain comfortably in your car - a Twisted team member will bring your order outside in a few moments. We will place your package in the basket just outside the door. You can then come retrieve your package.
If you have mobility limitations and would like us to bring the package to you in your car, please let us know! We're more than happy to accomodate.
Please wear a face mask and observe social distancing to help keep us all as safe as possible.
Selecting Pickup
If you're looking for the warehouse pickup option, it should show up on the page just after you click "Checkout" from your cart. If you instead just immediately see a list of shipping options, your browser may have skipped you over the "Information" page. (Computers... so helpful...)
If this happens and you'd like to go back and select pickup instead, just click "Information" in the top left progress menu to go back and review that step. See screenshot below. In addition, keep in mind that the "express" checkout options (except Shop Pay) disable the local pickup option.
Local Delivery
When possible, we offer local delivery to shipping addresses in our immediate neighborhood. When our courier is available, eligible addresses will see the Local Delivery option at checkout. If the Local Delivery option doesn't appear after entering your address, it is not eligible for Local Delivery or our courier is unavailable at present.
Lost/Stolen/Damaged Packages
Shipments with Automatically-Included Standard Protection
Shipped orders automatically include insurance of up to $200 against loss, damage, and theft. To submit a claim, email us by replying to your email receipt within 30 days of the shipping date. In addition to the information contained in your email receipt, we'll need to know:
- Claim type: damaged, lost, or stolen
- Date: the date you discovered the issue
- Details: the reason for the claim
- Desired resolution: would you prefer a replacement, store credit, or a refund?
You can make an insurance claim with only one insurance provider. For example, if a package delivered by USPS is damaged, you can EITHER submit a claim directly through USPS OR a claim through us, but not both.
Shipments with Route Package Protection
Route shipping insurance provides optional protection for shipments that are lost, broken, or stolen. The cost averages about 1.5% of your total order value (before discounts) and will be calculated automatically at checkout.
Add Route where indicated at checkout to enable protection. To decline protection or if your order doesn't require shipping, simply uncheck the blue box at checkout to remove this item from your cart.
Visit Route's FAQ to learn more.
What's Covered
Route Package Protection covers lost, stolen, and damaged items that fit certain criteria. Review the policies to understand what lost, stolen, and damaged items Route will cover.
Note: When refunding an item, Route covers the subtotal of the order. Shipping costs, taxes, and the Route premium are not included.
When replacing an item, Route covers the subtotal of the order, the Route premium, shipping costs, and taxes. Route does not pay custom/duty fees.
Claims
To file a claim visit claims.route.com.
Note that claims must be filed promptly!
- Damaged: Within 15 days of when the package was marked delivered
- Lost (domestic): Between 7* and 30 days from the last tracking update
- Lost (international): Between 20* and 30 days from the last tracking update
- Stolen: Between 5* and 15 days of when the package was marked delivered
* Route requires these wait-to-file periods for stolen and lost orders as packages are sometimes delayed in transit or prematurely marked as delivered.
Pandemic/Holiday Shenanigans
Delays
While we are meeting our in-house processing timeline (2 business days), after the package leaves our warehouse severe weather events, holidays, and the continued effects of the pandemic are causing shipping delays beyond our control.
Incorrect messages
The strain on shipping carriers (e.g., USPS, FedEx, UPS) occasionally manifests as incorrect status messages from their automated systems. One that we've seen is an alert that a package is undeliverable; these packages are usually delivered just fine one or two days later. Likewise, packages are sometimes being errantly marked as delivered when they haven't been; again, these usually show up within a day or two.
If your package is delayed
Please help our small team help you most efficiently by waiting a day or two to see if these errors sort themselves out before contacting us. Usually, we're as baffled by it as you are. It's maddening, and we 100% share your frustration!
That said, if you have purchased Route Package Protection (see above), there are minimum and maximum timelines in which to file your claim, so don't wait too long.
Last updated on April 29, 2023