frequently asked questions

When will my credit/debit card be charged for my order?

Your card will be charged when your order ships. If the order is sent in several partial shipments, then partial charges will appear for each shipment until your order is completed, but you will only be charged one time for freight.

When you submit an order using a credit or debit card, the Twin Hill system requests an authorization from the card issuer before processing your order. For credit cards, the charges will reduce your available credit.

On a debit card charge, the authorization shows up as a pending transaction on your checking account. This is commonly misconstrued as the "billing." The pending transaction may drop off before the items actually ship and are charged to your account (the "pending" status timeframe varies from one institution to another but is generally 10-30 days). When the actual charge is put through, you may experience a shortfall if you haven't properly accounted for the actual expenditure.

How long will it take to get my order?

All in-stock items generally ship within 2-3 business days, via UPS Ground from Houston, TX unless otherwise directed. Please allow 1-2 weeks for delivery of your order.

What should I do when I get my order?

Open your order right away and verify that your packing slip matches what you received.

What is the process for a return or exchange?

If a garment has been altered in any way, including a hem, it cannot be returned for exchange or credit. Garments embroidered with the BPA logo cannot be returned for exchange or credit, except under these conditions:

If your new garment has a manufacturer defect such as missing buttons, broken zippers or other faulty construction, Twin Hill will exchange the garment as long as it has not been worn, laundered, dry cleaned or altered.

For worn garments with a manufacturer defect such as missing buttons, broken zippers or other faulty construction, Twin Hill will exchange any garments with manufacturer's defect within 90 days of receipt.

The reverse side of all packing slips is printed with a return and exchange (if applicable) form. Please follow the instructions on the form and return your garments to the Twin Hill Distribution Center for processing. We recommend that you use a return carrier that provides tracking information and guaranteed delivery (such as UPS or FedEx). Items that have been worn, altered, laundered or dry cleaned will not be accepted for return, unless defective. All acceptable garments returned will be processed for credit or exchange as indicated on the form.

Return to:

Twinhill Returns
5630 Renwick
Houston, TX 77081

What about back orders?

Twin Hill and BPA are committed to keeping backorders to a minimum. Generally, backorders are filled within four weeks but can take up to 12 weeks in some cases. Please check the website for the most accurate delivery dates. The good news is that you have a large choice of products in your Apparel Program and can choose to wait for the backordered items to arrive, or select another product for immediate delivery.

How do I cancel my order?

Generally, orders are shipped within 48-72 hours for available product. However, if your order has not been processed for shipment, we may be able to adjust or cancel the order. If the web status of your order is IN PROCESS, we are unable to make any adjustments or cancellations. Please contact Customer Service at 1.866.206.0699.

Can I trace my shipment?

Yes. Follow the links on the website and navigate to the Order Inquiry location which will allow you to locate and trace any shipment. A link to the UPS website is included to enable you to view tracking in real time.

I need help determining my size. What should I do?

There is a "Fit Guide" on most pages of the website to assist you in determining the appropriate size. You may also call a Twin Hill Customer Service associate to help you make a decision regarding the appropriate size based on your measurements.

How do I check the status of my order?

To check the status of your order, go to the Order Status/History page.

How do I view my Account History?

To view your Account History, go to the Order Status/History page.

Still have questions or need help?

Contact Customer Service via email by using the CONTACT US tab on the home page or call 1.888.206.0699.

Thank you for your valued business. We hope these FREQUENTLY ASKED QUESTIONS have been helpful.