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.

I received my tailored items and they require some alteration. How can I have them altered?

Your local Men's Wearhouse store will be happy to alter your Twin Hill tailored components for a nominal fee. For the store nearest you, log onto www.menswearhouse.com

My tailored apparel items need to be pressed. Will Men's Wearhouse provide this service for me? What's the cost?

Twin Hill is pleased to offer you a significant value in that you may take your tailored jacket, skirts or trousers to any Men's Wearhouse store in our system and your Twin Hill tailored products will be professionally pressed at no charge. Stores are open seven days per week. Phone 1-800-776-7848 or log on to www.menswearhouse.com to locate the store nearest you.

Where do I find the Men's Wearhouse store nearest me?

Phone 1-800-776-7848 or log onto www.menswearhouse.com and click on Store Locator.

I've forgotten my password. What can I do?

Follow the links provided and the System Administrator will contact you via email with a new password. You can subsequently go to My Account and change this new password to one with which you might be more comfortable. Please make sure your password is a minimum of six positions.

I need to exchange sizes for a product I just received. What do I do?

We are happy to accept the product for exchange as long as it has not been worn, laundered, dry cleaned or altered.

The reverse side of all packing slips are 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 (UPS). Items that have been worn, altered, laundered or dry cleaned will not be accepted for return. All acceptable garments returned will be processed for credit or exchange as indicated on the form.

Return to:
Twin Hill Returns
5630 Renwick
Houston, TX 77081

Please note that Men's Wearhouse stores do not stock Twin Hill product and cannot process returns or exchanges of Twin Hill merchandise.

When I placed my apparel order, I noticed that the availability information indicated: Backordered. What does this mean?

Backordered indicates that, temporarily, we are out of stock without a valid delivery date for additional product. Typically, this type of situation is resolved within a few days. If you log back in and check on the status of your order at a later point, you will see the applicable delivery date.

I received my order from you and one of the items appears to be defective. What can I do?

Twin Hill has a 100% guarantee on its quality and workmanship. If you experience any problems with the quality or workmanship of any Twin Hill product, please contact our Customer Service Department. We will quickly repair or replace the damaged merchandise.

To expedite the process, when you are speaking with our Customer Service Department, please have the following information available:

•   Order number

•   Your name and telephone number

•   Reason for the return

•   Item(s) being returned

I started to place an order on the web and had to leave my computer. Do you save the information I've entered?

Yes. Information is saved for 24 hours, unless you complete the transaction or logout.

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 1-888-206-0699.

I have some questions as to how I can determine proper size, can you help?

Yes. Simply refer to the Fit Guide link at the bottom of the website or call Customer Service at 1-888-206-0699 and we will be pleased to assist you.

Will my size information be available on the Twin Hill site?

Yes. Your exclusive Twin Hill account will include a record of all transactions with us, including your size and item purchase history.

Can I trace my shipment?

Yes. After logging into the web site, select the Check Order Status link on the top right of your screen. Select the order number you would like to track. Once the order is displayed, select the "Shipped" link of any item on the order. This link will take you directly to the carriers tracking site and provide the tracking status of your order.

How long should I allow for my order to arrive?

As a general rule, allow 10-14 business days for your shipment to reach you. You will receive an email notification confirming that your shipment is en route with links to tracking information.

Will Men's Wearhouse charge me to alter my tailored products?

Yes. Nominal alteration charges apply. Men's Wearhouse stores will re-alter any previously altered seam at no additional cost.

How do I check the status of my order?

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

How do I view my Account History?

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