twIIgs Shipping Policy

Last updated: 8/19/2026

Where we ship

We ship within the United States, including Alaska and Hawaii, and internationally to most countries.

Cost

United States: standard shipping is free on all orders.

International: shipping is calculated at checkout based on destination and package size. Our poles ship in long boxes, and international rates for oversized parcels are high. The rate you see at checkout is the shipping cost only.

International orders: duties, taxes, and customs

Read this before ordering from outside the United States.

The shipping cost at checkout does not include import duties, customs fees, VAT, GST, brokerage or handling charges, or any other tax or fee imposed by the destination country. You are responsible for all of these, and they are charged separately from your order.

These charges are set by your country's customs authority, not by us. We cannot calculate them in advance, and we cannot tell you what they will be. They can be substantial. Check your country's import rules before ordering.

Your carrier will typically collect these charges before or at delivery. If you refuse the package or do not pay the charges:

• The package may be returned to us, abandoned, or destroyed by customs
• We will refund the product cost only, minus original shipping and any return shipping or fees we are charged
• If the package is abandoned or destroyed, no refund is available

You are also responsible for complying with your country's import laws and for any reporting or documentation your country requires of you as the importer of record.

We declare full order value on all customs forms. We will not mark shipments as gifts or declare a reduced value. Do not ask.

Some components of our poles are manufactured in Austria and some in the United States, and customs paperwork reflects this.

International orders are subject to the same final sale terms as domestic orders. See our Refund and Warranty Policy.

Poles: production and shipping time

twIIgs poles are built to order in Logan, Utah, using components manufactured in Austria and Utah.

The estimated ship date for your order is stated on the product page and in your order confirmation. Because our poles are made to order, this window may be longer than you are used to from other online purchases.

If we cannot ship within that window, we will email you with a revised date and offer you a full refund. You choose whether to wait or take the refund. You do not need to do anything to keep your order active.

Estimated dates are estimates. Manufacturing, freight, customs, and carrier delays can move them, and we will tell you when they do.

Apparel and merchandise

Apparel is printed to order by our production partner and ships separately from our warehouse.

Merchandise is typically produced within 3 to 7 business days and ships shortly after. It travels on its own tracking number.

If your order includes both poles and apparel, it will arrive in separate packages, at different times, with separate tracking. This is normal and does not mean part of your order is missing.

Transit time

Once shipped, standard US transit runs 3 to 7 business days depending on where you are. You will receive a tracking number by email when your order ships.

International transit varies widely, typically 7 to 21 business days, plus however long customs clearance takes in your country. Customs holds are outside our control and we cannot expedite them.

Transit time is separate from production time.

Shipping addresses

We ship to the address entered at checkout. Check it before you submit your order.

You can change your shipping address at any time before we print a label. Email liam@twiigs.co with your order number and the new address. Once a label is printed we cannot change it.

We are not responsible for orders delivered to an incorrect or incomplete address provided at checkout. If a package is returned to us as undeliverable, we will contact you and reship it once you confirm a corrected address. You may be responsible for reshipping costs in that case.

Lost and stolen packages

If tracking shows your package was delivered and you do not have it, check with your household and neighbors first, then email liam@twiigs.co. We will help you file a claim with the carrier.

We are not responsible for packages stolen after confirmed delivery. If you are shipping somewhere packages go missing, consider a work address or a carrier hold.

Damage in transit

If your order arrives damaged, photograph the outer box and the contents before unpacking further and email liam@twiigs.co within 7 days of delivery with your order number and photos. We will replace the damaged product.

Do not discard the packaging until the claim is resolved. Carriers often require it.

Order changes and cancellation

Custom pole orders are final at the time of purchase and the design cannot be changed. See our Refund and Warranty Policy.

Shipping address changes are separate and are accepted any time before a label is printed.

Questions

Email liam@twiigs.co with your order number.

twIIgs LLC 55 N 400 W Logan, UT 84321