Frequently Asked Questions (FAQs)

Last updated: March 17, 2026

Welcome to the Twozens FAQ page. Here you will find answers to common questions about ordering, shipping, returns, and more. If you cannot find what you are looking for, please contact our support team.

Orders & Payment

1. How do I place an order?
Simply browse our collection, select the items you want, choose your size and quantity, and click “Add to Cart.” When you are ready to complete your purchase, click the shopping cart icon and proceed to checkout. Follow the prompts to enter your shipping and payment information. You will receive an order confirmation email once your order is placed.
2. What payment methods do you accept?
We accept Visa, Mastercard, American Express, Discover, PayPal, Google Pay, Apple Pay, Shop Pay, Meta Pay, and Venmo. All transactions are secure and encrypted. For more details, see our Payment Methods page.
3. Can I change or cancel my order after placing it?
We process orders quickly to ensure fast delivery. If you need to change or cancel your order, please contact us immediately at support@twozens.com. We will do our best to accommodate your request if the order has not yet entered the shipping process. Once an order is shipped, it cannot be changed; you may return it after delivery following our Return & Refund Policy.
4. Is it safe to use my credit card on your site?
Yes. Our website uses SSL encryption to protect your personal and payment information. We partner with PCI‑compliant payment processors (Shopify Payments, PayPal) and do not store your full credit card details on our servers.
5. Do you charge sales tax?
Sales tax is calculated based on your shipping address and applicable state and local laws. The tax amount will be displayed at checkout before you complete your purchase.

Shipping & Delivery

6. How much is shipping?
We offer a flat rate of $7.00 per order for standard shipping anywhere in the United States. There are no additional handling fees.
7. How long will it take to receive my order?
Total delivery time = handling time (1–3 business days) + transit time (4–10 business days depending on your location). For example, an order shipped to New York could take 1–3 days handling plus 5–10 days transit, totaling 6–13 business days. See our Shipping Policy for a detailed breakdown by region.
8. Do you ship to P.O. boxes or APO/FPO addresses?
Currently, we do not ship to P.O. boxes or APO/FPO addresses. Please provide a physical street address for delivery.
9. How can I track my order?
Once your order ships, you will receive a shipping confirmation email with a tracking number and a link to the carrier’s website. You can also track your order by logging into your Twozens account.
10. What if my package is lost or stolen?
If tracking shows “delivered” but you haven’t received the package, please check with neighbors or your building management. If it is lost or stolen, contact us at support@twozens.com and we will assist you in filing a claim with the carrier. Twozens is not responsible for packages lost after confirmed delivery.

Returns & Exchanges

11. What is your return policy?
We accept returns within 50 days of delivery. Items must be unworn, unwashed, with original tags attached. We provide a free prepaid return shipping label and charge no restocking fee. See our Return & Refund Policy for full details.
12. How do I return an item?
Log in to your account or use our Returns Portal (accessible via the link in your order confirmation email). Select the item(s) you wish to return, print the prepaid label, pack the items securely, and drop off the package at any carrier location. You will receive a refund once we receive and inspect the return.
13. Can I exchange an item for a different size or color?
Yes, you can request an exchange during the return process. Exchanges are subject to inventory availability. If the requested item is out of stock, we will issue a refund. Alternatively, you can return the original item for a refund and place a new order.
14. When will I get my refund?
Once we receive and inspect your return (usually within 3–5 business days), we will process the refund. The credit should appear on your original payment method within 5–10 business days, depending on your bank or card issuer.
15. Do you offer free returns?
Yes, we provide a free prepaid return shipping label for all eligible returns within the United States.

Product & Sizing

16. How do I find the right size?
Each product page includes a size chart with measurements for chest, waist, hips, etc. We recommend comparing your own measurements to the chart before ordering. If you are between sizes, we suggest sizing up for a more comfortable fit.
17. Are your products true to size?
Most customers find our products fit as expected. However, fit can vary by style. Please refer to the size chart and product reviews for guidance.
18. What materials do you use?
We use high‑quality fabrics such as cotton, polyester blends, and sustainable materials where indicated. Material composition is listed on each product page.
19. How should I care for my Twozens apparel?
Care instructions are provided on the product label and on the product page. Generally, we recommend machine wash cold with like colors, tumble dry low, and avoid bleach to maintain quality.

Account & Technical Issues

20. How do I create an account?
Click on the “Account” icon at the top of our website and select “Register.” Enter your email address and create a password. You can also check out as a guest without creating an account.
21. I forgot my password. What should I do?
On the login page, click “Forgot password?” and enter the email address associated with your account. You will receive an email with a link to reset your password.
22. Is my personal information secure?
Yes. We take data security seriously. Our Privacy Policy explains how we collect, use, and protect your information. We never sell your data.

Contact & Support

23. How can I contact customer service?
You can reach us via email at support@twozens.com. Our support hours are Monday–Friday, 9:00 AM – 6:00 PM (EST). We strive to respond within 24 hours.
24. Do you have a physical store?
Twozens is currently an online‑only retailer. Our business address is 2173 Camino Del Este 6427, San Diego, CA 92108, but this is not a retail location open to the public.
25. Do you offer gift cards?
Yes, we offer digital gift cards in various denominations. You can purchase them on our website, and they will be delivered via email.

Still have questions? We are here to help!