Shipping policy
Effective October 6, 2026
Where we ship
The 48 contiguous United States and Washington, DC. Fragrance contains alcohol and is classified as a flammable liquid for transport, so by law it travels by ground only, never by air. That is why we cannot yet ship to Alaska, Hawaii, Puerto Rico, other US territories, APO, FPO or DPO addresses, or outside the United States. If you are in one of those places, email hello@twynela.com and we will tell you the moment we can reach you.
USPS delivers to PO boxes, so those are fine. We do not ship to freight forwarders or package consolidators.
How it travels
Every order ships by USPS Ground Advantage with tracking, packed with the hazardous-materials marking the law requires. Bottles are boxed, wrapped and cushioned so they arrive upright and intact. Sample vials ship the same way.
Rates
- Orders of $75 or more: free shipping.
- Orders under $75: $6 flat.
Shipping is shown at checkout before you pay. Texas sales tax is added for Texas addresses; other states as the law requires.
When it arrives
We pack orders within 1 to 2 business days (Monday to Friday, excluding US holidays). Ground delivery usually takes 2 to 5 business days after that, longer to the West Coast and during December. You get a tracking link by email as soon as the label is made, and the tracking becomes live once USPS scans the package. If an order is late, check the tracking first, then write to us.
Address changes
Email us right away with your order number. We can change an address until the label is printed. After that, the carrier controls the package and we cannot redirect it. If a package comes back to us because the address was wrong or incomplete, we will reship it once at our cost if the mistake was ours, or for a new shipping charge if it was not.
Lost, damaged or wrong
If tracking shows delivered and you do not have it, check with neighbors and your carrier, then tell us within 14 days of the delivery date. If a package has not moved for 10 days or arrives damaged, tell us within 14 days of the expected delivery date. Send a photo of any damage. We will replace the order, or refund it if we cannot, and we handle the carrier claim ourselves. The same applies if we sent the wrong item.
Questions
hello@twynela.com. Include your order number and we will answer within one business day.