What browsers does your website support?
Our website supports all major browsers, including Internet Explorer, Google Chrome, Mozilla Firefox, and Apple Safari. However, some advanced features may not display properly on some older browsers. Please check to make sure you are using a recent version of your browser. For example, if you use Microsoft Internet Explorer 8, you must upgrade to a newer version or switch to a different browser to use our site effectively.
Ordering & Shipping
Whether you’re purchasing something for yourself or for your employees, ordering is quick and easy.
How to place an order online?
You must be a registered user of the site to purchase items. If you have already registered, please “Sign In” or click the “New Customer” option to register. Then, add at least one item to your shopping bag. Then, go to “My Cart” and click the option to “Checkout”. During checkout, you can select shipping options, enter payment information, and add billing and shipping addresses.
You can also review your order before it's final and make changes to the color, size, or quantity of an item.
What happens next?
After you place an order, an order confirmation immediately appears in the same window. The confirmation includes an order number. It's a good idea to write the order number down before closing your browser.
Within 24 hours, you will receive an order confirmation email, which shows the same order number and provides a link to your order status page on the website. You can check the status of your order anytime by clicking the "Orders and Returns" link in the top right corner of the website underneath “Welcome!….” if you have successfully signed in.
When your order has been shipped from the warehouse, you receive a second email with tracking details.
Can I use a Purchase Order (PO) as payment method?
At this time, Twin Hill does not accept Purchase Orders. Orders can be placed using a credit card only.
How long will my order take to process?
This will vary depending on the characteristics of your order, such as the size of your order, the complexity of any logos, and your shipping requirements. Please note that all timeframes include 2-3 business days for processing; also note that actual transit time is dependent on the carrier, not Twin Hill.
How are back orders handled?
Back orders:Sometimes items are not available at the time you want to purchase them. If you decide to place an order, these items are placed on "back order," which means your credit card is authorized for the purchase, but it's not charged until the items become available and are shipped to you.
At the time you order, we provide you with an approximate ship date for your back-ordered items. Please note these dates are subject to change. If they do, we send you an email notification.
How do you handle taxes and tax exemptions?
Order totals shown in the order window during checkout reflect estimated tax. The actual charge to your credit card includes all applicable taxes calculated at the time your order is shipped. Those tax amounts appear on your invoice.
Our tax policy: The taxes we charge on merchandise are based on state and local tax laws and tax rates. The tax for an order depends on the delivery address and the location from which the order is shipped. If an order is made up of items shipped from multiple warehouses to a single delivery address, the tax rate applied to the order may vary based on the warehouse locations.
Where required, tax is also applied to the shipping and handling charges. If you return an item for a refund, that refund includes the taxes you paid for the item. There is no refund for taxes paid on shipping and handling because shipping and handling charges are nonrefundable as soon as an item has been shipped.
If you're making a purchase for a tax-exempt organization or you're an individual who qualifies for a tax exemption,
call us at 1-888-206-0699
To ensure compliance with tax laws, we must receive completed forms and verify some information before a purchase can be placed without tax.
How do I customize my order?
If you are looking to purchase items with custom embroidery, such as a logo or employee name, complete the “Embroidery Request” form and a member of our corporate sales team will contact you within 24 business hours.
Tracking or Changing Orders
How do I cancel my order?
Contact us immediately after placing your order by calling 1.888.206.0669
, and we’ll do everything we can to accommodate your request.
How do I track my order?
No matter the shipping option selected, you can follow your order’s progress online.
Click “Orders and returns” to track your order. This link also appears in the top right corner of the website under your login name but only accessible if you have successfully logged in.
For each order, you will see the order details and shipment summary (referred to as “invoice” on the order details screen, located at the bottom of the page). The shipment information includes a tracking number for each package. Click on the tracking number to see the progress of your package.
In some cases, we may send an order in multiple packages. When we do, we provide tracking information for all packages, as well as details on which items you can expect in which package. You are charged only once if we choose to send your order in more than one package.
Returns & Exchanges
If a garment has been altered in any way, including a hem, it cannot be returned for exchange or credit. Garments embroidered with a logo cannot be returned for exchange or credit.
If your item qualifies for a return, review the steps found here.
About >> Your Account >> Change billing information or password; sign up for email updates.
Why am I being asked to update my password?
Providing our customers with a safe and secure shopping experience is very important to us. We know that many customers re-use their passwords across multiple websites, and if any of those sites are compromised, it can put your online security at risk. That’s why it’s a good idea to select strong, unique passwords and change them regularly.
How can I change my password?
Here’s how to change your password:
• Log into your online account
• Click on My Account located in the top right corner under “Welcome! ……”
• You will be taken to the My Account page and select the option to change password
• Once complete, you will receive an email letting you know that your password has been changed.
How to sign in or sign out?
You will need your email address, which will become your username. You can see whether you’re signed in or not by looking at the top right corner of the website.
• To sign in, click the “Sign in” link and enter your email address and password as a returning customer. Sign in now
• To sign out, click the “Sign out” link in the top right corner of the website located under “Welcome!.....”.
How do I reset my forgotten password?
If you have forgotten your username or password, you can reset it yourself by going to our login page
and clicking on the appropriate link. You username is the email address registered on our website.
How can I keep my account secure?
As a company, we take our obligation to protect our customers’ information very seriously and have safeguards in place to detect potential threats to our online shopping environment. As a customer, there are some best practices you can employ to help keep your account safe:
• Avoid using the same password on multiple websites and do not repeat passwords
• Create strong and unique passwords that are difficult to guess and be sure to change them regularly. Also, be sure your passwords are a minimum of 8 characters long and include a mix of uppercase and lowercase letters, numbers and symbols.
• Review your account information regularly and report any suspicious activity immediately.
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.