Frequently Asked Questions (FAQ)

 

Ordering from our site requires the use of an SSL-compliant browser. We recommend using the latest version of Google Chrome, Microsoft Edge (preceded by Internet Explorer), Apple Safari or Mozilla Firefox. If you’re using early versions of the browsers listed, we can’t guarantee that all our site features such as opening PDF documents will work correctly.

 

 

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.

 

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 1-866-830-8316 and we will be pleased to assist you.

 

I need to exchange sizes for an item I just received. What do I do?
We are happy to accept the item(s) 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 items 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 returned items will be processed for credit or exchange as indicated on the form. .

Return to:
Mi Hub Returns Department
401 Salem Road
Jeffersonville, IN 47130

 

When I placed my order, I noticed that the availability information indicated: Backordered. What does this mean?
Backordered indicates that we are temporarily out of stock and do not have a delivery date for this item. 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 date, 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 at 866-830-8316. 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 1-866-830-8316.

 

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.

 

Will my size information be available on the Twin Hill site?
Yes. Simply refer to the Fit Guide link at the bottom of the website or call Customer Service at 1-866-830-8316 and we will be pleased to assist you.

 

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.
 
 
What if I have problems accessing the website or my profile/allowance is incorrect?
Please contact customer service with Twin Hill at 1-866-830-83126. The rep will assist as much as possible. If other resources are needed, please provide the rep with a good contact number/email address. Someone will get back with you as soon as possible regarding a resolution.

 

Still have questions or need help?

Contact Customer Service via email by using the CONTACT US tab on the home page or call 866-830-8316

Thank you for your valued business. We hope these FREQUENTLY ASKED QUESTIONS have been helpful.