Frequently Asked Questions + Shop Policies
What is your processing time?
We strive to have orders fulfilled within 5-7 business days, but may take up to 8 especially during holiday seasons or new product launches. Every item is made to order in our shop, if you need your order shipped or ready for local pick-up sooner, please just send us an email as soon as possible with your request.
Do you accept Returns or Exchanges
Due to all orders being custom made to order and the size of our small business, we are not able to accommodate returns or exchanges. Please refer to size charts and do not hesitate to reach out to us if ANY questions regarding sizing at info@twinravenco.com
Damaged items: We do our very best to inspect each item with care. However, in the off chance you received a damaged item, you must reach out to us within 7 days of delivery with your order number and photo(s).
Cancellation Policy:
As every item is made to order, cancellations cannot be guaranteed as your order may have begun production. Please contact us within 24 hours of placing your order to try arrange a cancellation.
How long does Shipping take?
Once your package ships, please allow 1-5 days for the package to be delivered (Canada). For USA, 4-8 business days. For Europe, 9-12 business days. Please note these are estimates from the Post Offices and Twin Raven Co. cannot be responsible for shipping delays. Please reach out to your shipping carrier with your tracking information for next steps.
Can I Track my Package?
All orders are tracked and insured. You will receive an email including a link with live tracking information once your order has shipped. Please note this information may take 24 hours to update. Note that Twin Raven Co. is not responsible for delayed, lost, or stolen packages, please refer to your tracking number and contact the postal service directly should you have any issues.
Can I change my shipping address?
Once your order is placed, please contact us within 24 hours to update any shipping information. If you received a notification that your item is being returned-to-sender due to wrong address, contact your local postal office right away.
How does the local pick-up process work?
Our local pick-up process is easy:
1. Select the pick-up location that best works for you at checkout
2. You will receive an email when your order is ready (please check your junk folder and make sure you enter in the right email as this is the only way we will be able to contact you).
3. Simply respond to this email to arrange a pick-up time.
What is Sizing like?
Everything is unisex. We carry several different styles and fits. Please see size chart on specific item for current sizing information and recommendations. Returns/exchanges are not possible for our small clothing shop so please double check sizing. Please don't hesitate to send us a message if you have any questions!
Do you do Unit orders for Healthcare Workers?
Yes! See our unit order page here.
Do you do custom orders?
Yes! We periodically open our custom books throughout the year. We help in the design process from start to finish to help achieve your vision. From sketching out and creating the design into embroidery, choosing apparel colour and style, we help you step-by-step!
Please read Quick FAQ below and head over to our custom request form page to get started.
Custom Order Quick FAQ:
Custom embroidered apparel minimums start at just 5 items, and depending on the scale of your project we can turn small product runs around in less than a week. We create all of our own designs, so you won’t find these anywhere else!
We use the highest quality thread available in the embroidery market which truly stands by the longevity and durability our apparel. If you need a specific width or length design you must confirm this information with us so we can follow this. We use the latest technology including laser placement to ensure accurate placement. Custom design fees are nonrefundable. Custom designs are made specifically for you, we do not sell or remake these designs. We choose threads closest to the mock image provided, but with different computer settings and thread conversion, actual thread colours may be different (ie. we may use a darker or lighter brown than expected).
How does the embroidery stay onto the fabric?
We have commercial-grade embroidery machines that are able to do the most precise stitching. We also use heavy-duty embroidery stabilizer on all items, this is the white backing on the inside of the garment. This backing is there to ensure the stitches don't move and are stabilized for years to come. The backing is meant to blend in with the fabric of the garment and softens after first wash/getting damp.
Do you make your own designs?
Yes! All designs are made by Twin Raven Co. We first draw out an image in paper art form, and then we digitize it in our software (literally stitch-by-stitch) to turn it into unique embroidery designs!
*ALL DESIGNS ARE CUSTOM MADE BY TWIN RAVEN CO. AND ARE THE PROPERTY OF TWIN RAVEN CO. EXCLUSIVELY. IT IS PROHIBITED BY LAW TO COPY OR REPLICATE.*
