Refund Policy

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. 

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. 

Several types of goods are exempt from being returned.  Items that are custom made with a name cannot be returned unless there is an error in spelling or text copy on our part. 

Additional non-returnable items: 
- Gift cards 

To request a return, we require a receipt or proof of purchase in an email along with a photograph of the article which is incorrect. 
Please do not send your purchase back without prior approval. 

There are certain situations where only partial refunds are granted (if applicable) 
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error 
- Any item that is returned more than 30 days after delivery 

Refunds (if applicable) 
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. 
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 2  days. 

Late or missing refunds (if applicable) 
If you haven’t received a refund yet, first check your bank account again. 
Then contact your credit card company, it may take some time before your refund is officially posted. 
Next contact your bank. There is often some processing time before a refund is posted. 
If you’ve done all of this and you still have not received your refund yet, please contact us at . 

Exchanges (if applicable) 
We only replace items if they are defective, damaged or if there is an error on our part with the personalization itself (aka a typo or incorrect Text copy)  If you need to exchange it for the same item, send us an email at  along with a photograph of the item and wait for acknowledgement from us. Upon approval of your return ship it to the address listed below.

To return your product, you should mail your product to: Twisted Threads P.O. Box 708, Portage, WI 53901 United States 

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.  

Depending on where you live, the time it may take for your exchanged product to reach you, may vary. 

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.