Shipping policy
Effective Date: 01 November 2025
Last Updated: 01 November 2025
At Twone, we take pride in ensuring that every order placed on www.twone.in is processed, packaged, and delivered with care, accuracy, and the highest level of professionalism. This Shipping & Delivery Policy explains in complete detail how Twone manages order processing, dispatch timelines, courier handling, delivery coverage, and customer responsibilities. By placing an order on our website, you acknowledge that you have read, understood, and agreed to the terms set forth in this Policy. Our goal is to provide clarity, transparency, and confidence to every customer who chooses to shop with us.
1. Order Processing and Dispatch Timelines
Once an order is confirmed on our website, our team begins processing it promptly. We take special care to verify the payment, inspect the products, and prepare them for dispatch so that they reach you in the best possible condition. Orders are typically processed and dispatched within two to four working days following payment confirmation. These timelines may vary slightly during peak seasons, festive sales, high-traffic events, or periods of unusually high order volume. Twone is committed to dispatching orders as quickly as possible while ensuring that each product meets our quality standards.
As soon as your order has been dispatched, you will receive a confirmation message via email or SMS. This notification will contain the courier partner’s name and a tracking ID to help you monitor your shipment as it moves through the delivery network.
2. Delivery Timelines and Expectations
Twone aims to deliver orders across India within seven to ten working days from the date of dispatch. Delivery durations depend on multiple factors including the delivery location, courier service efficiency, local conditions, and external delays beyond our control. Major metropolitan cities such as Mumbai, Delhi, Bangalore, and Pune typically receive deliveries sooner, while Tier-2 and Tier-3 regions may require additional time.
It is important to note that weekends, national holidays, and regional public holidays are not considered working days. Twone makes every effort to minimise delays, but delivery timelines provided on the website or by our support team are estimates only and not guaranteed commitments.
3. Shipping Partners and Logistics Operations
To ensure safe and timely delivery, Twone works exclusively with reputable third-party logistics partners who have a strong presence across India. These courier providers help us cover a wide range of serviceable pin codes. In extremely rare cases where the customer’s location cannot be served by our delivery partners, our support team will reach out to the customer to discuss alternative arrangements or initiate a cancellation for that specific order. Such instances are exceptions and are handled with utmost care.
4. Delivery Coverage Area
Twone currently caters exclusively to customers within India. We do not offer international shipping at this time. Any orders placed with international addresses will be automatically cancelled, and payments—if processed due to system oversight—will be returned or reversed as per our internal protocols. Customers are advised to enter accurate Indian delivery details during checkout to avoid disruptions.
5. Shipping Charges and Fee Structure
Shipping charges vary based on the customer’s delivery location, pin code, order weight, and courier partner requirements. The applicable shipping fee, if any, will be displayed clearly during the checkout process before the order is confirmed. Twone reserves the right to revise shipping charges without prior notice; however, such changes will never affect orders that have already been placed.
Twone does not currently offer a Cash-on-Delivery (COD) payment option. All orders must be prepaid using available payment modes such as UPI, credit/debit cards, wallets, or net banking through our secure payment gateway.
6. Order Tracking and Shipment Updates
Once your order is shipped, you will receive a tracking link through email or SMS, allowing you to monitor the shipment in real time. Tracking information may take a few hours to update after dispatch, depending on the courier partner’s system. Customers can use the tracking link to view the current status of the parcel, estimated delivery date, and transit checkpoints along the route.
If the tracking link does not update or displays unclear information, customers may directly contact our support team at contact@twone.in for assistance. We will coordinate with the courier partner to provide updated details on your order’s movement.
7. Delays, Liability, and External Circumstances
While Twone makes every effort to ensure timely delivery, there may be occasions where circumstances beyond our control impact the courier’s ability to deliver the order on time. Such situations may include operational delays at the courier’s end, incorrect address details provided by the customer, weather conditions, natural calamities, strikes, festivals, or other unforeseen logistical disruptions.
Twone cannot be held liable for delays caused by such external factors. However, we always aim to support customers by coordinating with courier partners and providing timely updates wherever possible. Our priority is to ensure that every order reaches the customer safely, even if delays occur.
8. Incorrect Addresses and Failed Deliveries
Customers are responsible for providing accurate and complete delivery address details. If a parcel is returned to Twone due to incomplete address information, customer unavailability, refusal to accept the order, or multiple failed delivery attempts, the customer will be responsible for the cost of reshipping the parcel. If the customer chooses not to have the product reshipped, Twone may issue store credit after deducting applicable shipping and handling fees. Monetary refunds are not provided under any circumstances, as per our company-wide no-refund policy.
To avoid delivery failures, customers are encouraged to double-check all shipping details before placing the order.
9. Order Modification and Address Changes
Twone understands that address errors may occur during checkout. Therefore, customers may request changes to their address or order details only before the order has been dispatched. Once an order has been shipped from our warehouse, no modifications or corrections can be made. Customers must contact us at contact@twone.in as soon as possible if they need to update any information.
10. Damaged, Tampered, or Missing Shipments
If your order arrives in packaging that appears tampered, damaged, or unusually handled, we request that you document the condition immediately by taking clear photos or videos of both the outer packaging and the product inside. Customers must report such issues to us within forty-eight hours of delivery by writing to contact@twone.in. This helps our team coordinate with the courier partner to investigate the issue and take corrective action. Depending on the findings and product availability, Twone will arrange a replacement or an appropriate resolution.
Claims reported beyond the forty-eight-hour window may not be eligible for review, as courier partners require timely evidence for verification.
11. Undelivered, Returned, or Lost Parcels
In some cases, parcels may be marked as undelivered or returned to our warehouse by the courier partner. When this happens, our team will contact the customer through email or WhatsApp to notify them. If the customer does not respond within seven days of our communication, Twone will automatically initiate a cancellation for that order and issue store credit after deducting applicable shipping fees. Twone does not provide cash refunds for undelivered or returned parcels due to our no-refund policy.
In the rare event of a lost or untraceable shipment, Twone will work closely with the courier partner to resolve the issue and provide an appropriate solution in the form of a replacement or store credit, depending on availability and internal guidelines.
12. Customer Support for Shipping Queries
If you have any concerns regarding your delivery status, shipment delays, tracking visibility, courier behaviour, or any inconsistency related to shipping, our customer support team is available to assist you. You may contact us at contact@twone.in or reach out using the phone number provided on our website. We aim to respond to all shipping-related queries as promptly as possible during our support hours, Monday to Saturday, 10:00 AM to 6:00 PM.
13. Policy Modifications and Updates
Twone reserves the right to update, alter, or modify this Shipping & Delivery Policy at any time without prior notification. Any changes made will be reflected in the “Last Updated” date displayed at the top of this document. Customers are encouraged to review this Policy periodically to stay informed about the latest terms and procedures.
14. Disclaimer
While Twone strives to ensure safe, timely, and accurate delivery, all delivery timelines mentioned on the website or in communication are estimates and should not be interpreted as guaranteed commitments. External factors, courier delays, and logistical challenges may influence these timelines. By placing an order on Twone.in, customers acknowledge and accept the terms and potential uncertainties associated with shipping and delivery.
Contact Details for Shipping Support
Twone
Plot No.40, Venuwan Housing Society
Near Friends Colony, Katol Road
Nagpur, Maharashtra – 440013
Phone: +91 87937 06769
Email: contact@twone.in
Website: www.twone.in