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ORDERS

Ordering
Ordering products from Twelve Rivers is easy. At the bottom of each product description page you have an option to add the item to your shopping cart by clicking the "Add to Shopping Cart" button. You will be shown your shopping cart. If you wish to change the quantity, enter the number you wish and click the "Update" button. You can then continue shopping or check out. When you are finished shopping, proceed to checkout and follow the simple steps on the screen.

Availability
While we strive to keep all our bags in stock at all times, we do occasionally run out of items. Unfortunately, we cannot take backorders on out-of-stock items at this time. If you are interested in an out-of-stock item, please click the link on the product page and we will notify you via email when the item is available. We apologize in advance for any inconvenience that this may cause you.

Cancellations
To cancel an order, login on the My Account page. If the status of your order is "Pending" you can cancel your order. Retrieve your order number and contact Twelve Rivers Customer Service. Write "cancel order" along with your order number in the message section. If the order status on your account is "Processing", the order has already been processed and can no longer be canceled.

Sales Tax
We are located in Michigan, therefore we only collect applicable state sales tax for orders shipped to Michigan.

Payment Options
We accept Visa, MasterCard, Discover and American Express, as well as PayPal. We do not accept personal checks. All prices and payments are in U.S. dollars.

Credit Cards
If your card is declined, we will try to contact you via phone or email at least 3 times over a period of one week.

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SHIPPING

Free Shipping
From time to time, as a thank you to our customers, we offer free shipping on orders over a specified dollar amount. This amount will be noted on our Twelve Rivers logo. To qualify, orders must include products totaling the specified dollar amount and be shipped to a U.S. address. No special code is necessary. During checkout, the "Free Standard Shipping" option will be available if your order qualifies.

Packaging
Our first priority is to make sure that your shipment arrives undamaged. That said, we continually strive to reduce our eco-impact by using minimal packaging. While we’d love to wrap your purchases, it wouldn’t be responsible of us to do so.

Costs
We use the weight of your order and your zip code to accurately calculate the shipping costs of your order at the time you check out. We ship from Michigan via USPS or FedEx. Depending on your location and your purchase, shipping charges range from $3-4.95 for USPS First Class and $5.95-14 for USPS Priority Mail, and $7-26 FedEx Ground Delivery.

Incorrect Addresses
If the package is sent out with an incorrect address and it is returned to us, you are responsible for the reshipping costs.

Order Arrival
The total shipping time for your order is our turnaround time PLUS the time in transit. We strive for 24 hour turnaround upon receipt of payment. Orders placed over the weekend typically ship the next business day. Please note, UPS cannot ship to P.O. boxes. To get an approximate idea of your transit time you can use the chart below.

USPS First Class (up to 13 oz.) 2-7 days (excludes Sun)
UPS Ground Home 2-6 days (excludes Sat-Sun)
USPS Priority Mail 2-4 days (excludes Sun)
UPS 3 Day Select 3 days (excludes Sat-Sun)
UPS 2nd Day Air 2 days (excludes Sat-Sun)
UPS Next Day Air Next day by 4 pm (excludes Sat-Sun)

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Tracking Shipments
Tracking for all orders will be emailed to you directly once your order ships. You can also access tracking information in the My Account section of our website. Please note that it may take up to 24 hours from the time of shipment for your tracking number to show any details.

APO/FPO Shipments
We ship to U.S. Military APO/FPO addresses and the costs are the same as if you are shipping within the States. USPS delivers the package to the appropriate center on either coast in 2 - 5 days and the government handles it from there.

When entering your order information, be sure to enter APO or FPO in the "City" field; then enter the appropriate two-letter code (AA/AE/AP) in the "State" field. Here's an example of how a correct address should appear:

PFC Sue Johnson
CMR 345, Box 12334
APO AE 09250

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International Shipments
Twelve Rivers is happy to ship internationally. We use USPS Priority Mail International for our international shipments due to customs charges imposed on our customers by UPS and FedEx. Please note that international shipping charges are based on several factors, including the weight of the package and its destination. The shopping cart checkout may not be able to quote you the exact shipping cost. For a firm shipping quote, please contact Twelve Rivers Sales.

Shipments to most destinations outside of the US take approximately 7-14 business days depending on where you live. On occasion orders have taken over 20 business days, so please be patient. Also due to extra paperwork involved, processing of international orders does take up to 2 business days. We currently do not offer expedited shipping for international orders.

For all international orders, customers are responsible for paying any customs, import duties and/or any other charges or fees that may be incurred by importing products into your country. We cannot determine in advance what these fees will be. For more information, please contact your local customs office. Once your package is delivered to customs, it may be held for an additional 10 days. We are confident your packages will arrive. It just may take longer than expected. Thank you for your patience!

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GIFT SERVICES

Gift Wrap
Gift items are enclosed in colored tissue along with a raffia ribbon at no additional charge.

Personalized message
We enclose a gift note card and a personalized message with all gift orders. Be sure to add your message in comments box during checkout.


RETURNS & EXCHANGES

Our Guarantee
Twelve Rivers is proud to offer exceptional products. If you are not fully satisfied with your purchase, we will gladly accept returns within 30 days of receipt of the item. Only items with all the original tags/protective packaging attached are accepted for return. To exchange an item, place an order for the new item, and return the current item for a refund.

Return Process
All items for return or exchange must have a Return Merchandise Authorization (RMA) number. The RMA number is obtained by emailing Twelve Rivers Sales. Once you receive your RMA number, please pack the item(s) securely and ship back via an insured FedEx or USPS shipment following instructions provided in your RMA email. You are responsible for the cost of return shipping, and the original shipping charges are non-refundable (unless an item is incorrectly shipped or arrives defective or damaged). We do not accept any returns after 30 days.

Refunds
Credit refunds are made after we receive and process your return. You should expect to receive your refund within 2 to 3 weeks. Please note that your banking institution may require additional time to process and credit your account once they have received the information from us. We’ll notify you of your refund once we’ve received, inspected, and processed the returned item.

For international shipments, any custom duties or taxes are not refundable by us and need to be referred to the customs department of the destination country.



CONTACT US

Email:    Contact Us Form or info@twelverivers.com
Phone:   248.797.1055
Mail:   Twelve Rivers
            P.O. Box 604
            Milford, MI 48381


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