FAQs

How can I get in contact with someone if I cannot find an answer to my question on the frequently asked question page?

To contact a customer service representative send an email at anytime to shoptwelve22@gmail.comand we will try to get back to you within 24-36 hours, if not sooner. If applies, please have your order number. 

 

How do I proceed for any questions, compliments or complaints about my order?

We prefer to take all questions, compliments, or complaints via email (shoptwelve22@gmail.com). It will allow you to give full detail about your concerns, and allow us to have something to reference when addressing your concerns. 

 

What do I do if my tracking status says “delivered” but I haven’t received my package?

We will review your order and make sure there are no discrepancies and that your package went out routinely. In the event that we find NO discrepancies, then we would suggest that you contact the carrier USPS (United States Postal Service). Give them your tracking number and let them know you didn’t receive your package even though USPS changed the status of your tracking to delivered. 

 

What if I received my package but an item was missing?

We will open and investigation. First, we check with the person who packaged your order to make sure they checked the contents of your package with the packing slip which you should have a copy of with your package. Second, we then check inventory for an overage of the item. If step 1 & 2 show no discrepancies, we conclude our investigation by suggesting you contact the carrier USPS. If we find error in Step 1 and/or 2 during our investigation we will resend your item at no cost to you, and send you a discount code for your next purchase with us. Please allow us 1-2 business days from the time you receive a confirmation email from us stating that we our investigating. 

 

How can I change a product on my order?

Once you have placed your order, the order is logged and cannot be adjusted. We request that you review the contents of your order before continuing to the payment section.

 

Can I modify the address once my order has been validated?

Yes. This type of adjustment is possible as long as the order has not yet been shipped. Please contact us as soon as possible to notify us of the changes to your order. If urgent we recommend that you contact us by phone.

 

Do you charge tax?

Yes, if an item is purchased in person or in the state of Arizona. We operate out of Phoenix, AZ, state tax is 5.6% + Maricopa county tax 0.7%. If we ship an item(s) to you out of state, then you will not be charged tax.

 

Is shopping online at your site secure?

Yes. Our shopping cart processes all information by using the latest SSL128-bit security technology.

 

Do you keep my personal information?

Yes, your personal information including name, email address, billing and delivery address when applicable is securely stored in our e-commerce database with the same SSL 128-bit encryption. This information is available for future orders when logging in, so that you do not have to type it again when you come back and shop with us. Credit card information is not stored.

 

Do you sell or trade any of my information?

Absolutely not. We do not sell, trade, or share any of your information with anyone under any circumstances.

 

How long does shipping take?

You can look to receive your package anywhere between 3-7 business days, after placing your order unless otherwise stated in the product description.

 

Is it possible to have same day shipping? 

Yes, if an order is placed on or before 12PM EST we can ship it same day. For expedited shipping email info@shopshai.com after you place your order with your order number so it can be processed sooner. 

 

Who is my package shipped through?

Standard Shipping is limited to the 48 contiguous United States. Shipping addresses in Hawaii, Alaska, APO/FPO, PO Boxes and US Territories will be shipped via USPS Priority Mail. We ship international as well using USPS Priority Mail.

 

How can I track my order?

You will receive a shipping notification email that will notify you of the carrier we've used to ship your order, and the different tracking options available for it.

 

Can I return my order for a refund?

No, there are no refunds. Only store credit.

 

Can I return my order for or store credit?

Yes, as long as its within our allowed 7 days for returns. You have 7 days after you receive you item(s).  Please just send it back and once we receive your item(s) we will notify you via email if it has been approved or denied. You will be issued of your gift card/ store Credit via email.

Return address is as follows:

TWELVE22

2724 Beutel Road

Lorena, TX 76655

 

If I return my order within the 7 days allowed does that guarantee I will be granted a store credit?

No. To be eligible for store credit, your item must be unused and in the same condition that you received it in. It must also be in the original packaging. Once your return is received and inspected we will send you an email notifying you of approval or denial of your return. All sale items, accessories, and bodysuits are FINAL SALE. 

 

What if 7 days have gone by since I’ve received my item, but I need a size exchange?

We cannot offer you store credit or an exchange after the 7 days have passed. We suggest you open and check your package as soon as you receive it. 

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