CUSTOMER SERVICE

Thanks for your interest in Twins products. The best way to reach us is by phone, during normal business hours (9am to 5pm Pacific time, Monday through Saturday.) Customer inside the USA, call toll free 888-MARTIAL. International customers, please dial +1(858)735-7720.

TWINS SPECIAL Item Availability

You will be billed for all items immediately upon order confirmation. Exact shipping times may vary, particularly during holidays and peak sales periods. For more information, please read the details below.

Please note: expected shipment times specify when an item is expected to leave our warehouse, not when the item will arrive at its final shipping destination.

After your order leaves our warehouse, delivery times vary according to the shipping method you select during checkout and the location of your shipping address.

Release Date Items

Release Date items are items that are available for purchase on our site in advance of our release date for sale to the general public. Release Date items are shipped directly, once the approved release date arrives. You will be notified of the status of your Release Date item via e-mail. Expected shipment time (for example, "Release Date: Buy now for shipping on 05/13/2010") is indicated on the Product Detail page.


Cancellations

Orders or parts of an order may be cancelled by our system for various reasons. Possible reasons include:

  • Unavailable item(s)
  • Difficulty in processing your payment information
  • Inability to ship to address provided
  • Existence of a duplicate order

If your order is cancelled, you will receive an important notice via e-mail. It will explain the reason for the cancellation. Once an order is cancelled, it cannot be reprocessed and must be submitted again on our website. If you are interested in purchasing items similar to those unavailable, you may contact Customer Service for recommendations.

Customer Requested Order Changes/Cancellations

After you have clicked "Send My Order", you cannot cancel your order. However, you may request cancellation of your order if you receive an e-mail notifying you that:

  • We are unable to process your payment information. Please contact us immediately (888) 627-8425 if you wish to cancel your order.
  • One or more items in your order is on backorder. (You may only cancel the backordered items.) Please contact us immediately at (888) 627-8425 if you wish to cancel these items.

If you have made a mistake in your order (selecting the wrong product), or need to make an exchange, please contact us immediately at (888) 627-8425.

Emails about your order

After you place your order, you will receive e-mail updates about your order status. Keep these emails accessible for your records. Below are examples of e-mails you might receive:

  • Order Confirmation. This e-mail confirms that we have received your order. The order number will be included.
  • Shipment Confirmation. This e-mail confirms that some or all of your order has shipped. You may receive multiple Shipment Confirmation e-mails if items are shipped separately. The arrival time of your items depends on the designated shipping method and your shipping location.
  • Important notice about your order. This email offers important information about your order, such as: difficulty in processing your order, inability to ship to the address provided, existence of a duplicate order, and cancellation of order. If you receive one of these emails, please call a Customer Service Representative immediately at (888) 627-8425 so the problem can be addressed.

Payment Options

Credit cards accepted:

  • American Express
  • Discover
  • MasterCard
  • Visa

Other forms of payment:

  • PayPal
  • Bank transfer

We do not accept:

  • CODs
  • Layaway plans

Important information about payment:

  • Credit Cards are charged immediately.
  • Debit and Bank Check Cards may be charged immediately upon order.
  • For your security, your billing name and address must match that of the credit card used for payment. We reserve the right to cancel any order that does not match these criteria.

Sales Tax and Customs Fees

State laws require that we charge applicable sales tax on orders shipped to the following states:

California

We do not charge sales tax on the purchase of Gift Certificates. However, items purchased with Gift Certificates will be taxed if shipped to the states mentioned above.

Foreign Customers (outside the USA)- please be advised we are not responsible for any fees (including but not limited to customs, brokerage, tariffs, other associated costs, etc.) that may be charged to you by your local government or authorities upon import. If you do not know what these costs will be, we recommend you consult your local authorities.

Discounts and Codes

We may feature promotional coupon and discount programs. Follow these simple steps to redeem a promotion or discount code:

  • On the Payment page in Checkout, enter the code in the box next to "Gift Certificates and Discount Codes." Codes are case sensitive.
  • Click "Apply."

If your discount qualifies, it will be displayed in the payment summary.ss.

Online Gift Certificates

Follow these simple steps to redeem your online gift certificate:

  • On the Payment page in Checkout, enter the code in the box next to "Gift Certificates and Discount Codes." Codes are case sensitive.
  • Click "Apply."

PayPal

PayPal is an alternate method for purchasing your order on www.twinsfightgear.com. It enables any individual or business with an email address to securely send payments online. With a PayPal account, you can choose to pay with your credit card, debit card, bank account, or PayPal account balance for any purchase you make. Your credit card and bank numbers are never seen by the seller or merchant. Plus, you're 100% protected against unauthorized payments sent from your account.

PayPal Conditions

  • If you select PayPal as your payment option, you will continue through the standard checkout process then automatically proceed to paypal.com to complete your payment.
  • Once you have been redirected to paypal.com, you will have 25 minutes to complete the payment before your order is dropped.
  • If PayPal is used for payment, all returned products must be sent by mail, not brought to physical stores.

For more information, visit the PayPal Help Center.

Sign up for PayPal now.

How does PayPal work?

PayPal is used to securely send payments over the internet. You can choose to pay from your PayPal account balance, a credit card, debit card, or bank account. To make a PayPal purchase, select PayPal during checkout on the www.quiksilver.com website and choose your method of payment. Your funds are transferred immediately and securely.

How Do I Create a PayPal Account?

To get started, simply fill out the PayPal registration with your desired account type, country of residence, home address, and login information.

How secure is PayPal?

PayPal is highly secure and committed to protecting the privacy of its users. Its industry-leading fraud prevention team is constantly developing state-of-the-art technology to keep your money and information safe. When you use PayPal to send money, recipients never see your bank account or credit card numbers.

How Do I Contact PayPal Customer Service?

For the fastest response, you may access the user-friendly Help Center. Developed by the PayPal Customer Service team, this Help Center contains a comprehensive information database. Simply type a question into the search box to receive a complete answer.

If you do not find the information you need in the Help Center, PayPal Customer Service representatives are available to assist you. Send an email for a prompt response or contact PayPal directly by phone:

Customer Service: 1-402-935-2050 (a U.S. telephone number)
4:00 AM PDT to 10:00 PM PDT Monday through Friday
6:00 AM PDT to 8:00 PM PDT on Saturday and Sunday


Secure Shopping Guarantee

www.twinsfightgear.com uses the industry standard encryption protocol known as Secure Socket Layer (SSL) to keep your order information secure.
Secure Shopping Guarantee has been established for every transaction made with www.twinsfightgear.com. If any unauthorized charges were to appear on your credit card as a result of shopping with www.twinsfightgear.com, you must notify your credit card provider in accordance with its reporting rules and procedures.
We will cover the liability of purchases made through this web site only if the unauthorized use of your credit card resulted through no fault of your own. If your bank holds you responsible for fraudulent charges, we will cover your liability up to $50.00.


Order Status

You may check the status of your open orders by visiting the tracking page. This is the easiest and fastest way to obtain current information. Please note: Order information may not appear on www.twinsfightgear.com in your order history for up to 1 hour after the order has been submitted.

When you click order tracking, you will be prompted to log in with your e-mail address and password. Once you have signed in, the Order Tracking page will provide you with detailed information about your current (and past) orders. After your order has been shipped, your tracking number, if available, will be displayed. This number allows you to check the shipping status of your order through the shipping company. Shipping companies may not have the ability to track a number for up to 24 business hours.

Tracking your Order

When can you track your order?

At our warehouse, tracking numbers are assigned, when applicable, to packages immediately and generally appear on our website along with your order information. However, it may take up to 48 hours before the package is checked into the carrier's tracking system. Even though your package has already shipped from our warehouse and is on its way to you, the carrier may not be able to provide any information about your package for up to 48 hours.

Orders placed on www.twinsfightgear.com may be delivered by one of several different carriers and shipping methods. Tracking availability may vary depending on the type of item you purchased, the shipping method you selected during Checkout, and the carrier that is delivering your item(s).

Occasionally, orders are delivered via a carrier that does not offer the ability to track a package. In these instances, your Order History on www.twinsfightgear.com will not offer tracking information but will still offer order status and other details. To learn the difference between tracking information and order status, please read the information provided below.

Finding Your Order Status

The status of your order is easy to find.

  • Check your e-mail. You are required to enter an e-mail address during Checkout, so that you may receive e-mails regarding the status of your order.
  • Visit the website. You may track your order online at any time. Information about your open orders, tracking, and past orders is available.
  • Contact us. If you still have questions about your order, please contact us at (888) 627-8425

How is order status different from tracking information?

The status of your order is supplied by www.twinsfightgear.com. It represents the progress of your order between the time it is placed and the time it ships from our warehouse. Once your order leaves our warehouse, it is handled by a carrier (such as FedEx, USPS or UPS) that may provide tracking information until your order is delivered*. The tracking information is accessible from your history on our website when it becomes available.

*Tracking information may not be available for up to 48 hours after an item is shipped from our warehouse.

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