Polices & FAQ's
Welcome to Twins Peak Rocks and Minerals! We are committed to providing you with a seamless shopping experience and ensuring your satisfaction with our products. Below, you will find our store policies regarding returns, refunds, exchanges, and frequently asked questions.
Return Policy
We offer a 14-day return policy, starting from the date you receive your item. To be eligible for a return, the item must be in the same condition as when you received it, unused, with tags, and in its original packaging. Please keep the receipt or proof of purchase handy.
If you would like to initiate a return, please contact us at TPRSHOPIFY2024@gmail.com. We will provide you with instructions on where to send the package. Please note that return shipping is at the expense of the consumer and we cannot accept returns without prior authorization from Twins Peak Rocks and Minerals.
Refund Policy
Once we receive and inspect your return, we will notify you as to the status of your refund. If approved, the refund will be processed within 10 business days and credited to your original payment method less a 30% restocking fee. Please note that shipping costs are non-refundable. Keep in mind that it may take some time for your bank or credit card company to process the refund.
Exchange Policy
We do not offer exchanges for any items purchased. All sales are final. If you have any questions or concerns about a specific item, please reach out to us, and we will be happy to assist you.
Frequently Asked Questions
Q: Can I return a sale item or gift card?
A: Unfortunately, we do not accept returns for sale items or gift cards. They are sold "as is" and are non-returnable.
Q: What should I do if I receive a defective, damaged, or wrong item?
A: Please inspect your order upon receipt. If you notice any issues, such as defects, damages, or receiving the wrong item, contact us immediately. We will evaluate the issue and make it right. It would be helpful if you could provide us with a photo of the item to expedite the process.
Q: Can I request a live video of a specific item?
A: Absolutely! If you are interested in a particular item on our website and would like to see a live video of it, please email us at TPRSHOPIFY2024@gmail.com. We will be happy to accommodate your request.
Q: Why is there a restocking fee?
A: We charge a restocking fee on returned items for several important reasons:
1. Extensive Pre-Purchase Information:
Multiple Pictures and Videos: We take great pains to provide
comprehensive visuals for each item. This includes multiple high-quality
pictures and detailed videos that show the item from various angles and in
different lights, ensuring that you can thoroughly evaluate it before making
a purchase.
Detailed Descriptions: Alongside visuals, we offer detailed descriptions
that cover all aspects of the item, from dimensions and materials to any
unique features or imperfections.
2. Unique, One-of-a-Kind Items:
Each piece in our collection is truly one of a kind, meaning no two items
are exactly the same. This uniqueness is part of what makes our items
special and valuable. Because of this, returned items cannot simply be
restocked and resold as easily as mass-produced goods.
Once an item is returned, it requires a careful inspection and, in some
cases, refurbishment to ensure it is in the same pristine condition as when
it was originally sold. This process can be time-consuming and resource-
intensive.
3. Handling and Processing Costs:
Even with all the precautions we take to ensure you know what you are
buying, returns still require significant handling. This includes processing
the return, inspecting the item, updating inventory records, and potentially
re-photographing or re-listing the item. These tasks incur costs in terms of
labor and time.
The restocking fee helps to cover these costs and ensures that we can
continue to offer the high level of service and quality that our customers
expect.
4. Encouraging Mindful Purchases:
The restocking fee also serves to encourage customers to make more
thoughtful and deliberate purchasing decisions. By providing ample
information and visuals up front, we aim to reduce the likelihood of returns,
fostering a more sustainable and efficient shopping experience.
In summary, the restocking fee is necessary to cover the costs associated with handling unique, one-of-a-kind items and to maintain the high standard of service and quality you expect from us. We strive to provide as much information as possible before purchase to ensure you are fully informed and confident in your decision, minimizing the need for
returns.
Contact Information
Trade name: Twins Peaks Rocks and Minerals
Phone number: (443)513-0046
Email: TPRSHOPIFY2024@gmail.com
Physical address: 115 W Branch St Berlin MD 21811
If you have any further questions or need assistance, please don't hesitate to reach out to us. We are available Monday to Friday, 10AM-6PM Eastern Standard Time, at 443-513-0046 or via email at TPRSHOPIFY2024@gmail.com.