Shipping policy
Last Updated: August 26, 2026
This Shipping Policy explains how Twelvei processes, ships, and delivers orders placed through https://www.twelvei.com/.
Please review this policy before placing an order. Shipping availability, estimated delivery times, shipping costs, and tracking information are described below and may also be displayed during checkout where applicable.
Order Processing Time
Orders are generally reviewed, verified, and processed within 1–3 business days after successful payment authorization.
Order Cut-Off Time
5:00 PM PT, Monday – Friday
Orders placed after 5:00 PM PT will begin processing on the next applicable fulfillment business day.
Fulfillment Business Days
Monday – Friday, excluding applicable U.S. public holidays.
Orders placed after the Friday cut-off time, during weekends, or on applicable U.S. public holidays will begin processing on the next fulfillment business day.
Processing times may occasionally be affected by high order volume, holidays, inventory availability, payment verification, fraud review, or other operational circumstances. If a significant issue affects the processing of your order, we may contact you using the information provided during checkout.
Shipping Destinations
Twelvei ships to the United States and other eligible international destinations currently enabled during checkout.
Shipping availability may depend on the destination, product, applicable shipping service, and options available during checkout.
If a destination cannot be selected or an order cannot be completed for that location during checkout, shipping may not currently be available to that destination.
Please provide a complete and accurate shipping address when placing your order.
Estimated Delivery Time
Estimated total delivery time consists of order processing time and shipping transit time.
Order Processing Time
1–3 business days
Estimated Shipping Transit Time
6–9 business days
Estimated Total Delivery Time
7–12 business days
Delivery times are estimates and are not guaranteed delivery dates. Actual delivery may be affected by carrier operations, weather conditions, seasonal volume, holidays, customs procedures where applicable, address issues, local delivery conditions, or other circumstances outside Twelvei's reasonable control.
Shipping Costs
Twelvei offers free standard shipping on eligible orders to destinations currently supported through our website.
If any different shipping charge or shipping arrangement applies to an order, it will be disclosed during checkout before payment is submitted.
International Orders and Customs
Orders shipped outside the United States may be subject to customs clearance procedures, import requirements, local postal procedures, or other destination-specific processes.
Customs processing or local carrier procedures may affect the estimated delivery time.
Any applicable taxes, duties, or other government-imposed charges collected during checkout will be displayed before payment is submitted.
If additional import duties, taxes, customs fees, brokerage fees, or other assessments are imposed after shipment by the destination country's customs authority, government agency, or carrier, those amounts are determined by the applicable authority or service provider and are outside Twelvei's control.
Free standard shipping does not necessarily include customs duties, import taxes, or other government-imposed charges that may apply to an international shipment.
Order Tracking
When an order is shipped and tracking information is available, tracking details will be provided using the contact information associated with the order.
Carrier tracking information may require additional time to update after shipment as packages are scanned and entered into the carrier's tracking system.
If tracking information has not updated for an extended period or you have questions about the status of your shipment, please contact us at hello@twelvei.com.
Shipping Address Accuracy
Customers are responsible for providing complete and accurate shipping information during checkout.
Please review the recipient name, street address, apartment or suite number where applicable, city, state or region, postal code, country, phone number, and email address before submitting your order.
Incorrect or incomplete shipping information may result in delays, unsuccessful delivery, or the return of a package.
If you notice an address error after placing your order, please contact us as soon as possible at hello@twelvei.com. We will review the request where possible, but address changes cannot be guaranteed once order processing or fulfillment has begun.
Delayed, Lost, or Missing Packages
If a shipment appears significantly delayed, tracking shows an unexpected issue, or a package is marked as delivered but cannot be located, please contact us at hello@twelvei.com with your order number and available tracking information.
Depending on the circumstances, we may ask you to verify the shipping address, review the carrier's tracking information, check the delivery location, or contact the applicable carrier for additional delivery details.
We will review the available order and tracking information and assist with the appropriate next steps based on the circumstances.
Failed Delivery and Returned Packages
If a package is returned because of an incorrect or incomplete address provided by the customer, refusal of delivery, an unsuccessful delivery attempt, failure to collect the package, or another customer-related delivery issue, please contact us so that we can review the available options.
If reshipment is requested after a customer-related delivery failure, additional shipping costs may apply. Any applicable reshipment cost will be communicated before a new shipment is arranged.
If a delivery issue results from an error attributable to Twelvei, we will review the matter and provide an appropriate resolution without requiring the customer to pay additional shipping costs for correcting that error.
Damaged, Defective, Incorrect, or Missing Items
Please inspect your order after delivery and contact us as soon as reasonably possible if an item arrives damaged, defective, incorrect, or if part of your order is missing.
When contacting us, please provide your order number, the email address used during checkout, a brief description of the issue, and relevant photographs where applicable.
We will review the matter in accordance with our Return & Refund Policy and provide an appropriate resolution based on the circumstances.
Order Changes and Cancellations
If you need to request a change or cancellation after placing an order, please contact us as soon as possible at hello@twelvei.com.
We will review the request where possible, but changes or cancellations cannot be guaranteed once order processing or fulfillment has begun.
If an eligible cancellation is approved after payment has been collected, Twelvei will process the applicable refund to the original payment method within 1–3 business days.
After a refund is issued, your bank, card issuer, PayPal, or other payment provider may require additional processing time before the funds appear in your account.
Contact Information
If you have questions about shipping, delivery, tracking, or the status of an order, please contact us using the information below.
Store Name
Twelvei
Website
https://www.twelvei.com/
Business Type
Independently operated online retail store
Email
hello@twelvei.com
Phone
+1 661-442-9645
Business Address
1631 Rodriguez Rd, Bakersfield, CA 93314, United States
Customer Support Hours
Monday – Saturday: 9:00 AM – 5:00 PM PT
Sunday: Closed
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