Customer service
Welcome to our customer service
Customer service
📦 Order
What does pre-order mean?
A pre-order lets you buy an item before it’s released or while it’s temporarily out of stock. We’ll ship it as soon as it becomes available. Estimated timing is shown on the product page and in your order confirmation.
How much does the shipping cost?
Shipping costs (and any free shipping offers) are shown at checkout. We offer free shipping for orders over 200AUD.
Can I cancel my order?
No. Once an order is placed, it can’t be changed or cancelled.
I entered the wrong personal information in my order. Can you change it?
No. For security reasons, order details can’t be changed after purchase. If your email or phone number is wrong, contact us at sales@twistshake.com.au
What happens if I enter the wrong delivery address?
If you entered the wrong delivery address, your package will probably be sent back to our warehouse with a failed delivery. Contact us at sales@twistshake.com.au as soon as possible and we’ll advise the next steps.
How do I know that my order has gone through?
You’ll receive an order confirmation email after checkout (check junk/spam too).
Why didn't I receive an order confirmation?
Check junk/spam first. If it’s not there, email sales@twistshake.com.au and include your full name and the email used at checkout.
The product I want to buy is sold out, when will it be available again?
Restocks vary. Check back later, or subscribe to updates/newsletter for new stock alerts.
I'm having trouble placing an order at Twistshake.com. What can I do?
- Confirm your details are correct
- Select delivery + payment method
- Accept the website terms/policies
If it still won’t work, try a different browser/device and email sales@twistshake.com.au
Do you have any stores?
Unfortunately, we currently do not have our own retail stores.
🚚 Delivery
When can i expect you to ship my order?
Orders are usually processed within 1 business day.
How do I track my parcel?
You’ll get a shipping confirmation email with a tracking link once your order ships.
What is the delivery time?
Delivery time depends on your location and the shipping option chosen at checkout. Estimated delivery is shown at checkout and in your tracking link.
Do you offer express delivery?
Express delivery is available for selected locations (shown at checkout).
How quickly can my package be delivered?
It depends on where you live. You can see the delivery options and the estimated delivery time at the checkout.
Can you change the delivery method afterwards?
No. Delivery method can’t be changed after an order is placed.
What delivery options do you offer?
All available delivery options are shown at checkout.
Do you ship to other countries?
Available shipping destinations are shown at checkout.
What happens if my delivery fails?
Delivery can fail due to incorrect address/contact details, missed delivery, or uncollected parcels. If a parcel is returned, we’ll process the return according to store policy.
I'm missing a product, what do I do?
Email sales@twistshake.com.au within 7 days of receiving your order. Include photos of everything you received.
I received the wrong product. What do I do?
We’re so sorry that you received the wrong product! Email sales@twistshake.com.au within 24 hours of delivery. Include clear photos of the item(s) received.
Is it possible to send two orders in the same delivery?
No—orders can’t be merged after checkout.
Can you guarantee delivery before Christmas?
We cannot guarantee delivery before Christmas. Our delivery times may be longer during peak periods
I made a mistake in my address, and the order has been shipped?
Track the parcel. If it can’t be delivered, it may be returned. We’ll assist based on the shipping outcome and store policy.
Customer service
↩️ Return & Claim
How do I return a product?
You can request a return within 14 days of receiving your order. Items must be unused and in original, unopened packaging (for hygiene reasons). To start a return, email sales@twistshake.com.au
How much does it cost to make a return?
A return shipping/handling fee may apply and may be deducted from your refund (where applicable).
How do I claim a product?
We are so sorry if you received a broken or faulty item. Email sales@twistshake.com.au with photos (and video if helpful) showing the issue.
Can I exchange a product?
We don’t offer exchanges. If eligible, return the item and place a new order for the product you want.
A product was broken when I got it, what do I do?
Email sales@twistshake.com.au with your order number and photos/video showing the issue clearly. Claims may require investigation and can take time to finalise.
The package was broken when I got it, what do I do?
Email sales@twistshake.com.au within 2 days of delivery with:
- photo of outer packaging
- photo of the shipping label
- photos showing how the product was packed
- photos of the damaged item (if damaged)
What's the status of my claim?
We handle cases in the order received. If additional investigation is needed, it may take longer. If you need an update, email sales@twistshake.com.au.
I didn't receive any return labels in my package. What do I do?
Email sales@twistshake.com.au and we’ll help you with return instructions.
I have returned a product. When do I get my money back?
Once your return is received and processed, refunds are issued back to the original payment method.
Can I send a return in a different package than the original one?
No, all returned items must be returned in their original packaging, as well as in their original condition and quality.
Can I return two different orders in the same package?
We recommend returning each order separately to avoid delays.
💳 Payment
What payment options do you offer?
We accept:
- Visa
- Mastercard
- American Express
- Apple Pay
- Google Pay
- Shop Pay
- Union Pay
Can I make an order for a company?
Company ordering is currently not available via the standard checkout at twistshake.com.au. You can send your enquiries about distribution to sales@twistshake.com.au
Why have I received my invoice but not my package?
If you’ve been charged, your order is being processed or already on the way. Use your tracking link from the shipping confirmation email.
How do I get a refund if I paid with my card?
Refunds are returned to the original card/payment method used.
Can I split my payment even though I have chosen an invoice?
Your invoice always states a minimum amount to be paid. Should you choose to pay in installments, the remaining amount will be transferred to an account.
Customer service
Contact us
We are happy to hear from you! We aim to answer your question as quickly as possible.Please send only one request and we will get back to you faster. If you send multiple enquiries, this will only delay our answer because your latest request will go back to the bottom of the queue as a new enquiry.
Contact form
Contact information
TWISTSHAKE AUSTRALIA
Sydney, NSW Australia
sales@twistshake.com.au