FREQUENTLY ASKED QUESTIONS
When will my order ship?
Orders are typically shipped within 24 hours after receiving the order. We do our very best to ship all orders as soon as possible. We ship Monday- Friday and our shipping cut off time is 2:30pm EST. Orders are processed in the order in which they are received, so even if you get your order in before 2:30, it might not make it out the same day if there are too many orders in front of it. If the order is received on Friday after 2:30pm EST it will ship on Monday.
We use USPS First Class Mail for our shipments. We do not ship on government holidays as there is no mail service.
Where is my order confirmation?
When we receive your order, an automated confirmation email is sent to the email address you submit for the order. If you do not see confirmation email, please check your SPAM. If you have made a typo in your email address, you will not receive any email updates. You can email our customer service at TwoFeatherInfo@gmail.com for help. We will need the exact name on the order.
Can I make changes to my order?
We can make changes to your order as long as it has not already shipped. You can email our customer service at TwoFeatherInfo@gmail.com for help. Please include as much information as possible to help expedite your change request. (Full name, order number, items and/ or sizes you would like to change.)
Can I change my shipping address?
We can change your shipping address as long as your order has not already shipped. You can email our customer service at TwoFeatherInfo@gmail.com for help. Please include the full correct address as well as your order number so that we can expedite your changes as quickly as possible.
Why hasn’t my order shipped?
We do our best to get all orders out as quickly as possible. If you have not received your shipping confirmation email, please check your SPAM folder.
Sometimes we have to place an order on hold while waiting for an address correction. Typo’s are common. If your shipping address has a typo, missing apartment number, or is unrecognized by the USPS software, we will send you an email for verification. We will not ship your order until the address has been verified or corrected. If we receive no reply after multiple email attempts, we will have to cancel your order.
Why does my tracking information still say “Pre- shipment”?
We do our best to send all orders out as soon as possible. If your order has been shipped you will receive an email with your USPS tracking number. If your USPS tracking update currently says “Pre-shipment”, this is a Post Office error. It means that your package is on the way, but did not receive a proper scan when it was accepted at the Post Office. This is a very common occurrence, and it just means that your package is making its way to you without the typical tracking updates. Unfortunately there is nothing we can do about this. Rest assured that your package is still in transit, though it might encounter a delay.
Can I make a return or exchange?
We accept returns/ exchanges within 30 days. Returned items must be in New Condition. All returns are thoroughly inspected and used/ worn items will be refused.
Please make sure the earrings are securely wrapped and send them to the address below. Please include a copy of your receipt (or your order information) to help expedite the process.
Two Feather Connection
447 Lake Howell Rd
Maitland, FL 32751
Once we receive your package, we will inspect the items for use or damage. We will then offer you an exchange and get you something that you are happy with. We do not refund any shipping for the product.
**Please do not send earrings in a standard letter envelope. If an item is returned broken and is poorly packaged, we do not take responsibility.**
Why is my delivery taking so long?
While we do our best to get all orders shipped out within 24 hours on business days, USPS is currently experiencing intermittent delays due to Covid-19 related issues and high e-commerce volumes. Due to this your order may be impacted. We appreciate your patience and understanding as we work to get your order to you as quickly as we can.
My package says “delivered” but I don’t see it. What do I do?
There are a number of reasons that a package could be “missing”. It is highly uncommon for a package not to be found. Please contact USPS with your tracking number to see if they can help you locate your package. Sometimes tracking updates will show that a package has been delivered when in fact it is still in transit.
What if my plugs arrive damaged?
For any issues with your order due to damage in transit, please email our customer service immediately upon receipt. TwoFeatherInfo@gmail.com Please include details and photos of the issue, as well as your order number so that we can do our best to quickly take care of the problem.
Can you make a custom piece?
Unfortunately we do not do custom work. We are a small company and we don’t have the extra time that it takes to put into special requests.
Can I order just one plug?
We do not sell singles. All of our earrings are listed in matched pairs. If we break up a pair, the partner will be wasted.
Do you offer wholesale?
We are not currently offering wholesale.
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