*Delivery and Processing Times are estimates only and are based on assuming regular business operations, excluding weekends, holidays, and unexpected warehouse closures. Delivery estimates are in no way a guaranteed delivery date. Once orders are picked up by UPS, we are not responsible for delays caused by unforeseen complications with the delivery carrier, incorrect/undeliverable shipping addresses, weather and other natural causes, or other factors outside our control.
*Order processing time may be delayed slightly during holidays.
*Theses terms exclude Special order / Made to order items. Please scroll down to see detail about orders for these item.
United States (Continental US):
Alaska, Hawaii and Puerto Rico:
Canada:
Due to the Canada Post strike all orders will be shipped via DHL and shipping fees will temporarily change.
(Please note that the amounts are all in USD)
Standard Shipping -
International Shipping:
Please contact us to inquire shipping estimates by email
Currently, we are only able to accept online orders to shipping addresses within the United States and Canada.
But we can directly work with you by placing orders via email for other international orders. Please feel free to contact us, so we can send you a shipping estimate. Contact Us
Some of our items on our online store are noted as "Special Orders" or "Made to Order" in the product description. We don't usually keep these items in our US warehouse, and in many cases, items need to be made to order. But sometimes we do have them in stock. Please feel free to Contact Us before you place your order to check the stock.
The wait can be up to 5 months depend on the availability. Once the order is placed, our team will separately contact you with the lead time.
For orders over $700 and more on the Special orders/Made to orders, we will offer Free international shipping via DHL Express, and will be shipped directly from the factory for faster processing time.
US Sales Tax - Local sales tax rates will be charged on orders shipping to New York
Orders shipping to Canada require additional import sales taxes and customs duties arising in the country of destination, which will be billed separately. Different customs duty rates apply depending on the product ordered. As the recipient you are liable for all import duties, customs and local sales taxes levied by the country you are shipping to. In some cases, the payment of these may be necessary to release your order from customs on arrival.
It is the responsibility of the customer to ensure the accuracy of the shipping address during the time of purchase. In the event a customer enters and confirms an order with the wrong shipping address and fails to notify PROUNA / Twig New York Customer Care before the order is packed and shipped, the customer will be held responsible for any shipping costs related to returning the incorrect shipped order and/or shipping costs related to shipping a new order (if required) to the correct address.
We use reliable delivery services that offer sophisticated tracking systems to monitor the status and confirm the delivery of all shipments. Once an order leaves our warehouse, the responsibility for delivering the order lies with the delivery service. Accordingly, in the event a customer claims an order was not received, the tracking information, along with any delivery confirmation, in the delivery service's tracking system will serve as the proof of delivery.
If a package is lost or missing in transit, please contact us so we can file a claim with the shipping company. Once concluded and if the package is not found, we will replace your order. If your order was stolen or missing after confirmed delivery, we ask that you check with neighbors and wait a full week, as often packages will turn up. We also ask that you file a police report and share that with us. Once this process is concluded, we can replace the order. No refunds will be given.
