CONTACT US

If you have any questions or queries about any of our products or anything on our site then drop us an email. We attempt to respond to all emails within 24 hours of receiving them but often much sooner.

We would kindly ask that all customers contacting us are polite and respectful and read our FAQs before contacting us as they may answer your question!

What to expect
Tracking Status

QUESTIONS ABOUT EXISTING ORDERS

There may be a long gap between this status and the next status update. That doesn't mean we haven't shipped your order, it just means it's awaiting it's import scan in the US. As you can see in the image above the parcel moves from "Sender Preparing Item" straight to "Item received". Your order is always shipped the same day you receive your tracking when you receive your tracking Monday-Friday.

When we are exceptionally busy we may work over the weekend but the collection will happen on a Monday.

Your order will go through several tracking stages before it get to you.

Sender notified of despatch

Item Received (for international orders this will be the stage that takes the longest)

Item arrived at sorting facility

Item ready for delivery

If you believe your order has been misdelivered please first refer to your confirmation email to ensure your address was input correctly at checkout.

The tracking page wll often show the GPS co-ordinates on a map of where the parcel was delivered. If this looks like your building it's possible it's in a communal area or with a neighbour. We advise checking with them before reaching out for help as this will always be quicker and often solves the issue.

The Shop App often displays incorrect tracking data so please track your order using the tracking link sent via email at the time of shipping or on the order confirmation screen.

Before contacting us about exisiting orders please double check your order confirmation to ensure you have entered your address correctly. 90% of delayed orders are due to input error on the checkout screen.

If you are sure your address is correct and are still concerned about a delayed order please email us with your order number and we will investgate it for you.

Please bear in mind when emailing that delivery delays are not down to anything we have done, we want to get your order in your hands as soon as possible.

We do understand it can be frustrating when things don't arrive on time but please be respectful when contacting us.

In the event that your order is lost we will of course offer to refund or reship your order to you.

Each courier has their own claim periods in which they don't consider it to be lost until that time has passed.

We cannot refund orders that are in transit and not yet regarded as lost. There is no way to recall an order once it's in transit so we can't refund until we are certain it is not going to arrive.

Unfortunately we will not refund shipping because of delayed orders unless the delay was caused by us. The money paid in shipping is then paid directly to the courier, if you feel that the courier didn't live up to their service guarantee you can let us know and we will contact them on your behalf.

Firstly, we're sorry to hear that! Sometimes we get things wrong or bottles can get damaged in transit. Simply email us a photo of the incorrect or damaged products at orders@twistedbeastpoppers.com and we'll correct the problem.

QUESTIONS BEFORE YOU ORDER

We have a handy strength guide on all our product pages, collection pages and our home page. Our strength ratings go from Strong to Infernal. We would refer customers to this guide as it will answer almost all questions relating to strength.

Yes! We only ship discreetly in plain brown packaging with no mention of the contents on the outside of the box.

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