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FAQs

Below you will find answers to some of our most asked questions.

How do I receive a free calendar?

All orders of $50 or more qualify for a free calendar. Simply add the calendar to your cart of $50 or more, and the cost of the calendar will be automatically deducted at checkout. Please note that this offer is only valid for one calendar per transaction while supplies last and that the total amount spent prior to tax, shipping and the addition of the calendar to your cart must equal $50. No code required. This complimentary calendar is not valid for returns or exchanges.

 

Can we cancel or change your order?
We usually only have around 15 minutes to cancel an order once it has been placed. Please keep in mind our opening hours as we will not be able to process any cancellation requests outside of these times. We would always recommend giving us a call when you need to cancel your order as we may not be able to answer your email straight away.

 

If your order has already been dispatched, you will need to return all the items in the order.

 

How do I initiate a return?
The TWA Shop gladly accepts returns on eligible items within 30 days of the purchase date. Please see our returns page for complete information.

 

Does The TWA Shop ship internationally? What about to P.O. Boxes?
At this time, The TWA Shop does not offer international shipping, nor do we ship to P.O. Boxes. Check back soon as our shipping options expand.

 

How do I check the status of my order?
Please refer to your order confirmation or the tracking information included in your shipping email to check the status of your order. If you still have questions, please send an email to shop@twahotel.com and include your order confirmation number..

 

How will my item be shipped and how much will that cost?
All orders of $50 or more qualify for free standard shipping. For orders under $50 and those that need to be expedited, shipping costs vary.

It depends on your location and the shipping method you select. For same-day processing, all orders must be placed before 12 PM EST

All shipping options are listed at checkout. Below is a general guide to our shipping methods and delivery times:

FedEx Smart Post (free for orders of $50 or more**; $6 for orders of $49.99 or less): 5-10 days

FedEx Ground/Home*** ($8): 3-10 days

FedEx 2nd Day Air ($15): 2-5 days

FedEx Standard Overnight ($25): 1-4 days

**USPS Priority ($25): 4-10 days (Only shipping to Alaska, Hawaii, APO, FPO or DPO addresses)

*All orders placed after noon EST will be processed on the following business day.

 **Free shipping is not available for Alaska, Hawaii, APO, FPO or DPO addresses.

***FedEx Ground

Please consult the map below to find the FedEx shipping zone for your location and calculate the days it will take for your TWA Hotel package, which ships from the New Jersey zip code 08902, to reach you. 

FedEx Ground Shipping Map from New Jersey

How long will it take to ship?
Please allow up to 3 business days for your order to ship. All orders placed after noon EST will be processed the following business day, no matter which shipping method is selected. If your order is in stock, you can expect it to arrive approximately 5-10 days after your date of purchase, unless expedited delivery is selected as part of your order.  

 

The product I want is out of stock, what happens now?
From time to time, items may sell out. You can purchase the product now and it will ship when it becomes available (your payment will not be deducted until the item comes into stock). Please note: Your order will not ship until ALL of your items are available. Or you can simply check back — our stock is continually updated. 

 

Who can I contact if my order does not arrive or is missing items?
Please send an email to shop@twahotel.com with your order number. We will investigate your inquiry.