FAQ and Shop Policies

Yes! We are happy to combine shipping, Please include a note at checkout with previous order numbers and let us know. Alternatively, email us through our contact page as soon as possible with your order numbers.

If your orders have already shipped, unfortunately they cannot be combined, so please be prompt with requests for combined shipping. If your orders are able to be combined, we will refund any excess shipping charges, or happily add any items of equal value from our shop.
 

Please email us at contact@BotTwins.com as soon as possible with your order numbers and the correct shipping address. If the order has not shipped, we can change the address

We cannot change the address once the item has been shipped, and we are not responsible for missing orders due to incorrect or undeliverable addresses, We are unable to offer refunds for incorrect information.

If the incorrect order is returned to the sender we will be happy to offer to re-ship the order with an additional shipping cost, or offer refunds to cancel the order, minus any paid shipping fees. Due to increase in shipping costs we are unable to offer free re-shipping to orders with incorrect addresses, so any additional shipping costs must be paid by the buyer due to their incorrect information.
 

Yes! We are happy to include any gift messages in your order, please let us know through a note at checkout what you would like your message to say.

Please include any relevant information such as who is sending the message etc.

Please do not include any offensive language or symbols, We do check all messages and any we deem inappropriate we will not include, and may result in canceled orders or blacklisting.

We do not offer cancellations, returns or exchanges on any orders that have been shipped and processed. If there is a problem with your order we will assess each request on a case by case basis.

We are happy to cancel any orders before they have been sent. Any cancelation or refunded orders may incur transaction fees.Please contact us at our email contact@BotTwins.com as soon as possible with your order number so we can try to assist you. 

We try our best to keep all our current products in stock! But we do like to retire items eventually. If an item you would like is out of stock or missing from our shops feel free to pop us an email! We may have some put aside or hiding somewhere, or are happy to custom make any of our products we hand make! 

Missing Products: We try our best to assure all products ordered are included, but it is possible we may miss something! Every package is double checked by both of us, in the unlikely even that an item is missing please contact us to resolve the issue with your order details!

Damaged Products: If the item is damaged upon arrival due to the mailing carrier please contact us with photo evidence and we can arrange a solution to assist you! We are not responsible for damage made by the postal service, but we do try our best to prevent damage with card board and protective wrapping.

Items are replaceable/refundable only 1 week upon receiving the items. After the 1 week is up we are no longer held accountable to any damaged done to the items therefore no returns or exchanges are allowed, unless it is a faulty manufactured item.
 

We don’t offer commissions at the moment, this may change so keep an eye on our socials for updates regarding that! We are happy to discuss any custom orders, such as any of our current art on different products etc. Contact us with any enquiries and we will try our best to help! 

Domestic Australian Post: All domestic orders are sent via Australia Post letter mail, depending on size and weight we may upgrade your package to tracked standard package! If you wish to upgrade to tracking or express please contact us to arrange that, or upgrade in checkout.

International Post: All international orders will be sent via Australia Post or Sendle with tracking! Due to Covid restrictions all international orders must be sent via standard parcel and not letter, increasing the cost. We apologize for the higher cost, but all packages will be arriving much quicker and safer with the new tracked shipping!
 

Yes we ship to most international destinations! There are a number of locations with suspended services at the moment due to Covid restrictions, for a full list of countries and their availability please check the Australia Post website, We are unfortunately unable to deliver to any of the suspended locations! Please feel free to contact us if you are unsure whether your location is available.  

We will most likely be sending out orders once or twice a week. Once the order is shipped it should hopefully take 1-5 business days for domestic(Australian) orders and typically 1 - 3 weeks for orders outside Australia. While there are Covid restrictions we try to limit our time spent going to the post office, we send items out once at the start of the week!

Please understand that we don’t control how fast an item is shipped(That's up to the post office!)

♡ ♡ ♡ Due to COVID-19, international orders are experiencing delays that are beyond our control. Please allow a minimum of eight weeks from the ship date to have passed before requesting assistance on undelivered orders.♡ ♡ ♡ 

If your package does not arrive after 8 weeks of the ship date, please send an email through our contact us page or email at contact@BotTwins.com , with your order number and we will try our best to help you!