Shipping policy
📦 Shipping & Delivery Policy
Thank you for supporting our shop! We custom 3D-print our visual support and accessibility tools to order. Because our items are made specifically for your family or classroom, please review our creation and delivery timelines below.
⏳ 1. Order Processing & 3D Printing Times (Handling)
Because we operate a custom, on-demand 3D printing studio, orders are not shipped instantly.
- Standard Orders (Communication & Transition Tags): Please allow 2 to 4 business days for your tags to be printed, quality checked, and assembled before they are dispatched.
- Custom Orders / Bulk School Orders: For bespoke symbol requests or large classroom bundles, processing can take 3 to 5 business days.
- Please note: Business days are Monday to Friday. Orders placed over the weekend or on UK Bank Holidays will begin processing the following working day.
🚚 2. UK Shipping Methods & Delivery Estimates
Once your order has been custom printed and packed, it is handed over to the courier. We offer the following shipping options at checkout, utilizing standard UK postal aims:
| Shipping Method | Estimated Delivery Time | Tracking Availability |
|---|---|---|
| Royal Mail Tracked 48 | 2 to 3 working days | Full end-to-end tracking |
| Royal Mail Tracked 24 | 1 to 2 working days | Full end-to-end tracking |
| Standard 2nd Class | 2 to 3 working days | Delivery confirmation only |
Important: Delivery timescales apply after our 3D printing handling window is complete. Total turnaround time from clicking 'buy' to your doorstep is typically 4 to 7 working days.
🔎 3. Tracking Your Order
If you select a tracked shipping method at checkout, you will automatically receive a dispatch email containing a tracking link as soon as your label is printed. You can follow your package's journey directly via the Royal Mail Tracking Portal.
⚠️ 4. Delayed, Lost, or Damaged Packages
We want your visual aids to arrive safely.
- Transit Delays: While carriers aim to meet their delivery windows, seasonal rushes or disruptions can cause occasional delays. Please wait a full 7 working days after dispatch before contacting us regarding a missing delivery.
- Damaged Items: 3D prints are sturdy, but accidents happen in transit. If your items arrive broken or warped, please email us within 48 hours at TwinSENity@outlook.com with a photo of the damaged product and packaging. We will quickly print and dispatch a replacement to you free of charge.