Twisted Candle

Shipping
Shipping rates are for the continental US only. All orders are shipped UPS. If you would like to arrange for shipping outside the US, please contact us at shopkeeper@lostine.com. All requests for international shipping are subject to approval.

We make every effort to ship fulfillable orders within 5-7 business days. If your item is made to order, please refer to the item’s product page for current lead times. We do not ship on weekends or holidays. Please allow 10 days for your order to arrive. This may change during peak times. Lostine is not responsible for service transit times.

Expedited shipping rates requested after 2 pm EST will be processed the next business day.

Heavy, oversized, or high-quantity orders will be shipped freight/LTL. If you would like a freight shipping quote, please reach out to shopkeeper@lostine.com.

Signature Required
Customers may choose to mark their shipment as 'Signature Required' to ensure successful delivery. It is the customer's responsibility to track their order and be present at time of delivery. If the customer is not present to sign for the package, UPS may return the package to the sender or ship it to a UPS Access Point. Lostine is not responsible for the replacement of lost or stolen packages.

Shipping to a Warehouse or Storage Facility
Lostine requires that all shipments be inspected and approved within 2 business days of receipt of merchandise by the client or the warehouse facility and to alert Lostine of any shipping damages or discrepancies within that time frame. Lostine will not be held responsible for any damages or discrepancies after the 2-business day time period. Lostine is not responsible for any damages that occur while in the care of a warehouse or storage facility or additional transit thereafter.

International Shipping
International orders are subject to duties and taxes determined by the country to which they are shipped. These fees are the responsibility of the recipient to pay upon delivery. Orders refused at the point of delivery will incur return shipping charges, as well as a restocking fee equivalent to the duties and taxes levied upon the original shipment.

We are required by law to list directly on the package the full retail value of items ordered and contained therein. We cannot mark any package as a gift to avoid customs and duties fees. On rare occasions, customs agents may delay the delivery of, open, and/or examine the contents of packages at their discretion. For more information on customs fees and procedures, please contact your local customs office.

Sales tax
We collect 8% Philadelphia Sales tax on orders shipped in Pennsylvania.


Returns & Exchanges
Our return and exchange policy is valid for 30 days after you receive your order. If 30 days have passed since you received your order, unfortunately we can’t offer a refund or exchange.

To be eligible for a return or exchange: 

Your item must be unused and in the same condition that you received it. It must be in the original packaging and returned in resellable condition. When returning an item to our warehouse, please pack with care to prevent any damage during shipping. Any return or exchange that has been damaged in return transit, altered, or shows any sign of wear may not be eligible for a full refund and will be charged a Restocking Fee. 

You may submit a return or exchange request here. Please allow 1-2 business days for your request to be processed. If your request is approved, a return label will be provided. Items must be postmarked within 5 business days after approval to be eligible for a refund.

Once your return is received and inspected at our warehouse, we will notify you of the approval or rejection of your refund. If approved, a refund will be processed and applied to your credit card or original method of payment within 3-5 business days. The cost of return shipping will be deducted from the final refund. Original shipping costs are non-refundable. Exchange items will be released as soon as your return is received and approved at our warehouse.

Damages in transit 

In the unfortunate event that your item is damaged in transit, please alert Lostine within 2 business days of receipt and submit a return request here, so we may promptly replace your item. Please provide photos of your damaged item and its packaging. Please allow 1-2 business days for your request to be processed. 

Items not eligible for return:
Items marked as ‘final sale’ may not be returned. This includes: customized items, furniture, ladders, brooms, fine art, vintage and one of a kind items, gift cards, some personal care items, and some sale items.

No refunds, exchanges or credits will be issued for these items. Please email us at shopkeeper@lostine.com if you are interested in purchasing a vintage item and have questions about the item. All vintage items are represented as clearly as possible.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, please first check your bank account for a posted or pending credit. Then contact your credit card company or bank, as it may take some time before your refund is officially posted. If you have completed these steps, but have still not received your refund, please contact us at shopkeeper@lostine.com.

Gifts
If you are a gift recipient and would like to return an item, you may submit a return request here. Please select “Returning a gift?”. You will receive store credit for the value of your returned item. Once the returned item is received, your store credit will be emailed to you in the form of a gift certificate.

Thank you for shopping with Lostine!

Formal Certificate of Express Limited Warranty 

This is a legal agreement (“Agreement”) between Lostine and the primary user identified below, whether you are an individual, a legal entity or the company or corporation you are employed by or work for. 

Details of Limited 1-Year Warranty  

1. Lostine offers a limited warranty of one (1) year.
2.  All Products are deemed in good condition and error free when purchased unless, within two (2) calendar days of Product delivery or pick up to the shipping address on record, the Client reports a material Defect or Order Error via email to the Client’s assigned Lostine Salesperson or Lostine Sales Team (shopkeeper@lostine.com). 
3. Client or its agent should inspect all deliveries immediately upon delivery or pick up and should make note of any damage to boxes when signing for Product Deliveries. No replacements or refunds will be given for Products moved or re-shipped after delivery to the shipping address on record. Defective Products and Products delivered in error may be returned to Lostine only after only after a Return Request has been approved. 
4. The Lostine Customer Service Team will arrange for pickup of affected Products.. If Lostine determines that such Returned Product(s) was delivered in error, Lostine will correct such error and re-deliver the product ordered to the Client. “Defects” are defined as imperfection in material or workmanship that will impair the use of the products.
5. If after inspection any such Returned Product is determined by Lostine to qualify for this repair or replacement policy, Lostine will, at Lostine’s option, repair or replace the Product free of charge and will re-ship, re-deliver, or make the products available for pick up in the same manner as the original order. 
6. This repair or replacement policy is limited to Client (and not any third-party user or purchaser) and is conditioned on Client providing a valid proof of purchase. This repair or replacement policy does not cover:   

(i) Defects caused by improper product storage, handling, assembly, installation, maintenance or use.  

(ii) Defects occurring to the Products after purchase due to Product modification, intentional damage, accident, misuse, abuse or negligence.  

(iii) Any condition resulting from incorrect or inadequate maintenance, cleaning or care, rental, contract trade or commercial use. 

(iv) Normal Product wear and tear due to age and/or use.  

(v) Labor or assembly costs.

(vi) Variations of color or texture in Products made of natural materials (e.g., wood, leather etc). 

(vii) Any condition resulting from / other than ordinary residential wear or from any use for which the product was not designed.

(viii) Dissatisfaction due to buyer’s remorse. 

PLEASE REVIEW CAREFULLY 

The above repair or replacement policy is the Client’s sole and exclusive remedy and sets forth Lostine’s sole obligation to Client regarding the Products. Lostine disclaims any and all assurances (whether express, implied, statutory or otherwise) relating to the products provided by Lostine, including, but not limited to, any implied assurances of merchantability, fitness for a particular use or purpose (even if the particular use or purpose is disclosed to Lostine in advance), or noninfringement and any assurances that may arise from course of dealing, course of performance or usage in trade. 

USE OF PRODUCTS WAIVED FOR COMMERCIAL USE 

 Lostine can supply Products for Client’s Commercial Use (e.g., use in hotels, restaurants, bars, commercial ancillary spaces, public indoor and outdoor amenity spaces) provided that the Client disclose to Lostine in sufficient detail, Client’s intended, anticipated and foreseeable use of the Products (“Intended Use”). 

If Lostine determines, in its sole discretion, that the Products desired by Client are not suitable for the Intended Use and Client nevertheless purchases the desired Products, Client acknowledges that any warranty is null and void. In this case, this Commercial Use Waiver confirms that Lostine has advised Client that it does not recommend use of the Products in a commercial setting.  

The Client acknowledges and agrees that Lostine cannot represent and does not represent that the Products are suitable for Commercial Use without written documentation. 

Client accepts and assumes the risk of all property damage, personal injury or death resulting from the Commercial Use or misuse of the Products by itself and any third parties, including, but not limited to: losses, liabilities, demands, penalties, judgments, damages, costs and expenses resulting from all claims, demands, actions, and other proceedings brought by or on behalf of itself or any third party. In no event shall Lostine be liable for any incidental, consequential, special, punitive and/or indirect damages, or for any loss of business, sales or profits, arising from or related to the Products or these terms, whether in contract, tort, negligence or any other legal or equitable theory, even if advised of the possibility of such damages or loss. Lostine’s liability to Client for any reason shall not exceed the purchase price of the Products giving rise to the foregoing liability. 

We are here to assist with any questions you may have regarding your order, our products, or shipping. Please email or call us Monday through Friday 8:30 am - 4:00 pm EST. We look forward to hearing from you.

Thank you!

215-825-7270

shopkeeper@lostine.com