We will be constantly adding to this list of Frequently Asked Questions, so check back often!

If we receive the same (or similar) question a couple of times from different customers, we will add it here so everyone can benefit from great inquiries. 

If you don't find the answer to one of your questions here, please contact us.




How do I place my order?

How can I check my order status?

How can I pay for my order?

How quickly will my order be processed?

How do I know shopping is secure?

What will my personal information be used for?

I want to order over the phone. What number should I call?

A product I want is sold out. What is your backorder Policy?

Can I change or cancel my order?



My shipment arrived later than expected. Whom should I contact?

My shipment is lost. What should I do?

My shipment is damaged. Whom should I contact?

My shipment was missing an item(s). Whom should I contact?

Do you ship internationally?


Product Returns

I am generally unsatisfied with my unused merchandise. What should I do?

How do I return or exchange a product?

I have lost my packing slip. Can I still return my purchase?

Can I return a gift?

I am generally unsatisfied with my used merchandise. What should I do?

What do I do if I have a defective product?


My Account

I'd like to start receiving Acorns and Twigs' special offers. How do I sign up?

How do I unsubscribe from promotional emails?

I forgot my username/password. How do I retrieve it?

How do you use my personal information?

My Email / Mailing Address has changed. Where can I update my account?



I clicked on a link to a page, but get a Page Not Found message. What is wrong?

I'm having trouble placing an order. I follow the prompts, but the site seems to be down. Whom should I contact?

I could not complete the checkout process. What should I do?


General Inquiries

I am looking for a gift. What do you recommend?

Do you offer gift services?

How often are new products added to the store?

I have a comment or an idea for the website. Whom should I contact?

Where is Acorns and Twigs located?

I'm not finding the product I need. Where can I submit a product suggestion?