Returns:

Koala Products Return Policy
Products Will be considered for return authorization with 10 days of order date. Returned products will be inspected and must not be used, must be returned in original cartons with warranty cards and pamplets. All returns require an authorization and will incurr a 25% restocking charge as well as round trip shipping charges. Sorry no returns on special order items. Please do NOT return merchandise without authorization, your merchandise will be lost and credit cannot be issued. In addition, your unauthorized return order may be refused by the warehouse and returned to you.  If you refuse and order, there will be a 100% restocking charge. If you would like to cancel an order, please call us immediately for a cancellation ID  Once an order process has begun, cancellation will be regarded as a return and all return policies will apply.  Please do not E-mail cancellation requests a cancellation transaction ID is required.

Shipping Information:

The shopping cart can only estimate shipping charges.
It may be necessary for us to contact you for additional charges.

**Certain orders due to size, weight,  combined weight cannot ship via UPS or will require additional charges due to size or weight. We will contact you with a quote if your order exceeds the guidelines for standard ground shipping. The shopping cart will calculate standard UPS Shipping and will not always calculate multiple cases- there may be additional charges required if your exceeds the standard shipping guidelines including oversized packages or orders where there are more than 3 cases & orders that require shipment via Common Carrier. Shopping cart calculated shipping costs are based on shipments made from a warehouse within your area.  In the event that a product is not available in the nearest warehouse to your shipping location, additional charges may be required.

There is a $20 Small order Fee added to orders less than $300 which will be deducted during the final stages of checkout if you order meets the criteria. There is a $5 non-refundable Handling Fee added to all orders.

GENERAL TERMS AND CONDITIONS
1. Limited Warranty: All products are warranted to be free from defects in material and workmanship for a period of one (1) year from date of shipment.
Warranty is limited to the repair or exchange, at our option, of the product that is defective.
2. Freight terms, damages and shortages: Unless otherwise specified, all shipments are FOB shipping point. Accordingly, Twin Supply's responsibility for the shipment ends when the products are accepted by the freight carrier. It is the responsibility of the customer to inspect all products upon acceptance of the shipment. Claims for noticeable or hidden damage and shortages must be filed by the customer directly with the carrier.
3. Special orders: Twin Supply reserves the right to over-or-under ship up to 5% on orders for product that is outside of our standard product line. Orders for merchandise that is specially - made are not cancelable after being accepted by Twin Supply, and are not able to be returned.
4. Fiberglass products: All fiberglass products are made to order, and are therefore considered special orders. Accordingly, orders for fiberglass products are not cancelable after being accepted by Twin Supply, and are not able to be returned.
5. Prices are subject to change without notice. Twin Supply is not responsible for typographical errors. Please note that colors and images are for display purposes only and may vary from image that is posted. Please call us at 718 442 1010 if you are unsure.
6. Broken cartons: Product must be ordered in full carton quantities. Twin Supply will not break cartons.
7. Return Merchandise Policy: A Return Authorization Number is required for all returned merchandise. Merchandise will not be accepted without prior consent. Customer has 10 days from date of invoice to return the product and it must be returned prepaid. A 25% restocking charge is applied for all product returned in resalable condition. Credit will not be given for merchandise received damaged. Merchandise that is made to order is not subject for return. 8. A non-refundable $20 Small order Charge will be added to orders of $300.00 or less
9. Stadium Series Art Charges: A one-time charge of $300 for artwork and logo creation will be applied to invoice. Revisions to the original artwork can incur additional charges. The art charge will be waived on an order of 20 units or more. Art approval is required prior to laser cut manufacturing.
10. Stadium Series Special Colors: Non-standard colors or colors that need to be matched will be subject to a $200 special paint charge. This charge will be waived on orders of 20 units or more. Paint approval is required prior to manufacturing of merchandise.
11. Additional Freight Charges: There will be additional charges for the following circumstances: Notify Before Delivery Charge, Lift Gate Needed, Residential Delivery and Reconsignment of Shipment. Charges will be depending on carrier used.

Order Payments:

We accept Visa MasterCard and American Express.  We do not accept Checks. If you selected to pay by Money order.  Please send Money Order to:

Twin Supply Inc., 1201 Castleton Ave., Staten Island, N.Y. 10310.