Terms and Conditions

Payment Schedule and Confirmation:

Please confirm all orders via email! Once we’ve confirmed your order, our team will send an invoice your way for payment. We’ll move your gifts into production as soon as payment is received! Any remaining balances (e.g. split invoices or shipping charges) that may occur will be billed separately.

We can’t wait to bring your gifts to life!

Shipping:

Our team handles all logistics when it comes to shipping!

While we have great relationships with our shipping couriers, once gifts leave the care of our studio, they are in the hands of the shipping gods! We do not offer refunds because a package was not claimed by a recipient, was lost during shipping, or was otherwise unable to be delivered.

Please note that having accurate addresses and complete information is important to avoid return fees and delivery delays! Our team can send you a CSV Excel file to help you collect all addresses needed. In the chance that gifts make their way back to our studio, we can absolutely coordinate the reshipment for an additional fee. We will contact you up to 60 days from your original send with any returns!

International Shipping:

We’ve seen significant restrictions with international shipments and when possible, we recommend that you coordinate a gift in the designated country to send to international recipients. We’d be happy to connect you with our international vendors!

If choosing to ship a gift internationally, please be aware that packages can be opened, seized and/or returned without providing an explanation. While we do our best to monitor and provide all needed documentation, we do not provide refunds for international gifts that do not make it to their final destination.

We highly recommend avoiding consumable items in international shipments as customs policies and rules can change without notice.

International shipping costs can be quite elevated as they incur both a shipping fee and customs fee (typically around $100 or more!).

Substitutions:

While rare, it is possible that a product or packaging selection becomes unavailable or is discontinued after the final product selection has been made. In these instances, we’ll work with you to find a substitute for the product or packaging selection as close to the original selection as possible!

Customizable Items:

We will approve all customizable items (branded products and packaging) to be printed exactly as approved via proof by you and your team. While we will make every effort to ensure accuracy in printing, there may be slight variations in print sizing / placement / color.

Shelf Life:

Many of our gifts and designs include delicious treats and snacks which have expiration dates. We will let you know if any products chosen have a limited shelf life that go beyond your gift send timeline so that we can choose an alternative product.

We are not responsible for products that expire after 30 days of their contracted ship date that were already packaged in gifts. If products expire, we’d be happy to coordinate swapping them out for fresh items for an additional repackaging and product fee.

Unclaimed Box / End of Send:

If any leftover gifts remain in our warehouse after your send, we will coordinate a shipment to be sent your way or to the address of your choice! Please note that if an address is not provided within 30 days, we will recycle your gifts on your behalf.

If you’d like to continue to use your gifts but don’t have anywhere to store them, we can hold your gifts for a monthly storage fee! Please reach out for a storage quote.

Damages:

Our team takes extensive precautions and care in packaging gifts to ensure all items arrive in pristine condition. Even with our expertise, items can become damaged during transit. If this occurs, please let us know within one week of the gift being delivered so we can file a claim with our shipper!

Liability:

We don’t make any claims about the safety, reliability, durability, and performance of any products we source. We can only offer our honest opinions and insights as to what our team and clients prefer!

Force Majeure:

Crazy things happen…we know! In the event of a force majeure event (including but not limited to floods, hurricanes, fires, war, riots, or labor disturbances), our team will work to communicate next steps and solutions as quickly as possible!!

Returns Policy:

All gift orders are final sale and non-refundable.

Marketing and Privacy:

Your completed project may be documented by our photography team because we love it so much! Pictures of the interior and branding (if applicable) may be used for marketing purposes. If you would like your project or brand not to be shared, please let us know before your gifts ship! We are happy to sign an NDA if needed.

All designs created during the design process are the property of Teak and Twine and may not be duplicated for outside use, but you will have a continuing right to use them within your gifting projects.

If you do not require an NDA (or provide written notice to be excluded) we reserve the right to use excess pieces from your order as sample and marketing materials. We will never use your names, addresses, dates, and personal information (or client and recipient names) on displayed sample pieces! You may revoke all rights granted in the prior two sentences at any time with written notice.