FAQs

Orders & Shipping

When will my order ship?

In-stock items: please allow 3-7 business days for most US deliveries. Pre-order items take longer to manufacture — see "What's a pre-order?" below. You'll receive a tracking number by email the moment your order ships.

What's a pre-order?

Ordering a pre-order item guarantees your item. Manufacturing and prep times: apparel 25-45 days · crowns 45-65 days. You'll get a tracking number when your order is ready to ship. Pre-order terms are shown on the product page, in your cart, at checkout, and in your confirmation email.

My order has both in-stock and pre-order items. When does it ship?

Everything ships together once all items are in stock. Want your in-stock items sooner? Two options: place two separate orders, or reach us at our Customer Service Portal and we'll send you a shipping invoice to get your in-stock items out first.

How much is shipping?

$10 flat in the US. For most of the year, orders of $100 or more ship free within the 50 US states and Puerto Rico — applied automatically at checkout when the promotion is active. Shipping internationally or to a US territory outside the 50 states and Puerto Rico? Free shipping isn't available for those destinations just yet — standard rates apply. Only 1 discount or promotion can be used per order.

International rates start at $20 and can be higher depending on the destination country — we try to offer the most competitive rates. If we've undercharged for shipping to your country, we'll reach out and notify you of the current price before anything ships.

International orders

International orders are fulfilled in 3-5 business days, and delivery can take an additional 7-21 days depending on the destination. Rates start at $20 and vary by country — if we've undercharged for your destination, we'll reach out with the current price before shipping. Please provide your address in English characters only: Postal Code, Prefecture/State, City, Address, Apartment/Suite.

Shop App says my order was delivered but I have nothing.

Shop App automatically marks orders as delivered 30 days after purchase — even if your item hasn't shipped yet. It's a quirk of their tracking system, not your real order status. The accurate updates always come directly from us by email. Haven't seen them? Check your spam or junk folder.

Tracking says delivered but I don't have my package.

Check the delivery photo and location in your tracking link first. If it's truly missing, open a claim with the carrier right away — claims filed promptly have much better outcomes. (UPS claims)

I never got an order confirmation email.

Check your spam/junk folder, and make sure you're checking the inbox that matches the same email you used at checkout (Shop Pay and Apple Pay sometimes use an older saved email). We can only discuss an order from the email address on the order. If the email on your order is wrong or has a typo, visit our Customer Service Portal and we'll get it fixed.

Returns & Refunds

What's your return policy?

All sales are final.

I received a defective item, the wrong item, or the wrong quantity.

The size doesn't fit. Can I exchange?

All sales are final. If you'd like to discuss your situation, reach us at our Customer Service Portal and a team member will take a look.

Account & Address

I need to change my shipping address.

Reach us at our Customer Service Portal using the email you ordered with. If your order hasn't shipped, we'll get it sorted.

Drops & Restocks

When are you restocking?

We don't announce restocks in advance. Follow @twntytwo_xx on Instagram and turn on notifications — you can also subscribe to our text messages and emails so you never miss a drop!

Store

Do you have a physical store?

Yes — 57 Bruckner Blvd, The Bronx, NY 10454.

We are open Thursday - Saturday: Thursday & Friday 12pm-7pm · Saturday 2pm-9pm. Closed Sunday - Wednesday.

Please visit our online store, open 24/7 at twnty-two.com.

I want to know if you have an item in stock.

Our inventory is updated and reflected on our website. We don't have access to see the in-store inventory — please stop by the store to see what's in stock. To stay up to date on future releases, follow us on Instagram @twntytwo_xx and turn on notifications — you can also subscribe to our text messages and emails so you never miss a drop! And if you're having any issues navigating our site, let us know — happy to help!

Contact

How do I contact support?

Message us anytime at our Customer Service Portal.