How do I exchange a wrong order?

Last Updated: Oct 23, 2015 02:02PM EDT
A product purchased directly from the Twelve South website may be exchanged for a different item within 30 days of purchase as long as it has never been used and is in new condition, contains all accessories and manuals, and is in its original packaging. Products purchased from another retailer must be exchanged through that retailer.
 
The replacement item will generally be shipped within 2 to 10 days of the original product being received by our warehouse.
 
The price difference, if any, will be charged or refunded to the credit card used to make the original purchase at the time the replacement is shipped.
 
The original product must be shipped back to our warehouse with a Return Authorization (RMA) number and the name of the customer on the outside of the box.  Please email us at support@twelvesouth.com to obtain the RMA number, return address and instructions.  When you email us, please provide the Twelve South order number, the name of the product being returned and the product needed, and your current shipping address.
 
Items must be shipped at the customer’s expense and must be shipped via a method that provides a tracking number.  If there is a problem with delivery, we will be unable to assist or ship a replacement unless the customer can provide a tracking number that shows the package was successfully delivered to our warehouse.

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  • How can we help?

    First, we suggest you view our extensive list of Support FAQs. Search General Support questions here. View Product Specific questions here.

    If that doesn’t answer your question or resolve your issue, drop us a note or give our support team a call.

    Contact Support

    Email general questions or inquiries to info@twelvesouth.com.
    Email questions about order or products to: support@twelvesouth.com.

    You can also call us directly at 1-800-858-1276 
(10am – 6pm EST, Monday – Friday, excluding the US Holidays listed below).

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