Support Center

How do I exchange a product for something different?

Last Updated: Sep 26, 2017 02:43PM 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.

If you ordered the incorrect item directly from Twelve South and the replacement order is shipping to an address in the US:
1.  You may ship the incorrect item back to us at your expense and, once received, we'll ship out the correct product via either FedEx Ground or FedEx SmartPost.  The price difference, if any, will be charged or refunded at the time the replacement is shipped. This option will take more time, but there will be no additional charges to your credit card.
2.  You may place a new order for the correct product, selecting any shipping option offered at checkout, and return the incorrect item for a refund.  With this option, you will receive your replacement more quickly.  Please note that shipping fees from the original order, if any, will not be refunded.

If you ordered the incorrect item directly from Twelve South and the replacement order is shipping to an address outside the US:
1.  You may ship the incorrect item back to us at your expense and, once received, we'll ship out the correct product via the shipping method you selected when you placed the original order.  The price difference, if any, will be charged or refunded at the time the replacement is shipped.
- PLEASE NOTE: The cost of shipping the replacement order will be charged to your credit card prior to shipping, and all import fees for the replacement item will be your responsibility, paid to the carrier (FedEx or DHL) either before or at the time of delivery.  To initiate a refund for any import fees you may have paid on the item being returned, please contact the carrier (DHL or FedEx) in your country.

2.  You may place a new order for the correct product, selecting any shipping option offered at checkout, and return the incorrect item for a refund.  With this option, you will receive your replacement more quickly.  PLEASE NOTE:  Shipping fees from the original order will not be refunded.  To initiate a refund for any import fees you may have paid on the item being returned, please contact the carrier (DHL or FedEx) in your country.

Contact Us

  • How can we help?

    For product specific questions
    Product Support FAQ.
    For questions about everything else
    General Support FAQ.

    Contact Live Support

    Monday - Friday
    10am - 6pm EST

    Send general questions or inquiries to
    info@twelvesouth.com.

    Send questions about orders or products to
    support@twelvesouth.com.

    or call us toll-free at 1-800-858-1276

    Unavailable on the following holidays:
    New Year's Day (January 1st)
    Memorial Day
    Independence Day (July 4th)
    Labor Day
    Thanksgiving Day
    Friday After Thanksgiving
    Christmas Eve (December 24th)
    Christmas Day (December 25th)
    New Year's Eve (December 31st)

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