TW Steel FAQ's
View our faq's to find an answer to your enquiry.
Welcome to our 'Frequently Asked Questions' page. Please find listed below a selection of the most frequently asked questions from our customers in regards to shopping on our website.
Do you have a question that is not listed here? If so then please contact us and we will be happy to answer any questions that you may have.
Q: I am a new customer and I'm not sure how to place an order. Can you help me?
A: We endeavor to try to make shopping with us online as easy and as pleasurable as possible. Customers are very important to us, so therefore making our website easy to use is paramount. Here is a step-by-step guide to placing an order with us...
1. Browsing
On the home page, choose from the Products drop down list which family of watches you would like to see more thoroughly.
2. Finding out more about a product
Once you have found the item you would like to have a closer look at, click on the picture. This will bring up a larger picture and more details are listed about the item.
3. Your Cart
Once you are happy and would like to buy the item, you can 'add to cart'. From here you can change the quantity or even continue shopping for further items. You can proceed to checkout when you are ready to purchase the item in question.
4. The Checkout
At the checkout stage, we take your details from you so that we can process and dispatch your order. We will require your name, contact details and your address for billing and shipping purposes. We can deliver your product to any US address that you like. Once you are happy with everything, you can 'proceed to payment'.
5. Submit your order
You are now ready to enter your payment details. Fill in the form on screen and once submitted sit back, and relax, your order will be processed and dispatched to you as quickly as possible.
You should now be an expert in ordering from twsteel.us.com and we look forward to seeing you again.
Q: Do you ship internationally?
A: Unfortunately we only ship items to customers within the United States.
Q: How do I pay for my purchases?
A: We accept MasterCard, Visa, Discover Card & American Express. If you are not sure about your card or how to make a purchase, please contact us at (415) 732-7979 and one of our dedicated team of advisors will be glad to assist you.
Q: How long will it take before I receive my parcel?
A: Depending on the type of delivery chosen. Default free delivery is FEDEX HOME DELIVERY and can only be delivered to a residence within 1-5 days. Otherwise we offer other quicker options for a nominal charge.
Q: Can I return a product, exchange a product or get a refund?
A: Items can be returned direct to twsteel.us.com within 10 days, please call us at (415) 732-7979 or Email sales@twsteel.us.com. When returning items to twsteel.us.com, the item(s) must be in its original packaging, including warranty, unused and accompanied by the original or copy of the invoice. Please contact us first to arrange a return. For further information, please visit our Returns Policy page.
Q: Is your website secure?
A: This site takes precautions to help maintain the privacy and security of your information. For example, you can choose to enter a valid email address and password before any personal information can be displayed. This site encrypts the information transmitted between our server and your browser. Also, if there is no activity on a page for an extended period of time, our site automatically logs you off. When that happens, you need to log on again using your Email address and Password. To help us provide the best possible service, we may collect and maintain certain information regarding, for example, the products you purchase and your billing and delivery information. We protect and enforce the confidentiality of this information very strictly, and under no circumstances will we sell or rent it to other businesses or third parties. We respect your privacy and do all we can to honor the trust you place in us. For further information please visit our Security Policy page.
Q: Can I have my order sent to a different delivery address?
A: Items can be shipped to any location, providing it is within the United States or it's territories and it does not have to be your home address either. This is a popular choice for ordering gifts for someone else.
Q: Can I contact you?
A: Certainly. You can contact us by:
Telephone: (415) 732-7979, Monday to Friday between 9am and 5pm Pacific Time, and one of our dedicated team of advisors will be happy to take your call and help you in any way that they can.
Via email at sales@twsteel.us.com and we will respond to your message as soon as possible.
If you would like to contact us outside of office hours, please send us an email.
For further information in regard to contacting us, please visit our Contact Us page.
Q: Are receipts sent with purchases?
A: With every product that is shipped by twsteel.us.com, an invoice will be issued and sent with the watch. The invoice will be sent to the billing address.
Q: My order was declined - what does this mean?
A: The majority of the time, declined orders are simply down to your address not matching the details matching your credit card. Please ensure when entering your billing address it matches that of your credit card statement.
Q: Fraud checking at www.twsteel.us.com
A: To help fight online fraud www.twsteel.us.com is pro-active in recognizing fraudulent transactions, our checks are essential and completed for each and every transaction to protect the security of both our customers and our business.
From time to time we may contact you by phone or e-mail to request additional proof of identity before we dispatch your order.
Q: Stock Inquiry?
A: Only items in stock will be available to purchase. If an item is out of stock the "add to cart" button will not show. To confirm when an item will be available in stock, please call us at (415) 732-7979.