HELP CENTRE

QUESTIONS ABOUT EXISTING ORDERS

What does my tracking status mean?

Your order will go through several tracking stages before it get to you.

Sender notified of despatch

Item Received (for international orders this will be the stage that takes the longest)

Item arrived at sorting facility

Item ready for delivery

My order is marked as delivered but I don’t have it

If you believe your order has been misdelivered please first refer to your confirmation email to ensure your address was input correctly at checkout.

The tracking page wll often show the GPS co-ordinates on a map of where the parcel was delivered. If this looks like your building it’s possible it’s in a communal area or with a neighbour. We advise checking with them before reaching out for help as this will always be quicker and often solves the issue.

The Shop App often displays incorrect tracking data so please track your order using the tracking link sent via email at the time of shipping or on the order confirmation screen.

My order hasn’t arrived, where is it?

Before contacting us about exisiting orders please double check your order confirmation to ensure you have entered your address correctly. 90% of delayed orders are due to input error on the checkout screen.

If you are sure your address is correct and are still concerned about a delayed order please email us at orders@twistedbeastpoppers.com with your order number and we will investigate it for you.

Please bear in mind when emailing that delivery delays are not down to anything we have done, we want to get your order in your hands as soon as possible.

We do understand it can be frustrating when things don’t arrive on time but please be respectful when contacting us.

My order hasn’t arrived. I want a refund.

In the event that your order is lost we will of course offer to refund or reship your order to you.

Each courier has their own claim periods in which they don’t consider it to be lost until that time has passed.

We cannot refund orders that are in transit and not yet regarded as lost. There is no way to recall an order once it’s in transit so we can’t refund until we are certain it is not going to arrive.

My order arrived but it was late, can I get a refund on shipping?

Unfortunately we will not refund shipping because of delayed orders unless the delay was caused by us. The money paid in shipping is then paid directly to the courier, if you feel that the courier didn’t live up to their service guarantee you can let us know and we will contact them on your behalf.

My order arrived but it’s incorrect/damaged

Firstly, we’re sorry to hear that! Sometimes we get things wrong or bottles can get damaged in transit.

If you have received damaged or incorrect items the quickest way to get a resolution is to use our Self Service Refund & Reship Portal. Once we receive your request for a refund or reshipment we will review it and process it automatically for you so you do not need to spend time communicating via email.

REFUNDS & RESHIPMENTS

My order arrived but something was damaged

Firstly, we’re sorry to hear that! Sometimes we get things wrong or bottles can get damaged in transit.

If you have received damaged or incorrect items the quickest way to get a resolution is to use our Self Service Refund & Reship Portal. Once we receive your request for a refund or reshipment we will review it and process it automatically for you so you do not need to spend time communicating via email.

My order arrived but it was missing something

Firstly, we’re sorry to hear that! Sometimes we get things wrong or bottles can get damaged in transit.

If you have received damaged or incorrect items the quickest way to get a resolution is to use our Self Service Refund & Reship Portal. Once we receive your request for a refund or reshipment we will review it and process it automatically for you so you do not need to spend time communicating via email.

QUESTIONS BEFORE YOU ORDER

What is the strongest bottle?

We have a handy strength guide on all our product pages, collection pages and our home page. Our strength ratings go from Strong to Infernal. We would refer customers to this guide as it will answer almost all questions relating to strength. Remember, strength is subjective!

Is your packaging discreet?

Yes! We only ship discreetly in plain brown packaging with no mention of the contents on the outside of the box.

I can’t checkout

Some couriers have weight limits imposed and some regions have cart limits.

UK orders are limited to 2kg

USA orders are limited to ￡100

NZ/AU orders are limited to ￡75

QUESTIONS ABOUT SHIPPING

How long will it take for my order to ship?

Orders placed before 13:00 will be shipped the same day, for orders placed after 13:00 or when we have high volumes of orders we will ship them the next business day.

How long will my order take to get to me?

Speed of delivery is affected by the carrier themselves. You can see estimated delivery times on our shipping page here

Please be advised that while we will do everything we can to ensure a speedy delivery of your order we cannot be held accountable for delays incurred with the shipping provider.

Where do you ship?

We ship to the UK, Europe, The USA and Australia.

How will my order arrive?

Orders are shipped in plain brown mailing boxes internationally and in plain brown jiffy bags within the UK.

?Nothing will appear on the outside of the packaging that will show what is inside.

Can I return my poppers

Unfortunately due to the nature of the products we sell we cannot offer refunds or exchanges for any other reason than receiving a damaged bottle. You can read all about our Return Policy here.

QUESTIONS ABOUT DISCOUNTS

Do you offer any discounts?

Yes!

If you buy any 5 or more single bottles you’ll get 20% off them. That means when you buy 5 you only pay for 4.

This offer will not be applicable when we run general sales and discount products directly.

QUESTIONS ABOUT PAYMENT

What payment types do you accept?

P?ayments can be made securely via card payment. We do not store or have access to your payment information.

QUESTIONS ABOUT ABOUT OUR POPPERS

Are your bottles all the same with different labels?

NO! THEY’RE ALL DIFFERENT!

It is not merely an exercise in branding. Our different brands of Leather Cleaner are made with different base chemicals and different concentrations, not everyone wants it the same way after all.

What is the difference between formulas?

There’s a handful of different popper formulas and they all act differently. You can read a comprehensive guide on what are the different popper formulas over on our popper blog!

SAFETY: IMPORTANT

Please read the following carefully

Highly Flammable.

Toxic by inhalation.

Very toxic if swallowed

Keep locked up

Keep out of reach of children

Keep away from sources of ignition

No smoking near the products

After contact with skin, wash immediately with plenty of water

Wear suitable protective clothing and gloves

In case of accident or if you feel unwell, seek medical advice immediately (Show the label where possible)

In case of accident by inhalation: Remove casualty to fresh air and keep at rest.