Frequently Asked Questions

Email us as soon as possible with your order number. We will do our best to update the shipping address, size, color, or cancellation request before the order is packed.

Once an order has been fulfilled or handed to the carrier, we are not able to cancel it, but we can help with a return or exchange after delivery if the item is eligible.

Only one discount code or automatic promotion can usually be applied per order unless a promotion specifically says otherwise. If a code is not working, check the dates, product exclusions, and spelling before checkout.

After checkout, you will receive an order confirmation email. When the order ships, a second email with tracking will be sent to the same email address used at checkout.

If you created an account, you can also sign in to view recent orders and saved addresses.

Most in-stock orders are packed during business days. Processing times may be longer during launches, holidays, sales, or weather delays.

If an item is marked pre-order, made-to-order, or coming soon, the product page will show the expected timing when available.

Tracking information is sent automatically once your order is fulfilled. It can take 24 to 48 hours for the carrier to scan the package and show movement.

If your tracking has not updated after a few business days, contact us with your order number so we can take a look.

Shipping rates are calculated at checkout based on the destination, shipping method, and order contents. Any available free shipping threshold or promotion will be shown before payment.

Available shipping destinations are shown at checkout. International orders may be subject to duties, taxes, customs fees, or carrier brokerage fees collected by the destination country.

These fees are not controlled by TWOLL and may not be included in the checkout total unless clearly stated.

We want every pup to feel comfortable in their TWOLL pieces. If your item is unused, unwashed, and in original condition, you can contact us to start a return or exchange request.

Please include your order number, the item name, the reason for the return, and whether you prefer a refund, store credit, or a different size when available.

Yes, size exchanges are available when the requested size is in stock and the original item is eligible. Because pet apparel fit can vary by body shape, we recommend measuring your dog before ordering and comparing those measurements with the size guide.

If the replacement size is sold out, we can help with a return or store credit option instead.

Returned items should be clean, unworn, unwashed, odor-free, and free of pet hair, stains, or damage. Original tags, packaging, and accessories should be included when possible.

Items that show signs of wear, washing, alteration, heavy pet hair, or damage may not be eligible for a refund or exchange.

Return shipping responsibility depends on the reason for the return and the final store policy. If we shipped the wrong item or the item arrived damaged, contact us right away with photos so we can review and help make it right.

For size changes, preference changes, or buyer's remorse, the customer may be responsible for return shipping unless a promotion or policy states otherwise.

Final sale items, gift cards, personalized items, and items that have been worn or washed are generally not eligible for return or exchange.

If a product page or promotion marks an item as final sale, that item cannot be returned unless it arrives damaged or incorrect.

Measure your dog's chest, neck, and back length, then compare those measurements with the size guide on the product page. Chest measurement is usually the most important for sweaters, onesies, and jackets.

If your dog is between sizes, consider body shape and coat thickness. For broader chests, fluffy coats, or growing puppies, sizing up may be more comfortable.

Check the care label on the garment first. In general, wash pet apparel cold with similar colors and lay flat or tumble dry low when the care label allows.

Close zippers, snaps, or hook-and-loop tabs before washing to protect the garment and other laundry.

If your dog is between sizes, choose the size that gives enough room at the chest and shoulders. A snug fit can restrict movement, especially for dogs with deep chests or longer coats.

For raincoats and outerwear, leave a little extra space for layering over a sweater or harness when needed.