At Hidden House, we strive to ensure that your order is processed and shipped as quickly as possible. Below is an overview of our shipping guidelines and policies:

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Signature Requirements & Tracking

• Certain packages may require a signature upon receipt. Please ensure you track your shipment to stay updated on its delivery status.

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Order Processing Time

• We aim to ship orders within 48 hours of order placement (excluding weekends, holidays, and holiday observance days).
• During high-volume periods (such as promotions or holiday seasons), it may take an additional 48 hours to process your order.

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Shipping Times

• Standard Shipping within the continental U.S.: up to 7 business days.
• Standard Shipping for non-continental U.S. orders (Alaska, Hawaii, and international destinations): up to 4 weeks.
• Expedited Shipping (continental U.S. only): 2-4 business days.

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Order Delays

We make every effort to ship your order promptly. However, the following factors may delay your order:

• Inventory discrepancies or issues with product quality that don’t meet our standards.
• Incorrect or mismatched billing and shipping addresses.
• Security flags or verification issues with your payment method.
• Severe weather or emergency situations.

For orders containing 10 or more samples or custom sample packs, processing may take an additional 24-48 hours.

We will contact you promptly if there are any issues or delays with your order.

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Address Accuracy & Redirects

Please ensure your shipping address is correct at checkout. We cannot redirect or cancel orders once they have been dispatched.

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High-Value Orders & Fraud Prevention

• High-value orders may be subject to further verification or require additional processing time.
• We reserve the right to cancel or refund any transaction at our discretion, particularly in cases involving suspected fraudulent activity, import/export restrictions, or carrier limitations.

If your order is canceled, we will contact you promptly via info@twistedlily.com to assist with placing a successful order.

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Undelivered Orders

• If your order is marked as "delivered" but you have not received it, please contact our Customer Service Team immediately.
• If we determine your order was lost or undelivered, we will send a replacement. Please note that by accepting the replacement, you waive your right to a monetary refund for the original order. Any return of the replacement item will result in store credit only.
• High-value orders may need to be evaluated by our team or submitted through our insurance provider before reshipment.

• We do not recommend shipping high value orders to locations where the customer is not personally available to sign, including freight forwarders, hotels, or leasing office mailrooms. Any shipment sent to one of these addresses is at the customer’s risk. If the carrier marks the order as delivered, it will not qualify for a replacement or refund. Any concerns about missing items should be taken up with the staff at the delivery location.

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Shipping Costs & Methods

Within the USA

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Additional Notes

• Processing time: Please allow up to 72 hours for order processing before shipment. Expedited shipping methods apply to transit time only and do not include order processing time.
• Shipping fees are non-refundable.
• Orders over $150 cannot be shipped to PO Boxes, as a signature is required upon delivery.
• We do not recommend shipping high value orders to freight forwarders, hotels, or leasing office mailrooms. Any shipment sent to these locations is at the customer’s risk. If the carrier shows the order as delivered, it will not be eligible for a replacement or refund. Questions about missing items should be directed to the delivery location.

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We are committed to providing the best possible shopping experience, and we continually review and improve our processes to get your orders shipped and delivered as quickly as possible.

If you have any questions, please contact us at hello@findhiddenhouse.com