Customer Service

Ordering Information

Processing

When you place an order with a credit card, your statement will show the charge from "Twin Cities Leather & Latte".

We strive to fill all orders as quickly as possible. Processing times vary depending on the type of product you order. In-stock retail items are packed and shipped on the same or next business day. Please note that all custom made items (those marked "Made by TCL" throughout this website) require up to 3 weeks to process, depending on current order volume/backlog. If you have special shipping requirements or any other special request, you can contact us by e-mail at Orders@TwinCitiesLeather.com or call us at (612)756-9825 between 8:30am and 10pm CST. Please include your order number when contacting us so we can better assist you.

If you place an order for something which is inadvertently out of stock, we will contact you via e-mail or phone to offer the option of 1)Placing the item(s) on back-order, shipping them out to you as soon as available; 2)Receiving a drop-shipment from our vendor(drop-shipping available on select items only) at no additional charge; or 3)Providing you with a full refund and canceling the order.

Shipping

Twin Cities Leather & Latte is a proud supporter of the United States Postal Service. All packages will ship via USPS unless you request otherwise. We offer flat-rate shipping service dependent on the total price of your order. Our standard service option is USPS Priority Package, which is delivered in 1-3 business days from pickup. Our Express service option is USPS Priority Express Package, which is delivered overnight/1 business day after pickup. Delivery time-frames provided are estimates based on your physical distance from our shop in Minneapolis, MN and depend upon the performance of USPS.

Once we print the shipping label for your package, we will send the tracking number to the e-mail address provided when you ordered. In general, orders are shipped without signature confirmation or other hand-delivery requirements, and deliveries may be left outside the delivery address. All shipments are packed in plain, discreet brown cardboard boxes without any advertisements or logos on the outside of the box. The return address label will state "Twin Cities Leather & Latte".

Refunds, Returns, and Exchanges

Refunds

Due to the sensitive and personal nature of our products, we prefer to handle each refund request on a case-by-case basis. In general, however, we can only offer refunds when you return to us entirely sealed goods still in their original packaging, within 30 days of the date of shipment from our store. We will consider exceptions to this general rule depending on your specific circumstances. Please note that if a refund is granted, it will be issued to the credit card used to place the order with us; cash or check refunds will not be issued under any circumstances.

To request a refund, send an e-mail to Orders@TwinCitiesLeather.com, including your Order number, the item(s) for which you are requesting a refund, and the reason why. We will contact you within 2 business days via e-mail with instructions on where to mail the returned item. Once we've received and processed your return, your credit card will be refunded within 2 business days. In general, we cannot accept refund requests over the phone due to record-keeping requirements.

Exception: Sale Items

As noted throughout this site, any item that is marked "On Sale" and displays a reduced price is considered a Sale Item. These are typically items that we do not intend to stock or carry any longer, and therefore, there are no exchanges, returns, or refunds on Sale Items.

Exchanges/Store Credit

If it's been greater than 30 days since you've placed the order or the item's retail packaging has been opened, we are still willing to accept your return if you are unsatisfied with your purchase for up to six months after you receive your order. If the goods are damaged or defective, or you'd simply like a different style/size/color, we will be happy to send you a replacement item at no charge when you send the original item back to us. If an even product exchange isn't possible or not acceptable to you, we are happy to issue you a store credit which can be used to purchase other items online or in-store. Just follow the same procedure as refunds to have your return processed and we will send out the replacement item or issue you the credit as quickly as possible, generally within 2 business days of the date we receive your returned item(s).

Your Responsibility

Twin Cities Leather & Latte takes great pride in selling durable, quality, affordable products, and all items in our product catalog must meet rigorous quality standards in order to be listed. To this end, we must require your cooperation in sending us back the original item, especially if it is broken, damaged, or defective. We use these items to re-evaluate the product quality, and provide this feedback to our manufacturers and suppliers. By providing us the defective item, you help us determine whether or not we should drop the product or the vendor from our catalog.

We cannot deviate from this portion of the return policy. No returns, refunds, or exchanges will be processed until we have received the original goods you purchased to our store and we have processed them.

Our Commitment to You

Safety and Quality

Safety is a cornerstone of all things kinky. If we don't practice our craft safely, then we won't be around to practice it again and again. Many BDSM practices are inherently dangerous if not done correctly. We strive to provide you with the tools to engage this craft in as safe a manner as possible - we pledge that we do not and will never offer unsafe or harmful products in our catalog. We refuse to sell any item of poor quality that lacks the durability to withstand the activities of our craft, or items of poor design that do not accomplish its inteded purpose.

If you need tips, pointers, or instructions on how to use any of our items safely, please contact us and we will be more than willing to provide this important information for you. Likewise, if something you have purchased from us does not meed this standard, please notify us so we can re-evaluate the product.

Respect

True to our founding principles, we pledge to stand by our commitment to strong customer service. All our clients deserve to be treated with kindness, respect, dignity, and compassion during your entire experience with us, without exception. We want you to be happy with our products, and we also want you to be comfortable with the entire shopping experience from the first contact you make with us, whether it's online or in person. Diversity is one of the greatest pillars of the leather and kink communities. We firmly believe that if you are curious about kink or BDSM, then you are welcome to learn, no matter who you are.

Official Policies

Besides these general Customer Service statements, you should review our Terms & Conditions of service, as well as our Privacy Policy.

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