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Frequently Asked Questions

Frequently Asked Questions

TWL have put together the most common questions and provided some answers to help you out! So look for your question, find the answer - easy!

If you don't find what you were looking for, feel free to hit us up on the Contact Us page - we can help you out with some of our legendary service!

  • General Questions

    • Who is TWL?
      • TWL is a team of Functional Fitness Enthusiasts dedicated to hooking you up with gear that helps you train hard and look good doing it! To find out more, feel free to check out our 'About' page.
    • Do you have a real life store? Can I come in and look at your gear? Can I pick up my order at your store?
      • Unfortunately not. At this point in time, we do not have a retail location. Our website is a one stop shop, where you can sit back, relax and enjoy browsing at your own leisure! 
    • Where are you located?
      • Our Warehouse is based in Delaware, so that means no sales tax on all orders! We do have a team that travels all round the USA on events, especially California. Look out for us at an event near you!
    • What are your trading hours?
      • We are an online store, so technically 24 hours a day, 7 days a week! However if you have a particular query please contact us and a member of our team will get aim to respond within 24-48 hours.
  • Order & Shipping

    • Do you ship internationally?
      • At this stage, TWL USA only ships domestically within the USA. We are working on internationally shipping. If you would like to order a specific product and require international shipping we suggest you visit
    • When will my order arrive? 
      • As soon as you place an order, you will receive an order confirmation email. If you did not receive this, please check your Junk Mail Folder.
      • Please allow us to pick, pack and ship  your order within 24-48 hours on business days. When your order is shipped, you will receive a subsequent confirmation with all shipping information and details.
      • If you would like to check the current status of your order, please click on ORDER STATUS
    • How long will my order take to arrive? What are the shipping times?
      • As a guide, Domestic orders are shipped via standard USPS and UPS and arrive between 5-12 Business Days to all major cities. Customers orders can arrive before this, however this timeframe is provided as a guide only.
      • For Express Orders, please allow 1-3 Business Days for your order to arrive in all major cities. 
    • How much is shipping?
      • All orders over $49 are shipped FREE via Ground. 
      • All orders under $49 are $4.99 Flat Rate Shipping via Ground.
      • All Express Shipping is Flat Rate $14.99 to Domestic USA*
    • Can I pick up my order from the store?
      • At this point in time, we do not have a retail location so pick ups are unavailable.
    • What is my tracking number?
      • TWL aims to provide tracking details for all orders placed online. Please double check your email inbox for shipping confirmation which will include tracking details.
      • If you do not receive tracking details, please contact us so we can assist as best possible. It may be that there is a slight delay with your order. 
      • If you have not received a shipping confirmation email, please check your Junk Mail Folder before contacting us.
    • I just realised I ordered the wrong colour/size/quantity/product. What do I do?
      • Once your order has been placed, it has begun to be processed and no amendments or cancellations can be made. We are not able to combine orders or make any changes during this time.
      • If you require additional products added to your original order, we recommend that you place another order to ensure that you do not miss out on your item, due to the fluctuations in available stock.
      • You can always test your luck and contact us, we will see if it is possible to accommodate your change.
  • Returns

    • My item is the wrong size / style / colour and I need to return it. What do I do?
      • TWL is committed to ensuring that all customers are satisfied and we offer a FREE 100 Day Return Policy. For all returns policies and procedures please visit the RETURNS PAGE. All information on the returns process, our terms and conditions are featured here.
    • I've sent my returns items back, have you received them yet?
      • Please review our returns page for our policies and procedures. When TWL has processed your return, exchange or refund we will be in contact with you via the details provided in the Returns Authorization Form.
    • I want to return an item, but I have lost my original invoice?
  • Wholesale and Affiliates

    • Does TWL do Group Buys or Affiliate Orders?
      • TWL has great relationships with affiliates around the world. If you are after a group buy or a larger order for your affiliate contact us with the product and reference and we will work together with you to make it happen.
    • Do you offer Wholesale Pricing?
      • TWL is open to working with Wholesale and Retail partners. If you are interested in establishing an affiliate/wholesale account, please contact us.
    • Product Information

      • When will  you be getting my item back in stock? Can you let me know when you get my item back in stock?
        • Due to the popularity, certain items go out of stock from time to time. On the relevant product page, please select your size/style/colour/type that is currently out of stock.
        • Please then put your email address in the notifications field. Once your email is input, please click "Email when available". As soon as the item comes back in stock, you will then receive an automatic notification.
      • What size should I order?
        • We realise that everyone has a difference preference on how they would like an item to fit. We have provided size charts and size guides for as many items as possible on our site. Just check the product listing and photos for a size guide. If you are after specific guidance or a chart isn't available - get in contact with us.
      • Where is your size guide?
        • Please check the size guide on the specific product's page. We have many different products from many different suppliers, so sizing across products can vary.
      • What if TWL does not stock a product I am interested in?
        • TWL is forever increasing it's range and we would love to hear from you! Feel free to contact us with the product and reference. We have great relationships with some of the biggest and best brands around the Functional Fitness market so work with us to make it happen!
      • What if I have a product TWL could be interested in?
        • TWL is forever increasing it's range and we would love to hear from you! Feel free to contact us with information on your product and we can look at how we can work together.
    • Events, Sponsorships & Ambassadorships

      • Will TWL sponsor my event?
        • TWL is actively involved in the community. While we would love to, it is not possible to sponsor every event. If you believe you have a worthy event, please consider the following criteria:
        • 1. Are you or your affiliate a customer of TWL?
        • 2. Do you use our gear and believe in TWL?
        • 3. When and what is your event?
        • 4. How many people will be attending your event?
        • 5. What support will you be looking for from TWL?
      • Will TWL sponsor me as an athlete?
        • TWL is open to sponsoring specific athletes and ambassadors amongst the community. If you believe you are a worthy candidate, please consider the following criteria
        • 1. Are you a customer of TWL?
        • 2. Do you use our gear and believe in TWL?
        • 3. Do you have a presence within the community?
        • 4. Are you actively involved in sanctioned and unsanctioned CrossFit, Olympic Lifting, Power Lifting, Gymnastics and Functional Fitness events?
      • Can I have some free stuff?
        • If you would like to be in the running for some free gear, stay tuned to our Facebook, Instagram and Twitter. We run competitions, promotions and giveaways all the time. You have to be in it, to win it!
    • Media & Marketing

      • How do I get in contact with TWL regarding some Media or Marketing Opportunities?
        • Please contact us and a member of our marketing team will get in touch.
    • Policies & Procedures

      • Where can I find out about TWL's Privacy Policies and Terms and Conditions?
        • Privacy Policies can be found here and Terms and Conditions here
    • Other Questions

      • Any other questions?