We want your experience with TWS Training to be seamless, effortless and enjoyable as possible… from start to finish!
If you've already placed an order, please check your shipping confirmation email for your specific delivery timeframe and tracking link.
For digital products: you should receive an instant email with instructions to access your account on our TWS Training platform. If you didn’t get this email, you can access your purchases by following the instructions HERE or contact us at info@twstraining.com.
Here's everything you need to know about our shipping process:
Shipping Locations
🇺🇸 USA Orders: All orders from the USA will be fulfilled by our third-party partner located in California, USA. This ensures faster shipping times and eliminates any surprise tariffs, duties and carrier fees.
🇨🇦 Canadian Orders: All orders will be shipped directly from our warehouse in Montreal, Canada. Please note that all applicable GST/PST fees will be charged at checkout.
🌎 International Orders: All orders ship from our Montreal, Canada warehouse. You may be responsible for customs duties, taxes, or fees based on your country’s regulations. These charges are the customer’s responsibility. If you refuse the package, shipping fees will not be refunded.
Shipping Fees
Shipping costs are calculated at checkout based on your location and the size of your order.
Processing Time
Once your order is placed, we process it quickly to ensure it’s on its way as soon as possible. Orders typically ship the same day if placed before 3PM EST, or the next business day if placed after 3PM EST.
Estimated Delivery Times
🇺🇸 USA: 1-3 business days (Outside Mainland 2-5 Business Days)
🇨🇦 Canada: 2-5 business days
🇬🇧 UK: 7-14 business days
🇦🇺 Australia: 7-14 business days
🌍 Europe & Rest of World: 7-14 business days
Please note: These are estimated delivery times and may vary depending on factors like your location or the shipping carrier’s schedule.
Shipping Confirmation
Once your order is shipped, you will receive a confirmation email with tracking details. This will allow you to follow your order’s journey every step of the way.
Didn’t Receive a Confirmation Email?
If you haven’t received your shipping confirmation email, please contact us at info@twstraining.com. It’s possible that there was a typo in your email address or your autofill feature used a different email than intended. We’ll correct the details so you can receive all future notifications.
Customs & Duties
USA Orders: With our new California fulfillment center, we’ve ensured that you’ll never be surprised by additional tariffs or duties upon delivery.
Canadian Orders: All our Canadian orders are shipped from our warehouse in Montreal, Canada, so you don’t have to worry about any customs or duties.
International Orders: You may be responsible for any customs duties, taxes, or additional fees based on your country's regulations. These charges are outside of our control and are the responsibility of the customer.
Unclaimed or Refused Packages
If your package is returned to us due to failure to pick it up, refusal upon delivery, or not claiming it in a timely manner, shipping fees will not be refunded. We will only issue a refund or reship the package once we receive the returned item.
Returned-to-Sender Packages
If an order is returned to us due to an incorrect or undeliverable address, we can issue a refund for the product cost once the package is received back. Shipping costs are non-refundable.
If you’d like the item re-shipped, a new order with the correct address will be required.
Theft / Undelivered Packages
In the unfortunate event of theft or a failed delivery, please contact us immediately at info@twstraining.com with your order number. Please do not reach out via social media (e.g., DMs, Messenger), as our team may not respond as promptly. Once we receive your email, we’ll begin investigating your order and take the necessary steps. Please note that carriers may require up to 14 days to complete an investigation.
My Package Was Never Shipped
If your package hasn't been shipped, it may be due to an issue with the shipping address provided, such as missing apartment numbers or incomplete details. When our system detects an address error, we hold the package, as carriers usually return it to us.
We’ll make up to three attempts to contact you by phone or via email to correct the address. If we can't reach you within 30 days, we’ll initiate a refund for your order.
If you didn’t receive any communication and your package was never shipped, please contact us at info@twstraining.com.
Shipping Option Not Available?
If a shipping option is not available at checkout, it means we currently don't have a provider that can deliver to your location in a timely and cost-effective manner. If this applies to you, please email us at info@twstraining.com, and we’ll investigate alternative shipping methods and try to find a suitable option.
Last Updated July 1st, 2025
