FAQS

We have compiled a list of frequently asked questions. If you don’t find an answer for your query please feel free to email us at info@twigaclothing.com and we will get back to you as soon as possible.

PRODUCT

What is the best way to wash Twiga gear?  

For the longevity of the garments we recommend cold wash and hang dry. If your pants or crops somehow end up in a warm wash and dry there is no need to worry as we test our goods under the same conditions.

What can I do if I need alterations?

We offer our product in multiple inseam lengths to try and avoid this situation. The thing about bodies is that no two are the same and if you find yourself in this situation you have two options. The first would be to take it to a tailor who can hem the pants with a 3-needle coverstitch. The second option would be to send it back to us via mail, this would include extra charges, or drop it off at one of our partner studios where we it could pick it up, hem it and then drop it off back at the studio free of charge. For further information regarding hemming please email us at: info@twigaclothing.com.

What type of fabric do you use?

Our signature fabric is an 88% Nylon, 12% Lycra supplex. We use this fabric as it has 4-way stretch, great for movement, moisture wicking properties, great for sweat management, a high Lycra content, to help keep the shape of the garment and create a sucking effect that keeps everything in place during strenuous exercise. On top of all that it has a cottony soft feel that only gets better with time.

Can I buy Twiga anywhere else other than online?

Yes. We have a select few partner dance studios that carry portions of the line. For an up to date list of these partners please email us at: info@twigaclothing.com.

Do you have a Size Chart?

Yes, we have a comprehensive Size Chart.

What if I am unsure about my or my child’s size?

If you are still unsure about your appropriate size there are a couple of options. If you live in the North Toronto area we can come to your house and provide you with a specified size run to test. If you are not in this designated area please email us with your vital measurements, waist, hip and inseam and we can suggest the best size for your body.

Do you sell any Cotton products?

Not yet but they are being planned for 2014.

ORDERING & PAYMENT

Can I order over the phone?

No, all orders must be through the website.

How long do orders take?

Orders take a maximum of 7 business days to process, usually this time is much less but is dependent on order volumes. Once the product has been made exactly to your specifications it will be mailed according to your preferred carrier. 

What happens if I place and order and then need to cancel or change it?

It depends. If any of the products you ordered were personalized than you must cancel within 24hrs of placing the order. If the products were strictly basics that are not personalized than you can cancel at any time and will be responsible for all costs, to and from, associated with shipping. Once all orders have been confirmed canceled, and or returned to us, we will refund your payment, or the balance minus the shipping, as per the method used when placing the order.

If you need to change an order the same 24hour window applies to personalized product. In any event just make sure to email us at info@twigaclothing.com as soon as possible and we will see what we can do.

What payment options are available? 

We accept Visa, MasterCard and American Express. We do not accept the splitting of payments between two cards.

What currency are prices listed in on the site?

We are a Canadian based company and all prices reflect our heritage.

SHIPPING

What are your shipping fees?

Our shipping is FREE in North America unless you choose a priority carrier such as UPS or Fed-Ex. 

International shipping is $30.00 unless you choose a priority carrier such as UPS or Fed-Ex.

How long does shipping take?

Shipping is sent via Canada Post standard mail. Mail time will vary depending on location. Major metropolitan residents can expect their packages within 3-5 days. For those living outside of major hubs shipping time will be closer to 7 days. 

Orders sent to U.S. based addresses, via Canada Post & USPS usually arrive 10 - 15 days. Also note that all orders to the U.S are subject to all applicable fee's and duties and are the responsibility of the purchaser.   

RETURNS & EXCHANGES

What is your return and exchange policy?

Headbands are a final sale. Personalized items are only returnable due to defects. All other products can be returned within a specified timeline in their original state with all tags attached. Please send an email to info@twigaclothing.com with RETURNS in the subject line. Include in your email the order number and date of purchase and we will follow up with information about returning goods.  

COMPANY

What does Twiga mean?

Twiga: (Twee-ga) is the Swahili word meaning Giraffe. Swahili is spoken by various communities inhabiting the African Great Lakes region, including Kenya, Tanzania, Uganda, Rwanda, Burundi, Mozambique and the Democratic Republic of Congo.

Does Twiga sell Gift Cards?

No, at this point in time we do not sell gift cards or certificates.