When will my order ship?
For the SIGNAL 2025 launch, your order may take 3-4 weeks to ship. Transit times vary but the average is 2-7 days. If you need to expedite an order, please contact twiliostore@canarymarketing.com
How does payment work?
The Twilio Merch Store accepts all major credit cards. You can also pay with your gifted gift certificate or coupon code.
Where do I enter my gift certificate or coupon code?
At checkout, under "Billing Method", enter your unique gift certificate or coupon code in the corresponding field.
What if I want to purchase more than the value of my gift certificate?
You can use any major credit card to pay for the remaining balance after using your gift certificate or coupon code.
When will I receive tracking for my order?
Once your order has shipped, you will receive an email with tracking information.
Will I be contacted by the courier or customs before delivery?
It depends on the country and the items being shipped. Shipping partners may require additional information for delivery and may potentially try to contact you before attempting delivery and ask that you complete form(s) when applicable for a personal gift, as this is not for business purposes.
I’m being asked for a list of items or a commercial invoice. What should I do?
Canary files all Commercial Invoices digitally. At times, you may be asked to provide a copy if the customs officer doesn’t have access to the digital copy. In that case, please contact twiliostore@canarymarketing.com to secure a copy from the shipping warehouse. This process can take up to 72 hours.
Do I have to pay for customs?
Twilio will pre-pay for duties and taxes. If the courier reaches out at the time of delivery saying that you need to pay taxes, please tell them to bill duties and taxes to the shipper.
Are you shipping to India?
If your delivery address is in India, please use your full legal name (as it appears on your passport) in the Shipping Information section at checkout.
you will receive a message from FedEx requesting for KYC documents (for example, identity/address verification).
- You can submit your supporting documents to the KYC portal.
For further guidance and assistance, please call the FedEx Customer Service Hotline at 1800 209 6161
We heavily encourage using FedEx as your broker as we have FedEx international relationships with representatives in-country that can help with the clearance process.
Can I order items and have them drop-shipped to a customer?
Yes, just enter your customer's name and address in the Shipping Information section at checkout. If you have more than 10 drop ship addresses, please reach out to twiliostore@canarymarketing.com for further assistance.
Can I return or exchange items?
Please note all sales are final. If we made a mistake or your item is delivered damaged, we will gladly send you a label to return/replace your item.
Who do I contact if I have a problem with my order or the Twilio Merch Store?
For any order or store questions or concerns, please email twiliostore@canarymarketing.com
How do I place a bulk or custom order?
Please reach out to twiliostore@canarymarketing.com to ask about placing bulk order.
Additional Questions?
Please email the CANARY team at twiliostore@canarymarketing.com