faqs

We are unfortunately unable to add items to existing orders.

We are unable to combine any orders.

We will hold your entire order until the pre-order release is ready to be dispatched.

We offer a returns policy on all physical items.

We will replace any faulty item free of charge. Please contact us via Customer Services and we will promptly get back to you. We will require you to return the faulty item(s), but you will be reimbursed for your return postage. Please do not return faulty items to us without contacting us first.

You can currently pay via Credit or Debit card, and PayPal. We accept Visa, Visa Debit, Mastercard, and Paypal.

All our secure forms are 128bit SSL encrypted. Check our secure certificate at Geotrust.

There are two ways to pay for products using PayPal. One uses your credit card and the other uses your bank account.

1) Using your credit card. If you pay PayPal using a credit card then once PayPal have succesfully charged your card they notify us. This process is pretty much instantaenious which means you can go straight to your downloads. This is the method we recommend on Shpongle

2) Using your checking account. If you choose to pay PayPal directly from your bank account (they call this a PayPal eCheck), then this takes PayPal from 4 to 6 days to collect the money from your bank account. Once they have succesfully collected the money they then notify us. Only then will you have access to download your order.

Some people new to PayPal choose the eCheck payment method without understanding the delay it would cause and unfortunately, there is nothing we can do to speed up this process.

Your account is completely private. We do not give your email address to any third parties, and you will receive no promotional mailouts from Twisted Records or Shpongle  unless you subscribe to our newsletters.