FAQ

Got questions about your order? Most questions will be answered here. If you still have questions, please feel free to email us at sv@sairavalley.com 

1. My Pre-Order hasn't arrived yet? 

Pre orders take an average of 14 business days to arrive to us. Once they arrive, we send them out within 24-48 business hours. Please check the date of your payment and count forward 14 business days. If it has been longer than that, please feel free to email us to check in. Due to Covid-19 we have experienced some delays, but they are infrequent. 

2. I need to pick up my order but I don't know if it's ready? 

When we fulfill an order for pick up, we send an email to you. The subject of the email will be "YOUR ORDER IS ON THE WAY" if you CLICK into that email, and look at the tracking section, you will see that in place of tracking, we list our pick up address. That means your order is in the 24/7 pick up bin and is ready for you to come. If we have bad weather or a storm, we bring the bins indoors to protect them from damage. Please be sure you get our app alerts and text alerts so you will be aware if the bins are being brought in for snow or heavy rain. You can download the app for free on your App Store, just search for Twisted Valley. You can sign up for text alerts by texting "HI" to 617-855-0194. 

3. I ordered for pick up online, but I got an email with tracking? I am so confused! 

We have a lot of inventory that we store off site. Multiple times a week, we have orders for local pick up dispatched to us. Once in a while the system will accidentally attach the tracking information to your order, when really it is coming to us with our huge batch of the week. Please disregard that email. Just wait for the email from us that has our address and a notification that your items are ready for pick up. 

4. My item says delayed by the post office, can you help? 

Due to ongoing issues with Covid-19, some post services and certain hubs are experiencing delays. There is sadly nothing we can do about this. If you are having trouble, please track your package and click on updates. Request text alerts. This can help shake your package loose! If you have been waiting more than 14 business days, please email us and we will assist you in filing a claim. 

5. I think I have a damage, can you help? 

YES!! Please email us! sv@sairavalley.com, and we will work to get that fixed for you asap!

6. I need to make a return. What do I do? 

Please review the return section of our website for information on how to make your return, it is a straight forward process!