Our Policies
Satisfaction is our primary goal, if for any reason you are not 100% thrilled with the product you received, please contact us immediately. Your feedback is very important to us.
Return Policies:
- Items in unused condition with unopened packaging qualify for a full refund upon receipt. Please contact us via email twinwaterlureco@gmail.com with reason for return as well as photos of products in unopened package to start the return process.
- Items that have been opened or partially used are subject to approval.
- Items that exhibit a manufacturing defect, shipping damage or other failure outside of scope of normal use qualify for a full refund subject to inspection and approval. Please contact us via email with full description of failure and photos to start the process.
If you are unsatisfied with the product you received or it does not meet your expectation for any reasons, please reach out via email twinwaterlureco@gmail.com to discuss. These instances are reviewed on an individual basis to reach an appropriate resolution.
Order Issues:
Incorrect product received, partial order received, package lost in transit - send us an email and we'll be happy to work with you to resolve your concerns.
Bent or twisted body upon arrival:
Our lures go through a meticulous curing process to prevent twist in the body or tail. Our 3"-4" range paddle tail swim baits are shipped in specialized blister packs to protect those tails and we are currently working on similar hyper-protective packaging designs for our other offerings. If you receive a lure that has a slight bend or twist to the body or tail that you are concerned is effecting its swim action, dip the end of the lure (where its twisted) into very hot to boiling water for a few seconds. Lay it flat on its back, keeping the body/tail straight, and allow it to cool for a few hours untouched. If you still experience any issues, please let us know.
As always, store lures in their packaging whenever possible and do not leave in direct sunlight or store in an exceedingly hot space to prevent unintentional deformations.
Fulfillment:
Many of our products are actively in stock however, there may be situations where we need to run a new batch(es) to fulfill your order. Our turnaround time from order date (received prior to 6pm ET) is generally 2 business days. Shipping notifications with tracking information will be sent once your package has been received by our carrier. Large orders may incur further delays which you will be notified of prior to fulfillment.
Color not as expected, slight variations or minuscule defects found:
All of our lures are hand mixed and hand injected. There are a lot of factors that influence outcome and we do our very best to account for and control them. Sometimes though, slight variations in color, lamination lines and occasionally air bubble exist. These variations do not affect the performance of the lure and are not considered defects. Each product is hand selected and hand packaged to ensure the best quality pieces are shipped to your door.
Colors may vary by screen.
If you have any concerns about the product you received, please reach out via email twinwaterlureco@gmail.com and we are more than happy to discuss.