TW Lab Policies

1. Scope and Storefront Use

These policies apply to TW Lab prefab items, custom fabrication projects, and Lab-related support. They supplement the site-wide Terms and Privacy Policy, which govern broader matters such as site access, privacy, and general legal terms.

Product listings, project descriptions, and quotes identify the applicable scope, materials, specifications, included items, production status, and price. Customers should review those details before placing an order or approving a custom project.

2. Listings, Orders, and Payment

Inventory status, price, specifications, and availability may change before an order is accepted. We may correct a material listing, pricing, availability, or technical-description error and, where appropriate, cancel the affected order and refund the amount paid.

For prefab items purchased through the webstore, available payment methods may include credit, debit, Apple Pay, Google Pay, and eligible split-payment providers, with payments processed through Stripe. Custom projects under $2,000 may use the payment options stated in the applicable quote or invoice. Projects of $2,000 or more may require ACH or wire transfer as stated in the applicable quote or invoice.

3. Production, Shipping, and Delivery

Prefab items offered through the webstore are generally shipped within one business day of purchase. Custom-project timelines vary based on complexity, quantity, material, and approved scope; completed custom items are generally shipped within one business day after manufacture is complete.

If we cannot ship within the time represented for an order, we will provide the notice, delay option, cancellation option, and refund required by applicable law. Customers are responsible for providing a complete and accurate delivery address. For international orders, the customer is responsible for applicable duties, taxes, brokerage fees, import restrictions, and other destination charges unless a listing expressly states otherwise.

4. Returns, Exchanges, and Transit Issues

Prefab items may be returned or exchanged within 10 days of delivery for a full refund, subject to review. The customer is responsible for return shipping unless TW agrees otherwise. TW may provide a prepaid return label for shipping damage or a TW-caused fault; shipping compensation is reviewed case by case based on the available evidence.

Please inspect deliveries promptly. If an item arrives damaged, retain the packaging and contact TW with clear photos of the item, packaging, and shipping label so that we can review the issue and any carrier claim. A return authorization from TW is required before sending an item back.

Custom labor, made-to-order components, and personalized work are not returnable after work has begun except for a verified defect in our work or as otherwise required by law. Nothing in these policies limits a remedy that cannot lawfully be limited.

5. Custom Projects, Files, and Materials

A custom project intake is a request for a quote, not an acceptance of work. Scope, price, timing, materials, shipping, approvals, deposits, and any change orders will be confirmed in the applicable quote or invoice before work begins.

Customers may supply their own models or use TW's in-house design services. Supplied models must be reasonably suitable for the selected manufacturing process. If a design needs additional support, changes, or modeling work to manufacture properly, we will discuss the resulting feasibility and any additional cost before proceeding when reasonably possible.

Material appearance, color, finish, tolerances, and fabrication results can vary by process and material. Customers are responsible for confirming that the approved design, dimensions, and material selection are suitable for their intended use before approving production.

6. Content, Safety, and Project Acceptance

To maintain business practices that are legal, safe, and respectful, TW will not customize items with copyrighted material without authorization or with hateful or explicit messaging. We may evaluate submitted content on a case-by-case basis and reserve the right to decline any customization work we are uncomfortable performing.

TW also will not accept projects involving unlawful weapons or primary firearm components, folding or ballistic knives, improvised or custom weapons, hazardous materials, products intended to facilitate criminal activity, official government insignia unless contracted by a government entity, or items designed to bypass safety mechanisms such as airbags or seatbelts.

For complete site-wide customization-content terms, visit our Terms page.

7. Questions and Policy Updates

For an order, shipping issue, return request, or custom-project question, contact TW at info@twtech.llc before sending anything back. The version of these Lab Policies in effect when an order is placed or a project is approved generally applies to that order or project, subject to applicable law and any written terms supplied with a specific quote or invoice.