Order tracking

ORDER TRACKING

1. OBJECT AND SCOPE OF THIS POLICY

This order tracking policy is intended to inform the user about how they can find out the status of orders placed through the website www.twocrush.com (hereinafter, the “Website”), when such orders have been shipped by TWOCRUSH.

By completing an order on the Website, the user accepts these tracking conditions, without prejudice to the provisions of the Shipping Policy and the Returns and Exchanges Policy.

2. ORDER STATUS IN TWOCRUSH

Generally speaking, the order may be in one of the following internal states:

– Order received: the order has been correctly registered in the system and is pending verification and preparation.
– Order in preparation: our team is performing quality control of the garment, conditioning and packaging for shipment.
– Order shipped: the order has been delivered to the transport company selected by TWOCRUSH.
– Order completed: the shipment has been delivered according to the information provided by the transport company or after the usual delivery times have elapsed without any reported incidents.

These statuses are managed internally by TWOCRUSH and may result in email communications to the user.

3. SENDING THE TRACKING NUMBER TO THE USER

TWOCRUSH does not manage shipment tracking through its own account integrated into the Website. Once the order has been handed over to the shipping company, our team sends the user a shipping confirmation email which will include, where applicable:

– The name of the transport company or service used.
– The tracking number assigned by that company.
– Basic instructions for checking the status of the shipment (for example, a link to the carrier's website or an indication of the customer service channel).

The user will be able to use this information to track the shipment directly through the website or the official channels of the transport company.

4. Checking the shipment status with the transport company

Once the tracking number has been provided, the user will be responsible for entering it on the website or tracking tool of the corresponding transport company, in order to know the location and progress of the shipment.

Status updates (in transit, out for delivery, delivered, incidents, etc.) depend exclusively on the transport company and its internal systems, without direct intervention from TWOCRUSH.

In the case of transport services that do not offer online tracking, the user may request additional information by contacting TWOCRUSH, who will send the user the available data on the shipment or the carrier's contact channel.

5. TIME LIMITS, INCIDENTS AND LIMITATION OF LIABILITY

The delivery times indicated by TWOCRUSH are indicative and may be affected by factors beyond our control, such as logistical incidents, weather conditions, periods of high demand or other reasons attributable to the transport company.

Once the order has been handed over to the transport company and the user has been provided with the tracking number, the physical management of the shipment corresponds to said company, without prejudice to the rights of the user as a consumer.

TWOCRUSH cannot guarantee the accuracy, frequency, or content of the updates that appear in the carrier tracking tool, nor is it responsible for errors, interruptions, or lack of updates to the information displayed by third parties.

6. UNDELIVERED ORDERS AND TRACKING ISSUES

If the user detects any anomaly in the tracking (for example, lack of movement for a prolonged period, delivery status that does not match reality, or confusing information), they may:

– Contact the transport company directly, using the tracking number and the customer service channels provided.
– Additionally, inform TWOCRUSH through the Website's contact methods, indicating the order number and the tracking number.

TWOCRUSH will collaborate, to the extent reasonably possible, to gather information from the carrier and pass it on to the user, without this implying assuming responsibilities of the transport company or guaranteeing a specific result in the resolution of the incident.

7. INQUIRIES RELATED TO ORDER STATUS

For any query regarding the status of an order or the tracking information provided, the user may contact TWOCRUSH through the channels indicated on the Website, specifying at least:

– The order number.
– The name and surname associated with the purchase.
– The tracking number provided by TWOCRUSH or the transport company.

Our team will review the available information and provide the user, as far as reasonably possible, with an indicative response regarding the status of the shipment or the actions that can be taken with the transport company.