Welcome to Twigby. We are pleased to be your wireless service provider. We reserve the right to change or modify these policies and terms at any time, effective immediately when posted to Twigby's website: www.Twigby.com. Please check our website from time to time as these policies and terms may have changed.

Below you will find links to Twigby's most current Terms Of Service, Privacy Policy, Net Neutrality Disclosure and Return and Warranty Policy.

Terms and Conditions of Service
Privacy Policy
Net Neutrality Disclosure
Return and Warranty Policy

Twigby Terms and Conditions of Service, as of 08/22/2017

This Agreement is entered into by Twigby (“us” or “we”) and you (or “customer”). This Agreement includes the terms and conditions of your wireless service including, but not limited to, equipment purchased from the Twigby Store or any device brought to Twigby through the ‘Bring Your Own Device’ program (“device”), accessories, and your use of Twigby’s mobile Services (“Service”), features and terms related to the minutes, texts, and data you use. Please read this Agreement carefully.

1. EFFECTIVE DATE OF YOUR AGREEMENT

Your Agreement starts when you accept. You accept when you do one or more of the following things: (a) create an account on our website at www.twigby.com (“website”); (b) give us your written or electronic signature; (c) tell us orally or electronically that you accept; (d) activate a service on a device; (e) use your device or any of the features within your Service Plan; (f) open a package that says you are accepting by opening it; or (g) use your service after making a change or addition to the account.

2. YOUR SERVICE PLAN BECOMES PART OF THESE TERMS AND CONDITIONS

You acknowledge by accepting this Agreement that you have seen, you have the opportunity to print, and you fully understand Twigby’s Service Plan and the costs associated with the Plan. Your Service Plan and published costs are part of this Agreement.

MONTHLY FEES

You will be billed a minimum fee for each device that is active on your account for all or part of your billing period. If you deactivate (“cancel”) and reactivate (“restart”) the same device multiple times within a given billing period, your account may be charged multiple monthly fees for that one device.

UNITS

Twigby Service Plans may refer to Units, where one (1) megabyte of data, or one (1) text message, or one (1) minute of voice usage are all equal to one (1) Unit. Please refer to our website or the appropriate section within this Agreement for more details.

CALL MINUTES

The time of a call will be determined based on the location of the network equipment providing service for a particular call, and not the location of your device or your device’s area code.

Twigby Service Plans may refer to call minutes as Call Units for both inbound and outbound calls and are measured from call initiation to termination, which is defined as pressing the “send” key to initiate the call, and the “end” key to terminate a call. Calls are billed in one-minute increments (“Units”), with a minimum time per call of one minute (“Unit”). Call times are rounded up to the nearest whole Unit.

Call Units allow you to call anyone within the United States from anywhere in the United States where our services are available. Calls made from within the United States to another country, or calls made while outside of the United States are not permitted. Visit our website for our Service Plans.

An additional fee may be charged for each call to directory assistance, in addition to the standard Call Units used. Visit our website for Directory Assistance calling rates.

We will not directly complete any calls to 1-900, 1-976, or other pay-per-call services.

TEXT AND PICTURE MESSAGING

Text and picture messages all use one (1) Text Unit when a message is sent or received, regardless of whether it is read or viewed. Any attached media file to a picture or video message will also be charged the applicable Data allowances.

By selecting or receiving our unlimited text feature, you can send and receive unlimited text messages without the Text Units counting toward your Service Plan. However, with this feature, picture and video messaging will deduct from your data allowance.

Text and picture messages sent to or from a location outside of the United States are not permitted.

Visit our website for more details.

DATA USAGE

A deduction from your data allowance occurs whenever data is sent or received, regardless of the reason. Data usage is rounded to the nearest kilobyte. For plans that data is measured in units - One (1) Data Unit is equal to one (1) megabyte of data.. Visit our website for current data usage rates.

ADDITIONAL CHARGES

We may charge additional fees for specialized requests or services related to your account. We always keep copies of our pricing information on our website.

3. DUTIES OF TWIGBY

We provide mobile telecommunications services using the Nationwide Sprint® Network for use exclusively with devices purchased from us or devices activated by us as part of the 'Bring Your Own Device' program. We cannot guarantee that a device not provided by Twigby or a Twigby Device that has been modified by you or a third party will be compatible with the Nationwide Sprint® Network, will comply with applicable FCC or other legal requirements, or that you will be able to access and use the Services you have purchased. If you alter or modify your device in a way not authorized or recommended by the manufacturer of your device, you may lose functionality and you may be required to purchase a new device in order to restore service.

You may use our website to manage your account, make payments, view our content and learn more about our devices and services. Use of our website is subject to the terms set forth in this document and our Privacy Policy, which are available on our website.

Because your Sprint® device is no longer active on a Sprint® retail account, many of the device features will no longer work, and Twigby, who is responsible for your service, will not support them. These include, but are not limited to, Sprint® Zone, Sprint® Family Locator, TeleNav GPS, Sprint® Radio, Sprint® Music, Sprint® TV, Sprint® Mobile Sync, Sprint® Powerdeck, Sprint® MY Account, Sprint® Mobile Wallet, Picture Mail and Multimedia Services.

NETWORK COVERAGE

Our Service is only available in geographic areas covered by the digital service network footprint of the Nationwide Sprint® Network. Local phone numbers may not be available in certain markets.

Wireless services use radio transmissions, and coverage is not available everywhere. Quality of service may be affected by conditions within and beyond our control, including atmospheric, geographic, or topographic conditions, or by damage to your device. We do not warrant or guarantee that service will be available at any specific time or geographic location, or that service will be provided without interruption. Any statements or maps provided by us or our authorized dealers and resellers about coverage are intended to provide high-level estimates of our coverage areas when using our Service outdoors under optimal conditions, and do not mean that Service will be available under all circumstances, at all times, or without interruption. Our wireless coverage and signal strength is not an exact science. There are gaps in coverage within our estimated coverage areas that, along with other factors both within and beyond our control, may result in Service interruptions, slower data speeds, and lower quality of service, or possibly nonexistent service. You should never rely solely on your device for emergency calls, including to 911.

4. OUR RIGHTS TO MAKE CHANGES

Your service is subject to our business policies, practices, and procedures, which may need to change without notice. Policies, such as our Pricing and Privacy Policies, may be found at www.Twigby.com. Unless otherwise prohibited by law, we can change prices and any other component of this Agreement at any time by notifying you in advance by text message; however, we are not responsible if you choose to disregard or not read the notification. If you do not cancel your service within 30 days of the notice, you agree to accept any changes. We reserve the right to modify or cancel your service or your account or take corrective action at any time and for any reason, including, but not limited to, your violation of any provision of this Agreement.

5. PROVISION AND MAINTENANCE OF DEVICES

You are responsible for the activation, operation and maintenance of your device. You must provide and maintain the device in compliance with applicable Federal Communications Commission rules and regulations. The operating characteristics of the device shall be such as not to interfere with the Services offered by us to any of our customers or harm the network. We will not be held liable for loss of any stored or downloaded data on your device. You are responsible for repairing or replacing any device that is damaged or destroyed. We do not manufacture equipment or software, and your only warranties and representations with respect to equipment or software are those provided by the manufacturer.

6. NO WARRANTIES ON OUR BEHALF

You agree that neither we nor our vendors, suppliers, licensors, or affiliates are responsible for any damages resulting from: (a) providing or failing to provide Services, including, but not limited to, deficiencies or problems with a device or network coverage (for example, dropped, blocked, interrupted Services, etc.); (b) traffic or other accidents, or any health-related claims relating to our Services; (c) Data Content or information accessed while using our Services; (d) an interruption or failure in accessing or attempting to access emergency services from a device, including through 911, Enhanced 911, or otherwise; (e) interrupted, failed, or inaccurate location information services; (f) information or communication that is blocked by a spam filter; (g) damage to your device or any computer or equipment connected to your device, or damage to or loss of any information stored on your device, computer, equipment, or our storage space from your use of the Services or from viruses, worms, or downloads of malicious content, materials, data, text, images, video, or audio; or (h) things beyond our control, including acts of God (for example, weather-related phenomena, fire, earthquake, hurricane, etc.), riot, strike, war, terrorism, or government orders or acts. You should implement appropriate safeguards to secure your device, computer, or equipment and to back-up your information stored on each. To the extent allowed by law, we make no warranties regarding equipment or services, beyond what is contained in this Agreement, and we make no warranties of merchantability or fitness for a particular purpose. Our liability for monetary damages for any claims you may have against us is limited to no more than the proportionate amount of the service charges attributable to the affected period. Under no circumstances are we liable for any incidental, consequential, punitive or special damages of any nature whatsoever arising out of or related to providing or failing to provide services in connection with a device, including, but not limited to, lost profits, loss of business, or cost of replacement products and services.

7. ACCESS NUMBERS

You shall not have any proprietary right in the Access Number(s) provided by us and we reserve the right to assign, designate or change such Access Number(s) when, in our sole discretion, such assignment designation or change is reasonable or necessary in the conduct of our business. A charge may be incurred for any request you make to us to change your access number. You shall not retain the Access Number(s) provided by us for use with services provided by any other wireless provider unless you submit a Port Request and said Port Request is in accordance to all porting terms and conditions set forth by the Federal Communications Commission, including but not limited to, compliance with regulated rate centers. Any Port Request from you that meets the requirements set by the Federal Communications Commission shall entitle you to retain the Access Number(s) provided by us for use with a wireless provider authorized and approved by us. You will be responsible for all agreement terms and conditions for any changes in service and for any applicable early termination fees associated with any or all numbers ported to another wireless provider.

8. USE OF SERVICE

Twigby reserves the right to restrict usage to not more than 50% of monthly usage outside of the Nationwide Sprint® Network, which is defined by all usage during a billing cycle. You can view the Nationwide Sprint® Network by visiting our website. You may not share or resell Service to third parties, except to the extent expressly permitted by your Service Plan. You may not use the Service for any improper, harassing, abusive, or other unlawful, unwanted (by other customers), or harmful purpose, or in such a way that interferes with our network, business operations, employees, or other customers. We may, in our sole discretion, block access to certain categories of numbers such as chat lines. We may also, in our sole discretion, temporarily limit your service for any business or government reason, and reduce data transmission speeds or limit data service, without notice, in order to protect our network, business operations, employees, or customers from harm.

EXPORT

You agree to comply with all trade regulations and export control laws, both domestic and foreign. Our devices, software, and any underlying information accessed or transferred by you using our services may be subject to U.S. export controls, including the Export Administration Act (50 U.S.C. § 2401, et seq.) and the Export Administration Regulations (50 C.F.R. § 730-774), as well as the import regulations of other countries. You agree not to export or re-export any our devices or software to any foreign country. Any information transferred by you using our services to any foreign country, entity, or person must comply with the U.S. Export Administration Act and the Export Administration Regulations.

USE OF APPLICATIONS

Not all applications will work on all devices, and some applications may not be available in all areas. Use of certain applications may require the disclosure of personal information subject to the policies of the companies that offer such applications.

INTERNET CONTENT

Some content you attempt to access on your device may not be stored or processed because of memory limitations. You agree that we are not liable for the deletion of or failure to store content, and, in compliance with the terms of this Agreement, you should store photographs and other information permanently by using another means. Downloaded or created content on your device may expire or be deleted unless you otherwise arrange for its retention and/or preservation.

You are responsible for the content you access on your device. Some content available on the Internet may be unsuitable for minors, and you should take care when sharing your device with minors.

HIGH USAGE

In cases of usage we deem high or excessive, we may charge your registered payment method(s) in the middle of the billing cycle for all or a portion of the accumulated bill. We also reserve the right to suspend accounts until we verify with you that all charges are legitimate. We may ask for payment to continue the Service.

SAFETY AND SECURITY

We are not responsible for the content or security of voicemail, messages, or contact lists you create.

Use your device in a safe manner that does not create a risk to your safety or the safety of others around you. While driving, always use a hands-free device and never use your device to send text messages. Always use your device in accordance with all applicable laws and regulations.

9. YOUR BILL

Your bill (“Statement”) is a record of the charges incurred for the most recent billing cycle. If you think that there has been an error in any charge to your account, you must notify us promptly after the charge appears on your account. You can contact us using the methods indicated on our website. If you do not notify us within five (5) business days of the charge, you waive any right to dispute the charge, including arbitration or a court proceeding. If you notify us within five (5) business days and we determine that the disputed charge was inappropriate, we will credit, refund, or provide other compensation to you. If we credit, refund, or provide other compensation to you to settle a disputed charge, you agree that the dispute is fully and finally resolved and not subject to further proceedings for any reason.

THIRD PARTY CHARGES

We are not responsible or liable for any charges, fees, or other monies due relating to the use of applications (“Apps”), products, or services that came preloaded or were downloaded at a later date to your device with or without your knowledge. Twigby is not responsible or liable for any negative result that may stem from the usage of any Apps, products, or services produced by a third party, regardless of how it was provided, presented, or made available to you. You must contact the third party directly with any issue.

PAYMENTS

Payments are automatically collected from the primary payment method on file. If your account is past due, all payment methods on file may be used to satisfy the past due amount.

SERVICE REFUNDS

Twigby offers a full refund, excluding overage charges and shipping costs, within the first 30 days of service following activation. Please note that if you need to utilize this refund and are porting your number to a new carrier, the port must be complete within the 30 days in order to receive the refund and to avoid being charged for a second month of service. It is recommended to request the port at least four (4) business days or more before the 30 days has passed.

10. DISCONNECTION AND TERMINATION OF SERVICE

We reserve the right to issue a warning and to suspend or terminate your Service and access to the website or any other website we operate, or to our Service at any time if we determine in our sole discretion that you have violated this Agreement, Terms of Service or any of our rules or policies, or for any other reason in our sole discretion. You will be responsible for all usage prior to the termination of Service.

UNSOLICITED MESSAGES

If you intentionally send spam from your device, we may terminate your Service without notice. If we terminate your Service, your account will be deactivated, you will lose your phone number, and we will assess you a termination charge equal to the balance on your account, which is not refundable.

ACCOUNT SUSPENSION FOR NON-PAYMENT

If we have attempted to charge your registered payment method for a charge that we deem is authorized and valid under this Agreement, and the credit/debit card company withholds such payment, we reserve the right to suspend your access to our Service until payment is received. For a credit card chargeback, if the chargeback is not resolved and reversed, your account will be deactivated and you will continue to be liable for the balance of the account, which is not refundable. If your account is reactivated subsequently, you may be charged a fee for each chargeback. In the event of a past due balance, repeated account suspensions or cancellations for non-payment, we may, without notice, use any method necessary to collect the balance due and require additional pre-payment of funds in order to continue using or start new Service.

LOST OR STOLEN DEVICE

If your device is lost or stolen, you are responsible for charges incurred until the device is suspended. You can suspend your device by logging into your account on our website and accessing the ‘Account Settings’ menu or by contacting us through any means indicated on our website.

CUSTOMER REQUESTED CANCELLATION

If you wish to cancel your Service at any time, please contact our customer service department using any of the methods listed on our website. When your Service is cancelled, we will send a cancellation confirmation notice to the email address on file for your account. You will be responsible for all usage prior to cancellation.

FRAUD OR ILLEGAL USE

Twigby provides a reliable service to its end users and takes our responsibility seriously to protect our customers and our ability to deliver quality services at a low-cost. Most of our customers are well-intentioned users of the service as it is designed. However, to ensure low costs, Twigby must monitor, manage, and prevent fraudulent activity. Determination of what service activity, profile, or payment activity constitutes fraud or what may be considered illegal is at the full discretion of Twigby.

To identify fraud, Twigby uses a variety of proprietary tools requiring information provided by the potential customer, digital information, third-party fraud databases, account activity, and other sources. Some of these steps require that we share information to third parties to appropriately determine if transactions are, likely to be, or hold risks of being fraudulent. Only the limited information necessary for those checks and controls are released to third parties and cannot be used for any marketing purposes. Twigby requires that all information within your account be true and accurate to the best of your ability. Inaccurate information may lead to certain fraud triggers to be activated which can lead to account action.

If at the time of sale or at any point during the life of the account, Twigby has reason to believe that you or someone else is abusing the service fraudulently or unlawfully or if your form or payment for the service is cancelled, disabled, discontinued, or is considered at risk for being dishonored, Twigby reserves the right to immediately suspend, hotline, restrict, deactivate, or cancel the service and close your account without advance notice and without any liability to Twigby. In addition, if your account is related in any way to other accounts that have the above risks or actions, your account is also subject to Twigby action in a similar manner. Determining if an account is “related” is at the full discretion of Twigby.

Any cost that you have incurred whether incidental, from service payments or from device purchases is not the responsibility of Twigby and therefore Twigby cannot be compelled to reimburse those or any other expenses because of any account action.

If Twigby takes any action against your account due to suspicion of fraud or illegal activity, Twigby may share information regarding your account with law enforcement to the degree that the act of sharing does not violate any consumer protection requirements or if Twigby is compelled to share because of court orders or any other legal requirement. Twigby may also share allowed information in an effort to collect damages and/or assist in prosecution of those in violation.

ACCOUNT SIZE LIMITATIONS AND RESELL OF SERVICE

Twigby service is limited to up to 10 lines per account or credit card on file with Twigby. Business accounts that need more than 10 lines must contact support@twigby.com for a business account approval process. At no time can Twigby service be resold. If at any point during the life of the account, Twigby has reason to believe service is being resold or being used by a user that is not listed on the account Twigby reserves the right to immediately suspend, hotline, restrict, deactivate, or cancel the service and close your account without advance notice and without any liability to Twigby.

11. TAXES, FEES, AND SURCHARGES

You agree to pay all federal, state and local taxes, fees and other assessments that we are required by law to collect and remit to the government on the Services we provide to you. These charges may change from time to time without advance notice. If you are claiming any tax exemption, you must provide us with a valid exemption certificate. Tax exemptions will not be applied retroactively. You agree to pay all surcharges ("Surcharges") that may be imposed by Twigby to help defray costs imposed on us, which may include, but are not limited to: cost recovery for Federal Universal Service, various regulatory charges, Twigby administrative charges, gross receipts charges, certain taxes imposed on Twigby, and other charges for the costs we incur in complying with governmental programs as described or itemized on your bill. The number and type of Surcharges may vary depending upon the location of the billing address, and can change over time.

12. ASSIGNMENT

This Agreement may not be assigned or transferred by you. We may, however, upon five (5) days written notice to you, assign all of our rights, duties and obligations hereunder to another organization or wireless service provider.

13. YOUR PRIVACY

We have a duty under federal law to protect the confidentiality of information about the quantity, technical configuration, type, destination, and amount of your use of our Services, together with similar information on your bills. However, this privacy does not include your name, address, and wireless phone number. Except as provided in this Agreement, we will not intentionally share personal information about you without your permission. We may use and share information about you (a) in order to provide our goods or services; (b) so others can provide goods or services to us on your behalf; (c) so we or any of our affiliates can communicate with you about goods or services related to the ones you already receive; and (d) in response to written subpoenas by authorized law enforcement requiring the release of any and/or all usage details to anyone other than you. You are the only person able to make changes and/or discuss your account(s) with us. You may need to provide to us in writing authorized individuals, such as family members or authorized business affiliates, who may obtain certain information regarding your account. We do not publish directories of our members' phone numbers and therefore, you will not receive a telephone directory from us. We do not provide or sell our members' phone numbers to third parties for listings in directories or for telemarketing purposes.

14. WAIVER

No failure on our part to exercise, and no delay in exercising any right, power, or remedy hereunder shall operate as a waiver hereof.

15. ENTIRE AGREEMENT

This Agreement, including your Service Plan, Policies on our website, and the published Rates and Charges, which are part of this Agreement, contain the sale and entire Agreement between you and us. This Agreement shall not be modified or amended, except by an instrument in writing signed by or on behalf of the parties hereto or as otherwise provided in this Agreement.

16. ARBITRATION/WAIVER OF CLASS ACTIONS

Most customer concerns or disputes can be resolved through our customer service representatives. However, if either of us has an issue which cannot be resolved without third-party intervention, you and we both agree to submit to binding arbitration before the American Arbitration Association. This means that all disputes arising from or relating in any way to your Services, whether under these Terms & Conditions or not, will be resolved through arbitration, not in court or through judge or jury. Moreover, to the fullest extent allowed by law, both of us agree to waive any rights to pursue a claim arising from or relating to these Terms & Conditions or the Services as a class action; that is, you or we will not join a claim with the claim of any other person or entity or pursue a claim on behalf of any other person or entity. The arbitration shall take place in Rutherford County, Tennessee. The waivers in this section continue in force and effect after the termination of this Agreement. Only actions relating to failure to timely pay billed charges, such as service charges and related fees and taxes (collection claims), may be brought in a court; provided that all such actions will be brought in small claims or another court with jurisdiction; and further provided that if any counterclaims or claims unrelated to collection are asserted in the action by any party, then the case shall be transferred to arbitration.

17. ACKNOWLEDGEMENT

Your acceptance of this Agreement acknowledges that you have read, understood, and agree to be bound by the terms and conditions herein.

 

Privacy Policy                    Back To Top

We limit the information collected about you to only what is needed for conducting business and offering products and services that might be of interest to you. You may choose to provide individually identifiable information (such as name, address, telephone number or e-mail address) to Twigby in a number of ways through our website (by sending us an e-mail, applying for a job, etc.)

We do not collect individually identifiable information from you unless you provide it to us, nor do we sell the names and addresses of visitors to our site to unaffiliated suppliers without providing information on that disclosure where the individually identifiable information is collected.

We do collect, maintain and use customer information as necessary to provide the most helpful and targeted products and services to meet customers' needs (e.g. customer care or new products or services). We also honor customers' requests to remove their names from our telephone or mail solicitation lists, using reasonable efforts to delete the information from existing files. Please contact us to make such a request. When undertaking projects with other companies, we provide access to customer information with an understanding that our business partners will also treat the information with respect for privacy concerns.

Because we appreciate the trust you have placed in us, we continually look for ways to enhance that business relationship. So from time to time, we may let you know about a product or service. Using the information you have provided to us, we strive to limit our offers to those we think you would appreciate receiving. We want every contact you have with us to be a positive experience. So if you would prefer not to receive these value-added services, offers and opportunities, please contact us.

In addition to individually identifiable information, we may collect information automatically when a visitor enters the Twigby site, such as the domain name, browser, the type of computer operating system, information about the webpage from which the visitor linked to the site, and time spent on different pages within the site. We may use this information to evaluate and improve the site, and may share the information with business partners and others.

Children should consult with their parents or guardian before furnishing any data to us. We believe that parents should supervise their children's online activities, and may consider using one of a number of available parental control tools that provide a child-friendly online environment and can prevent children from disclosing individually identifiable information without parental consent, especially for children under the age of 13. If a child has provided individually identifiable information without the consent of a parent or guardian, that parent or guardian should contact us to request that the information be deleted from our records.

Twigby strives to form partnerships only with companies with an understanding that our business partners will treat our customers with respect with regard to privacy concerns. However, Twigby is not responsible for the content or privacy policies of other sites. You should keep this in mind when accessing sites through links on Twigby's website.

We will constantly strive to improve the services we may offer, and may update this privacy statement from time to time in connection with that effort. We reserve the right to expand our capabilities for information collection and use, and may change our policies along with this privacy statement at any time.

Information Collected on Twigby Website
When you browse the Twigby website, information is collected about your device and your visit.

We use this information for performance measurement purposes, including monitoring statistics such as how many people visit our websites, which pages people visit on our site, how much time is spent on each page, and which browsers are used to visit our sites.

Twigby and its third-party vendors also use information collected on Twigby's website to help us deliver more relevant marketing messages. These messages may be delivered on our websites or on non-Twigby websites. Certain Twigby third-party vendors may place and read cookies on our sites to help us deliver Twigby marketing messages on our sites and on non-Twigby sites. Clicking here will describe how you may opt-out of these advertising programs.

 

Net Neutrality Disclosure                   Back to Top

Twigby is committed to providing all of its customers with the best possible online experience. Twigby does not inhibit the ability of its customers to access the Internet through its wireless broadband services. Twigby permits the use of its broadband services for browsing the Internet, using email, downloading and uploading content via the Internet, accessing and using corporate email and/or corporate business applications associated with its customers’ places of employment, and other uses that are lawful and not harmful to the network or others.

Twigby allows its customers to use amounts of data to meet their individual needs. Twigby undertakes commercially reasonable efforts to ensure a high-quality online experience for all of its customers at all times. As a result, Twigby reserves the right to restrict or limit data usage and/or data throughput to protect the Twigby network or to manage network congestion on a nondiscriminatory basis at times of high usage.

All phones and devices connecting customers to network services must be technically compatible with and not harmful to our network, or violate any item in Twigby’s Terms of Service. More information about the specific devices provided for use on or compatible with Twigby can be found at its retail website at www.Twigby.com. Customers may access our Terms of Service and Pricing and Privacy policies via our website at www.Twigby.com.

Return and Warranty Policy                   Back to Top

While issues with Twigby phones are uncommon, we know that occasionally, it doesn’t work out as expected.  Therefore, Twigby wants you to be fully informed of our return policies and warranty processes.

Twigby classifies returned phones into two categories: Returns and Defective Devices.  Below are those distinct policies and definitions for these two categories.

Returns

If you buy and receive a phone but then decide that the phone or coverage is not a good fit for you, simply ship the undamaged phone back to us within 30 days of its receipt in the original condition along with the box, printed material and all accessories.

To begin the process, please contact our customer service department during our normal business hours of 8-8pm Central Time, Monday through Friday.  A member of our customer service team will then provide you with the shipping address and the Return Authorization Number, which is required for Twigby to receive the device, via email.

Any returns that are deemed to have been received in original condition with all peripheral items within the 30-day requirement will be subject to the following refund rules:

Remember that missing items or damage will likely reduce the amount of the refund.  The sum of those additional defect charges may reduce or entirely eliminate the potential refund.

When you mail the return package, make sure that your Return Authorization Number is included inside the box or written on the side of the box for recognition when the box arrives at the Twigby processing center.

Defective Devices

All warranties on devices are a matter between the buyer and the warrantor.  Below are the parties considered to be the warrantor based on your situation:

Warrantors—either Twigby or through the Manufacturer—onlycover defects in the materials or workmanship.  They never cover issues arising from damage or wear-and-tear to the device.

Warranty - Certified or Refurbished

Because Twigby offers the warranty ourselves, you should first contact Twigby to discuss the issue.  If the issue is warrantable, then the customer service agent will provide you with instructions on how to return the phone to Twigby for review, which will include a Return Authorization Number that will be used to track your return process.  Twigby will send you a new or certified phone and charge the Manufacturer Suggested Retail Price (a phone of similar capabilities may be substituted if the device is no longer in stock).  

You are responsible for sending the defective phone to the Twigby Processing Center within 21 days.  If you fail to return the original phone within that time frame, then Twigby will be unable to return the MSRP value of the returned phone.  SO PLEASE RETURN THE ORIGINAL DEVICE.  We will remind you!

Once Twigby receives the defective device, we will review the problem to determine if it is warrantable and that all peripheral elements and accessories are present.  If it is found to be warrantable, we will refund your original cost of the phone.  If the device is not warrantable or if elements are missing, we will refund the value of the phone minus the estimated repair costs and missing items.  Twigby will keep the phone.  

Warranty - New Phones

The warranty agreement on new phones is between the purchaser and the manufacturer.  However, Twigby understands the difficulty of dealing directly with a manufacturer, which is why we offer a Fast Exchange program.  For a fee of $30, Twigby will manage the claim on your behalf. If you are within the first 30 days after receipt, Twigby will waive the $30 fee for this program.

If you choose for Twigby to handle your claim, you must first contact Twigby Customer Care to discuss the issue.  If the issue is warrantable, then the customer service agent will provide you with instructions on how to return the phone to Twigby for review and will provide you with a Return Authorization Number that will be used to track your return process.  Twigby will send you a new or certified phone and charge the Manufacturer Suggested Retail Price (a phone of similar capabilities may be substituted if the device is no longer in stock).  

You are responsible for sending the defective phone to the Twigby Processing Center within 21 days.  If you fail to return the original phone within that time frame, then Twigby will be unable to return the MSRP value of the returned phone.  SO PLEASE RETURN THE ORIGINAL DEVICE.  We will remind you!

Once Twigby receives the defective device, we will review the problem to determine if it is warrantable and that all peripheral elements and accessories are present.  If it is found to be warrantable, we will refund your original cost of the phone.  If the device is not warrantable or if elements are missing, we will refund the value of the phone minus the estimated repair costs and missing items.  Twigby will keep the phone.