Frequent Asked

Here in the support team, we’ve found that some questions pop up pretty regularly.

You’ll find those questions, and their answers, right here.

Q. Can I ship to two different addresses?

A. If you and your partner live far away from each other, sending the set of Totwoo to the same address can sometimes be an inconvenience. It is possible to ship to 2 different addresses, but you need to pay extra shipping fee. And you need to do is create one order for a Totwoo Single, send it to yourself. Meanwhile, leave us a message or email us and we will create another order for your partner with their delivery address afterward.

Q. Why I can’t receive the confirmation code?

1. Are you having trouble getting your code via text message to authenticate your profile? Here’s what may be causing the problem.

Step 1: Check your phone number

Make sure your phone number was entered correctly with the right country code. 

Step 2: Check for a good Wi-Fi or mobile data connection

• Check your settings: 

- Either Wi-Fi or mobile data needs to be on. 

- Airplane mode needs to be off. 

• Move to where you have a better connection. Your Wi-Fi or mobile data icon should have at least 1 bar. 
• To test your connection, open a browser, like Chrome or Safari. Go to a website and see if it loads.   

Step 3: Check that you can get SMS texts 

• Check your settings: 

- Cell signal needs to be on. 

- Airplane mode needs to be off. 

• Ask a friend to text you to make sure your phone is working.

Step 4: Check if your carrier hasn’t disabled Short Code messages on your account.

• Carriers like T-Mobile may disable the receiving of Short Code messages by default. Should this be the case, contact your respective carrier and inform them that you would like to start receiving Short Code messages.

If none of the above solve the issue,  please contact us via email: support@totwoo.com

Q. The App not available on android?

Step 1: Cope the download link  https://totwooglobal.store/pages/app-download  

Step 2: Go to the other browser (not Google), paste the link

Step 3: Click Google Chrome to download the APP (as the picture shows below), and the app will be downloaded to your phone

Step 4: Wait until it’s down, then you may open and use the app

 
Q. Do I have to be in a relationship to use Totwoo smart jewelry?

A. No, we’ve designed the Totwoo smart jewelry to help any two people grow closer together, no matter who they are or where they are. So you can share a pair with a best friend or a family member, as long as both of you are comfortable and want to feel closer together.

Q. Do you need Wifi?

The Totwoo smart jewelry need to be connected to a compatible smartphone, with either a wi-fi or 4G connections to send and receive touches.

Q. Does the app need to be running in the background?

A. Yes, the app needs to be running in the background. If you need help setting up your device please contact us via email: support@totwoo.com

Q. Will the Totwoo smart jewelry work if they are far apart?

A. Yes, as long as the Totwoo smart jewelry is correctly set up within the app with either Wifi or mobile connection, you’ll be able to connect with each other. No matter what the distance between the two of you is.

Q. Can the Totwoo smart jewelry be set up while we’re apart?

A. Yes. As long as the Totwoo smart jewelry is correctly set up within the app with wifi or mobile connection, you’ll be able to send and receive touches to each other. You don’t need to be near each other to set up.

Q.How far away can I keep my Totwoo smart jewelry and phone?

A.At this time our bracelets have approximately a 10 ft or 1-meter range. If you wander off too far from your phone you will not be able to send or receive touches. Don´t worry missed touches are registered in the app

Q. Can I connect with more than 1 person?

A. Right now, the Totwoo smart jewelry only work in pairs. But we are contemplating a family solution for the future.

Q. How long does the battery last?

A. Depending on how frequently you use it. The products should last 48-72 hours before needing to be charged.

Charging time: Around 1 hour to fully charge.

Ordering & Payment

Can I remove item from the shopping cart?

Yes. if the order is not placed, you can remove the item from the shopping cart. But once you have placed the order, you can't delete any item from the order.

Can I modify or cancel my order?

If you did not pay for the order, then you can modify and reorder.

If you finish the payment for your order, you can cancel or modify it in 24 hours for any reason. If more than 24 hours, or you can connect us "support@totwoo.com”.

Can you custom make the items?

Sorry that we don't provide custom-made service at this time. The items are just same as our website displayed and same as the description on our website.

If I want to change information (such as shipping address, shipping method) of a paid order, what can I do?

What kind of secure payment methods do you accept?

We use PayPal to facilitate our payment process. You can also use Credit Cards, Debit Cards, PayPal Wallet, Bank Account, E-Check, and any other payment methods that PayPal supports to complete your order on our website. And we also support Credit/Debit card of Visa Card, Master Card, JCB, Maestro.

How do you secure my payment information?

We do not process any of your payment information.

Why do I get less refund for the items sometimes?

• Please be noted if there is a discount for your order, we will refund you the amount with the discount, that means we will refund what you actually pay for each item.
• The fees charged by PayPal or your bank card. 

Shipping & Handling

Where does my order ship from?

Our main fulfillment center is located in China. All our totwoo jewelry are shipped from our fulfillment center .

What delivery companies do you use?

We only use safe and reputable delivery companies like DHL.UPS. USPS, Postal Mail etc.

How much is the shipping fees?

It depends on weight and distance. And you can see the exact fees when choosing the shipping method. Any order over $50 can enjoy free standard shipping in our website now!

Is there any additional fee or tax?

For most of the countries, our customers do not need to pay for importing fee. duties or VAT (Valued Additional Tax). However for some European countries, our customers may need to pay the duties or VAT according to your countries' levying rules.

Do you ship to PO BOX and APO/FPO/AFP military addresses?

We can only ship to those addresses by standard shipping (about 2 weeks for delivery). If you want to receive the items by expedited shipping(in 10 days), please provide a physical address.

How do I track my order status?

Once the order is placed, you will receive an email about the order information. You can also Log in to our website and track your order under 'My Account> Order history" on the top right side of our website. Once the order is shipped, you will receive a shipping email with the tracking number for your package.

Customer Support

 What if I encounter other problems on totwooglobal.store?

Please take a picture of the problem you met or screenshot and send it to support@totwoo.com so that we can handle the issue ASAP.