Frequently Asked Questions (FAQ)



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Your credit/debit card will be charged for garments when they ship. If a large order was placed using personal funds there could be multiple shipments resulting in multiple, partial charges to your account. When the order is initially submitted; our system does call out for an authorization before 'accepting' or processing the order. This does have an impact on your credit/debit account in that the authorization diminishes your available credit or ability to purchase by the amount authorized. This is usually less impactful on a credit account as it simply reduces the available credit however; on a debit card, the authorization shows up as a pending transaction on your checking account which is commonly misconstrued as the "billing". If the pending transaction drops off before the items actually ship and bill (the pending status timeframe varies from one institution to another but is generally 10-30 days), you may experience a shortfall if you haven't properly accounted for the expenditure .


Where do I find the Men's Wearhouse store nearest me?
Phone 1-800-776-7848 or visit www.menswearhouse.com from a home computer and click Store Locator. A link to the Men's Wearhouse locations can also be found at the bottom of the Publix/Twin Hill home page.


I've forgotten my password. What can I do?
You can subsequently go to My Account and change this new password to one with which you might be more comfortable. Please make sure your password is a minimum of six positions.


What is the process for a return or exchange?
If a garment has been altered in any way, including a hem, it cannot be returned for exchange or credit. Garments embroidered with logo cannot be returned for exchange or credit, except under these conditions: If your new garment has a manufacturer defect such as missing buttons, broken zippers or other faulty construction, Twin Hill will exchange the garment as long as it has not been worn, laundered, dry cleaned or altered. For worn garments with a manufacturer defect such as missing buttons, broken zippers or other faulty construction, Twin Hill will exchange any garments with manufacturer's defect within 90 days of receipt. The reverse side of all packing slips is printed with a return and exchange (if applicable) form. Please follow the instructions on the form and return your garments to the Twin Hill Distribution Center for processing. We recommend that you use a return carrier that provides tracking information and guaranteed delivery (such as UPS or FedEx). Items that have been worn, altered, laundered or dry cleaned will not be accepted for return, unless defective. All acceptable garments returned will be processed for credit or exchange as indicated on the form.

Return to:
Twin Hill Returns
5630 Renwick
Houston, TX 77081


When I placed my apparel order, I noticed that the availability information indicated: UNKNOWN ETA. What does this mean?
Unknown ETA indicates that, temporarily, we are out of stock without a valid delivery date for additional product. Typically, this type of situation is resolved within a few days. If you log back in and check on the status of your order at a later point, you will see the applicable delivery date. I received my order from you and one of the items appears to be defective. What can I do? Twin Hill has a 100% guarantee on its quality and workmanship. If you experience any problems with the quality or workmanship of any Twin Hill product, please contact Twin Hill Customer Service at 1-888-206-0699. We will quickly repair or replace the damaged merchandise.
To expedite the process, when you are speaking with our Customer Service Department, please have the following information available:

• Packing slip or invoice number
• Your name and telephone number
• Reason for the return
• Item(s) being returned


I started to place an order on the web and had to leave my computer. Do you save the information I've entered?
Yes. Information is saved for 24 hours, unless you complete the transaction or logout.


How do I cancel my order?
Generally, orders are shipped within 48-72 hours for available product. If embroidery is required for the garment, please add an additional 24 -48 hours for processing. However, if your order has not been processed for shipment, we may be able to adjust or cancel the order. If the web status of your order is IN PROCESS, we are unable to make any adjustments or cancellations. Please contact Customer Service at 1-888-206-0699.


I have some questions as to how I can determine proper size, can you help?
Yes. Simply refer to the FIND THE RIGHT FIT link on the website homepage or call Twin Hill Customer Service at 1.888.206.0699 and we will be pleased to assist you.


Will my size information be available on the TwinHill site?
Yes. Your exclusive Twin Hill account will include a record of all transactions with us, including your size and item purchase history.


Can I trace my shipment?
Yes. Follow the links on the website and navigate to the Order Inquiry location which will allow you to locate and trace any shipment.


How long should I allow for my order to arrive?
Once the product has left the warehouse, you should expect the package to be delivered within 7 business days. You will receive an email notification confirming that your shipment is end route with links to tracking information.


How do I check the status of my order?
To check the status of your order, go to the Check Order Status page.


How do I view my Account History?
To view your Account History, go to the Check Order Status page.


Why do I need an employee ID to use the Coupons on the website? How do I get one?
When taking advantage of the promotion. Please present the coupon to the store associate at the time of checkout to have the discount applied.


What are collar stays?
Collar Stays are strips that are rounded at one end and pointed at the other. The collars stays are used to stabilize the collar's point in male shirts by inserting into a specifically made pocket on the underside of the collar.


Where can I obtain additional collar stays?
The majority of the uniform shirts already contain plastic collar stays but additional collar stays will be provided in each package when it ships. If additional collar stays are needed an associate can contact customer service to request more at 1-888-206-0699 or visit a Men's Wearhouse store. Metal Collar Stays, which tend to last longer, can be purchased at an additional cost by visiting a a Men's Wearhouse store location or the Men's Wearhouse website at www.menswearhouse.com


Still have questions or need help?

Contact Customer Service via email by using the CONTACT US tab on the home page or call 1-888-206-0699

Thank you for your valued business. We hope these FREQUENTLY ASKED QUESTIONS have been helpful.