Contact & FAQ
All sales made at the Festival are final. We cannot exchange/refund any purchases made at the festival. Exchanges for items purchased at the Festival can only be made at the Festival.
If you have non-merchandise questions about tickets or the event, please email info@twostepinn.com.
FAQ's for Merchandise
When will my merch order ship out?
All orders currently placed are pre-orders, and most will begin shipping in mid-June. Most orders of in-stock merchandise ship out within 72 hrs following order placement.
When will I receive my merch order?
Once you receive a shipment confirmation email, it usually takes 5-10 business days for delivery.
For any questions about your order please email us at shop@twostepinn.com.
When will I receive tracking for my merch?
When your order ships you will receive an email with your tracking number included.
Can I change or cancel my order after it is placed?
No, once an order has been placed it enters a very automated system and no changes can be made to the contents of the order nor the shipping address.
Can I return my merchandise?
Yes, please follow these instructions:
Any unopened/unworn item shipped to a USA destination can be returned for any reason within 14 days of the shipping date
* Defective items can only be replaced by the same item.
* Wearables may be returned only if they are in new condition (unwashed and unworn).
* Please include a note clearly stating what you want to happen and include your order number or a copy of the original invoice.
* Shipping and Handling fees can not be refunded
* Within 2 weeks of receipt of your return, you can expect to receive a credit for the returned item(s).
* Send Merchandise returns to:
Cart.com - Two Step Inn/Returns
4801 Freidrich Lane
Building 3, Suite 324
Austin, TX 78744
Can I exchange my merchandise for something else?
Yes, an exchange is a 2 step process:
- Return the original purchased item, per the instructions above under the heading: "Can I return my merchandise?"
- Place another order for the item you prefer to have.
What happens if I order something out of stock?
We work hard to prevent this from happening. Occasionally, however, orders will slip through that contain out-of-stock items. In these instances, we reserve the right to cancel either the out-of-stock item(s) or your entire order; we will, of course, also issue a refund to your credit card for any items we cannot ship. We will also contact you to let you know that we have modified your order.
Can I place an order and pick it up at your warehouse?
Sorry, no. All orders must be shipped.
For any customer service inquires not answered above, you can contact:
shop@twostepinn.com
Monday - Friday 8am-5pm cst
We attempt to answer all inquiries within 24 hours of receipt and appreciate your patience.