CONTACT US & FAQS
Knock twice, we might not hear you the first time.
The fastest way to reach us is email: hello@knocktwice.studio. A real person reads every message, and we aim to reply within 5 business days (usually sooner).
If you'd rather use a form, head to our contact page
A few answers to common questions below.
ORDERS & SHIPPING
How long will my order take to get here?
Orders leave the studio within 2–3 business days. Carriers estimate 3–5 business days after that, though 5–10 days is more realistic once everything settles out. You'll get a tracking number as soon as your order ships.
Full details: Shipping & Returns
Where's my order?
Check the tracking link in your shipping confirmation email first. If it's been more than 10 business days since we shipped and there's no movement, email us with your order number and we'll dig in.
Do you ship outside the US?
Not right now. We're US-only for the pilot. If you're overseas and really love the product, email us! We can't promise anything, but we'll see what's possible.
My order arrived damaged. Now what?
Email hello@knocktwice.studio within 7 days of delivery with your order number and a few photos (the products and the packaging). You'll pick either a replacement or a full refund, and you won't need to send the damaged product back unless we ask.
RETURNS & REFUNDS
Can I return something?
Yes, within 14 days of delivery, if the product is unused and in its original packaging. You cover return shipping. Full details in Shipping & Returns.
When will I see my refund?
We process refunds within 5–7 business days of receiving your return. After that, your bank does its part — the credit usually shows up in another 5–10 business days, sometimes a full billing cycle. If it's been more than two weeks after our confirmation email, tell us and we'll help track it down.
Can I exchange a product for a different one?
We don't do direct exchanges right now. Return the one you have for a refund and place a new order for the one you want.
THE PRODUCTS THEMSELVES
The color looks a little different than on the site. Is something wrong?
Probably not. Screens render color differently than physical objects, and materialization and finish vary naturally between products. Small variation isn't a defect, it's part of buying something real. If your product looks genuinely wrong or damaged, though, email us.
Do you make custom sizes?
Not yet through the shop. If you have a specific project in mind, email us - for the right project we might be able to help through the studio side of the business.
WORKING WITH US
Do you offer trade or designer pricing?
We do not work with designers and design-adjacent professionals through the studio at this time. That said, we’re always down to collaborate and love hearing what others have in mind, so don’t hesitate to reach out.
Can I visit the studio?
We're a working studio in Brooklyn, not a retail space - so no walk-ins. If there's a specific reason you'd like to come by, email us.
Press, collaborations, or something else?
Same address: hello@knocktwice.studio. Put "Press" or "Collaboration" in the subject line so we can route it quickly.
HOW DO I REACH AN ACTUAL PERSON?
Email hello@knocktwice.studio. We read everything, and we'll respond within 5 business days.
