Wednesday, October 18, 2017
Customer Service Portal Customer Service Portal Twin-Star Customer Service online resource to Order Parts, Product Registration, and to request Product and General information.

Terms of Use

Welcome to our website, tsicustomerservice.com. If you continue to browse and use this website you are agreeing to comply with and be bound by the following terms and conditions of use, which together with our privacy policy govern Twinstar International’s relationship with you in relation to this website. The use of this website is subject to the following terms of use:

  • The content of the pages of this website is for your general information and use only. It is subject to change without notice.
  • Neither we nor any third parties provide any warranty or guarantee as to the accuracy, timeliness, performance, completeness or suitability of the information and materials found or offered on this website for any particular purpose.
  • You acknowledge that such information and materials may contain inaccuracies or errors and we expressly exclude liability for any such inaccuracies or errors to the fullest extent permitted by law.
  • Your use of any information or materials on this website is entirely at your own risk, for which we shall not be liable. It shall be your own responsibility to ensure that any products, services or information available through this website meet your specific requirements.
  • This website contains material which is owned by or licensed to us. This material includes, but is not limited to, the design, layout, look, appearance and graphics. Reproduction is prohibited other than in accordance with the copyright notice, which forms part of these terms and conditions.
  • All trade marks reproduced in this website which are not the property of, or licensed to, the operator are acknowledged on the website.
  • Unauthorized use of this website may give rise to a claim for damages and/or be a criminal offence.
  • From time to time this website may also include links to other websites. These links are provided for your convenience to provide further information.
  • They do not signify that we endorse the website(s). We have no responsibility for the content of the linked website(s).

* You may not create a link to this website from another website or document without Twinstar International, Inc. prior written consent.



Policy Terms


Return Policy

Since Twin Star International does not charge for fireplace insert and/or other electrical parts, returns by the consumer are not necessary. Parts are supplied to consumers during the warranty period at no cost (S&H is prepaid by Twin Star). Out of warranty parts incur only a nominal shipping and handling charge. Electrical parts should only be returned at Twin Star’s request.

Refund Policy

Twin Star International does not charge for fireplace insert and/or other electrical parts, therefore we do not offer refunds. Shipping and handling charges are non-refundable.

Cancellation Policy

Twin Star International will cancel a consumers order upon request. Twin Star only charges a nominal shipping and handling charge. Once an order has been shipped an order cannot be cancelled.

Delivery/Shipping Policy

Twin Star International makes every effort to ship all part orders within 72 hours of receipt. All orders are sent via UPS ground and tracking information will be sent to customers who provide us with a valid email address the day the package leaves our facility.



Privacy Policy

Our Privacy Policy was developed as an extension of our commitment to combine the highest quality products and services with the highest level of integrity in dealing with our customers, partners and visitors to our Web site. This Policy will help you in understanding how we collect, use and safeguard the personal information you provide to use and to assist you in making informed decisions when using our site and our products and services.

What Information Do We Collect?

Two types of information may be collected while visiting our Web site: Web site use information and personal information you knowingly disclose.

We collect and store information such as Internet domain, IP address, browser type, operating system used, date and time you access our site, pages visited, and links.

Personal Information Voluntarily Provided:

If you provide us with personally identifiable information, for example by sending an e-mail or filling out a form and submitting it through our Web site, we use that information to respond to your message and to help us provide you with the information and services that you request.

Use of Web Site Information Collected

Twinstar International Inc. will use the personally identifiable information submitted by you solely for the purpose for which you have provided it, whether it be to subscribe to a service, request information, etc. We may also use the information you provide to use to contact you for reasons related to your original communication to us. Additionally, we may periodically send you promotional e-mail about existing or prospective products and services offered by us and our advertisers, as well as to obtain information to better understand our users. We may also use information you provide to serve your advertisements, and, if you have given your consent for us to do so, to send you e-mails concerning offers from our partners and other third parties that we think may be of interest to you. We may disclose all of the information we collect about you to our affiliates who offer related goods and services, and to nonaffiliated third parties that perform services on our behalf, including marketing services.

Use of Your Email List Information

Twin-Star does not rent or sell any email addresses or other contact information that you provide regarding your customers. At all times, you retain ownership of your lists and list information.

E-mail and Direct Response Contact

All of our direct response methods are opt-in. If you subscribed to our e-mail newsletter(s) but do not want to receive it in the future, please follow the “unsubscribe” instructions contained in the newsletter(s).

Postal Address Collection and Use

If you supply us with your postal address on-line, we will use it to send you the information for which you provided us your address. If you supply us with your telephone number on-line, we will use it to contact you with information regarding your account, orders your have placed, or with information regarding your inquiry. We may send you information about additional services that we offer, but we will not rent or sell your contact information to any third parties without your permission.

Copyright and Trademark Infringement

Anyone who displays, reproduces, copies, creates derivative works, or sells our textual, photographic, video or audio visual programs for commercial or non-commercial purposes without our permission violates the copyright laws and is liable for copyright infringement.

All content and photographs provided by our customers is deemed to have appropriate copyright/authorization to be published. We are not responsible for files (including but not limited to photos, content, images, et al) provided by our customers and used on their websites or in their printed materials.



Our Commitment to Accessibility

Twin-Star International is committed to making our website’s content accessible and user friendly to everyone. If you are having difficulty viewing or navigating the content on this website, or notice any content, feature, or functionality that you believe is not fully accessible to people with disabilities, please call our Customer Service team at 866-661-1218 or email our team at TSIaccessibility@twinstarhome.com “Disabled Access” in the subject line and provide a description of the specific feature you feel is not fully accessible or a suggestion for improvement. We take your feedback seriously and will consider it as we evaluate ways to accommodate all of our customers and our overall accessibility policies. Additionally, while we do not control such vendors, we strongly encourage vendors of third-party digital content to provide content that is accessible and user friendly.

  • Product manuals
  • FAQs
  • Help Videos
  • Manufacturer Warranty
  • PO Tracking
  • Product Registration
  • How To Navigate The Customer Service Portal
  • Retailers Return System
Copyright © 2013 Twin-Star International, Inc. All Rights Reserved | Terms of Use | Privacy Policy | Accessibility

1690 South Congress Ave - Suite 210 | Delray Beach, Florida 33445