July 31, 2015

Dear Customers & Friends,

In 2012, we founded Twice in a small Oakland warehouse. We slept on futons in our offices, and used the kitchen to store inventory. We offered 24-hour customer service because we figured that no one would ever call in the middle of the night (we were wrong). Every afternoon, our USPS driver would call us when she was 15 minutes away — enough time for us to run downstairs and pack up all our orders for the day.

Over the past three and a half years, so much has changed. We’ve expanded from women’s clothing to shoes, handbags, and men’s fashion. We’ve bought and sold millions of pieces of clothing from customers in every state and a dozen countries. And we’ve attracted some of the best investors, advisors and employees in the world.

But some things haven’t changed. Our vision for Twice has always been to make selling as easy as shopping, and to make buying used feel like buying new. Today, we’re announcing the next step toward that vision — our technical leadership and engineering team will be joining eBay to help power eBay Valet, and Twice has shut down.

Thank you so much for your support over the years — we never could have gotten here without you, and we’re incredibly grateful to everyone who’s helped us along the way. And stay tuned for some exciting announcements at eBay Valet.

Sincerely,

Noah Ready-Campbell and Calvin Young
Twice Founders

Common questions

I made a purchase recently and haven’t received it. Is it still on its way?

All orders will be shipped by August 7th, 2015, and can be tracked using the tracking number included in your shipping confirmation email. Note that all orders placed since July 20th, 2015 are final sale, and no refunds will be offered.

I sent a return recently. Will it still be processed?

Returns must be received by August 7th in order to be processed for a refund. Our warehouse will be closing on that date, so unfortunately any returns received later will not be processed. Note that all orders placed since July 20th, 2015 are final sale, and no refunds will be offered.

I have a check from a previous sell order that has not been deposited yet. Can I still deposit it?

Valid checks issued from Twice for sell order payments can be deposited until September 11th, 2015.

I haven’t responded to my sell order. What happens to it?

Any sell orders that haven’t been responded to will automatically be donated to Goodwill. Donation receipts can be downloaded here, and will be available for download through August 21st, 2015.

I still have Twice store credit. What happens to it?

If you have Twice store credit that you earned from selling your clothing to Twice, from a purchase refund where your original payment method was PayPal or credit card, or from a gift card that you or a friend purchased, you’ll be able to redeem your store credit for the equivalent cash value. Any store credit that you have from marketing promotions, referrals or any other source will not be redeemable.

Redemption requests must be received by August 21st, 2015, and all redemptions will be issued by paper check. Checks must be cashed by September 11th, 2015. Later redemption requests will not be honored. For more information, and to redeem your store credit, click here.

I still have questions. Can I email or call you?

We no longer offer support via phone or social media. We will be responding to urgent email support inquiries through August 7th, 2015.