In partnership with Twin Hill, Huntington has designed a Career Apparel Program to set ourselves apart from the competition by providing a professional image through our clothing and brand. Below are some Frequently Asked Questions (FAQ) for your reference. More FAQs can also be found on the Career Apparel page on Essentials.
What is my Username?
Your Username is your Huntington Bank User ID.
What is my password?
Your default password is welcome1. Once you log on, you will be prompted to change your password. If you have forgotten your password, you can use the "Forgot your password?" link to reset your password or you may contact Twin Hill Customer Service at 866.429.1024 for assistance.
When will my credit/debit card be charged for my order?
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.
Is payroll deduction an option?
No. Payroll deduction is not currently available through the Twin Hill website.
How do I view my account history and order status?
To view your account history, click "My Account" at the top of the screen once you have logged in. In the “My Order List” you will click on “View My Order History/Status”.
How do I cancel my order?
Generally, orders are shipped within 2-3 business days. If the web status of your order is "in process," we are unable to make any adjustments or cancellations.You may contact Twin Hill Customer Service at 866.429.1024 for assistance.
What about back orders?
Twin Hill and Huntington are committed to keeping backorders to a minimum. Generally backorders are filled within four weeks, but can take up to 12 weeks or more in some cases. Please check the website for the most accurate delivery dates. You may contact Twin Hill Customer Service at 866.429.1024 for assistance.
What should I do when I get my order?
Open your order right away and verify your packing slip matches what you received. Then try on all your pieces to make sure they fit. Please be cautious to not get any makeup or deodorant staining in the garment or if will not be accepted for exchange or return. If you need to return anything, please initiate the return immediately as it may take 2-3 weeks for an exchange to be returned, processed, and shipped to you. The return process is on the reverse side of your packing slip.
Twin Hill has a 90-day return policy for new/unused garments. Please initiate any returns before 90 days.
I need help determining my size. What should I do?
Retail sizing can differ significantly from brand to brand; therefore, Twin Hill sizing may not be aligned with the brands you currently wear. There is a "Fit Guide" tab on the website to assist you in determining the appropriate size. You may also call a Twin Hill Customer Service representative for guidance in determining your size; however, the size you order is ultimately your decision.
I have special size needs. Is there a solution for me?
Yes. While the vast majority of colleagues will find an appropriate size within Twin Hill's size range you can place a special order clicking Special Orders if your requirements fall outside the size range for a particular garment. Alterations to create minor customizations to the fit of your tailored apparel or shirts and blouses can be made through your local tailor. Note: Sweaters and other knitwear products cannot be altered.
Special orders are not returnable or exchangeable, so it is recommended that you consult with your Career Apparel Manager. You will need to provide measurements to Twin Hill for your order. Special size production requires up to 12 weeks. Please contact Twin Hill Customer Service at 866-429-1024 for further details.
How will alterations be handled?
If you need any alterations for your new garments, you can take them to your favorite tailor. Keep in mind, any alterations must be consistent with Huntington's Career Apparel Program guidelines. Alterations are a personal expense.
How long will it take to get my order?
All in-stock items will generally ship within 2-5 business days via FedEx Ground from Houston, Texas.
Can I trace my shipment?
Yes. Click "My Account" which is located at the top of the home screen once you have logged in and then “View My Order History/Status” Click on the desired Order Number for additional details, such as the shipment tracking number. A link to the Fed Ex website is included so you can view tracking in real-time.
What is the process for a return or exchange?
If you need to return or exchange your Twin Hill product(s), please follow the instructions below.
If a garment has been soiled, washed, worn or altered in any way or if the tags have been removed, it cannot be returned for exchange or credit.
If the wrong size or incorrect item is ordered, Twin Hill will exchange the garment if it is returned within 90 days of receipt. The colleague must cover the cost of return shipping.
Defects or Faulty Construction
If the garment has a manufacturer defect such as missing buttons, broken zippers or other faulty construction, Twin Hill will exchange the garment if it is returned within 90 days of receipt.
Please contact Twin Hill's Customer Service Department at 866-429-1024. Twin Hill will pay for return shipping by emailing you a prepaid return label, then quickly repair or replace the damaged merchandise. To expedite the process, when speaking with the 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
Return and Exchange Form
The packing slip is printed with a return and exchange 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.
Twin Hill Returns
Houston, TX 77081
1. Huntington shipping services should not be used for returning apparel. Colleagues are responsible for return shipping charges.
2. Normal freight charges apply to all outbound shipments from Twin Hill at the colleague's expense to include exchanges. The only time the outbound freight charges will not be billed to the colleague is in the event of a Twin Hill error on the original order processed.
You may also initiate a return/exchange on the website by Clicking "My Account" which is located at the top of the home screen once you have logged in and then “Return and Exchange Request”.
Can I wear my own clothes?
You can wear your own black pants, skirts and suiting. All other clothing, including all shirts, blouses, sweaters, shells, ties and scarves must be from the Huntington Career Apparel collection.
I would like to wear a suit. Is this OK?
Absolutely! Black suits are acceptable. You may wear your own, or, there are two suit options available for men and women on the Twin Hill website.
Can I wear other colors besides black pants or skirts?
Black is the ONLY color colleagues may wear with their Huntington Career Apparel. It was selected for pants, skirts and suiting because it's universal, easy to maintain and easy to find. Having all colleagues in black also helps support a consistent brand experience in all branches.
Do shirts have to be tucked in?
Men's button-up shirts have an uneven hem and must be tucked in. Women's shirts that have neat, even hems may be worn tucked or untucked.
Can I wear my own accessories, like holiday pins or jeweled broaches?
You may wear your own accessories, but please keep them minimal, professional and tasteful. The Huntington logo should not be covered by accessories. If you have any doubt about whether an accessory is acceptable, please consult your manager.
Are men required to wear a tie?
Yes, men are required to wear a Huntington branded tie.
Am I required to wear a name tag? Where should it be worn?
Yes. Name tags are required as part of the Career Apparel Program. Your name tag should be worn on the right side of your outer-most garment; either on your shirt, blouse, jacket or sweater.
May I wear Huntington Career Apparel outside the branch for everyday purposes?
Career Apparel may NOT be worn outside a Huntington work location except to and from work, on breaks and lunches while at work, and when representing and/or working on behalf of Huntington. Examples of this include Huntington-sponsored events, business development calls, Huntington at Work presentations and Rotary/Chamber of Commerce meetings.
Can Huntington Career Apparel be donated?
Apparel that is gently worn may be laundered and distributed to others in your District or Market. If you leave the company you must turn in your clothing. This does not apply to clothing or other Huntington logo items that are purchased outside the Career Apparel Program. Please return the items to your manager, or interoffice/mail them to Attn: Career Apparel (EA5W89), 7 Easton Oval, Columbus, OH 43219.