THATCH is dedicated to making sure your order is processed, shipped and received quickly and efficiently.

DOMESTIC SHIPPING

US orders default to a $12 flat rate Ground speed shipping charge. If expedited shipping is chosen, the travel time, Two Day or Next Day, will begin once the package has been received by the carrier. Please allow 1-2 business days to process an in stock order, and approximately 2-4 weeks for pre-order.

Many in stock orders placed Mon-Fri, prior to 12pm PST will ship the same day.

In stock orders placed after 12pm PST will ship on the next business day. We do not ship on weekends or holidays.

LOST PACKAGE

If your order has been delivered but can't be found, please check with neighbors as well as around the perimeter of the delivery address. Refer to Details in the tracking number provided when your order shipped and contact the carrier for more information.

If you added Route Package Protection at checkout, your package is fully protected. Please file your lost or damaged package claim HERE.

THATCH is not responsible for lost or stolen packages that do not have Route Package Protection. Please contact the carrier to file a lost package claim. Once your claim is filed, please contact our Customer Support Team and a replacement request will be issued for you.

Please Note: We do our best to handle lost package claims as quickly as we can, but there is no immediate solution.

INTERNATIONAL SHIPPING

International shipping fees are generated at checkout and are determined by the carrier based on the delivery location. Duties and taxes may be incurred on your shipment that you will be responsible for. THATCH does not have control over these fees, as they and are issued and vary by country of import. These fees will be added to your order at the time of checkout and will not be refunded during a return or exchange.