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 2-4 business days to process an in stock order, and approximately 2-4 weeks for pre-order.

Outside of busy gifting seasons or during major sales, many in stock orders placed prior to 12pm PST, Monday - Friday will ship within one business day.

We do not ship on weekends or major holidays.

LOST PACKAGE

If you received a delivery notice but can't find your package, please enter your tracking number into the carrier's direct tracking page (Ex. ups.com), as they will have the most up-to-date-info and will sometimes include a photo of the location where your package was left. If no photo is included on your tracking page, please check around the perimeter of the delivery address as well as with neighbors. You can also contact the carrier for more information.

If you added Insurance at checkout, your package is automatically protected and a replacement order will be placed for you within one business day of filing your claim. If you opted out of insurance, your replacement is subject to a fee (calculated and based on value) and mandatory insurance on your replacement order.

Please reach out to our Customer Support Team once you know your package is irretrievable and we will file a claim on your behalf. You have the option to receive a replacement order, or a refund (less shipping) to your original form of payment.

Please Note: We do our very 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. Depending on the carrier and speed chosen at checkout, these fees may be added to your order at the time of checkout and cannot be refunded if during a return or exchange.