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 the busy Holiday Season, many in stock orders placed Mon-Fri, prior to 12pm PST will ship the same 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 Insurance at checkout, your package is fully protected and a replacement order will be issued within one week 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. Lost packages cannot be refunded.

Please use the tracking page from your delivery confirmation to contact the carrier and file your 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. 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.