Shipping & Return
Shipping
Processing Time
The processing time varies from product to product. Personalized or engraving orders may take 3-10 working days. After your order is shipped, you will receive a shipping notification sent to your email address informing you of tracking information.
Shipping Time
We ship worldwide.
Free Standard Tracked Shipping on all orders.
Standard shipping air mail (7-15 business days).
Many factors can affect transportation time. We make every effort to ship your product out as soon as possible.
Order Changes & Cancellations: If you need to change or cancel your order, you must notify us within 24 hours of placing the order, otherwise we may not be able to cancel it, as it may be in production.
Customs/Duty Fees： Customs taxes, duties or import charges are the responsibility of the customer to be paid. We do not cover any additional charges or costs for the final delivery of the package to your destination or country. Please note that we have no control over how your country charges duty and we cannot estimate the amounts. If the package is returned due to refusal of customs fees and taxes paid, a refund will not be applicable.
Delayed Package： All estimated delivery dates are calculated based on average manufacturing times and your selected shipping method, and do not account for delays caused by vendor service disruptions and/or weather delays.
Lost Packages: If an order is marked as delivered but the buyer didn't receive it, it is the buyer's responsibility to contact the post office to find the package.
In the event a package has been lost, missing or can’t confirm delivery with tracking we will process a reshipment of the order. Packages that show a confirmed delivery from the carrier will be subject to investigation and not eligible for a refund until resolved. Should your package not show up, or arrive damaged, please contact us at: info@thvoy.com with your order number.
Any other Question？
Please feel free contact to us, we are here to help! Send a message on our website or email to info@thvoy.com
Return & Exchange
At Thvoy.com, we offer a 100-day return and exchange policy, so you can be assured that your purchase is just right. If for any reason you are not satisfied with your purchase, simply return it within 100 days for an exchange or full refund. For eligible orders, our return and exchange policy timelines begin when your purchase is available for shipment or pickup.
The policy begins from the date of purchase. Please see whether either of these pertain to you and if the item(s) are covered by our 100-Day Return Policy.
Customized items are eligible for returns only, not exchanges.
Cancellation
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We accept cancellation before the item is shipped or produced.
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Please note that you couldn’t cancel or change your purchase once we ship out your order.
The following situations are covered by our 100 Days FULL COVERAGE Return/Exchange Policy. (Thvoy is responsible for return postage fees, and replacement fees)
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You received the wrong order or product(s)
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You received any broken items, or the quality of the products you received is poor.
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We will only exchange the item(s) for the same product or item(s) with equal or less value.
The following situations are covered by 100 Days LIMITED COVERAGE Return/Exchange Policy. (Customers is responsible for return shipping cost and replacement cost)
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You selected the wrong product(s) or size.
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Personal reasons such as change of personal taste, change of mind or you do not see the detailed description, etc.
The following situations are not covered by 100 Days Return/Exchange Policy
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The product is damaged by long-term exposure to corrosive liquids or chemicals, such as bathing, swimming, seawater, hot springs, etc.
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The product is damaged due to incorrect use or incorrect maintenance.
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Items that have been modified, engraved or resized.
Return & Exchange Service Procedure
1. To request a return, please contact our customer service. Our representative will contact you via email and provide instructions within three working days. And we will provide the return address in the email. If it is a quality problem, please provide the order number and attach a clear photo of the item representing the problem.
2. After the customer receives the response to the processing result, please ensure that items are sent back within seven days from the date the return was processed. Returned items should be kept in their original condition when received(Including promotional gifts).
3. Please make sure you provide us with the tracking number and receipt after you return.
4.If exchange, after we receive the returned goods, we will re-deliver the goods and update the tracking number within three business days once the confirmation is correct.
After-sales contact information
Email: info@thvoy.com
Note: Please contact our customer service first for any return application. Any return or exchange without prior application will not be accepted.