Shipping policy

THUYA NYC LLC

SHIPPING POLICY

The following sets out the shipping, return and refund policies that apply to purchasers who make purchases at the ThuyaNYC.com website (http://ThuyaNYC.com). If you have any questions, please contact Thuya NYC LLC customer service at support@ThuyaNYC.com.

International customers: the shipping of an item may be subject to certain import taxes and duties. It is the purchaser’s responsibility to pay these fees. Please ensure to check with your local customs office prior to placing any orders, as these fees and costs may be significant, and Thuya NYC LLC is unable to calculate these fees and costs.

Order Process

All orders received Monday through Friday will be fulfilled in 48-72 hours. Once your order has been processed, and is ready for shipment, you will receive tracking information you can use to track your order. At that point, as further described below, you will have to contact USPS or UPS directly if you have any issues with your package.

Waiver

By making purchases at the ThuyaNYC.com website, purchasers expressly release Thuya NYC LLC from any liability in connection with any damage or loss, including if the items are actually lost, that may be sustained once the items are shipped. Items are deemed shipped when tracking information is assigned to the item by USPS or UPS. Once that tracking information is assigned to the item, Thuya NYC LLC is not able to modify, in any way, the address that the purchaser had provided.

If shipping information provided by the purchaser is incorrect, incomplete or otherwise erroneous, however slightly, purchasers expressly release Thuya NYC LLC from any lost or otherwise unarrived packages.

Please note that shipping fees are non-refundable when a package is returned due to an incorrect address.

Order Tracking

Orders may be tracked in the following ways:

When Thuya NYC LLC ships orders, we notify you via email. Please check your inbox for an email from “Thuya NYC.” The tracking information will be included in that email. If you do not receive an email, before contacting us, be sure to check your Spam folder.

You can log into your Thuya NYC account using your laptop or a mobile device, and navigate to My Orders>View Your Order History. Then, purchaser can click on the view icon for tracking information.