If you haven’t received a confirmation email within a few minutes of placing your order, please check your spam or promotions folder—sometimes it ends up there. If you still don’t see it, make sure your email address was entered correctly at checkout.

Still can’t find it? Reach out to us at support@thuyanyc.com and we’ll be happy to help confirm your order.

Thuya NYC is based in New York City, and all orders are shipped directly to your doorstep from our NYC location.

We believe in beautiful brows and lashes—and fast shipping. Orders typically ship within 1–3 business days, and we offer fast, trackable shipping options across the U.S.

When we ship your order, you will receive a notification email from Thuya NYC. This email will contain your tracking number and other relevant shipping details. Please check your email inbox, including the spam folder, for this notification.

We’re sorry to hear that! Sometimes carriers mark packages as delivered a bit early. Please double-check your surroundings, mailroom, front desk, or with neighbors.

If it still hasn’t arrived within 24 hours, contact us at support@thuyanyc.com—we’ll be happy to assist you and investigate further.

To cancel your order, please email our support team at support@thuyanyc.com as soon as possible. We will do our best to accommodate your request. However, please note that if your order has already been processed and shipped, we will not be able to honor the cancellation.

Thuya NYC accepts returns and exchanges of completely unopened products within fourteen (14) days of the original order date. To learn more please visit our Return/Refund Policy.

Yes! If your work is featured on @ThuyaNYC Instagram timeline (main feed), you may be eligible to receive a gift card as a thank you. We love showcasing professionals who use Thuya products with skill and creativity.

We occasionally offer exclusive promotions, discounts, and limited-time sales on ThuyaNYC.com. Be sure to join our mailing list and follow us on Instagram @ThuyaNYC to stay updated on current offers and new product launches.

We carefully vet our partners. To be considered, you must meet certain requirements, including professional experience, a storefront or studio, and a strong purchase history. Contact us for more information.