Shipping policy

Last Updated: April 20, 2026

At Thoa Home, we prioritize the integrity of the making process. Because our window treatments are handcrafted to your specific measurements in our family-owned workshop in Vietnam, they require a dedicated production window.

All orders are shipped via major express couriers (such as DHL, FedEx, or UPS) or specialized freight delivery, depending on the size and volume of the shipment.


1. PRODUCTION TIMELINES

  • Standard Collections: Total lead time is 3 to 6 weeks, inclusive of production and shipping.

  • The Bespoke Studio: Complex or high-volume custom orders typically require 3 to 6 weeks in production, plus shipping. 

  • Timeline Confirmation: Your estimated lead time begins the first business day after your order is confirmed and payment is received.

  • Seasonal Pauses: Please note that our workshop operations pause for major regional holidays, most notably Lunar New Year, which typically falls between late January and mid-February. Orders placed during this window will experience an additional 3 to 5 weeks of processing time. We will notify customers of these pauses during the checkout process.


2. SHIPPING & DELIVERY

  • Domestic (US): We offer complimentary standard shipping on all orders within the United States. Once your order leaves our workshop, transit via express air freight typically takes 3 to 7 business days.

  • Tracking: You will receive a shipping confirmation email with a tracking number the moment your order is handed to the carrier.
  • International: For shipping outside of the United States, please contact us at hello@thoahome.com for a custom quote.


3. THE HAND-OFF & TRANSIT

  • Risk of Loss: Once an order is collected by the carrier, the legal title and risk of loss pass to the customer.

  • Address Accuracy: We ship to the address provided at checkout. Thoa Home is not responsible for delays or mis-deliveries resulting from incorrect address entry.

  • Package Security: Due to the custom nature and value of our products, a signature is required upon delivery for all drapery orders. Thoa Home is not responsible for "porch piracy" or theft after a package has been marked as "Delivered" with signature confirmation by the carrier.


4. DAMAGE IN TRANSIT

We take great care in our packaging to ensure your textiles arrive in pristine condition. However, if your package arrives visibly damaged:

  1. Document: Take clear photographs of the external packaging and the affected product.

  2. Report: Contact us at support@thoahome.com within 48 hours of delivery.

  3. Resolution: We will work with the carrier to file a claim and prioritize a replacement or repair for your order.


5. DELAYS & FORCE MAJEURE

Global logistics can be unpredictable. While we strive to meet every deadline, Thoa Home is not liable for delays caused by customs processing, port strikes, or extreme weather events. We will always communicate any significant changes to your timeline as soon as we are aware of them.