Shipping policy
Last updated: May 30, 2026
This Shipping Policy applies to orders placed through Thawhome. Because many of our products are handcrafted, made to order, oversized, and shipped by freight carrier, please read this policy carefully before placing an order.
Shipping Destinations
Contiguous United States
We offer shipping to the contiguous United States, excluding certain remote or hard-to-access areas.
Remote Areas and Non-Contiguous Locations
Additional shipping fees may apply for remote areas and non-contiguous destinations, including but not limited to Alaska, Hawaii, Puerto Rico, certain rural or remote U.S. locations, and Canada.
The exact shipping fee depends on product size, weight, delivery distance, freight access, and carrier availability. Please contact us before placing an order if your delivery address is in a remote area.
Email: support@thawhome.com
International Shipping
We may offer international shipping to selected countries depending on product size, destination, carrier availability, customs requirements, and delivery feasibility.
International shipping costs are calculated case by case and may not be included in the product price unless expressly stated at checkout or in a written quote.
We are currently unable to ship to certain regions, including Cuba, Iran, North Korea, South Sudan, Sudan, Syria, Ukraine, India, and any region restricted by applicable laws, carrier limitations, sanctions, customs restrictions, or logistics availability.
Shipping Costs, Taxes, and Duties
Shipping Costs
Shipping costs depend on the product, destination, size, weight, freight requirements, and selected delivery service.
If free shipping is offered for a specific product or destination, this will be clearly stated on the product page, checkout page, or written quote.
Any additional shipping-related charges, including remote area fees, oversized freight fees, unloading fees, storage fees, redelivery fees, or special handling fees, will be communicated where applicable.
Taxes and Duties
For orders shipped within the contiguous United States, applicable taxes and duties may be included where expressly stated at checkout or in the written order confirmation.
For remote areas, Canada, and international destinations, customers may be responsible for applicable customs duties, import taxes, brokerage fees, local taxes, customs clearance charges, and other government-imposed fees unless expressly stated otherwise in writing.
Customers are responsible for checking local import requirements before placing an order.
Processing, Production, and Delivery Time
All timeframes listed in this policy are estimates and are measured in calendar days unless expressly stated as business days.
Custom-Made Products
- Standard production and delivery: approximately 9–12 weeks after design approval.
- Expedited production and delivery: approximately 6–9 weeks after design approval, where available.
Custom products are handmade. Exact production and delivery dates cannot be guaranteed.
In-Stock Products
- Standard delivery: approximately 5–8 weeks after order confirmation.
- Expedited delivery: approximately 3–5 weeks after order confirmation, where available.
Business days exclude Saturdays, Sundays, and public holidays.
Shipping Method
Most large furniture items are shipped by freight carrier or truck delivery. Smaller accessories or components may be shipped by parcel carrier where appropriate.
Large tables are usually delivered to the nearest accessible point for the delivery truck. Delivery may be limited by narrow roads, one-way streets, construction zones, gated communities, steep driveways, low-clearance areas, rural access limitations, or other site restrictions.
If the delivery truck cannot safely reach the final address, the customer may need to receive the shipment at the nearest accessible location or arrange additional local handling at their own expense.
Freight Delivery and Unloading
Freight delivery is typically handled by a single driver. The driver may not be able to move, carry, unpack, assemble, or install the product inside your home.
Tables Under 90 Inches
For tables under 90 inches, standard truck unloading may be included where carrier service allows.
Tables Over 90 Inches
For tables over 90 inches, the customer is responsible for arranging unloading unless an additional unloading service is purchased.
- Customer unloading: We recommend arranging 3–6 people to assist with unloading, depending on table size and weight.
- Freight company unloading: Available for an additional estimated fee of $600 where available.
- Freight unloading and third-party installation: Available for an additional estimated fee of $800 where available. This may include freight unloading and third-party installation support.
Unloading and installation availability may vary by location. Fees may change depending on carrier availability, product size, local labor rates, access conditions, and special equipment requirements.
For oversized products, customers may choose to arrange a local forklift, moving crew, or professional installer at their own expense.
Packaging
We carefully package our products to reduce the risk of damage during transit. Large furniture pieces may be wrapped with protective materials and packed in a reinforced wooden crate or similar protective packaging.
Please inspect the packaging before signing for delivery whenever possible.
Order Tracking
Once your order ships, we will send a shipment notification email with available tracking information.
Freight tracking updates may not appear immediately and may be delayed depending on the carrier, route, customs processing, or local delivery arrangements.
Address Accuracy and Delivery Changes
Customers are responsible for providing a complete and accurate shipping address, phone number, and delivery contact information.
If you need to correct your delivery address, please contact us immediately at support@thawhome.com.
Once an order has shipped, we may not be able to change the delivery address. Any fees caused by incorrect addresses, failed delivery attempts, redelivery, storage, rerouting, or return freight may be the responsibility of the customer.
Delivery Delays
Delivery dates are estimates only and are not guaranteed.
Orders may be delayed due to production schedules, material availability, carrier delays, customs clearance, weather conditions, port congestion, holidays, remote area delivery, force majeure events, or other circumstances beyond our reasonable control.
If your order is delayed, please contact us and we will help check the latest available shipping status.
Partial Shipments
Some orders may be shipped in multiple packages or from different warehouses. Items may arrive on different dates.
If you receive only part of your order, please contact us with your order number so we can check the remaining shipment status.
Inspection Upon Delivery
Please inspect your shipment immediately upon delivery.
If the packaging appears damaged, please take clear photographs before opening the package and note the damage with the carrier where possible.
Any shipping damage, missing items, incorrect items, or visible defects must be reported to us within 48 hours of delivery.
Please email your order number, photos of the packaging, shipping label, damaged area, and full product condition to support@thawhome.com.
Refused Deliveries
If a delivery is refused without our prior written approval, it may be treated as a customer-initiated return.
Outbound shipping fees, return shipping fees, customs duties, import taxes, carrier fees, storage fees, redelivery fees, handling fees, and other related costs may be deducted from any applicable refund.
Custom-made products remain subject to our custom product cancellation and refund limitations.
Contact Information
If you have questions about shipping, delivery availability, remote area fees, international shipping, or freight unloading options, please contact us before placing your order.
Thawhome
Email: support@thawhome.com
Phone: +44 7871 375507
Business Address:
Room 717-1, Chuangzhi Building
No. 482 Dongman Middle Road
Sino-Singapore Tianjin Eco-City
Binhai New Area, Tianjin 300467
China