Shipping Policy

Photo of a field full of flowers, a blue sky and a tree.

Shipping Policy

(Effective Date: January 2025)

At Nguyen Thi Thuy Anh, all products are made to order. Each item is created specifically for you, which allows us to offer unique, personalized designs. Because of this, production and delivery times may vary. We are committed to providing clear, accurate information regarding shipping to ensure a smooth experience.

1. PROCESSING TIME

All items are produced after an order is placed.

  • Standard Production Time: 3–5 business days
  • Peak Seasons (Christmas, New Year) or Special Products (3D Hoodies, Zip Hoodies, Crocs, Ugly Sweaters): 6–12 business days or longer depending on demand and external conditions.

Business days include Monday–Friday, excluding weekends and public holidays.

2. SHIPPING TIME

Once production is complete, your order will ship according to the timelines below:

United States

  • Estimated Delivery: 7–15 business days
  • May extend to 10–20 business days during peak seasons or unforeseen events (weather disruptions, customs delays, pandemics, etc.)

Worldwide

  • Estimated Delivery: 10–25 business days

Note: Large items such as tables or bookshelves may have different delivery schedules depending on the destination.

3. TRACKING INFORMATION

  • Every order is shipped with a tracking number.
  • You will receive tracking details via email as soon as your package leaves our facility.
  • Depending on product type, size, and warehouse availability, your order may arrive in multiple packages at no extra cost.

4. SHIPPING RATES

  • United States: $5.99
  • Other countries: $11.99

5. SHIPPING ADDRESSES

  • We do not ship to multiple addresses within a single order. Please place separate orders if you need items delivered to different locations.
  • We do support PO Box deliveries, but cannot ship to APO/FPO military addresses.

6. CUSTOMS, DUTIES & VAT

International orders are shipped DDU (Delivered Duty Unpaid).

  • Nguyen Thi Thuy Anh does not charge VAT, import duties, or customs fees.
  • Any applicable fees assessed by your local customs office are the responsibility of the recipient.

Please check your country’s customs policies for more information.

7. ADDRESS CORRECTIONS

You may request an address correction within 12 hours after placing your order.

If the order has already been shipped, we cannot adjust the address.

You may contact your local post office to request a reroute, but approval is not guaranteed and depends on postal regulations.

8. DELAYED OR LOST ORDERS

If your order has not arrived within 45 business days from the order date, please contact us for assistance.

If the shipment is confirmed lost, we will issue a free replacement.

Claims submitted after 60 business days from the order date cannot be accepted.

9. REFUND & REPLACEMENT POLICY

Because all products are custom made, we only offer refunds or replacements under specific conditions to protect both customers and our production process.

✅ ELIGIBLE FOR FREE REFUND OR REPLACEMENT (OUR RESPONSIBILITY)

We will replace the item or issue a full refund at no cost to you if any of the following occur:

  • Manufacturing defects (misprint, wrong colors, blurry print, ink issues)
  • Wrong item received
  • Wrong size delivered (different from what you ordered)
  • Damaged items caused during production or transit
  • Missing items in your package

To process your claim, please provide clear photos or videos showing the issue.

❌ NOT ELIGIBLE FOR REFUND (CUSTOMER RESPONSIBLE CASES)

Refunds or replacements will not be issued for:

  • Incorrect size choice
  • Incorrect color choice
  • Change of mind / dislike of the product
  • Subjective reasons not related to product quality
  • Requests for refunds due to shipping delays that remain within the estimated delivery window posted on our website

If you still wish to return the product for personal reasons:

  • You must cover all return shipping costs, which can be significantly high for international made to order items.
  • A refund will only be issued after the returned product arrives in its original condition.

This policy is designed to protect our small batch production process while maintaining fairness and transparency.

10. CUSTOMER SUPPORT

If you need assistance, please contact our team:

📩 [email protected]

We are committed to delivering the best possible service and ensuring your satisfaction with every order.

Thank you for choosing Nguyen Thi Thuy Anh.