Missing Goods
It is our goal to ensure you receive everything you ordered accurately and in a timely fashion. Claims for missing goods must be made within 30 days from the date you placed your order. We are unable to investigate claims for missing goods after 30 days.
If you elect to ship your goods to a third party, such as a decorator, rather than receive them yourself, and a dispute arises regarding missing or incorrectly shipped goods within the allotted thirty days, we will do our best to investigate. It is important to note that if the order is sent to a third party and the tracking details show the packages as delivered successfully to that third party, you will be responsible for sorting out any missing packages with your third party as THOK LLC cannot be held responsible for how a third party handles your order. The resolution will be determined based on our shipping records.
METHOD OF SHIPMENT
Domestic orders ship Ground via UPS, USPS, or other Courier.
EXPEDITED SHIPPING
If the timeline for shipping does not meet your deadline, please contact us at [email protected] and we will go over your options based on the contents of your order.
Processing Time Frames
Decoration orders typically take from 5-7 business days in process. We ship USPS or UPS ground as a standard method which can take an additional 1-5 days depending on your location. If you have an important date you need to meet and do not see an option to meet that date at checkout, please leave us an order comment and we will get back to you with options. By standard practice, we will do everything we can to accommodate your deadline. However, if processing time has to be less than five days, there may be a rush fee associated, and if shipping needs to expedited in order to reach you in time there may be expedited shipping charges.
Rush Processing
If we agree to rush your order, we will do our best to ensure the order reaches you by your need date. We guarantee you will receive your goods by your in-hand need date or we will refund your rush processing. Because of the shortened production time, it is critical that we are able to contact you at any time between the hours of 7 am and 4 pm pacific standard time. Please let us know if you have a preferred email address or phone number we should be using. Each time we attempt to reach you without success, and every day we wait for approval after providing a proof your order may be delayed up to one business day. If for any reason the order does not deliver by your need date you will be refunded the rush fees but not the shipping fees. Decoration orders are non-cancelable non-returnable regardless of the date they deliver.
-Lost Packages
Shipping carriers are up to 99% error-free in delivering however there are occasionally packages that are lost prior to or after delivery. We know that receiving the merchandise you ordered is of the utmost importance. When a package is lost in transit we will take all necessary steps to help locate and deliver the missing package as soon as possible. Please keep in mind that THOK LLC cannot be held responsible for delays caused by acts of God or the shipping carrier. If you have an important date to meet shipping is a risk you take in meeting that date.
Lost packages happen for a couple of reasons and as such have unique resolutions.
Lost in transit
Occasionally due to sorting errors, inclement weather, or simple misplacement packages are lost by the carrier. In these cases, the tracking number will generally indicate an “exception” with notes as to why the package has not been delivered. Generally, these packages are eventually found and delivered.
What we will do:
We will open an investigation with USPS which takes 7-10 days to complete. The carrier typically will find and deliver your package within this timeframe. In the case your package is not found we will either refund you or replace your order.
What you can do:
Stolen
Instances of porch piracy are on the rise.
Porch piracy refers to your packages being successfully delivered and then subsequently stolen. This is a case of theft and not the fault of THOK LLC or the shipping carrier and we recommend you contact your local police and report the theft immediately. There are a few things we will attempt on your behalf and a few things you can do on your own.
If your shipping location may be at risk for porch piracy please request to sign for your package in order comments at checkout. What you can do:
We know that you may be working on a tight deadline with no time to wait for the investigative process to complete. Unfortunately because oftentimes lost packages are found and delivered during the investigative process we cannot simply send you out a replacement order at no charge while the investigation progresses.
We can help out by waiving ground shipping on a replacement order and we can return the original order free of charge if it ends up being found and delivered.
Shipping carriers do occasionally require a signature for delivery based on the driver's discretion. If this happens most carriers will leave you notice of attempted delivery and a method for retrieving your package before returning the package undeliverable. A driver's discretion to require a signature from the recipient is out of THOK LLC's control, packages returned undeliverable fall under the THOK LLC's Undeliverable orders policy.
Undeliverable Orders
Undeliverable orders will not be re-shipped to you and will be processed as a return. A store credit will be issued so that you can re-order.
Defective Claims
Examples of defects include holes, tears, or marks large enough to be considered outside tolerance. Stitching in the wrong place, unclosed seams, Missing buttons, and broken zippers. Form fit and function variation are not necessarily defects and may be up to the individual manufacturer to determine.
Examples of form fit and function that you may not be satisfied with but may not necessarily be considered defective include, size and color variation, sticky zippers, and loose buttons. We will do everything we can to investigate and remedy defective goods claims when they are brought to our attention.
Print Orders
If you had your goods decorated with THOK LLC, and you believe your order contains manufacturer defects or misprints in excess of the allowable print tolerances, please contact us via [email protected].
Instructions
Claims for defective garments must be made within 7 days from the date you receive your order. We are unable to investigate claims for defective garments after 7 days.
Depending on the circumstance we may require you to return the defective garments.
Instructions
Visit your [email protected] and submit your claim.
Please be sure to include ALL MISSING GOODS on your missing goods claim. We are only able to investigate one missing goods claim per order.
Shipping
Free Shipping
Free shipping applies to all domestic orders over $100. Use SHIP100 code upon checkout to apply. If code is not used at time of checkout, shipping fees will NOT be refunded.
Estimated dates for delivery will be 1-5 days after processing and are based on the items you have in the shopping cart, your zip code, and average transit times provided by shipping carriers. Delivery dates are NOT guaranteed.
METHOD OF SHIPMENT
Domestic orders ship Ground via UPS, USPS, or other Courier,
Decoration Tolerances
We will attempt to match coloring according to solid coated Pantones or thread color. Custom garment decoration is not an exact science, placement and image size may vary by up to one-half inch garment to garment, and coloring may vary by one-half shade run to run. In addition due to differences in equipment, ink, vinyl, threads, and fabric designs can vary slightly in appearance run to run. This is especially true when re-printing on different garment types or colors.
We cannot guarantee a perfect match to a previous run under any circumstance. We will however attempt to match a previous garment by adjusting during the decoration process if we are made aware in advance and if the garment we are matching is provided for reference. Decorations within tolerance will not be considered defective.
Payments
We Accept
RETURNS
Initiate a return by contacting [email protected]. Be sure to include ALL ITEMS you would like to return as THOK LLC authorizes one return per order. Upon receipt of your return request, we will email you with instructions to correctly complete your return.
Returns must be authorized by THOK LLC. Items sent back without authorization, or not according to instruction will not be eligible for refund or store credit. Return requests must be made within 14 days from the order receipt or the return may be refused. Authorized returns must be shipped according to THOK LLC instructions within 14 days of receipt.
Please provide a tracking number for returned merchandise within 7 days from receiving a Return Authorization so that we can expeditiously track, restock and credit your account.
Custom, discounted or special rate orders are not eligible for refunds or exchanges. Because we are unable to re-stock and sell decorated, altered, worn, or washed garments will not be authorized for return.
Shipping charges are non-refundable.
If you received free shipping on an order you are returning, the cost to ship you the goods initially will be deducted from your refund or store credit.
Your refund or credit will not be issued until your return is received and fully processed.
Returns are typically processed within 10-14 days after receipt. Please allow up to four weeks from the date your return is to receive your refund or credit.