PRE-ORDER
All pre-order items are made in limited quantities and will ship within the time frame listed on the product page. Please avoid contacting us for updates unless the estimated shipping window has passed. Delays do not qualify for refunds. For inquiries, email: info@thuylam.co

IN-STOCK ORDERS
In-stock items typically ship within 3–5 business days of purchase. Once an order is processed, delivery typically takes 2 - 5 business days, depending on the carrier and shipping address.

Please allow 24 hours for your tracking number & shipping label to update once your order is fulfilled.

COMBINED ORDERS
Orders containing both pre-order and in-stock items will ship once all items are available.

ADDRESS CHANGE
We can only update your shipping address before a shipping label is created. Once a label is generated or the package is in transit, no changes can be made.

For delivery adjustments, please contact UPS or DHL directly.

LOST/STOLEN PACKAGES
Thuylâm is not responsible for lost and/or stolen packages. If your package has been lost and/or stolen, please contact your carrier immediately and provide them with your tracking number.

INTERNATIONAL ORDERS & CUSTOMS
International orders typically arrive within 5–10 business days after shipping. Customs processing times may vary by country.

TAXES & DUTIES
Shipping rates vary by country and will be calculated at checkout.

Please note: Import duties and tax regulations vary by country, and while we collect these costs upfront, we cannot control or predict any additional local charges. If you choose to refuse your shipment, you will be responsible for the original shipping cost, any duties or taxes incurred, and the cost of returning the package to Thuylâm. These costs will be deducted from any eligible refund. No refunds will be issued for shipments abandoned due to unpaid customs fees.