Do you offer FREE shipping?

Yes, we offer FREE standard shipping US for all orders. 

Do you ship outside of the USA?

We are currently shipping to USA only. No International Shipping currently. 

When will my order ship? / Processing time

All orders usually take 2-3 business days to process and additional 2-3 business days to ship. Business days DO NOT include weekends and holidays. Orders placed after 12pm EST are processed the following business day. Orders can take a bit longer during popular promotions.

Do you guys offer expedited shipping?

We apologize but we currently do not offer expedited shipping.

What is the difference between Economy vs UPS Ground service?

Economy shipping applies to orders that qualifies for free shipping over $25 (exclusions apply). Economy shipping means that we will use the most affordable service to ship your order, which can either be USPS or UPS. Your package will still be processed, handled, and packaged with care like the other orders. Upgrading to UPS Ground shipping does not mean your order will be processed and shipped faster.

I paid extra for UPS Ground, what does that entail?

We only offer upgrade shipping from Economy shipping to UPS, since some of our customers prefer to receive their package by UPS rather than USPS. According to UPS, UPS Ground can take up to 5 business days to ship, depending on the location. These orders will still follow our regular guidelines on processing time, which is 2-3 business days to process plus any additional days to ship (refer to our processing time above). Please keep in mind that this service is NOT expedited shipping.

I received the wrong item./I am missing item(s) in my order./I received my item(s) broken./etc.

We apologize for the mishap, please email our Customer Care team at INFO@THILYSTORE.com within 7 business days days of delivery with your order number and order issues. For quicker resolution, please provide a photo of the packing slip along with everything you received and any additional photos of the order issues. We will get back to you asap!

My package says delivered, but I didn’t receive it.

Please contact your local USPS/UPS for further information regarding your package.

If you still have not received your package after 3 business days from date of delivery, please contact USPS/UPS to report a lost package and open a case and obtain a case number. From there, they will launch an investigation to locate your package and will get back to you in 2-3 business days. In the meantime, make sure to email us at INFO@THILYSTORE.com with your order number and USPS case number and keep us updated with the investigation status. THILYSTORE is not responsible for packages after it has been shipped out and accepted by shipping carriers (USPS/UPS). We will try our best to assist you in getting your products.

USPS/UPS marked my package as undeliverable. What happens now?

If your package was marked as undeliverable by USPS/UPS, it will most likely be returned to us. Once we physically receive the package, we will notify you. If the package was undeliverable due to incorrect address provided by you, you are responsible for shipping cost to reship the package. If the package was undeliverable due to THILYSTORE’s fault, we will ship out the package again at no cost to you. If you do not want the package anymore, we can issue you a refund for your order minus the original shipping.

Can I Use A Mail Forwarding Service?

We strongly advise against it. Due to a high rate of issues, all orders shipped to a Freight Forwarder or a Drop Shipper are no longer eligible for any exchange, return, or unreceived claim. No exceptions will be made.