Shipping Policy – THAO NGUYEN LLC

Our Commitment to Getting Your Order to You Safely, Quickly, and Transparently

Every package that leaves the THAO NGUYEN LLC facility carries more than just a product. It carries our reputation, our promise of quality, and the anticipation of a customer who has chosen to trust us with their hard-earned money and their expectation of receiving something special. We never forget that behind every tracking number is a person waiting eagerly by the door, preparing to wear a new favorite shirt for the first time, to unwrap a mug that will become part of a cherished morning ritual, or to place a custom pillow on a couch and watch it transform the room. This Shipping Policy is our comprehensive commitment to you about how we handle the critical journey from our production floor to your doorstep. It details our processing timelines, our shipping methods and carriers, our costs, our tracking capabilities, our international logistics, and our approach to the rare occasions when shipping does not go according to plan. We encourage you to read this policy thoroughly so that you understand exactly what to expect and can shop with complete confidence in our ability to deliver not just products, but satisfaction.

In a world where shipping expectations have been shaped by giant retailers with vast distribution networks, we want to be transparent about how our print-on-demand model intersects with the logistics of delivery. We do not operate massive warehouses filled with pre-printed inventory ready to ship within hours. Instead, we create your product specifically for you when you order it. This approach eliminates waste, enables our expansive design catalog, and ensures that every item you receive is fresh and made with intention. It also means that our shipping timeline includes a production phase that mass-retail shipping does not. We believe this trade-off is well worth it for the quality, customization, and sustainability benefits you receive, and we are committed to making that combined production and shipping timeline as efficient and predictable as possible. Transparency is the foundation of trust, and trust is the foundation of every successful customer relationship we build.

Understanding Our Order Fulfillment Model

Before detailing shipping specifics, it is essential to understand how the fulfillment process at THAO NGUYEN LLC works from the moment you click “Place Order” to the moment your package leaves our facility. This understanding will provide context for every shipping timeline, cost, and policy element that follows.

The Print-on-Demand Difference

THAO NGUYEN LLC operates on a print-on-demand fulfillment model. This means that unlike traditional retailers who manufacture thousands of units of each product in advance and store them in warehouses awaiting purchase, we do not print your item until you order it. The blank apparel, the unprinted mug, the pillow cover without a design—these base products exist in our supply chain, but the specific design, color, and size combination that transforms them into your unique purchase is applied only after you complete your order.

This model offers significant advantages. It dramatically reduces waste, as we never overproduce items that go unsold and end up in landfills. It allows us to offer an extensive catalog of designs without the physical and financial constraints of maintaining inventory for every design, size, and product type combination. It ensures that every item you receive has been freshly printed and handled with care, not pulled from a warehouse shelf where it may have been gathering dust for months. It also enables us to offer customization and personalization options that would be logistically impossible under a traditional inventory model.

The trade-off, which we want you to understand clearly, is that your order requires production time before it can be shipped. This production time is not a delay in the traditional sense; it is an integral part of the value we provide. We believe that when you understand and appreciate the made-to-order nature of your purchase, the anticipation becomes part of the experience rather than a source of frustration.

Production Processing Time

Production time at THAO NGUYEN LLC typically ranges from two to five business days after your order is placed and payment is confirmed. A business day, for the purposes of this policy, is defined as Monday through Friday, excluding federal holidays observed in the United States. Orders placed after our daily production cutoff time, which is typically in the early afternoon Mountain Time, may begin production on the following business day.

The specific production time for your order depends on several factors: the complexity of the product, the number of items in your order, our current production volume, and whether the order falls during a peak season. During normal operating periods, most orders are produced and ready for shipment within two to three business days. During peak seasons such as the winter holiday shopping period running from November through December, production times may extend toward the upper end of the range or slightly beyond, due to the significant increase in order volume across the entire e-commerce ecosystem.

We communicate any known production delays on our website and in your order confirmation email if applicable. If an unexpected delay affecting your specific order occurs, such as a temporary blank product shortage or a quality control issue requiring a reprint, we will notify you by email using the address you provided at checkout. Our goal is always to keep you informed so that you are never left wondering about the status of your order.

Quality Control Before Shipping

Production time includes quality control inspections that are integral to our commitment to excellence. Every item we produce is inspected before it is packaged for shipment. Our quality control process checks for print alignment, color accuracy, print adhesion, material integrity, and overall presentation. Items that do not meet our specifications are rejected and remade, never shipped with hoped-for forgiveness. This commitment to quality occasionally adds a day to the fulfillment timeline, but we believe you would rather receive your order a day later and be thrilled with it than receive it a day earlier and be disappointed. Quality is never sacrificed for speed at THAO NGUYEN LLC.

Domestic Shipping Within the United States

The United States is our primary market, and we have built our shipping infrastructure to serve customers in all fifty states, the District of Columbia, and U.S. territories where our carriers operate. We have established relationships with major national carriers and have optimized our shipping processes to provide reliable, trackable, and reasonably priced delivery options.

Shipping Carriers We Use

THAO NGUYEN LLC primarily ships domestic orders through the United States Postal Service, whose extensive network reaches every residential address in the country, and UPS, which offers robust tracking, reliable delivery windows, and a range of service speeds. The specific carrier assigned to your order is determined by several factors including the package dimensions and weight, the destination address, the shipping method you selected at checkout, and the current performance metrics across our carrier options. We continuously evaluate our carrier partnerships based on delivery performance, cost efficiency, and customer satisfaction, and we may adjust carrier assignments accordingly to ensure the best possible service.

We reserve the right to select the most appropriate carrier for your order based on the factors described above. If you have a strong preference for a specific carrier, you may note it in your order comments or contact our customer service team after placing your order, and we will accommodate your preference whenever operationally feasible. However, we cannot guarantee carrier-specific assignments in all cases.

Shipping Methods and Estimated Transit Times

We offer several shipping speed options for domestic orders, allowing you to balance delivery speed against shipping cost according to your needs and preferences. The available options are presented during checkout with clear pricing and estimated delivery timeframes.

Standard Shipping is our most economical option and is suitable for customers who are not in a rush to receive their orders. After production is complete and the package is handed to the carrier, standard shipping typically delivers within three to seven business days for most destinations in the contiguous United States. Delivery to Alaska, Hawaii, and U.S. territories may require additional transit time due to the geographic distances involved and the logistics of serving these locations.

Expedited Shipping reduces the carrier transit time for customers who want their orders faster. Depending on the destination and the carrier, expedited shipping may deliver within two to three business days after the package leaves our facility. The additional cost for expedited shipping is calculated at checkout based on the package characteristics and destination.

Express or Overnight Shipping may be available for select products and destinations, providing the fastest possible delivery, often within one business day after production is complete. This premium service is priced accordingly and is subject to carrier availability and operational constraints.

It is critical to understand that all shipping transit time estimates begin when the carrier scans the package into their system, not when you place your order. Production time is additional to shipping transit time. We clearly communicate this distinction throughout the checkout process so that your expectations are properly calibrated. When we provide a total estimated delivery window during checkout, we combine our current production time estimates with the carrier’s transit time estimates to give you a realistic picture of when your package will arrive.

Shipping Costs

Shipping costs for domestic orders are calculated based on the weight and dimensions of the package, the shipping destination, and the shipping speed you select. These costs are clearly displayed during the checkout process before you finalize your payment, giving you the opportunity to review the shipping charges and select the option that best fits your budget and timeline.

We do not inflate shipping costs as a hidden profit center. The shipping charges you see reflect the actual carrier rates we are charged, plus a modest handling component that partially offsets the cost of packaging materials. In many cases, the shipping charge we present is equal to or less than the commercial rate we pay, as we occasionally subsidize shipping as part of promotional offers or as an investment in customer satisfaction.

Occasionally, we may offer free standard shipping promotions for orders that meet a minimum purchase threshold. The terms of any such promotion, including the minimum order value required to qualify, the eligible products, and the domestic-only applicability, will be clearly communicated in the promotional materials. Free shipping promotions apply to standard shipping only unless explicitly stated otherwise.

Shipping to P.O. Boxes and Military Addresses

We ship to P.O. Boxes through the United States Postal Service. If you provide a P.O. Box as your shipping address, your order will be routed through USPS, as private carriers like UPS do not deliver to P.O. Boxes in most cases. Please note that expedited and express shipping options may not be available for P.O. Box destinations, as these faster services are often provided through private carrier networks.

We proudly serve members of the United States Armed Forces by shipping to APO, FPO, and DPO addresses. These shipments are handled through the U.S. Postal Service and are subject to the military postal system’s processing and transit times, which can be significantly longer than standard domestic deliveries. Delivery to deployed locations may take several weeks. We are honored to serve our military customers and appreciate their patience with the extended delivery timeframes inherent in military mail logistics.

Order Tracking and Delivery Visibility

We believe that the period between placing an order and receiving it should be characterized by informed anticipation, not anxious uncertainty. Our tracking and notification systems are designed to keep you informed at every stage of your order’s journey.

Shipping Confirmation and Tracking Information

When your order completes production and is packaged and handed to the carrier, you will receive a shipping confirmation email sent to the address you provided at checkout. This email will include your order number, a summary of the shipped items, the carrier name, and your tracking number. It will also include a direct link to the carrier’s tracking portal, allowing you to click through and monitor your package’s progress in real time.

If you created an account on thaonguyen.online, your tracking information will also be accessible through your order history page, providing a convenient central location to monitor all your orders. We recommend creating an account for this and other benefits.

Tracking information typically becomes active within twenty-four hours of receiving your shipping confirmation email. During this initial period, the carrier has accepted the package but may not have scanned it into their processing hub system, which is when the first tracking update appears. If your tracking number does not show any activity after forty-eight hours, contact our customer service team, and we will investigate on your behalf.

Understanding Tracking Statuses

Carrier tracking systems can display a variety of statuses that may be unfamiliar or confusing. Here are the most common tracking statuses and what they mean:

“Label Created” or “Shipment Information Received”: The carrier has been notified of the impending shipment and a tracking number has been generated, but the package has not yet been scanned into the carrier’s system. This status may appear shortly before or shortly after your shipping confirmation email.

“In Transit” or “On the Way”: The package has been scanned at a carrier facility and is moving through the transportation network toward the destination. This status may update multiple times as the package passes through sorting hubs.

“Out for Delivery”: The package has arrived at the local delivery facility serving your address and has been assigned to a carrier for final delivery on that day. This is the status that tells you your package will arrive imminently.

“Delivered”: The package has been delivered to the shipping address provided. This status indicates that the carrier considers the delivery complete.

“Delivery Attempted” or “Notice Left”: The carrier attempted delivery but was unable to complete it, typically because no one was available to receive the package, access to the delivery location was restricted, or a signature was required. The carrier should leave a notice with instructions for redelivery or pickup.

“Exception” or “Delivery Exception”: An unplanned event has interrupted normal delivery operations. This could be due to weather, an incorrect address, a damaged package, or other operational issues. We encourage you to contact us if you see an exception status so that we can help resolve the situation.

Notifications and Delivery Alerts

Many carriers offer their own notification services, allowing you to receive text messages or emails with delivery updates directly from the carrier. You can typically sign up for these alerts using your tracking number on the carrier’s website. We encourage utilizing these services for the most up-to-the-minute delivery information.

THAO NGUYEN LLC does not currently offer our own SMS or push notification tracking alerts beyond the initial shipping confirmation email. However, our customer service team can provide tracking updates upon request if you have difficulty accessing the carrier’s online tracking system.

Packaging Standards and Practices

The packaging that protects your order during transit is more than an afterthought. We have invested in packaging materials and procedures designed to ensure that your products arrive in the same excellent condition in which they left our facility, even after enduring the rigors of automated sorting systems, truck journeys, and carrier handling.

Apparel Packaging

Apparel items such as t-shirts, hoodies, and sweatshirts are individually folded and placed in protective poly mailers that are tear-resistant, moisture-resistant, and properly sealed to prevent exposure to the elements. The poly mailers are lightweight, which minimizes shipping costs, while providing excellent protection during transit. For multi-item orders, each apparel piece is individually bagged before being placed together in a larger mailer or box, preventing friction between items that could abrade prints.

Drinkware Packaging

Mugs, cups, and glasses require more robust packaging due to their fragile nature. Each drinkware item is wrapped individually in bubble wrap or foam cushioning and placed in a sturdy corrugated cardboard box with additional packing material filling any voids to prevent movement during transit. We use crush-resistant boxes designed specifically for shipping fragile items, and we have developed packaging protocols through experience and testing to minimize the risk of breakage.

Despite our best packaging efforts, drinkware items are inherently more vulnerable to damage during shipping than soft goods. If you receive a damaged drinkware item, our Refund and Return Policy provides for a prompt replacement or refund. We ask that you photograph the damaged item and packaging to help us in processing your claim and in continuously improving our packaging methods.

Home Goods and Pillow Packaging

Throw pillows, pillow covers, and similar home goods are packaged in protective poly bags and shipped in durable mailers or boxes suitable for their dimensions. Inserts are protected against compression and moisture, and covers are folded with tissue to prevent creasing.

Environmental Considerations

We are mindful of the environmental impact of packaging materials and continuously evaluate opportunities to reduce waste and increase sustainability without compromising product protection. Our poly mailers are recyclable where facilities exist. We minimize packaging size to the extent practical to reduce material usage and shipping carbon footprints. We avoid unnecessary marketing inserts, catalogs, or promotional materials in our packages, keeping waste to a minimum. We are exploring biodegradable and recycled-content packaging options and intend to transition to more sustainable materials as viable options that meet our protection standards become available.

Special Shipping Situations and Problem Resolution

In an ideal world, every package would travel from our facility to your doorstep without incident, arriving exactly on the estimated date in perfect condition. In the real world, shipping involves many variables, some of which are beyond our direct control. The measure of our commitment to you is not the absence of problems, but how we respond when problems arise.

Lost Packages

A package is considered lost when the carrier acknowledges that it cannot be located within their system and cannot confirm delivery. Before we treat a package as lost, we ask for your patience and cooperation in allowing a reasonable timeframe for delivery to occur. Domestic packages that have not been delivered within ten business days beyond the maximum estimated transit window may be considered potentially lost.

If your package appears to be lost, contact our customer service team at nthaonguyen0909@gmail.com or by phone at +84865398983. We will initiate an inquiry with the carrier and work to determine the package’s status. If the carrier confirms the package is lost, we will provide you with a choice between a full refund and a replacement shipment at no additional cost. We process these resolutions promptly, without making you wait for the conclusion of a lengthy carrier claims process. We take care of you and pursue the carrier for reimbursement on our end.

Packages Damaged in Transit

Receiving a damaged package is deeply disappointing, and we take these incidents personally. If your package arrives with visible external damage, or if the product inside is damaged despite intact packaging, please take the following steps:

Document the damage with photographs. Capture the exterior of the package, the interior packaging, and the damaged product from multiple angles. Contact our customer service team immediately, attaching the photographs and providing your order number. We will assess the situation and provide you with resolution options, which will include a replacement shipment or a full refund, according to your preference.

In most cases of shipping damage, we will not require you to return the damaged item. We may request that you retain the damaged product and packaging for a short period in case the carrier requires inspection as part of a damage claim, but we understand the inconvenience and will not prolong the process unnecessarily.

Packages Marked Delivered But Not Received

This is one of the most frustrating shipping scenarios, and we handle it with empathy and diligence. If your tracking information indicates delivery but you cannot locate the package, follow these steps:

First, verify the shipping address on your order to confirm it was correct. Second, check with other members of your household, as someone else may have collected the package. Third, look in alternate delivery locations around your property, including side doors, back porches, behind planters, in mail rooms, in parcel lockers, and at leasing offices for apartment complexes. Fourth, check with immediate neighbors, as misdelivery to an adjacent address is a common occurrence. Fifth, wait twenty-four to forty-eight hours, as carriers occasionally mark packages delivered when they arrive at the local distribution center or are loaded onto the delivery vehicle, with physical delivery occurring a day or two later.

If the package remains missing after these steps, contact us. We will open an investigation with the carrier. The carrier may conduct a trace, using GPS data from the delivery scan to confirm the location where the package was left. If the investigation confirms misdelivery or an inability to locate the package, we will provide a replacement or refund. If the investigation confirms correct delivery to your address, our resolution options may be more limited, but we will discuss the situation with you compassionately and transparently, and we will work with you to find a fair outcome given the circumstances.

Returned to Sender Packages

Packages may be returned to us by the carrier for various reasons, including an incorrect or incomplete shipping address, a failure to deliver after multiple attempts, a refusal by the recipient, or unpaid customs duties for international orders. When a returned package arrives back at our facility, we will contact you using the email address provided with your order.

We will confirm the reason for the return and discuss your options. If the return was due to an address error on your part and you still want the item, we can reship it to a corrected address for an additional shipping fee. If the return was due to a carrier error or an error on our part, we will reship at no additional cost to you. If you no longer want the item, we will process a refund for the product price, though original shipping charges are typically non-refundable in cases where the return was due to customer error.

For international orders returned due to unpaid customs duties, we will refund the product price but not the original international shipping charges, and any return shipping costs or customs fees charged to THAO NGUYEN LLC may be deducted from the refund.

International Shipping

Serving customers beyond the borders of the United States is a privilege we do not take for granted. We have invested in international shipping capabilities and processes to bring THAO NGUYEN LLC products to customers around the world while being transparent about the additional complexities, costs, and timelines involved.

Countries We Serve

We ship to a growing list of international destinations. The specific countries to which we currently deliver are reflected in our checkout process. When you enter your shipping address, our system will determine whether international delivery is available to your location and present the appropriate shipping options and costs. If your country is not available, we regret that we cannot currently serve you, but we are continuously expanding our international reach based on customer demand and operational feasibility.

International Shipping Carriers

International shipments may be handled by the United States Postal Service for the U.S. portion of the journey and transferred to the destination country’s national postal service for final delivery, or by international courier services that offer end-to-end tracking and faster delivery times. The available carriers and services depend on the destination country and the shipping option you select at checkout.

We choose international shipping partners based on their reliability, tracking capabilities, and delivery performance in specific destinations. However, we cannot control the operations of destination country postal services, and tracking updates may become less frequent or detailed once the package enters the destination country and is processed by the local carrier.

International Shipping Timelines

International delivery times vary significantly based on the destination country, the shipping method selected, and the efficiency of the destination country’s customs clearance process. As a general estimate, international orders typically require two to four weeks from the date of shipment to arrive at their destination. Some destinations with efficient postal systems and customs processes may see delivery within one to two weeks. Others, particularly remote areas or countries with slower customs procedures, may require four to six weeks or longer.

The production time for international orders is the same as for domestic orders, typically two to five business days. The shipping transit time begins after production is complete and the package is handed to the carrier.

These timelines are estimates based on our experience and carrier guidelines. Actual delivery times can be affected by factors including customs inspections, local holidays, severe weather events, labor disruptions, and other circumstances beyond our control. We appreciate the patience and understanding of our international customers.

Customs, Duties, and Import Taxes

This is one of the most important sections of our Shipping Policy for international customers to understand. When you order products from THAO NGUYEN LLC for delivery to an address outside the United States, you are importing goods into your country. As the importer of record, you are responsible for:

All customs duties, tariffs, and import taxes assessed by the customs authority of the destination country.
Any brokerage fees, handling fees, or disbursement charges imposed by the carrier for processing the customs clearance on your behalf.
Compliance with all import laws, regulations, and restrictions of the destination country, including obtaining any necessary permits or authorizations.

THAO NGUYEN LLC has no control over customs duties, import taxes, or customs processing timelines. We cannot predict whether your order will be assessed such charges, nor can we estimate their amounts, as these are determined by the destination country based on the value of the goods, the product categories, and the specific customs regulations in effect at the time of import. We do not collect or remit customs duties or import taxes on behalf of customers. These charges, if applicable, will be collected from you by the carrier or customs authority before the package is delivered.

We strongly recommend that international customers contact their local customs office or consult online resources to understand the duties and taxes that may apply to their order before making a purchase. An informed purchase decision is a satisfying one, and we want you to have a full understanding of the total potential cost of your order.

In some countries, customs authorities require the importer to provide additional documentation or identification before releasing a package. Failure to respond to customs inquiries or to pay assessed duties and taxes can result in the package being held, returned to the sender, or in some cases, abandoned or destroyed. If a package is abandoned or destroyed because customs duties were not paid, we cannot provide a refund. If a package is returned to us due to unpaid customs duties, we will process a refund for the product price only, not the original shipping charges, and any return shipping costs or fees charged to THAO NGUYEN LLC by the carrier for the return may be deducted from your refund.

International Shipping Costs

International shipping costs are calculated based on the package weight and dimensions, the destination country, and the shipping service selected. These costs are clearly displayed during checkout before you finalize your payment. International shipping is inherently more expensive than domestic shipping due to the longer distances, the involvement of multiple carriers and customs processes, and the complexity of international logistics. We charge you the commercial shipping rate we are charged by our carriers plus a modest handling component. We do not profit from international shipping charges.

Free shipping promotions, when offered, apply to domestic orders only unless explicitly stated otherwise in the promotion terms.

International Tracking Limitations

While we provide tracking numbers for international shipments whenever the selected shipping service includes tracking, the level of tracking detail available varies by destination country and carrier. Some countries’ postal services provide full door-to-door tracking with detailed scan events. Others provide only limited tracking, with updates at major milestones such as departure from the United States and arrival in the destination country, but no interim scans.

Once a package is transferred to the destination country’s postal service, tracking updates may be delayed, irregular, or cease entirely in some cases. This does not mean the package is lost; it simply reflects the technological limitations of the local postal infrastructure. If tracking stops updating but the estimated delivery window has not passed, we appreciate your patience and ask that you allow the full delivery window to elapse before contacting us.

If your international package appears to have stalled or you have concerns about its delivery status, contact our customer service team. We will investigate using the tools available to us, though our ability to influence international postal operations is limited.

Order Modifications After Placement

We understand that mistakes happen. You might realize you entered the wrong house number, selected the wrong apartment unit, or forgot to include your company name for delivery to a business address. This section explains your options for correcting shipping information after an order has been placed.

Address Corrections Before Shipment

If you discover an error in your shipping address after placing your order, contact us immediately. Speed is critical. If the order has not yet completed production and been transferred to the shipping department, we can update the shipping address in our system and ensure the package is directed where it needs to go.

Contact us by phone at +84865398983 for the fastest response, or email nthaonguyen0909@gmail.com with “Address Correction” and your order number in the subject line. We will confirm whether the change is possible and update your order accordingly.

Address Corrections After Shipment

If your order has already shipped, address correction becomes more complicated. Some carriers offer package intercept services, which allow us to redirect a package mid-transit to a corrected address for an additional fee. The availability, cost, and success rate of package interception depend on the carrier, the package’s current location in the transit network, and the nature of the address correction.

If package intercept is available and you wish to use it, we will inform you of the cost, which will be passed through to you, and we will attempt the intercept with your authorization. We cannot guarantee that intercept requests will be successful, as carriers cannot always locate and redirect individual packages within their automated sortation systems.

You may also contact the carrier directly with your tracking number to request delivery changes, such as holding the package at a local facility for pickup instead of delivering to the original address. Some carriers allow recipients to make these requests through their online tracking portals.

Order Cancellation for Shipping Reasons

If you realize the shipping address is incorrect and neither correction before shipment nor carrier intercept is viable, you may wish to cancel the order. Order cancellation is subject to the terms described in our Terms and Conditions and Refund and Return Policy. Once an order has entered production, cancellation may not be possible. If the order cannot be canceled and cannot be redirected, it will be delivered to the address provided. If the address is genuinely undeliverable, the package will eventually be returned to us, and we can discuss reshipment or refund options at that time.

Seasonal and Peak Period Considerations

E-commerce experiences significant seasonal fluctuations in order volume, with predictable peaks around major holidays and shopping events. These peaks affect production times, carrier transit times, and the overall delivery timeline. We want you to be aware of these seasonal dynamics so that you can plan your purchases accordingly.

Holiday Season Shipping

The period from Thanksgiving through Christmas, including Black Friday, Cyber Monday, and the broader holiday shopping season, represents the highest volume period for all e-commerce businesses and shipping carriers. During this period, our production times may extend toward the upper end of our stated ranges, and carrier transit times may also increase due to the extraordinary volume moving through their networks.

We encourage customers to place holiday orders early. We will post order-by dates on our website indicating the last recommended order date for delivery before Christmas for each shipping method. These dates are based on our best estimates and historical carrier performance, but they are not guarantees, as circumstances beyond our control can arise during peak periods.

Other Peak Periods

Other seasonal events that may affect shipping timelines include Valentine’s Day, Mother’s Day, Father’s Day, graduation season, back-to-school periods, and promotional events we may run. We indicate on our website when we are experiencing higher-than-normal order volumes that may affect production times.

Carrier Peak Surcharges

During peak shipping periods, carriers may impose seasonal surcharges that increase shipping costs. If such surcharges apply to your order, they will be reflected in the shipping charges displayed at checkout. We do not absorb these surcharges for customers, as they represent increased costs directly imposed by the carriers.

Shipping to Multiple Addresses

Many customers wish to purchase multiple items and ship them to different addresses, for example, sending gifts to several recipients in a single shopping session. Our current checkout system processes one shipping address per order. If you wish to ship items to multiple addresses, you will need to place separate orders for each destination. We recognize that this is less convenient than a multi-address checkout feature, and we are evaluating e-commerce platform enhancements that may enable this functionality in the future. We appreciate your understanding of this current limitation.

Delivery to Multi-Unit Buildings and Complexes

Deliveries to apartment buildings, condominiums, office complexes, college dormitories, and other multi-unit locations present unique challenges. Access to the building may be restricted, a secure mail room or package locker system may be in place, or building policies may dictate where packages can be left.

When entering your shipping address for a multi-unit building, please include the complete apartment, unit, or suite number, as well as any building access codes or delivery instructions that are necessary for the carrier to successfully deliver your package. Mark these clearly in the address fields or in any available delivery instructions field during checkout.

If your building has a front desk, leasing office, or mail room that accepts packages on behalf of residents, the carrier may deliver to that location, and it becomes your responsibility to retrieve the package from there. THAO NGUYEN LLC is not responsible for packages that are delivered to building reception and subsequently lost or misplaced by building staff. If you are concerned about the security of package delivery at your building, we recommend having packages delivered to an alternate address where someone can receive them, such as a workplace or a trusted friend’s residence.

Contacting Us About Shipping Questions and Issues

Our customer service team is available and equipped to assist with any shipping-related questions, concerns, or issues you may experience. Whether you need clarification about shipping options before placing an order, an update on an order in progress, assistance with a tracking concern, or help resolving a delivery problem, we are here to serve you.

Email: nthaonguyen0909@gmail.com is the best channel for detailed shipping inquiries, especially those requiring order look-up, tracking investigation, or documentation. We respond to emails promptly, and our response will be thorough and tailored to your specific situation.

Phone: +84865398983 is available during our business hours for time-sensitive shipping issues and for customers who prefer direct conversation. We answer calls live whenever possible and return voicemails promptly on the next business day.

Website: thaonguyen.online provides access to your account, where you can view order status and tracking information. You can also reach us through the contact form on the website.

When contacting us about a shipping issue, having your order number ready will enable us to serve you most efficiently. For issues involving damaged packages, photographs of the damage are extremely helpful. For packages that appear lost, the tracking number and any steps you have already taken to locate the package will help us avoid redundant efforts.

Our Promise to Continuously Improve

Shipping is one of the most dynamic aspects of e-commerce, with carrier capabilities evolving, customer expectations rising, and new technologies emerging. THAO NGUYEN LLC is committed to continuous improvement in our shipping operations. We regularly evaluate carrier performance against our standards and switch or add carrier partners as needed to maintain service quality. We explore new packaging solutions that improve protection, reduce environmental impact, and lower costs. We invest in technology that provides greater visibility into the fulfillment and shipping process for both our team and our customers. We analyze every shipping problem that occurs to identify root causes and implement preventive measures.

Your feedback about your shipping experience is a vital input into this continuous improvement process. If your order arrived exceptionally quickly, let us know; it tells us our partnership with a particular carrier is delivering results. If your package arrived with damaged packaging, tell us; it alerts us to a potential packaging weakness we need to address. If your international order breezed through customs in record time, share the good news; it helps us understand which destination countries are performing well. Every data point helps us get better, and we are genuinely grateful for your partnership in our improvement journey.

Final Acknowledgment

By placing an order with THAO NGUYEN LLC, you acknowledge that you have read, understood, and agree to the shipping terms set forth in this policy. You accept that production time is separate from shipping transit time and that the combined duration is the expected delivery timeline. You acknowledge that international orders are subject to customs duties and import taxes for which you are responsible. You understand that while we will do everything within our power to ensure your order arrives safely and on time, shipping involves variables beyond our direct control, and you agree to work with us in good faith to resolve any issues that may arise.

We value every customer and every order, and we are honored that you have chosen THAO NGUYEN LLC for your custom apparel, drinkware, and home decor needs. We treat every package we ship as if it were being sent to a member of our own family, with the same care, attention, and commitment to a positive outcome. We look forward to delivering your order and earning your satisfaction.

THAO NGUYEN LLC
1209 Mountain Road PL NE STE R
Albuquerque, NM 87110
Phone: +84865398983
Email: nthaonguyen0909@gmail.com
Website: thaonguyen.online

From our hands to yours, safely and surely, every time.