Frequently Asked Questions 

When will my items be shipped?

Items will be shipped within 2 - 3 days of your order. We are excited to prepare, package, and ship your items!

Shipping times are calculated with business days, Monday-Friday, not including holidays.

If you haven’t received your items within 2 weeks of ordering, please contact orders@thatchedroofcottage.com.

Where are my items shipping from?

All items are shipped from Mississippi. 

How will my items be shipped?

Items are shipped out by United States Postal Service. 

Do you ship internationally?

Not at this time, but hopefully in the future. 

Can I make a change to, or cancel, my order?

Once an order has been submitted, please make any changes within 24 hours. Be sure to double and triple-check your items, quantities, and shipping info before hitting submit.

How is the shipping cost calculated for my order?

Shipping is calculated by weight and class of postage. 

What if my package is returned to the seller as undeliverable?

Any packages returned to the seller that are labeled by the shipping carrier as undeliverable will be refunded when returned to the seller. Refunds will be issued to the payment method used for that specific order unless the package is returned after the package is over 40 days old. Packages older than 40 days will be refunded as store credit.

Why isn't my order going through?

First, make sure that all of the items that are in your cart are still available on the site. If an item that is in your cart has already sold out or has been removed from the site, the order will not process. You can hit remove to delete those unavailable items from your cart.

If you are receiving an AVS error when trying to check out, that means that the billing information, or CVV number on the back of your card, that you have entered during checkout does not match the billing address that your bank or cardholder has on file for that card.

Be sure to use an up-to-date browser when looking at the site, like Google Chrome.

Can I return my order?

If you don't love your purchase please contact us within 30 days of receipt to arrange for a refund.  Please contact us at orders@thatchedroofcottage.com with your order number and the item you’d like to return and we will start the process.

What do I do if the item I received is damaged or defective?

If your product arrives damaged or defective, please contact us as soon as possible so we can resolve the problem quickly. We ask that you send your order number and a picture of the issue. This will help with quality control and prevent the same situation in the future. Please contact us within 7 days of the purchase of your order if it's damaged or defective.