FAQs

When you change your mind about your order, you are able to cancel your order within 12 hours of placing the order. Please contact us and write your Order Number and choose Cancel order.

Note:

- After 12 hours of purchasing, your orders will be locked and sent to our production facility. If you send the request later than that, we cannot cancel or modify it.

- Issue refund for cancellation may take 3-14 business days to post to your payment account and it will be applied back to the original payment method used.

You can change the shipping address of your order within 12 hours after placing the order.

Please contact us, write down the correct shipping address in the description.

Note: We cannot change your shipping address from a domestic US location to an International address, and vice versa.

You will receive a confirmation email with a tracking link so that you can follow your order all the way home! Please allow 5-7 days for the carrier to scan your package into their system.

You can track your order with this link: https://thunala.com/apps/parcelpanel

To track your order you need to fill out your order number and email address or phone number.

You can also sign into your Unifury account here, then select "My Orders" to see your order history and order status. (You only can view your order if you enter the correct email address used at check out).

If you still don’t find & track your order, please Contact Us via Chat Live or Email: Support@thunala.com for help.

Thunala reponse with 24 - 48 hours (from Monday to Friday). In case you are stil waiting for our reply, there can be a few delays or involve suddenlt tall volume at the minute. Please do not worry, we are make sure that we will take care of 100% of your request after that.

Below are all support channels you can get in touch with Thunala:

Chat Live

You can click on the orange chat box at the bottom right corner to chat directly with us. Our support team will reply as quickly as possible. The live chat is available from 9 AM to 5 PM.

Email

You can send an email directly to our email address: Support@thunala.com

Maybe, you could receive an automatic response. Do not worry, please ignore it, we still receive your email/your request and support you.

We offer free assistance with writing notes and gift messages for our customers. If you need this service, please write your note or gift message in the Note section when placing your order.

We are continuously working to improve our personalized products. Currently, you cannot preview the finished product before purchasing.

After your purchase, a product preview will be sent to you via email. You can reply directly to the email or use live chat to confirm that the custom design meets your requirements or to request modifications.

If you do not confirm within 24 hours, the custom order will automatically be processed, fulfilled, and shipped to the address you provided.

Our team always tries to update as many options as possible, but sometimes, we can’t meet our customers’ needs. We are working hard day by day to bring you the high quality personalized gifts which are truly special and unique.

We’d love to hear your thoughts and we’re willing to add more options if we could.

If you have not placed an order yet, you can share your new idea suggestion by request A New Idea Suggestion via

- Chat live

- Email: Support@thunala.com

We're very sorry to hear that! We will try to find a solution quickly, but in order to do this, kindly read our Refund & Return Policy.

Case 1: I received the wrong/someone else's order.

We want to sort out the problem with incorrect items straight away. You can file a complaint to request a replacement or a refund.

Please upload a picture/video of the item you received via Contact Us

Case 2: My order arrived defective/damaged/broken.

We aim at providing you with a perfect personalized gift, but sometimes orders might be damaged during transit.

If your order, unfortunately, came broken, you can request a replacement or a refund. Please upload a picture/video of the item you received via Contact Us

Case 3: I received the items that are not as described.

If the received item doesn't look like what you purchased or is different from the product image sample, please do the following steps:

Step 1:

Compare the given information in your order confirmation to the received item

Step 2:

- If the item was designed similarly to the order confirmation, you did get the correct order.

- If the item was designed differently, please Contact Us and attach the pictures, confirmation information about your order to get help.

Below are some issues the customer often meet and our solutions:

Shipping

The package was delivered to the incorrect address

If the package has arrived at a location different from the recipient's address, we will refund or replace the item.

The package was returned to its sender but the address was valid and correct

We will be happy to replace the order that was returned to its sender or to refund your order.

The post office provided a notice that the package was lost in the mail

We will be happy to replace the order that was lost in the mail or refund your order.

The tracking system shows no updated progress for too long

We will process a refund or reshipment if the tracking has not been updated for more than 10 business days (for orders within the US) and more than 30 days (for international orders).

Received Items

The item received is incorrect or defective

We can either refund or replace the order.

The item received is damaged/broken

We can either refund or replace the order.

The order arrived with one or more items missing.

If an order arrives with a missing item, we will gladly ship out the missing piece.

Please note that detailed photos are required for quality control purposes.

I have a quality issue regarding a received item.

If your order items have quality issues (such as blurry printing, faded printing, etc.), we can either refund or replace the order.

If you attempt to track your package and there is no information available that just means the carrier has not processed your parcel yet. When the parcel is scanned into the system, tracking events will populate on the tracking page.

Please rest assured that we are still working hard to deliver your order asap.

Need more help? Please contact us via Chat Live or Email: Support@thunala.com

There are a few reasons an order can be returned to the sender but most often it is due to an undeliverable address. The returned orders will be donated to charities and will not be returned to our warehouse. Before reaching out to our customer support, please check your given shipping address first.

- If the provided shipping address is correct, we’ll resend a replacement at no cost once only.

- If the provided shipping address is incorrect, the extra fee is needed to reship your order to the correct address or a new shipping address. We’ll try to cover up to 50% resending fee.

If the order has been scanned as delivered but you haven’t got it, this may be due to a scanning error. Please allow a few more days for the item to be delivered before contacting us.

We suggest that:

- Check the shipping address if it is correct.

- If the item was sent to your home, you should ask other family members if they accepted the delivery. Please also check if the item has been left with a neighbor.

- If the item was sent to your work address, check with the post room and your colleagues to see in case someone accepted the delivery.

- Your purchase may have included various deliveries which will be received on different dates.

If you still can’t find your parcel, please contact us via Live Chat or Email: Support@thunala.com. We’re willing to open an investigation to find your order.

- The data requested for the payment failed to coincide with those on your card. A simple spelling mistake in one of the fields can cause the operation to be refused.

- You have not activated your security code. In a bid to protect cardholders from online fraud, some credit cards require you to enter an additional security code in order to confirm payment. This code is provided directly by your bank.

- You may have reached your credit limit. Contact your bank to check that you have not exceeded the authorized purchase limit.

- Your card has expired. Check if your card is still valid.

- Your order has been rejected by our risk center due to certain factors.

Your bank can provide you with all the information you require about your card and the payment options. If you check out via PayPal, please contact PayPal directly when your payment is declined.

Need more help? Please contact us via Chat Live or Email: Support@thunala.com

You may be charged foreign transaction fees as our PayPal account was registered outside the USA.

This charge comes directly from your bank. Additionally, we cannot provide the amount of the transaction fee such as information during our checkout process since it is outside of our control.

As a result, we are not able, for legal and accounting reasons, to issue an invoice reflecting these additional charges.

Considering the above, we kindly advise you to:

- Reach out to your bank for more information on any additional charges/fees.

- Consider using a different credit card that allows international transaction free of charge.

Need more help? Please contact us via Chat Live or Email: Support@thunala.com

If you discover duplicate transactions, please wait to see if they appear on your billing statement.

The double transactions that you see on your bank statement are due to the following cases:

Case 1: If your credit card was declined when you first tried to place your order, you will see a pending transaction in your account.

Case 2: When you make a payment by credit card for certain services, your credit card company may authorize your card before the actual funds are taken. This is referred to as an authorization (pending transaction).

The funds for declined/pending transactions are not taken and this charge will disappear in your bank statement within a few business days.

Additionally, you can review your order history to confirm if there are multiple orders processing on your account. If you would like to clarify that all duplicate orders are canceled, please reach out to our Customer Service Team within 12 hours of placing an order.

- Pay with Credit/Debit Card

The available credit card options are listed above. Please note that we do not collect your credit/debit card number or personal information when you make a payment. For questions regarding your transactions on our site, please consult your card-issuing bank for information.

- Pay with PayPal

When you place an order with PayPal, after clicking “Complete order”, you will be redirected to PayPal to complete your purchase securely. You can confirm your payment by logging in with your PayPal username and password.

You may still check out even without a PayPal account. To do so, please click on ""Pay with Debit/Credit Card"" and you’ll be redirected to a secure page where you can enter your credit card information or complete your payment safely via PayPal.

Need more help? Please contact us via Chat Live or Email: Support@thunala.com

Thunala adheres to the highest industry standards to protect your personal information from our online purchase. We take all reasonable care to make our Website secure and to prevent fraud.

Your card information is encrypted during transmission using secure socket layer (SSL) technology, which is widely used on the Internet for processing payments. Your credit card information is only used to complete the requested transaction and is not subsequently stored.

Note: To prevent unauthorized access to your account and to ensure your personal data remains secure, please do not share with anyone your login or password details.