Asked Questions (FAQ)

I. Welcome to Our Help Center

At VANTHANOUVONG LLC, we believe in empowering our customers with clear, comprehensive information. This Frequently Asked Questions (FAQ) page is designed to provide quick and detailed answers to the most common inquiries we receive about our products, services, policies, and processes. We’ve organized this resource to help you find what you need efficiently, whether you’re browsing for inspiration, ready to make a purchase, or need post-purchase support.

If your question is not answered below, our dedicated customer service team is always ready to assist you. Please visit our Contact Us page for personalized support.

II. General Questions About VANTHANOUVONG LLC

1. What is VANTHANOUVONG LLC?

VANTHANOUVONG LLC is a premier online retailer specializing in thoughtfully curated home furnishings and decor. Based in St. Petersburg, Florida, we source and design high-quality pieces that blend timeless aesthetics—such as Mid-Century Modern, Scandinavian, and Industrial design—with contemporary living. Our mission is to help you create intentional, beautiful, and functional spaces. Explore our full collection at vanthanouvong.store.

2. Where are you located? Do you have a physical store?

Our corporate headquarters are located at 7901 4TH ST N STE 300, ST. PETERSBURG, FL 33702, USA. Currently, VANTHANOUVONG LLC operates exclusively as an online retailer. This allows us to offer a wider curated selection, competitive pricing, and direct-to-door service to customers across the United States and internationally. You can shop our entire collection 24/7 from our website.

3. Do you ship internationally?

Yes, we do! We are proud to ship our curated collections to numerous countries worldwide. During checkout, you can enter your shipping address to see if delivery is available to your location and to view the applicable shipping costs and estimated delivery times. Please note that international customers are responsible for all customs duties, import taxes, and related fees levied by their country.

III. Product & Order Information

4. How accurate are the product photos and descriptions?

We strive for the highest level of accuracy. Our product photos are professionally taken to represent items as true-to-life as possible under controlled lighting. However, please be aware that monitor settings (color calibration, brightness) can vary, causing slight differences in how colors appear. We provide detailed dimensions, materials, and care instructions in each product description. Natural materials like wood, wool, and stone may have inherent variations in grain, color, and texture, which we consider part of their unique character and not a defect.

5. Some items list “Made to Order” or “Pre-Order.” What does this mean?

  • Made to Order: These are items crafted specifically after you place your order. This is common for custom pieces or items from artisanal workshops. Lead times are significantly longer but ensure you receive a unique product. These items are typically non-returnable unless defective.

  • Pre-Order: This means the item is temporarily out of stock but has a confirmed future production run. By placing a pre-order, you secure your item from the next available batch. We will provide an estimated ship date and keep you updated on its status.

6. How do I check the status of my order?

Once your order is placed, you will receive an order confirmation email. When your order ships, you will receive a second email containing your tracking number(s) and a link to monitor its progress. You can also log into your account on our website to view your order history and status.

7. I need to modify or cancel my order. How can I do this?

We can only modify or cancel an order if it has not yet entered the fulfillment process (packaging or shipping). Please contact us IMMEDIATELY via phone at +1 (847) 661-26868 or email at TPCCUONG@GMAIL.COM with your order number. Once an order is being prepared for shipment, it cannot be cancelled or altered.

IV. Payment & Pricing

8. What payment methods do you accept?

We accept all major credit and debit cards (Visa, Mastercard, American Express, Discover), as well as digital wallets like Apple Pay and Google Pay. All payments are processed securely through Stripe, a PCI-DSS Level 1 compliant payment gateway, ensuring your financial data is protected. We do not accept checks, money orders, or direct bank transfers.

9. Is my payment information secure?

Absolutely. Security is our top priority. We do not store your full credit card details on our servers. All payment information is encrypted and handled directly by Stripe, one of the world’s most trusted and secure payment processors. You can learn more on our dedicated Payment Methods page.

10. Why was my credit card declined?

Common reasons include: insufficient funds, incorrect billing address entered, a card security block on international transactions (if applicable), or an issue flagged by your bank’s fraud prevention system. We recommend contacting your bank directly to authorize the transaction. You are also welcome to try a different payment method.

11. Are taxes included in the price?

For orders shipped within the United States, sales tax is calculated and added at checkout based on the shipping destination’s local rates. The price you see on the product page does not include tax. For international orders, prices do not include any import duties or taxes (like VAT or GST), which are the responsibility of the recipient.

V. Shipping & Delivery

12. What are your shipping options and costs?

Shipping costs and options vary based on the size, weight, and destination of your order. Within the continental U.S., we offer standard and expedited shipping via carriers like FedEx, UPS, and USPS. Exact shipping methods, costs, and estimated delivery windows will be displayed and can be selected during the checkout process before you finalize your payment.

13. How long will it take to receive my order?

Processing time (order preparation) is typically 1-3 business days. Shipping time depends on your selected method and destination. An estimated delivery date range will be provided at checkout and in your shipping confirmation email. Please note these are estimates, and carriers may occasionally experience delays.

14. Do you offer white-glove delivery or assembly?

At this time, our standard shipping is curb-side or front-door delivery. For large or heavy items, the carrier may require someone to be present to accept the delivery. We do not currently offer in-home delivery, unpacking, or assembly services. Please refer to the specific product page for any special delivery notes.

15. What if my order arrives damaged?

Inspect your shipment immediately upon delivery. If there is any visible damage to the packaging or the product itself, please:

  1. Take clear photos of the damage and the packaging.

  2. Contact us within 48 hours at TPCCUONG@GMAIL.COM with your order number and photos.
    We will guide you through the resolution process, which may involve filing a claim with the carrier and arranging for a replacement or repair at no cost to you.

VI. Returns, Refunds, & Exchanges

16. What is your return policy?

We offer a 30-day return policy from the date of delivery for items in new, unused, and original packaging with all tags and accessories. Returns are subject to a 15% restocking fee, and the customer is responsible for return shipping costs. The original outbound shipping fee is non-refundable. Some items, like final sale, custom, or personalized products, cannot be returned. For full details, please read our comprehensive Refund and Return Policy.

17. How do I start a return?

  1. Initiate a return request through your account on our website or by contacting customer service within 30 days of delivery.

  2. Receive an authorized Returns Merchandise Authorization (RMA) number and instructions.

  3. Securely repack the item in its original packaging and ship it back to the address provided, with the RMA clearly marked on the box.
    Do not ship returns to our corporate office without an RMA.

18. How long does it take to receive my refund?

Once we receive and inspect your return (which takes 3-5 business days), we will process your refund. Please allow 10-14 business days for the refund to be issued back to your original payment method. The timing for the refund to appear in your account depends on your bank or card issuer.

19. Do you offer exchanges?

We do not process direct exchanges. For the fastest service, we recommend initiating a return for the unwanted item and placing a separate order for the new item you desire. This ensures you secure the new item immediately.

VII. Product Care & Warranty

20. How should I care for my furniture and textiles?

Specific care instructions are provided on each product page. General guidelines include:

  • Wood Furniture: Clean with a soft, dry or slightly damp cloth. Avoid harsh chemicals and direct sunlight. Use coasters and felt pads.

  • Upholstery & Textiles: Follow the specific cleaning codes (W, S, WS, X). Most of our pillows and throws have care labels; some may be spot-clean only or dry clean.

  • Steel/Metal: Wipe with a soft cloth. Powder-coated finishes are durable but can be scratched by abrasives.

21. Do your products come with a warranty?

Many of our items, especially furniture from brand partners like TON or FDB Møbler, come with manufacturer warranties against defects in materials and workmanship. Warranty terms vary by product and manufacturer. Please refer to the product documentation included with your shipment or contact us for warranty-specific inquiries.

VIII. Account & Privacy

22. How do I create an account?

You can create an account during the checkout process or by clicking “Sign Up” or “My Account” on our website. Having an account allows you to track orders, save your address, and create wish lists.

23. How is my personal information used?

We are committed to protecting your privacy. The information we collect is used solely to process your orders, communicate with you, and improve your shopping experience. We do not sell or rent your personal data to third parties. For a complete overview, please review our Privacy Policy.

23. I forgot my password. How can I reset it?

On the login page, click the “Forgot Password?” link. Enter the email address associated with your account, and we will send you a link to create a new password.

IX. Still Have Questions?

We hope this FAQ has been helpful. For any further questions, clarifications, or personalized assistance, our customer service team is here for you.

Contact VANTHANOUVONG LLC Customer Service:

Thank you for choosing VANTHANOUVONG LLC. We are honored to be a part of your journey to create a home you love.