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Frequently Asked Questions


How can I find out more information about a product?

Information for our products are available in their individual product pages. Uses, benefits, price, and full ingredients list are available in the individual product pages. If you have any questions, feel free to reach out to us!

Where are the products made?

All products are made in the USA with global ingredients.

Are you products gluten free?

Most products are but you can send us an email at and let us know the specific products you're interested in so we can provide more information.

How long can you use the product after opening?

Our products has a 6 months expiry after opening.

What does the asterisk (*) mean after the ingredient?

The asterisk ( * ) indicates the organic nature of the ingredient meaning the ingredient does not contain GMOs, and is grown without the use of conventional toxic synthetic pesticides, antibiotics or things like growth hormones.

Does the spoon and bag comes with the product?

No. The spoon and bag are not included in any of our products, however they are available for purchase separately.


I don't see any shipping options when I check out. Why am I getting this error?

This is usually caused by products with hemp in the formula. Hemp products are available to certain states in USA only. Please note that you wouldn't be able to check out your whole order if there is a hemp product in your cart. The shipping option is automatically removed if your Country/State does not allow hemp products to be shipped.

Hemp products are only available in Alabama, Arizona, Arkansas, California, Colorado, Connecticut, Florida, Georgia, Illinois, Indiana, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Missouri, Montana, Nebraska, Nevada, New Jersey, New Mexico, New York, North Carolina, North Dakota, Ohio, Oklahoma, Oregon, Pennsylvania, South Carolina, Rhode Island, Tennessee, Texas, Utah, Vermont, Virginia, Washington, West Virginia, Wisconsin, Wyoming.

If you don't have any hemp product/s on your cart, then please let us know so we can look into any technical issues.

What type of payment method does Truly accept?

We accept all major credit cards and debit cards. Unfortunately, we do not accept Paypal.

Can I use two or more coupon codes at the same time?

Unfortunately, you can only use one coupon at a time. You can choose which coupon code you prefer to use if you have two valid coupon codes. You can save up the other for your next purchase. However, you can use a coupon and get free shipping if your sub-total is $50+ USD for domestic orders or $125+ USD for international orders.

How can I update or cancel my order?

You can send us an email at or call us at +1-866-TRULY-01. Please contact us immediately for cancellations because our fulfillment center processes orders quickly.

My shipping address is incorrect. What do I do?

We can modify the shipping but this needs to be done before we pack the order. Please contact us as soon as possible by sending an email at or or call us at +1-866-TRULY-01.

How can I track my order?

Once we pack your package and ship it out, you will receive the tracking number via email. We're currently shipping all orders through USPS. You can track the status of the shipment using the tracking number provided on this site:

Why is my credit/debit card not being accepted? Why am I getting an error when placing an order?

This is usually caused by mismatch payment informations. Please check the credit card number, CVV, name on the card and expiry date. If there's still an error, please contact us to get assistance placing an order.

Does Truly have gift cards?

No, we currently don't have gift cards available.


Where does Truly ship?

Our warehouse is located in Nevada and we ship all orders from this fulfillment center. We currently ship to all 50 states (hemp products are available in certain states only) and internationally. Shipping is free for all orders within the United States that are over $50. International shipping is free for orders over $125 USD.

Do you ship internationally?

Yes! We are able to ship internationally. There are some limitations set by our carrier but you can learn more about it here:

When will my order ship?

After you order, we will process your package in our fulfillment center and hand it to our carrier for shipment. Orders ship within 24 hours unless there are any issues with the products, shipping address, or order payment. For orders placed during the weekend, we prioritize the shipping of these orders on Monday morning. Processing date might be delayed during sale and special events. Please read our shipping policy here:

I never received a confirmation email. Where can I see my order details?

You should receive an email confirmation after successfully placing an order. Please check your spam mail and make sure you add to your mailing list. If you want another email copy of your order confirmation just contact us and we'll resend it!

I received my package but they were broken. Can I ship it back?

We package our items carefully, but orders can be damaged during shipment due to the carrier. If you order from, please send us an email at with your order number and a photo of the broken item/s. Our representatives will assist you with this!

UPS says my package has been delivered but I didn't receive any. What do I do now?

Kindly coordinate with your local post office. As much as I would like to help, they would be the best people to sort this out. If there's any way we can be of help, just please reach out by sending us an email at or or call us at +1-866-TRULY-01 (+1-866-878-5901). We will help coordinate with the carrier and assist you in possible actions we can do to resolve this!

Can I return my product if it arrives melted?

It's possible for some products to melt while in transit especially during summer months or in hot climates. If your package is left outside for a long time, there's a possibility that the products will melt. In most cases, you can simply put the melted product in the fridge and let it solidify. We're not responsible for products melted during transit but we will do our best to make it right! You can send us an email at along with your order number and photo of the item you receive.

Route Shipping Insurance

What is route? For more info click here.


I cancelled my subscription. What will happen to my points?

You can sign up on our new rewards program and you'll automatically get 20 points. As soon as you signed up, please send an update so we can manually add 70% of your current points on your new rewards account.

You can click this link to register:

How do I cancel my monthly subscription?

If you do wish to cancel, you may do so at any time and there is no cancellation fee. You can email us at or or call us at +1-866-TRULY-01. However, you can skip your next renewal at anytime right on your customer dashboard.


Who do I contact if I'm having technical difficulties with the website?

For all technical and ordering issues, feel free to contact us. Here are different ways to connect with our representatives:

Do you send samples?

We don’t have samples at this time. Please make sure to sign up on our email marketing list so you can get the latest promotions and news about Truly Beauty. We might have samples in the future so stay tuned!

What is your return policy?

All of our products have a money back guarantee! If you are not fully satisfied with your Truly products, have changed your mind or receive an unwanted order just contact and our customer service representatives will aid you in completing your return. All returns must be made within 30 days of receiving the product (successfully delivered). If the order was a mistake and the package is unopened or if your package is opened, then no worries! You can contact us to be assisted with the return. As long as the return process is started within the 30 day return window, your return will be accepted. As soon as the return package is received we will need a confirmation email from you to process the refund -- simply contact us for confirmation of your return item/s and total refund amount. Funds will be returned to the card used to make the original purchase and will take between 3-6 business days to show in your bank account.

Do you have wholesale discount?

If you're interested in selling Truly products, please fill up this application:

Is Truly open for collaborations/PR relations?

We are, please fill up this application:

Our team will contact you if you qualify. Please refrain from contacting our support email address regarding collaborations since it's another department.

I have some issues with my Truly Beauty products from Ulta. What can I do?

If you did order off of Ulta and have any order issues, please contact Ulta Support. While we would love to help you, unfortunately we cannot assist with Ulta order issues as we don’t have access to their internal systems. However if you run into any troubles with their solutions, please let us know. We will assist in any way that we can. Ulta Customer Support Hotline: 1 (866) 983-8582

I've forgotten my password and can't login to my account - what do I do?

Go to the sign in page/window and click "Forgot Your Password?". Check your email for password reset instructions.

How do I sign-up for Truly's newsletter?

You can sign up on our homepage (at the bottom part) to get the latest beauty secret and trends, exclusive promotions, and news about Truly!

Need more help?

Just send our friendly staff an email at anytime!