Our shippers are working hard to make sure your Truly purchase gets to your doorstep exactly how you ordered. Due to safeguards in place to protect our distribution center employees, shipments will be delayed. Orders may take 2-5 weeks to arrive. In some cases, it might be longer due to inventory and shipment constraints. Some orders placed on hold due to address verification. Customers with an order that gets flagged for an incorrect address will be contacted through mobile (if provided) or through email. If you don't receive your order after 5 weeks, you may contact us at firstname.lastname@example.org to get the latest updates.
SHIPPING METHODS AND COSTS
Your shipping cost is calculated based on the shipping address and weight of your total checkout.
Our shipping and handling charges cover the expenses we incur to process, pack, and ship your order. Your charges are dependent on the method you select based on the above information. Standard shipping typically takes 5 – 7 business days to receive, excluding weekends and federally observed holidays. In some cases, shipping may get delayed. For orders placed during the weekend, we prioritize the shipping of these orders on Monday morning.
We ship worldwide via United States Postal Service. International Orders may incur delay due to customs duty fees and transit, expected arrival is up to 4 weeks from purchase.
We provide you with an email confirmation and tracking number to follow your shipment for continual updates for orders in the United States.
For all orders with the free shipping promo (including international orders), please note that we will ship your parcel via First Class Shipping only even if you choose other shipping options.
The estimated shipping days does not including the processing. Processing time for orders is 1-3 business days, which do not include weekends or holidays. These times may be extended during holidays, promotions, launches/restocks, and limited edition releases.
DUTIES AND TAXES FOR INTERNATIONAL ORDERS
DISCLAIMER for International Orders Duties and Taxes: Import duties, taxes, and brokerage fees are not included in the product price or shipping and handling cost and it will be collected upon delivery from the carriers for certain packages. These charges are recipient's responsibility as we are only charging the transportation fee for the packages. You may check with your country's customs office to determine what these additional costs will be.
Additionally, you may review below additional information for shipments shipping to Canada which can imply to other countries as well. We cannot be held responsible or accountable for any taxes, duties, tariffs, quarantine fees, or package warehousing fees assessed by your local customs office. These charges are separate from your shipping charge, and you will be billed directly from them.
Below are some additional information regarding international shipments to Canada:
-Brokerage Fees The brokerage fees are a processing fee charged by the shipping company. This fee includes filling in a customs form to indicate the contents and value of the shipment and calculating duty and taxes. USPS For USPS, goods valued under 20 Canadian dollars are duty and excise tax exempt. Goods over 20 Canadian dollars will be subject to the applicable duties and excise taxes. Gift shipments received by mail that are valued under 60 Canadian dollars are duty and excise tax exempt. For all casual and commercial items valued under 1,600 Canadian dollars, Canada Post will collect the assessed duties and excise taxes and a handling fee of 5 Canadian dollars from the addressee.
Taxes- Each item entering Canada will be charged GST (General Sales Tax) and PST (Provincial Sales Tax - varies by province) based on the declared value.
Duties- Under NAFTA, items that are deemed manufactured in the US (and Mexico) are duty free. A duty (percentage) may be charged if the item is manufactured in another country.
If you're buying from outside of the U.S. (particularly in Canada), your country's customs department may decide to hold your items at the border temporarily, often without explanation! Note: Canada's customs department takes a particularly long time to resolve these holds. This is relatively rare, but if your order is held up in customs, we suggest calling your country's customs department directly and ask that they release your items immediately.
*For all international shipment that uses the free shipping promo code, please note that we will ship your parcel via First Class Shipping only even if you choose other shipping options.
LOST PACKAGE POLICY
If your package shows that its been delivered at usps.com, dhl.com, ups.com, or fedex.com and you still haven’t received it, no problem! Just file a claim with the appropriate carrier and provide us with the claim number via email, chat or phone call.
We are not responsible for lost or stolen items if your order has been shipped to the correct address that you provided on your order or any shipping address that you confirmed. Customers agree that Truly does not have any liability on the order once it's already been shipped. It will be in the position of the carrier and it's the responsibility of the customer to communicate with the carrier regarding the lost or stolen items.
Please note that mail theft is punishable by law and is a federal crime, a felony that could result in prison time, the loss of the right to vote or hold public office, and significant fines. The taking of items through fraud, deception, or embezzlement are included within the definition of the crime. Mail theft includes but are not limited to: Hiding or destroying mail also constitutes mail theft, as does the purchase, receipt, or possession of mail that one knows was stolen.
Any questions concerning your shipment? Email us at email@example.com.