Shipping + Return Policy
When will my order ship after purchasing?
Processing takes 1-3 business days, Monday through Friday not including holidays. We know, we’re as fast as lightning! Shipping times vary depending on where in the world you’re shipping to. Please refer to our handy dandy list below to find out how long your Truly package will take to arrive.
Estimated Shipping Time
Contiguous US: 4-8 business days
Non-Contiguous US (PR, HI, AK): 7-12 business days
Australia, UK & Canada: 6-8 business days
Saudi Arabia, Bahrain, Kuwait, United Arab Emirates, Qatar: 10-16 business days
Russia: 10-16 business days
Chile: 10-16 business days
Other International: 10-20 business days
Tracking is only available on US, Australia, Bahrain, Belgium, Canada, Chile, Denmark, France, Germany, Hong Kong, Kuwait, Netherlands, New Zealand, Qatar, Saudi Arabia, Spain, Russia, UAE, and UK orders. We can not track other international packages.
How is my shipping cost calculated?
Your shipping cost is calculated based on your shipping address, the shipping method chosen, and the weight of your order at checkout. For free shipping, both domestic & international is shipped either usps or ups dependent on location.
What are the extra duties and taxes for when I purchase from outside of the US?
For international orders, import duties, taxes, and brokerage fees are not included in the product price or shipping and handling cost. These costs 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.
Help! My Truly product did not arrive up to par.
In some cases, products will leak or melt in transit on their way from our manufacturing facility to our fulfillment center. This is a rare occurrence but does happen from time to time. Likewise, if you receive a product that you suspect to be expired or not suitable for use please contact our support at email@example.com and we will be happy to help you!
I received a product with an outdated label.
Due to a recent name change from Truly Organic to Truly, some of our shipped out products may be packaged with our outdated ”Truly Organic” branding. Our goal has always been to incorporate a blend of natural, healthful ingredients with clean, high-end non organics to make skincare that promises the best results. Our mission hasn’t changed, but our name has! Please note that these products are not 100% organic or certified organic and refer to the information on our disclaimer page on our products ingredients to understand what should be expected within Truly products. If you have received a product labeled with “Truly Organic” and would like to promote or share that product, or would simply like your product to have updated labeling, please contact us at firstname.lastname@example.org and we will replace your product with our most updated “Truly” packaging or issue you a store credit or refund for the value of the product.
Can I return a product if I have (gently) used it?
We’ve all been there - sometimes a product after the first or second use just doesn't work for you or your skin type. No biggie. Please contact our customer support at email@example.com and we will be happy to help you! Please kindly note, we do not cover the cost for return of unwanted products but if you are not satisfied with your order please contact us, as we're happy to help.
How long do refunds take?
Refunds will take 3-5 business days to be processed and posted to your payment method.