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.
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.
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.
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.
Route+ is premium package protection for your online orders. When you add Route+ at checkout, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise. When you file a claim, it will be reviewed for approval for a reorder or refund within 24 hours.
Purchased Route+ and need to file a claim? File here
When you add Route+, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise. When you file a claim, it will be reviewed for approval for a reorder or refund within 24 hours.
Claims for packages presumed to be lost by the carrier, where the status is “not delivered” must be filed no sooner than 7 days after the scheduled delivery date for domestic shipments (and 20 days for international shipments), but not later than 30 days from the date the shipment was originally scheduled to be delivered.
Claims for packages marked by the carrier as “delivered” yet not received by the customer must be filed within 5 days from the date and time shown by carrier as delivered. Underwriters reserve the right to require proof of either a copy of a police report showing report of theft or security video recording showing evidence of theft.
All other claims for loss or damage should be filed as soon as discovered but in no event later than 60 days from the purchase date.
To protect your order against damage that occurred during shipping, add Route+ package protection at checkout. When you add Route+ at checkout, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise. When you file a claim, it will be reviewed for approval for a reorder or refund within 24 hours.
If your order has defects or you suspect it was damaged during manufacturing, please reach out to us at email@example.com and we will be happy to work with you to remedy the situation.
Route’s terms and conditions are listed here: https://route.com/terms-and-conditions/.
If you insured your order with Route+ at checkout, you will receive a confirmation email from Route with a link to file a claim. You can also file a claim here: https://claims.route.com/.
Note: Make sure to have the Order ID we sent you or the Route Order ID ready to use with the claim form.
Yes. Route is a licensed insurance company with SEG Insurance Ltd. as its partner.
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 firstname.lastname@example.org and we will issue you store credit or a full refund on the item.
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 email@example.com 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. Leaked or mislabeled products do not need to be returned in order to be refunded.
In order to be refunded, you will need to be issued an RMA (Return Merchandise Authorization). Please reach out to firstname.lastname@example.org to receive your RMA. You will need to return the product in order to get a refund. Without proper RMA, refunds can not be processed. All returns must be returned to the Truly Customer Service Department address provided via email or call confirmation with request RMA number. Refunds will not be accepted after 30 days after package delivery.
We will provide a prepaid shipping label for all customers. Please reach out to our customer service at email@example.com to request a shipping label for your return.
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. We accept returns and refunds on all new, unopened, or gently used products.
Refunds will take 3-5 business days to be processed and posted to your payment method.