FAQ – Tru Western

PRODUCT QUESTIONS

How long do Tru Western products last after being opened?

Shelf life for fragrance is 36 months.

Are Tru Western Products cruelty-free?

All Tru Western products are cruelty-free and have zero testing on animals.

How should I store my products?

As with most fragrance and beauty products, ours do best in a cool, dry place out of direct sunlight.

I had an issue with a product. How can I contact you?

Please email us at  hello@trufragrance.com. We look forward to resolving your issue quickly!

SHIPPING & DELIVERY

How much does it cost to ship domestically?

Tru Western is proud to offer FREE standard shipping on all orders for delivery in the United States. Expedited shipping costs range from $6.90 to $9.90 depending on package weight.

How long will it take for my order to be processed and fulfilled?

All orders placed Monday–Friday will be processed within 2-3 days. Orders placed Friday–Sunday and/or a holiday will be processed the next business day.

How long will it take for my order to arrive?  

Most shipments will arrive within 5–10 business days after the order has been processed and fulfilled depending on the shipment rate type.

Do you ship internationally? How much does it cost? How long will delivery take?

We currently only ship internationally to Canada through UPS for a flat fee of $18. Delivery to Canada will take approx. 8-12 business days once the order has been fulfilled. Unfortunately, we are unable to ship to international PO boxes at this time.

Which shipping carrier do you use?

Tru Western products are sent via USPS for the majority of the year. During the winter holidays, we ship packages via UPS Ground. Canada orders will be sent via UPS International.

How do I track my order?

We will send tracking information to the email address provided upon checkout. Tracking information will also display after checkout on the post-purchase screen along with order confirmation.

How do I change or cancel my order?

You may cancel your order prior to shipment by emailing  hello@trufragrance.com.

BILLING AND PAYMENT

What forms of payment do you accept?

All major credit cards, as well as Shop Pay, Apple Pay, Google Pay, Pay Pal, Amazon Pay. Gift Cards and Pre-Paid Credit Cards are not accepted.

RETURNS AND REFUNDS

What is your refund policy?

We accept returns for purchases made on full-size items only; sample-size items are not eligible for return. Unless the product is defective or damaged, the customer is responsible for all costs associated with return shipping.

How do I return a product?

You may return any full-size merchandise, including packaging and packing slip. To initiate a return, please email hello@trufragrance.com. All returns must be made within 45 days of receipt to receive a full refund. Any shipping cost you incur while returning the product will not be refunded. Once the return has been received and processed, you will be refunded within 3-4 business days.

Where should I mail my return?

Tru Fragrance & Beauty

Attn: Customer Care Return

7725 S. Quincy St.

Willowbrook, IL 60527

How will I be refunded? 

You will be refunded on the same form of payment that you used to make the purchase.

How long does it take to receive a refund after a return?

You will be refunded within 3-4 business days after we have received and processed your return.

Can I exchange my product for a different one?

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.