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 include 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, and 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?

Orders must be $30 and over to qualify for FREE standard shipping.
Orders that are $15-$30 will include a flat fee of $5.95 for standard shipping.
Orders that are $15 and under will include a flat fee of $2.95 for economy shipping.
Expedited shipping is available as an option at checkout and will include a flat fee of $14.85 for all order amounts.

Unfortunately, shipping to overseas U.S. locations (including Alaska) is not available at this time.

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

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

How long will it take for my order to arrive?  

Orders placed with standard shipping should arrive within 5-10 business days after processing is complete. Orders placed with expedited shipping should arrive within 3-4 business days after processing is complete.

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. Canadian 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.

WARRANTY

Tru Western provides a limited warranty for products purchased directly from Tru Western or its authorized retailers to be free of defects in materials or manufacturing up to 120 DAYS from the date of purchase or for the maximum period allowed by the laws of your jurisdiction, if less. To be eligible for warranty service, the original purchaser must provide proof of purchase in the form of an invoice or receipt from Tru Western or its authorized reseller. This warranty is extended only to the original purchaser of the Products and is not transferable.