SHIPPING & DELIVERY
What should I do if my package was stolen or lost in transit?
Please reach out to the True Team at email@example.com, and we’ll ensure you get your products ASAP.
How can I change my shipping address?
You may change your shipping addresses on file by visiting the Account Details page. Select the edit button and add or delete addresses as desired. Make sure to hit save once you’re done. If you have a subscription, you may edit addresses here or select your default shipping address from the Subscription Management page.
Will COVID-19 affect the shipment of my order?
While we are working hard on getting all orders to our customers on time, carriers are experiencing an up to 5-day delay on domestic orders and 14+ day delay on international orders due to COVID-19. We appreciate your support and patience.
We are also experiencing delivery disruptions with the following countries: Australia, Canada, China (including Hong Kong), Italy, Singapore, Spain, Germany, South Korea, France, Switzerland, and the UK.
This list may not be comprehensive as circumstances are evolving daily. We appreciate your patience during this unprecedented time. Please reach out to firstname.lastname@example.org if you have any specific questions about your delivery. We're happy to help.
What are your shipping options?
Thanks for reaching out. We offer free standard shipping on all orders over $40 USD in the US.
In the US, we offer Express 2-Day and Overnight shipping in case you need it sooner.
We offer free International shipping on subscriptions and orders over $150 USD. We also offer Express International Shipping (1-3 business days).
A note about customs fees: Orders shipped to countries outside of the US may be subject to import taxes, customs duties, and fees levied by the destination country. These fees are the responsibility of the purchaser and are not included in our international shipping fee.
A note from our DHL partners: DHL eCommerce Solutions no longer accepts domestic shipments destined to APO/FPO addresses shipped via select products. This went into effect on January 1, 2021.
Effective July 25, 2021, DHL will enforce this policy and no longer accept domestic packages to the zip codes listed below with the exception of the following product types:
- DHL SmartMail Flats
- DHL SmartMail Parcel Return
After July 25, 2021, any shipments – with the exception of DHL SmartMail Flats and DHL SmartMail Parcel Return - received by DHL eCommerce Solutions destined to any of the zip codes listed below, will be returned to the shipper.
Where do you ship?
We are excited to offer international shipping to the following countries/regions:
Hong Kong and Taiwan
United Arab Emirates
This list excludes countries in which customs or other challenges prevent us from reliable shipping. We appreciate your understanding!
*The following items may have issues with customs or other challenges that prevent reliable shipping to Singapore: Renew Pure Radiance Oil, Clear Pure Radiance Oil, Calm Pure Radiance Oil, Pure Radiance Body Oil, Pure Radiance Sugar Scrub.
Whether you're seeking skincare advice, need help tracking an order, or just have a quick question, the True Team is here to help—every step of the way. Email us at email@example.com