Shipping policy

Shipping Policy

Last Updated: September 1, 2026

Thank you for shopping with RETRUE.

This Shipping Policy explains our order processing times, shipping methods, estimated delivery times, shipping costs, tracking, and other delivery-related information for orders placed through www.retrue.com.

Please review this policy before placing your order.

Shipping Area

RETRUE currently ships eligible orders within the contiguous United States.

At this time, we do not ship to:

  • Alaska

  • Hawaii

  • Puerto Rico

  • U.S. territories and remote islands

  • P.O. Boxes where the selected carrier or product cannot deliver

  • Addresses outside our supported delivery area

If an order is placed with an unsupported shipping address, we may contact you to request an alternative address or cancel and refund the order.

Order Processing Time

Order processing time is the period between when your order is successfully placed and when it is handed over to the shipping carrier.

Most orders are processed and shipped within 1–2 business days after payment and order confirmation.

Our warehouse generally operates:

Monday through Friday, excluding public holidays.

Orders placed on weekends or public holidays will normally begin processing on the next business day.

During periods of unusually high order volume, holidays, severe weather, or other circumstances outside our reasonable control, processing may take longer.

Shipping Cost and Estimated Delivery Time

For eligible orders shipped within the contiguous United States:

Shipping Area Estimated Transit Time Shipping Cost Carrier
Contiguous United States 3–7 business days Free shipping on orders over $59 UPS, USPS, or other available carriers

Estimated Total Delivery Time = Processing Time + Transit Time

For example, an order that requires 1–2 business days for processing and 3–7 business days for transit would normally arrive within approximately 4–9 business days after the order is placed.

Delivery estimates are provided for reference only and are not guaranteed delivery dates.

Actual delivery times may vary depending on your location, carrier operations, weather, holidays, transportation disruptions, or other circumstances outside our reasonable control.

Shipping Carriers

Depending on the product, destination, warehouse location, and package size, we may use carriers including:

  • UPS

  • USPS

  • Other qualified shipping carriers

We may select the carrier and shipping service that is most appropriate for your order.

Carrier selection is not guaranteed unless otherwise expressly stated at checkout.

Order Tracking

Once your order has shipped, we will normally send a shipping confirmation email containing your tracking number or tracking information.

Please note:

  • Tracking information may take up to 24 hours after shipment to become active.

  • In some cases, carrier tracking may take approximately 48–72 hours to fully update.

  • Tracking updates may be delayed during holidays, severe weather, carrier disruptions, or peak shipping periods.

If your tracking information has not updated after 72 hours, please contact us at:

support@retrue.com

We will help review the shipment status with the carrier.

Delivery Delays

Shipping carriers may occasionally experience delays due to circumstances outside RETRUE's reasonable control, including:

  • Severe weather.

  • Natural disasters.

  • Transportation disruptions.

  • Carrier network delays.

  • Holiday shipping volume.

  • Incorrect or incomplete shipping information.

  • Other unexpected logistical events.

If your package appears to be significantly delayed, please contact us at support@retrue.com with your order number.

We will review the tracking information and, where appropriate, contact the carrier for additional information.

Please note that estimated delivery dates are not guaranteed unless expressly stated otherwise.

Incorrect or Incomplete Shipping Addresses

Customers are responsible for providing a complete and accurate shipping address when placing an order.

Please carefully verify your:

  • Recipient name.

  • Street address.

  • Apartment, suite, or unit number.

  • City.

  • State.

  • ZIP code.

  • Phone number.

If you notice an error in your shipping address, contact us as soon as possible at support@retrue.com.

We will make reasonable efforts to update the address if the order has not yet entered fulfillment or shipment.

However, we cannot guarantee that shipping information can be changed after an order has been submitted.

If an order is returned to us because of an incorrect, incomplete, or undeliverable address provided by the customer, additional shipping charges may apply if the customer requests reshipment.

Order Cancellations

Orders may be canceled within 1 hour after the order is placed.

To request a cancellation, please contact us at:

support@retrue.com

If we receive your cancellation request within the 1-hour cancellation period, we will cancel the order and issue a full refund to your original payment method.

After the 1-hour cancellation period, the order may already have entered processing and can no longer be canceled.

If you no longer want the product after the cancellation period has expired, you may request a return after delivery in accordance with our Return, Refund & Cancellation Policy.

Lost Packages

If tracking shows that your package has not been delivered and there has been no meaningful tracking update for an extended period, please contact us at support@retrue.com.

We may contact the shipping carrier to investigate the shipment.

If the carrier confirms that a package was lost in transit, we will review the circumstances and provide an appropriate solution in accordance with applicable law and our policies.

Packages Marked as Delivered

If tracking shows your package as delivered but you cannot locate it, we recommend that you first:

  • Check around the delivery location.

  • Check with household members.

  • Check with neighbors where appropriate.

  • Check mailrooms, parcel lockers, reception areas, or other secure delivery locations.

  • Allow a short period of time in case the carrier marked the package as delivered before completing final delivery.

If you still cannot locate the package, contact us at support@retrue.com and provide your order number.

We will assist you in reviewing the available tracking and delivery information.

Damaged Packages or Products

If your package arrives visibly damaged, or if the product inside is damaged during transportation, please contact us as soon as reasonably possible.

Please provide:

  • Your order number.

  • Photos of the shipping package.

  • Photos and/or videos of the damaged product.

  • A brief description of the issue.

We will review the information and provide an appropriate solution according to our Return, Refund & Cancellation Policy and any applicable warranty terms.

Please keep the original packaging until your claim has been reviewed.

Refused or Undeliverable Packages

If a package is refused by the customer or returned to us because delivery could not be completed for reasons unrelated to RETRUE, the order may be handled as a customer-initiated return.

Any applicable return shipping costs may be deducted from the refund where permitted by law.

This does not apply when the package is returned because of an error caused by RETRUE or the shipping carrier.

Sales Tax

Applicable sales tax may be calculated and collected at checkout where required by law.

The amount of tax charged may depend on factors such as the shipping destination, applicable tax rules, and the products purchased.

Because this Shipping Policy currently applies to domestic U.S. shipments, customs duties and international import fees generally do not apply to eligible orders shipped within the supported U.S. delivery area.

Returns and Refunds

Shipping and return shipping responsibilities depend on the reason for the return.

If a return is caused by a confirmed product quality issue, incorrect product shipment, or other error attributable to RETRUE, RETRUE will cover the reasonable return shipping cost.

If a customer returns an eligible product because they changed their mind, no longer want the product, ordered the wrong product or model, or made another purchasing error unrelated to product quality, the customer is responsible for return shipping.

Please review our Return, Refund & Cancellation Policy for complete information regarding returns, exchanges, refunds, and cancellations.

Contact Us

If you have questions about shipping, delivery, tracking, or your order, please contact us:

Email: support@retrue.com

Website: www.retrue.com