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Shipping Policy

Greetings, and thank you for choosing Truenga.com!

At Truenga, we're on a mission to make your shopping experience extraordinary from start to finish. Here's everything you need to know about our shipping process.

Our refund policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers, or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Expedited shipping:

Our goal is simple: to get your order to you as swiftly as possible. Your purchase will be prepared and shipped within a mere 1 to 3 business days. We partner with trusted carriers like USPS, DHL Express, FEDEX and other local couriers to ensure your package's safe journey from our warehouses in the US and around the world to your doorstep.

Additional non-returnable items:

– Gift cards
– Downloadable software products
– Some health and personal care items

To be eligible for a return, your item must be in the same condition that you received item, unworn or unused, with tags and in its original packaging. You will also need the receipt of proof of purchase.

To return your product, please contact us at truenga.com or using the "Contact Us" form on the navigation menu. Please note that returns will need to be sent to the following address: 2435 Fillmore St, Hollywood, FL 33020.

There are certain situations where only partial refunds are granted (if applicable):

– Book with obvious signs of use
– CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened
– Any item not in its original condition, damaged or missing parts for reasons not due to our error
– Any item that is returned more than 30 days after delivery

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within 10 business days days. Please allow 2-3 business days for your banking statement to be updated after a partial or full refund has bee issued.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at hello@truenga.com or by visiting our contact us form above (quickest).

Sale items (if applicable)

Only regular-priced items may be refunded, unfortunately, sale items cannot be refunded.

Exchanges (if applicable)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email to arrange an exchange.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Return shipping

We have a 30 day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received item, unworn or unused, with tags and in its original packaging. You will also need the receipt of proof of purchase.

To return your product, please contact us at hello@truenga.com or using the "Contact Us" form on the navigation menu. Please note that returns will need to be sent to the following address: 2435 Fillmore St, Hollywood, FL 33020.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund and a return shipping label is created for you, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Shipping and handling

Please allow 1 - 3 business days for shipping and handling. Our commitment is to provide you with the cost savings of shipping directly from our warehouses to your home to avoid the high branding costs. Please allow our staff to sort and handle your order in a timely manner. All orders are automatically provided with a tracking number which will be provided upon request.

USA Domestic and international shipping

Most orders arrive within 5 - 7 business days in the USA and 5 - 12 business days anywhere in the world. However due to the current situation around the world there might be a slight delay at the border for international customers.

Tracking your order

If you provided a mobile phone number and/or email address, you will be sent a confirmation email or text message with your order confirmation. The message will include a tracking number that you can use to track your order and sign up for tracking order notification updates from the courier company. To track your order simply visit our "Tracking" page.

Wrong address disclaimer

It is the responsibility of the customer to make sure the shipping information entered is correct. To expedite shipping and handling times, we strive to minimize the time frame for rectifying any errors or omissions in the shipping address. If you think you may have provided an incorrect shipping address please reach out to us immediately using the contact us form on this site and we will do our best to either reroute or correct the shipping information for you in a timely manner.

Lost/Stolen packages

Truenga.com is not responsible for any lost or stolen packages. If the tracking number information indicates that your order was delivered to your shipping address or a delivery attempt was made please contact your local courier company referencing your tracking number. If you need any further assistance please contact us using the contact us form so one of our team members can help you as soon as possible.

Damaged Packages

We take every precaution to ensure your order reaches you in pristine condition. However, if your package sustains any damage during transit, please let us know immediately. We'll initiate a case with the carrier and take necessary action to resolve the issue in your best interest.

Process and handling period

Your order will be shipped only on business days (Monday - Saturday) with a handling time of 1 - 3 business days and a cut-off time of 12PM (GMT-08:00) Pacific Standard Time (Los Angeles) after verification of your shipping information and payment is processed.

Shipping within the USA

Free shipping for orders over $70 dollars or more.

Handling time: 1 - 3 business days (M-Sat).

Transit time: 5 - 7 business days (M-Sat).

Order cut-off time: 12PM (GMT-08:00) Pacific Standard Time (Los Angeles)

Shipping outside the USA

Discount shipping for orders over $70 dollars or more.

Handling time: 1 - 3 business days (M-Sat).

Transit time: 5 - 12 business days (M-Sat).

Order cut-off time: 12PM (GMT-08:00) Pacific Standard Time (Los Angeles)

Shipping protection insurance:

Should anything happen to your order while in transit or when dropped off at your front door such as theft, shipping damage or mistakes by the delivery company, your order will be insured for the amount of the order placed. This extra insurance is available at checkout and optional when available.

Holiday Order Cut Off Times

- Halloween Order Cut Off Times - 10-18-2023 12:00PM (GMT-08:00) Pacific Standard Time (Los Angeles)

- Thanksgiving Order Cut Off Times - 11-09-2023 12:00PM (GMT-08:00) Pacific Standard Time (Los Angeles)

- Christmas Order Cut Off Times - 12-12-2023 12:00PM (GMT-08:00) Pacific Standard Time (Los Angeles

Holidays Return Window

Returns are accepted until January 31 of the following year for Thanksgiving and Christmas.

Information Display

Please note that we reserve the right to adjust shipping procedures or transportation charges as needed to provide you with the finest delivery service possible. Our commitment is to make your shopping experience with Truenga.com exceptional in every way.

Need Assistance?

Please feel free to contact us using the Contact Us page on our menu or using the following details:

hello@truenga.com

Phone: +1 754-233-0321

Truenga Physical Office:

9 AM - 5 PM (Monday to Friday EST)

2435 Fillmore St

Hollywood, FL 33020

United States

Thank you for being a part of the Truenga community, where your business and satisfaction is our top priority.

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Our Guarantee

We stand firmly behind the dreamy comfort our travel pillows deliver. We are so confident that it will transform your travel experience that we offer a 30-Day Dream Guarantee. If, within the first 30 days of your purchase, you find yourself anything less than delighted with your Truenga™ Travel Pillow, simply reach out to us. We'll make it right—whether that means a replacement, a refund, or helping you find the perfect adjustment. Your satisfaction is our commitment.