Shipping policy
Thank you for shopping at True Goods Mall. This Shipping Policy explains our order processing, delivery, tracking, and shipping procedures.
1. Shipping Area
True Goods Mall currently ships only to eligible addresses within the United States. We do not currently accept or ship international orders.
2. Order Processing
Orders are normally processed within 1–3 business days. Business days are Monday through Friday, excluding United States federal holidays.
Orders placed on weekends or public holidays begin processing on the next business day. Processing may take longer during major promotions, holidays, severe weather, or periods of unusually high demand.
3. Estimated Delivery
After an order has been processed and dispatched, estimated delivery is 2–7 business days.
The total estimated time from placing an order to delivery is normally 3–10 business days.
Delivery estimates are not guarantees. Severe weather, carrier disruptions, public holidays, remote delivery locations, incorrect addresses, or other circumstances outside our reasonable control may cause delays.
4. Shipping Charges and Taxes
Available shipping methods and any applicable shipping charges are displayed at checkout before payment.
Applicable sales tax and other required government charges are calculated and collected at checkout. Because we currently ship only within the United States from United States fulfillment locations, international customs duties do not apply.
5. Fulfillment Locations
Products are shipped from fulfillment locations within the United States. We may use third-party warehouses and logistics providers to process and deliver orders.
Products from the same order may occasionally be shipped in separate packages. In that situation, customers may receive multiple tracking numbers and packages at different times.
6. Tracking Information
When tracking information becomes available, it will be sent to the email address or telephone number provided during checkout.
Tracking information may take up to 48 hours to display movement after the shipping carrier receives the package.
7. Shipping Address
Customers are responsible for providing a complete and accurate shipping address.
Please contact us immediately if an address needs to be corrected. We cannot guarantee that an address can be changed after fulfillment has started.
If a package is returned because of an incorrect or incomplete address, refusal of delivery, or failure to collect it, additional shipping charges may apply before reshipment or may be deducted from an eligible refund.
8. Delayed Orders
If an order has not arrived within the estimated delivery period, please:
- Review the tracking information;
- Confirm that the shipping address is correct;
- Check with household members, neighbors, reception, or building management;
- Contact the shipping carrier if a local tracking number is available; and
- Email True Goods Mall for assistance.
Please allow up to 5 additional business days for unexpected carrier delays unless tracking indicates that the package is lost or being returned.
9. Packages Marked as Delivered
If tracking shows that a package was delivered but you cannot locate it, check the delivery area, mailbox, building reception, household members, and nearby neighbors.
If the package remains missing, contact the carrier and email us promptly. We will review the available delivery information and may open a carrier investigation.
10. Lost or Damaged Packages
If a package appears to be lost or arrives damaged, contact us within 7 days of the delivery date or expected delivery date.
Please include your order number, a description of the issue, and clear photographs of the product and packaging when applicable.
After reviewing the claim, we may provide a replacement, refund, or another appropriate remedy. Customers will not be required to pay return shipping for confirmed damaged, defective, or incorrectly supplied products.
11. Order Cancellations
Cancellation requests may be submitted within 15 minutes after an order is placed. After that period, cancellation is not guaranteed because fulfillment may already have started.
Once an order has shipped, it must be handled according to our Return and Refund Policy.
12. Contact Us
True Goods Mall
Email: support@truegoodsmall.com
Website: https://truegoodsmall.com
Support hours: Monday through Friday, 9:00 a.m. to 5:00 p.m. Eastern Time
Customer service inquiries are normally answered within 1–2 business days.