Shipping policy
SHIPPING INFORMATION & FAQ
- WE DO NOT COMBINE SHIPPING ON MULTIPLE ORDERS
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PLEASE ENTER CORRECT SHIPPING ADDRESS
- We can reship, but a new shipping cost will be invoiced.
- We will cancel order and refund.
- If an order is returned due to insufficient address:
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WE ARE NOT RESPONSIBLE FOR ANY LOST ITEMS UPON SHIPPING
- Please submit a claim with USPS
- You can reach out to us at support@truebrvnd.com for guidance.
- All international orders are final sale. We do not accept returns, refunds, or exchanges on orders shipped outside the United States
- For orders received during the Black Friday, Cyber Monday, Christmas and holidays, it will be processed in approximately 7-10 business days. (This does not include the transit shipping time with courier)
How long does it take for my order to ship?
- We currently only offer standard first class shipping for USPS. Once our team processes the order (3-5 business days), the transit time for USPS will start once they pick up the packages from us.
- Once we receive your order(s), it will be processed in approximately 2-3 business days for Priority/Express shipping. For standard shipping orders, orders will be processed 3-5 business days.
- For orders received during the holidays, it will be processed in approximately 7-10 business days. Then once it is processed by our team, the shipping service selected will process the order(s) based on the shipping service that was selected.
- The current transit time with USPS can take up to 5-7 days on standard shipping and 3-5 for priority/express. This is in addition to our processing days.
- Please note that we do not fulfill orders on Saturdays, Sundays or Holidays.
- While we will do all we can to ensure your order is delivered on time, TRUE BRVND cannot be held responsible for conditions beyond our control such as severe weather, service interruptions, etc.
- We appreciate your patience while we fulfill your orders.
I entered the wrong shipping address – What do I do?
- Please email support@truebrvnd.com immediately upon discovery. If your item has been fulfilled and it returns back to us due to unknown address, you will be responsible for new shipping costs.
- Once your order leaves our facility, the shipping carrier you selected is responsible for the whereabouts of your package.
- Please consult your tracking number on your order confirmation page and contact the shipping carrier for any questions about delivery attempts.
- TRUE BRVND is not responsible for any additional customs or duties fees required to deliver your order. All customs and duties fees are based on your country's requirements and are subject to change.
My package was marked as delivered, but I didn’t receive it?
- Don't worry too much! It is common for packages to be scanned a few days earlier than when they are actually delivered by the courier. We kindly ask that you allow 5 business days to see if it will be officially delivered to you! In the unlikely event that you don't receive your package after this timeframe has passed, we will take further steps in assisting you!
I still haven't received my package!
- Please reach out to our customer service at support@truebrvnd.com. If no communication is received about a missing package/ item within 30 days of your order date, we reserve the right to deny replacing any items ordered and reserve the right to decline any refund requests.
Can I add an item to my order or change the size?
- Once your order has been placed, we are unable to make any edits to your order whether that is changing the size of an item or adding another item to your order.
- Your two options can be to
- Email customer service (support@truebrvnd.com) to have your order cancelled and refunded so that you are able to repurchase your entire order again with the correct items that you would like to purchase or
- Allow your current order to be fulfilled while ordering an additional item separately or beginning a returns or exchange ticket with our customer service, depending on your situation.
Do you ship to APO/FPO/Military Addresses?
- Yes, we do! Please note that it is your responsibility to select the correct parcel service during checkout and to input your address correctly. If you use the APO/FPO parcel service without an APO/FPO address, your order will be cancelled immediately.
- This is a flat rate; however, rates are subject to change.
- TRUE BRVND is not responsible for any rate discrepancies or fluctuations.
Do you ship to PO Boxes?
- Yes, it will be ship via shipping service, USPS. If for some reason your package is lost or delayed, we do not take responsibility of said lost package and will not contact USPS on your behalf. It is the responsibility of the customer to contact USPS and to plan delivery or next steps with USPS. For the best shipping experience with the TRUE BRVND, we always recommend entering a home address for your order.
What if my item(s) are damaged or I am missing an item(s)?
- If you receive a damaged item or you are missing an item, please contact customer service at support@truebrvnd.com immediately with a photo of the damaged item and your order number. If you are missing an item(s), please send us a photo of the items you did receive as well as a photo of the packing slip.
International orders: Taxes, Shipping & handling charges
- All international orders are final sale. We do not accept returns, refunds, or exchanges on orders shipped outside the United States.
- All USA orders are shipped via UPS, USPS or Fedex. All international orders are shipped via UPS, Fedex or DHL. Carriers are selected based on the most efficient delivery. International customers are responsible for customs duties and/or brokerage fees in addition to shipping costs assessed during checkout.
- All Texas residents will incur sales tax as set by the State of Texas and/or the County to which your delivery will be shipped. Please contact support@truebrvnd.com if you have any questions.
Gift With Purchase Shipping Policy
- Orders that qualify for a complimentary gift as part of True Brvnd’s Giveback Promotion will have the gift automatically included in the same shipment whenever possible.
All gifts are packed and shipped at True Brvnd’s discretion and are subject to availability at the time your order is fulfilled. - Complimentary gifts do not alter standard shipping timelines, carrier methods, or fulfillment processes.
If a qualifying order ships before a gift becomes available, the gift may ship separately at no additional charge. - If a qualifying order is returned or exchanged, the complimentary gift must also be returned in its original, unused condition with all tags and packaging intact.
If the gift is not returned, its value, as determined by True Brvnd, will be deducted from any refund or store credit issued. - Gifts have no cash value, cannot be substituted or exchanged, and are available only while supplies last.