SHIPPING POLICY
Last updated: 2025
Carriers & Services
We ship all TRUE orders via USPS. At checkout, you’ll see available service levels and estimated delivery times for your address. We select packaging and service tiers that reflect the quality of what’s inside — your display will arrive protected.
Handling Time
Orders are processed and prepared for shipment within 2–3 business days of being placed. Business days are Monday through Friday, excluding federal holidays. You will receive a shipping confirmation email with tracking information as soon as your order leaves our hands.
Please note that handling time is separate from transit time. Your total delivery window is the handling period plus the shipping time selected at checkout.
Order Cutoff
There is no same-day cutoff time. Orders placed on weekends or federal holidays will begin processing on the next business day and ship within 2–3 business days from that date.
Where We Ship
We currently ship to all 50 U.S. states and the District of Columbia. We do not ship internationally at this time.
We are unable to deliver to P.O. boxes — a physical street address is required for all orders. If a P.O. box is entered at checkout, we will contact you to obtain a valid delivery address before your order ships, which may affect your handling time.
Shipping Confirmation & Tracking
Once your order ships, you’ll receive an email with your USPS tracking number. Tracking updates may take up to 24 hours to populate after your shipment is scanned into the USPS system.
Delayed or Lost Shipments
Once an order is in USPS’s hands, transit times are outside our control. If your tracking shows no movement for more than 5 business days or your package appears lost, contact us at [your email] and we’ll work with you to resolve it.
Damaged in Transit
If your order arrives damaged due to shipping, please contact us within 7 days of delivery with your order number and photos of the damage. We’ll make it right. See our Returns & Satisfaction Policy for full details.
Questions?
Reach us at hello at truebydesign.co — we typically respond within 2 business days.
RETURNS & SATISFACTION POLICY
Our Standard
Every TRUE display is built to meet a standard we’d be proud to put our name on. If something isn’t right, we want to make it right.
Return Eligibility
We accept returns on items that are unopened and in their original packaging within 30 days of the delivery date. To be eligible for a return, the product must be unused, unassembled, and in the same condition in which it was received — including all original packaging, inserts, and accessories.
Items that have been opened, assembled, or used are not eligible for return unless they arrive defective or damaged.
Defective or Damaged Items
If your TRUE display arrives defective or damaged, we will replace it or issue a full refund — no questions asked. Please contact us within 30 days of delivery with the following:
- Your order number
- A brief description of the issue
- Photos clearly showing the defect or damage
We will respond within 2 business days with next steps. Return shipping for defective or damaged items is covered by TRUE.
Non-Returnable Items
The following are not eligible for return:
- Opened or used products
- Items returned beyond the 30-day window
- Items without original packaging
- Final sale or promotional items (noted at time of purchase)
How to Initiate a Return
To start a return, contact us at hello at truebydesign.co with your order number and reason for return. Do not ship items back without prior authorization — unauthorized returns cannot be processed.
Once your return is approved, you will receive a return authorization number and shipping instructions. Return shipping costs for non-defective items are the responsibility of the customer.
Refunds
Approved refunds are issued to the original payment method within 5–7 business days of receiving and inspecting the returned item. You will receive an email confirmation once your refund has been processed.
Questions?
Reach us at hello at truebydesign.co — we’re a small team and we stand behind what we make.