Shipping Policy

We want your order to reach you smoothly. This policy explains how and when we ship, what it costs, and what happens if something goes wrong in transit. Nothing in this policy limits your rights under the Australian Consumer Law.

Questions? Email us any time at hellotruform@outlook.com.

Please note: shipping from our overseas warehouse

Truform items are shipped from our warehouse overseas. This means delivery takes longer than a locally-stocked store, and your order may take a few weeks to arrive. We think our products are worth the wait — but we want you to order with a clear picture of the timeframe, so please read the estimated delivery times below before you buy.

Order processing

Orders are processed and dispatched within [2-3 BUSINESS DAYS] of purchase (orders placed on weekends or public holidays are processed the next business day). You'll receive a confirmation email when you order, and a second email with tracking once your order ships.

During sales, launches or peak periods, processing may take a little longer. If there's a significant delay with your order, we'll let you know.

Estimated delivery times

Delivery estimates run from the date your order is dispatched, not the date you place it, and are in addition to the processing time above. They're estimates, not guarantees.

• Australia: estimated [e.g. 10–12 business days] from dispatch
• International: estimated [e.g. 6-8 business days] from dispatch, depending on destination and customs

These windows reflect international transit from our overseas warehouse. Occasionally, customs or carrier delays outside our control can extend them.

Shipping rates

Shipping is calculated at checkout based on your delivery address and the items in your order.

• Standard shipping: [$FREE]
• Free shipping: on orders over [$65] (remove this line if not offered)

Customs, duties and taxes

Because orders ship internationally from our overseas warehouse, they may be subject to import duties, taxes, GST or customs charges in the destination country. Where these aren't collected at checkout, they are your responsibility as the customer. We can't predict or control these charges — if you're unsure, check with your local customs office. If a parcel is refused or returned because these charges weren't paid, any return shipping costs may be deducted from your refund.

Tracking your order

Once your order ships, we'll email you a tracking number. Please allow up to [X business days] for tracking to begin updating. If your tracking hasn't updated or your order hasn't arrived within the estimated window above, contact us at hellotruform@outlook.com and we'll look into it.

Delivery, risk and lost parcels

Risk of loss or damage passes to you when the order is delivered to the address you provided.

Please make sure your shipping address is complete and correct at checkout — we can't be responsible for orders sent to an incorrect or incomplete address you supplied. If an order is returned to us as undeliverable because of an incorrect address or a failure to collect it, we'll contact you to arrange re-delivery (additional shipping may apply) or a refund less the original shipping cost.

If your order is genuinely lost in transit, contact us and we'll work with the carrier to resolve it and make it right.

Damaged, defective or wrong items

If your order arrives damaged, defective, or you've received the wrong item, contact us straight away at hellotruform@outlook.com with your order number and a photo, so we can sort it out. This is covered by our Return & Refund Policy and by your rights under the Australian Consumer Law, which include a remedy for goods that don't meet the consumer guarantees.

Your consumer rights

Nothing in this Shipping Policy excludes, restricts or modifies any consumer guarantee or right you have under the Australian Consumer Law, including the guarantee that goods will be supplied within a reasonable time where no timeframe is agreed. Our stated delivery estimates are made in good faith based on our usual shipping times.

Contact

Truform — hellotruform@outlook.com