FAQ
How do I place an order?
To place an order with Trueauragoods:
- Open the product page and select any available product options.
- Choose the quantity you would like to purchase.
- Click Add to Cart.
- Review the products and quantities in your shopping cart.
- Click Checkout and enter your contact, delivery, and payment information.
- Apply a valid discount code, if available.
- Review your order details and complete the payment.
After your order has been successfully submitted, an order confirmation will appear on the website and will also be sent to the email address provided during checkout.
For checkout assistance, contact us at service@trueauragoods.com.
How do I know whether my order was successful?
After completing checkout, you should receive an order confirmation email containing your order number and purchase details.
Please check your spam or junk folder if the confirmation does not appear in your inbox. If you still cannot find it, contact service@trueauragoods.com and include the name and email address used during checkout.
How do I add a product to my cart?
Open the product page, select the available options and quantity, and click Add to Cart.
You can then continue shopping or proceed directly to checkout.
How can I view my shopping cart?
Click the shopping cart icon on the website to view the products currently added to your cart.
From the cart page, you can review product details, change quantities, remove products, and proceed to checkout.
How do I remove a product from my cart?
Open your shopping cart and locate the product you no longer wish to purchase.
Click Remove, the trash icon, or the available delete option next to the product. The cart total should update automatically.
How do I change the quantity of a product?
Open your shopping cart and use the quantity selector beside the relevant product.
After changing the quantity, the product subtotal and total order value should update automatically.
Can I change my order after placing it?
Order changes may be possible before the order enters processing, fulfillment, production, or shipment.
Contact us as soon as possible at service@trueauragoods.com with your order number and the changes you would like to request.
We cannot guarantee changes once processing has begun or the order has been shipped.
Can I change my shipping address?
Shipping address changes must be requested before 11:00 PM PDT (GMT−7) on the same day the order is placed.
Email service@trueauragoods.com with your order number and the complete corrected address.
Address changes cannot be guaranteed after the order has entered processing or has been transferred to the shipping carrier.
What should I do if an item is missing, damaged, or incorrect?
Please contact service@trueauragoods.com and provide:
- Your order number;
- A description of the issue;
- Clear photographs of the product received; and
- Photographs of the packaging and shipping label where relevant.
Our customer service team will review the information and provide an appropriate solution, which may include a replacement, refund, or return instructions.
Please do not send any product back before receiving return instructions from us.
What payment methods are accepted?
The payment methods currently available will be displayed during checkout.
Depending on your location and device, available options may include major credit or debit cards and supported express-payment services.
Only use a payment method that you are legally authorized to use.
How do I use a discount code?
Enter your promotional code in the Discount Code field during checkout and click Apply.
Confirm that the discount appears in the order summary before completing payment.
Discount codes may be subject to expiration dates, product restrictions, minimum purchase requirements, or other promotional conditions. Unless otherwise stated, multiple discount codes cannot be combined.
Why is my discount code not working?
A discount code may not work if:
- It has expired;
- It has already been used;
- The required minimum order value has not been reached;
- The products in your cart are not eligible;
- The code was entered incorrectly; or
- Another promotion has already been applied.
Check the code carefully and review any conditions associated with the offer. Contact service@trueauragoods.com if you believe a valid code is not applying correctly.
Can my shipping address be different from my billing address?
Yes. You may enter a shipping address that is different from the billing address connected to your payment method.
Please review both addresses carefully before completing your order.
How can I track my order?
After your order has been shipped, you will receive a shipping confirmation email containing a tracking number.
You may use the tracking information provided in that email to follow the shipment. Tracking updates can take a few business days to appear after the carrier receives the package.
For assistance, contact service@trueauragoods.com.
How long does delivery take?
Orders are generally prepared and dispatched within 7 business days.
After shipment, delivery usually takes approximately 10–20 business days, depending on the destination, carrier availability, customs procedures, and transportation conditions.
Delivery estimates are not guaranteed arrival dates. Additional information is available in our Shipping Policy.
What is your return policy?
Eligible products may be returned within 14 days after delivery, subject to the conditions stated in our Cancellation, Returns & Refunds Policy.
Returned products must generally be unused, in their original condition, and accompanied by their original packaging and proof of purchase.
Contact service@trueauragoods.com before sending a return. Our team will review the request and provide the approved return instructions and return address.
How do I begin a return?
Email service@trueauragoods.com with:
- Your order number;
- The product you wish to return;
- The reason for the return; and
- Supporting photographs or videos where the product is damaged, defective, incomplete, or incorrect.
Do not return an item to the sender address shown on the parcel or to any manufacturer without receiving instructions from our customer service team.
What is your cancellation policy?
An order may be cancelled for a full refund before it enters production, fulfillment, or shipment.
Once an order has been processed or shipped, cancellation may no longer be possible. You may still request a return after delivery if the order meets the requirements of our return policy.
Send cancellation requests promptly to service@trueauragoods.com and include your order number.
When will I receive my refund?
Once an approved return has been received and inspected, we will email you with the result of the refund review.
Approved refunds are issued to the original payment method. The time required for the funds to appear depends on the bank, card issuer, or payment provider.
Is it safe to place an order online?
We use established e-commerce and payment technologies designed to protect information transmitted during checkout.
Payment details are processed through the payment methods and providers made available on the checkout page. However, no internet transmission or storage system can be guaranteed to be completely secure.
Always protect your device, account credentials, and payment information, and contact us if you notice suspicious activity connected to an order.
Is my personal information kept private?
We use personal information for purposes such as processing orders, arranging delivery, providing customer service, preventing fraud, and meeting legal obligations.
Information may be shared with payment processors, fulfillment partners, shipping carriers, and other service providers only where reasonably necessary to complete these functions or where required by law.
We do not sell or rent personal information to advertisers. Additional details are provided in our Privacy Policy.
Which browsers are recommended?
For the best shopping experience, use a recent version of:
- Google Chrome;
- Safari;
- Microsoft Edge; or
- Mozilla Firefox.
Keeping your browser and operating system updated can improve website performance and security.
How can I contact customer service?
For questions about products, checkout, orders, shipping, returns, or refunds, email:
Please include your order number when contacting us about an existing purchase.
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