Shipping Policy

This Shipping Policy explains how orders placed through nutra-true.shop are processed, shipped, tracked, and delivered.

By placing an order with True Nutra, you agree to the conditions described below.

Order Processing

Orders are generally processed within 1 to 3 business days after payment authorization.

Processing times may be longer during promotional periods, holidays, product launches, inventory checks, or periods of unusually high demand.

Business days do not include weekends or public holidays.

Submitting an order does not guarantee immediate shipment. We may temporarily hold an order to verify payment details, shipping information, product availability, or possible fraudulent activity.

Estimated Delivery Times

After an order has been processed and dispatched, estimated delivery times are:

• United States: 5 to 12 business days;

• Canada: 7 to 18 business days;

• United Kingdom and Europe: 7 to 18 business days;

• Australia and New Zealand: 8 to 20 business days; and

• Other international destinations: 10 to 25 business days.

These timeframes are estimates only and do not constitute guaranteed delivery dates.

Delivery may take longer because of customs inspections, carrier delays, weather conditions, public holidays, transportation disruptions, local delivery restrictions, remote destinations, or circumstances outside our reasonable control.

Shipping Confirmation and Tracking

Once an order has been shipped, we may send a shipping confirmation email containing tracking information.

Tracking information may take several business days to become active or display movement after the shipping label has been created.

A lack of immediate tracking updates does not necessarily mean that the order has not been shipped. Some carriers update tracking only after the package reaches a regional processing facility.

Customers are responsible for monitoring the tracking information and contacting the local carrier when delivery instructions, collection, or additional information are required.

Shipping Charges

Shipping charges, when applicable, are displayed during checkout before the order is submitted.

Shipping prices may vary according to:

• Delivery destination;

• Product quantity;

• Package weight and dimensions;

• Selected shipping method;

• Promotional offers; and

• Carrier availability.

Shipping fees are generally non-refundable after an order has been dispatched, except where required by applicable law or where the shipment resulted from an error made by True Nutra.

International Shipping

International customers are responsible for confirming that the products ordered may legally be imported into their destination country.

Orders may be subject to customs duties, import taxes, handling charges, brokerage fees, or other costs imposed by local authorities or shipping carriers.

Unless expressly stated at checkout, these charges are not included in the product or shipping price and remain the customer’s responsibility.

True Nutra does not control customs procedures or determine the amount of duties and taxes charged.

A refusal to pay customs charges does not automatically qualify an order for a full refund. If the package is returned to us, any approved refund may be reduced by the original shipping cost, return shipping fees, customs charges, handling fees, and other expenses incurred.

Address Accuracy

Customers are responsible for providing a complete and accurate shipping address, including:

• Recipient’s full name;

• Street and house or apartment number;

• City;

• State, province, or region;

• Postal or ZIP code;

• Country; and

• Valid telephone number when requested.

True Nutra is not responsible for delivery failures, delays, losses, or additional costs caused by incorrect, incomplete, outdated, or improperly formatted information provided by the customer.

Address-change requests must be sent to nutratrue@support.com as soon as possible. We cannot guarantee that an address can be changed once an order has entered processing or shipment.

If an address change is possible, additional shipping fees may apply.

Multiple Shipments

Products within the same order may be stored or fulfilled from different facilities.

As a result, an order may arrive in separate packages and on different delivery dates. Separate tracking numbers may be provided for each shipment.

Receiving only part of an order does not necessarily mean that the remaining products are missing.

Delayed Shipments

Delivery dates are estimates and may be affected by circumstances outside our control.

A shipment will not be considered lost solely because it arrives later than the estimated delivery period.

Customers should allow a reasonable additional period for delayed shipments and check the tracking information before requesting an investigation.

True Nutra is not responsible for indirect losses, missed events, inconvenience, or other consequential damages caused by delivery delays, to the fullest extent permitted by law.

Delivered but Not Received

When tracking information indicates that a package has been delivered but the customer cannot locate it, the customer should:

• Check the mailbox, entrance, porch, reception area, garage, and other safe locations;

• Ask household members, neighbors, building staff, or reception personnel;

• Verify that the shipping address on the order confirmation is correct;

• Wait at least one additional business day, as some carriers mark packages as delivered before completing delivery; and

• Contact the shipping carrier directly for delivery details.

After completing these steps, contact nutratrue@support.com with the order number and any information provided by the carrier.

A carrier’s confirmed delivery record may be treated as evidence that the order was successfully delivered. However, we may assist with an investigation when reasonably possible.

True Nutra does not guarantee refunds or replacements for packages confirmed as delivered to the address supplied by the customer.

Lost Packages

A package may be considered lost only after the carrier confirms the loss or after a reasonable investigation period has passed without delivery.

Customers must cooperate with any carrier investigation and provide requested documents, declarations, or confirmations.

If a package is confirmed as lost, we may provide a replacement, store credit, or refund, depending on the circumstances and applicable law.

We may refuse a claim where tracking confirms delivery, the customer provided an incorrect address, or there is reasonable evidence of fraud or claim abuse.

Damaged Packages

If a package arrives visibly damaged, leaking, opened, or tampered with, contact us as soon as reasonably possible.

Please retain the product, packaging, shipping label, and all contents until the claim has been reviewed.

We may request clear photographs or videos of:

• The external package;

• The shipping label;

• The internal packaging;

• The damaged product; and

• Any leakage or visible defect.

Failure to retain the packaging or provide sufficient evidence may prevent us from filing a carrier claim or approving a replacement.

Undeliverable and Returned Packages

Packages may be returned to the sender because of:

• An incorrect or incomplete address;

• Failed delivery attempts;

• Failure to collect the package;

• Recipient refusal;

• Customs rejection;

• Unpaid duties or taxes;

• Local delivery restrictions; or

• Other circumstances outside our control.

If an order is returned, we may offer reshipment after payment of additional shipping costs.

Where a refund is approved, we may deduct original shipping fees, return shipping charges, customs expenses, handling costs, and any other non-recoverable charges.

Refused Shipments

Refusing delivery does not automatically cancel an order or guarantee a full refund.

A refused shipment must first be returned, identified, and inspected. Any approved refund will be processed according to our Return and Refund Policy and may be reduced by shipping, handling, return, and customs-related costs.

Delivery Restrictions

We may be unable to ship certain products to particular countries, regions, postal codes, military addresses, post office boxes, freight-forwarding services, or locations restricted by law or carrier policies.

We reserve the right to cancel an order if delivery is unavailable, prohibited, unsafe, or commercially impractical. If a paid order is cancelled before shipment, the appropriate amount will be refunded to the original payment method.

Freight Forwarders and Reshipping Services

Customers who use freight forwarders, package forwarding companies, reshipping services, hotels, temporary addresses, or third-party receiving agents do so at their own risk.

Our responsibility is considered fulfilled when the order is delivered to the forwarding service or receiving address supplied during checkout.

We are not responsible for loss, damage, delay, repackaging, additional fees, or delivery failures occurring after that point.

Order Changes and Cancellations

Orders are processed quickly. Requests to cancel an order, modify products, or change the shipping address must be submitted immediately after purchase.

We cannot guarantee that changes or cancellations will be possible once an order has entered fulfillment or shipment.

Orders that have already been dispatched must be handled according to our Return and Refund Policy.

Fraud Prevention

We may delay, verify, limit, or cancel shipments where there is reasonable evidence of:

• Unauthorized payment use;

• Identity inconsistency;

• Suspicious ordering activity;

• Address manipulation;

• Excessive claims;

• Resale activity;

• Chargeback abuse; or

• Other fraudulent or improper conduct.

We may request additional information before approving or shipping an order.

Contact Us

For shipping questions, tracking assistance, or delivery concerns, contact:

Email: nutratrue@support.com

Please include your full name, order number, email address used during checkout, and a clear description of the issue.