How do I take care of returns, exchanges or product issue?

DO NOT SEND ANY PACKAGE BACK TO THE MANUFACTURER

TRACKING SHOWS ARRIVED

There’s not a whole lot we can do when the tracking info shows it as being delivered. We have the customer check with everyone in their household as someone else might have brought it in. Sometimes we have heard of a package going to a neighbor mistakenly or being left at a different/side door. In our experience, usually the package is located.

Most orders are shipped via UPS Mail Innovations or UPS Surepost, and final delivery is by the USPS so we also suggest having the customer contact their local post office and many times they can get in touch with the actual person who delivered it and see if they recall where they left it. It’s best to do that soon after it’s marked as delivered.

Keep in mind that if tracking information states an order was delivered but your customer thinks they haven't received it, we can’t take responsibility and reship that order. In that case, any replacements would have to be at your expense.  You can then make a replacement order in the app.

NO TRACKING OR NO MOVEMENT

If a package does not show any movement and has passed the allotted time for delivery we will send a new package at our cost to the customer.  We may ask you to check with your customer to very the address or supply us with a new shipping address.

 

PRODUCT ISSUE

If it is an issue on our end where we sent out the wrong product, wrong size, bad graphic just send us a picture of what you received to info@truestoryclothing.com for quality control purposes and we can offer a refund or replacement once the issue is deemed our fault.

US/ Canadian customers have up to 15 days after the shipped date and international customers have up to 30 days after the shipped date.

What we need to make a replacement order:

1. Customer name and email.
2. Please provide the order number
3. Please provide picture of wrong/ damaged item.
4. Please provide the changes necessary to correct/make replacement order, ie: color, size, style, etc.

 

Any other inquires send to info@truestoryclothing.com