Shipping policy
SHIPPING POLICY
Last Updated: August 18, 2026
At TRUZY, everything we create is built with intention. Many of our products are produced using a print-on-demand and made-to-order production model, which means your order may be created specifically after you place it rather than pulled from a traditional warehouse shelf.
Please review the information below before placing your order.
ORDER PROCESSING & PRODUCTION
Because many TRUZY products are made to order, orders generally go through two stages:
Production → Shipping
Production time is separate from shipping/transit time.
Most orders require approximately 3–7 business days for production and processing before shipment. Certain products, custom items, limited releases, special collaborations, or periods of high order volume may require additional production time.
Business days generally exclude weekends and recognized holidays.
Once your order has completed production and ships, you will receive tracking information when available.
SHIPPING TIMES
After production is complete, estimated shipping times are generally:
United States: approximately 3–7 business days
International: approximately 7–21 business days
These are estimates, not guaranteed delivery dates. Actual delivery times may vary depending on the destination, carrier, customs processing, weather, holidays, order volume, or circumstances outside of TRUZY's control.
SHIPPING RATES
Available shipping methods and applicable shipping charges are displayed at checkout based on factors such as your order, shipping destination, and available carrier services.
Any promotional free-shipping offers will be subject to the terms presented with that promotion.
TRACKING YOUR ORDER
When tracking is available, customers will receive a shipping confirmation containing tracking information after the order has been fulfilled and transferred to the carrier.
Please allow up to 48 hours for tracking information to begin updating after receiving your shipping confirmation.
A tracking number being created does not necessarily mean the carrier has physically received the package yet.
MULTIPLE SHIPMENTS
TRUZY works with production and fulfillment partners to create and deliver certain products.
If your order contains multiple products, those products may be produced at different facilities or fulfilled separately. As a result, one order may arrive in multiple packages and on different dates.
You may receive separate tracking information for each shipment.
There is generally no additional shipping charge to the customer simply because TRUZY or its fulfillment partners divide an order into multiple shipments.
PRINT-ON-DEMAND & MADE-TO-ORDER PRODUCTS
Many TRUZY products do not begin production until an order is placed.
This approach allows us to create intentionally, reduce unnecessary inventory, and offer a wider range of designs and products.
Because production begins after purchase, customers should account for both production time and shipping time when estimating when an order will arrive.
Please review our Return & Refund Policy for information regarding cancellations, returns, exchanges, defects, and made-to-order merchandise.
LIMITED RELEASES, COLLABORATIONS & PRE-ORDERS
Limited-edition products, collaborations, special projects, pre-orders, or exclusive releases may have different production and shipping timelines.
When applicable, estimated fulfillment information will be provided on the product page, release announcement, or during checkout.
Any product-specific fulfillment information takes precedence over the general estimates contained in this Shipping Policy.
ADDRESS ACCURACY
Customers are responsible for providing a complete and accurate shipping address at checkout.
Please carefully verify:
- Recipient name
- Street address
- Apartment, suite, or unit number
- City
- State or province
- Postal/ZIP code
- Country
Because production and fulfillment may begin quickly, we cannot guarantee that an address can be changed after an order has been submitted.
If you notice an error, contact us as soon as possible.
TRUZY is not responsible for orders delivered incorrectly, delayed, returned, or lost because of an incorrect or incomplete address provided by the customer.
Additional shipping charges may apply if an order must be reshipped.
LOST, STOLEN OR MISSING PACKAGES
Once an order has been transferred to the shipping carrier, delivery is subject to the carrier's operations.
If tracking shows your package as delivered but you cannot locate it, please:
- Check around the delivery location.
- Check with household members, neighbors, building staff, or mailrooms.
- Allow a short period of time in case the carrier marked the package delivered before completing delivery.
- Contact the shipping carrier regarding the shipment.
- Contact TRUZY if additional assistance is needed.
We will make reasonable efforts to help investigate shipping issues, but TRUZY cannot guarantee replacement or reimbursement for packages confirmed as successfully delivered by the carrier.
DAMAGED OR INCORRECT ORDERS
If your order arrives damaged, defective, or materially different from what you ordered, please contact us as soon as possible after delivery.
Include:
- Your order number
- A description of the issue
- Clear photographs of the product
- Photographs of the packaging when relevant
Eligible issues will be handled according to our Return & Refund Policy.
Do not discard damaged merchandise or packaging until your claim has been reviewed.
RETURNED-TO-SENDER PACKAGES
Packages may be returned to the sender because of an incorrect address, incomplete address, unsuccessful delivery attempt, refusal of delivery, or failure to retrieve a package from the carrier.
If a package is returned, contact TRUZY for available options.
Additional production or shipping charges may apply when reshipment is requested, particularly when the original delivery failure resulted from information supplied by the customer.
INTERNATIONAL SHIPPING
International availability may vary by product and destination.
International customers are responsible for providing accurate delivery information and complying with applicable import requirements.
International orders may be subject to:
- Customs inspections
- Import duties
- Taxes
- VAT
- Brokerage fees
- Other government or carrier charges
Unless specifically stated otherwise during checkout, these additional charges are the responsibility of the customer and are not included in the product price or shipping charge paid to TRUZY.
Customs processing may also delay delivery. TRUZY does not control customs agencies and cannot guarantee international delivery dates.
SHIPPING DELAYS
Occasionally, orders may experience delays caused by circumstances outside our reasonable control, including severe weather, carrier disruptions, customs delays, transportation interruptions, holidays, labor disruptions, natural disasters, unusually high order volumes, production interruptions, or other unforeseen events.
We appreciate your patience when these situations occur and will provide available information when possible.
ORDER DEADLINES
If you need an order by a particular event, holiday, birthday, trip, or other date, please order well in advance.
Production and shipping estimates are estimates only and are not guarantees of delivery by a particular date unless TRUZY expressly states otherwise in writing.
CONTACT US
Questions regarding your order or shipment should be directed to TRUZY customer support through the contact information provided on our website.
Please include your order number whenever contacting us about an existing purchase so we can assist you more efficiently.
TRUZY
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