SHIPPING AND RETURNS


PROCESSING TIME + COST

TrueFort ships globally (but we are not expert's in all international postal services and systems and you may be required to pay additional customs fees or duty taxes to receive your order).

Please note that upon receiving payment, your items will ship within 5-7 business days (Monday-Friday) unless the product listing states otherwise. Orders will be shipped in boxes.  Recycled packaging may be used.

All packages will be classified as 'merchandise.'  I will not mark international packages as gifts.

The shipping costs are only estimates and cover the postage of the order and the packaging materials.  If there is a discrepancy of over $5, the extra amount will be refunded to you.

POSTAL SERVICE

Our goal is for your purchase to reach you in the safest, most efficient, and affordable way possible. All orders ship from Salt Lake City, Utah, USA to the shipping address provided at checkout via USPS Priority Mail or USPS International.  Upgraded service (FedEx) may be requested for an additional fee.  

TrueFort is not responsible for packages shipped to the wrong address if the buyer supplied it. It is the buyer’s responsibility to ensure that all shipping information is correct before completing checkout. If you think you have made a mistake and you have not received a shipping notification yet, please let us know at truefortbrand@gmail.com ASAP so we can adjust the package before it gets lost!

TRACKING

Tracking numbers are available by request only, they will not be automatically provided and tracking services may be limited for international orders (packages being shipped outside of the USA).  Please note that a signature may be required to receive packages.  If no one is available to sign for your delivery, you may be required to arrange for a redelivery or pick up the parcel from the post office indicated on the notice.

ESTIMATED DELIVERY TIMES

Estimated Delivery Times:

United States : 3-5 business days

Europe : 15-45 business days.

Other Countries: 15-60 business days

Before/After Christmas there can to be up to 3 weeks of delays (Nov 15th to Jan 15th).

These delivery times are only estimates. International mail is affected many circumstances beyond my control including, but not limited to customs delays, long distances, weather and foreign holidays. Please understand that once a package has been shipped, transit and delivery times are beyond our control. Please be patient and understand that international packages may take several weeks to arrive, but are very rarely completely lost. 

LOSS + DAMAGES

TrueFort cannot be held responsible for the loss or damage of items while in transit. After your item ships, you will receive a confirmation and, if requested, a tracking number.   

Please contact us at truefortbrand@gmail.com if you would like to purchase insurance or a different carrier for your package, we happy to accommodate to the best of our abilities!

INTERNATIONAL ORDERS + CUSTOMS

For international orders (outside of the USA), please be mindful of your own country's customs regulations, as we cannot and will not be held responsible for any taxes, fees, loss or damage resulting from your package's processing through that system. Please keep in mind that international mail may be held for up to 4 weeks in customs. Depending on the laws and regulations of your country of residence, you might have to pay additional customs fees or taxes in order to you receive your package.

RETURNS

Your satisfaction with your purchase and experience is of the utmost importance to us. Please don’t hesitate to contact us with questions or concerns and we will try to find a solution to the situation any way we can.  

Due to the handmade one of a kind nature of each piece, we typically do not accept returns or make exchanges.  Please make sure to read product descriptions, dimensions, and shipping policies carefully before completing your purchase.

DEFECTS

In the unlikely event that you receive a defective or damaged product (with the exception of damages incurred during transit) a refund may be possible.  Please contact us at truefortbrand@gmail.com within 2 days of receiving your purchase with images and a description of the damage.  Before a refund is possible, the defective product must be returned in it’s original condition and packaging.  Shipping expenses are the responsibility of the customer.  Because each piece is handmade and one of a kind exchanges or replacements are not possible.

Color variation will not be considered an acceptable description for a ‘defective or damaged’ refund or exchange.  We take great care to accurately document and describe each piece and color variations may occur because your monitor setting differ from ours.

LOST OR DAMAGED PACKAGES

If your package is taking longer than the estimated delivery time, please be patient. Your package may be held up in customs for some reason and will still be delivered. In the case of a lost package, please contact your local post office for assistance. TrueFort is not responsible for lost or damaged packages after they have been shipped. 

Please check the integrity of the package or envelope before signing to receive the order. We recommend refusing the package if it has been obviously damaged or tampered with. Please note, customs officials may open and examine package contents. In that case, the package will be resealed and officially stamped before being delivered. 

More shipping information can be found in the 'shipping info' section at the bottom of this page.

RETURNED PACKAGES

If a package is returned to us because the buyer provided the wrong address or has not claimed a package after the delivery attempt, a refund will not be issued. The buyer must repay the shipping costs before the item can be shipped again.

THANK YOU!