FAQ


 

  • What is the return policy?
  • We do not accept returns, exchanges or refunds. All sales are final due to hygiene reasons.If you have a issue with your order, please contact us at truebyq@gmail.com


  • What are the shipping options?
  • We normally ship first class through USPS with shipping times of 3-5 business days and depending on the location of the customer other carries such as UPS and DHL may be utilized.  Due to the COVID-19 we have seen a slow response in shipping times and have updated our shipping days to allow the customer in accordance with USPS.  We also provide expedited shipping options if the customer would like their order faster.

    ***Please note we do not ship on the weekends or holidays.***


  • When will I receive my order?
  • All of our products are handmade and made to order.   Processing time is 1-2 business days. Order shipping time is 3-5 business days. Your processing starts the day after your order is received. At any time we can complete the order before the shipping time we will absolutely do so. 

     

  • What do I do if I never received my order?
  • Please email us at truebyq@gmail.com  provide your name and order number so we may view the status of your order. 


  • What do I do if I received a defective order?
  • Please email truebyq@gmail.com  provide your name, order number, and pictures so we may investigate. Please allow 1-2 business days for a response.  


  • How do I make changes to an order I’ve already placed?
  • For security reasons changes that need to be made after the order has been placed and prior to shipping please email truebyq@gmail.com for assistance. Please include name and order number. 

     

  • How do I get help while shopping?
  • Please utilize the “Chat With Us” feature located at the bottom of the page for assistance. 

     

  • Where are you located?
  • We are located in Marietta, GA

     

  • How is the product made? Where do the materials come from?
  • All of our products are handmade and all materials are sourced from distributors in the United States.

     

  • How do I contact your company if my question isn’t answered here?
  • True by Q can be reached at 404-618-4562 or by email at trueby@gmail.com