Shipping policy
All estimated/typical delivery times are derived from real-world data from past orders. They are approximate times for reference only.
COUNTRIES
Truegild ships globally, except the countries listed below:
- Crimea
- Cuba
- Iran
- Russia
- Donetsk
- North Korea
- Luhansk
- Syria
We also don’t deliver to PO boxes.
PROCESSING/HANDLING
The processing time begins from the date you place your order. It usually takes 1-2 business days to process your order. However, more significant purchases and freight shipments may require longer processing times. Once we’ve processed it, we can ship it.
SHIPPING
We offer free shipping for all orders above $300 USD, via FedEx / DHL / UPS. Otherwise, shipping costs $25.
Shipping time usually takes 4 - 8 business days.
- We use FedEx, DHL, or UPS’s Priority service for deliveries to the Rest of World.
- We prepay all customs duties and taxes.
- Depending on the courier, you may or may not need to sign for your order upon delivery.
- We ship all orders from our Hong Kong SAR warehouse. As Japan is our biggest inventory sourcing market, we keep our warehouse close-by in Hong Kong, due to it's 0% import and export tariffs and general convenience when it comes to shipping logistics and customs.
- Our Hong Kong warehouse is located at: 100 Texaco Rd, Tsuen Wan, Hong Kong. The shipping cutoff time is 3PM (CST).
TOTAL DELIVERY TIME
Total delivery time is 5-10 business days.
PLEASE NOTE:
- Shipping times will be affected during public holidays; manufacturers and couriers will limit their operations. This is outside our control. Regular service resumes immediately after each holiday.
- Incorrect address details, customs clearance procedures, and other issues may cause a delay in delivery.
TRACK YOUR ORDER
Upon completing your order, you will receive an email confirmation. Please check your spam folder if you did not receive this. If you are still waiting for your order confirmation, please get in touch with us so we can provide your order number.
An email message will be sent to you once a shipping label has been created. With larger orders, you might receive multiple emails.
CHANGE YOUR ADDRESS
We cannot change the delivery address once the order is in transit. If you need to change the place where your order will be delivered, please get in touch with us within 12 hours of placing your order at contact@truegild.com. Please note that we usually process and dispatch orders within one business day of placing them.
BACKORDERS
Should an item become unavailable after placing your order, we will notify you by email and phone.
The temporarily out-of-stock portion of your order will be automatically cancelled and refunded unless we hear from you within two business days.
CANCELLATIONS
If you change your mind before you receive your order, we can accept cancellations at any time before the order has been dispatched. Please refer to our refund policy if an order has already been sent.
UNEXPECTED DELAYS
The delivery may take longer than the standard shipping times stated here. Please get in touch with us if your package takes longer than our advised 5-10 business day delivery time frame to arrive, and we will help you resolve any situation we have control over.
PARCEL DAMAGE IN TRANSIT
If you find a parcel damaged in transit, please reject the parcel from the courier and contact our customer service at contact@truegild.com. If the parcel has been delivered without your presence, please get in touch with customer service with the next steps.
After five days following delivery confirmation, we will not recognize lost or shipping damage claims.
PARCEL NEVER ARRIVED
If your order does not arrive within 10 business days, please contact our customer service at contact@truegild.com. We will locate your parcel for you.
FOR FURTHER INQUIRIES
- Company Name: Blue Horizon Digital LLC
- Phone: +510-340-5362
- Email: contact@truegild.com
- Address: Suite 700, 6671 Southwest Freeway, Houston, Texas, 77074, USA
- Office Hours: Monday–Friday: 9:00 AM – 6:00 PM (CST)