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Shipping policy

IMPORTANT COVID-19 UPDATE

Due to the increase in order volume, there may be a slight delay in our warehouses and we do not guarantee delivery time. Our team is working hard to ensure all orders are filled and shipped as soon as possible.

In addition, please note that some apartment buildings no longer accept delivery to individual units. Check with your building if you plan to order online.

Trucs de Petits Yogi Inc. ("we" and "our") is the operator of truandtruand.co ("Website"). By placing an order on this website, you agree to the terms below. These are provided to ensure that both parties are aware of and agree to this arrangement in order to protect each other and to set expectations regarding our service.

1. GENERAL

Subject to stock availability. We try to maintain accurate inventory counts on our website, but from time to time there may be a stock discrepancy and we may not be able to process all of your items at the time of purchase. In this case, we will provide you with the available products and contact you to find out if you would prefer to wait for a restocking of the out-of-stock item or if you would prefer us to issue a refund.

2. SHIPPING COSTS

Canada

Standard delivery $ 7.95 CAD.

Xpress shipping $ 14.95 CAD.

Please note that we go to the post office every Wednesday due to the large number of orders. The times can vary from 1 to 7 days before shipment.

United States

Standard delivery (5-8 business days) - $ 24 CAD.

Xpress delivery $ 49.95 CAD.

Rest of the world

Standard delivery - $ 32 CAD. (Additional charges may apply)

* Please note that duties and customs charges (if any) are the responsibility of the customer. Truand Truand is not responsible for customs delays.
 

3. RETURNS

3.1 Return due to change of mind

Returns are accepted for an exchange, store credit or refund and must be made within 7 days of receiving your package by email at info@truandtruand.co. Items must be returned unused, in their original packaging and with all tags still attached. Garments with missing or damaged labels will not be processed and will not be returned to sender. We do not accept items that have been washed.

Any purchase of promotional merchandise is a final sale and cannot be exchanged or refunded.

If your order is damaged upon receipt, please review our return policy.

4. DELIVERY TERMS

4.1 National transit times (Canada)

Typically, domestic shipments are in transit for 2-8 business days.

4.2 Cross-border transit time (USA)

Typically, cross-border shipments are in transit for 2-4 business days.

4.3 International transit time

Generally, orders shipped internationally are in transit for 5-25 days, but ultimately vary depending on the country of destination.

4.4 Shipping time

Please note that we go to the post office every Wednesday due to the large number of orders. The times can vary from 1 to 7 days before shipment.

Our warehouse operates Monday through Friday during normal business hours, except holidays, when the warehouse will be closed. In these cases, we take steps to ensure that shipping delays are kept to a minimum.

4.5 Change of delivery address

For a change of delivery address request, we can change the address at any time before the order is shipped.

4.6 Shipping to a PO Box

Truand Truand will ship to PO box addresses located in Canada or the United States using postal services only. We cannot offer courier services (UPS, DHL, FedEx, etc.) to these locations.

4.7 Shipping to a military address

We can ship to military addresses using Canada Post for addresses located in Canada and the United States. We cannot offer this service using courier services (UPS, DHL, FedEx, etc).

4.8 Out of stock items

If an item is out of stock, we will wait until the item is available before shipping your order. The existing items in the order will be reserved while waiting for this item.

4.9 Delivery time exceeded

If the delivery time has exceeded the expected time, please contact us so that we can investigate.

5. FOLLOW-UP ON NOTIFICATIONS

During shipment, customers will receive a postal tracking link from which they can follow the progress of their shipment based on the latest updates made available by the carrier.

6. DAMAGED PACKAGES IN TRANSIT

If you find that a package is damaged in transit, if possible, please refuse the package from the courier and contact our customer service. If the package was delivered without you being present, please contact customer service for the next steps.

7. DUTIES AND TAXES

7.1 Sales tax

All Canadian residents are subject to GST and various applicable provincial taxes (HST, QST). Taxes are not charged for residents of the United States or other residents outside of Canada, with the rare exception of delivery from an in-state service provider.

7.2 Import duties and taxes

Import duties and taxes for international shipments may be payable upon arrival in the destination country. It varies by country, and Ugly Uglyencourages you to be aware of these potential costs before placing an order with us.

If you refuse to pay the duties and taxes upon arrival in your destination country, the goods will be returned to Ugly Ugly at the customer's expense, and the customer will receive a refund for the value of the goods paid for, less the cost of the return. The cost of the initial shipment will not be refunded.

8. CANCELLATIONS

If you change your mind before receiving your order, we may accept cancellations at any time before the order ships. If an order has already been shipped, please refer to our return policy.

9. PROCESS FOR PACKAGES DAMAGED DURING TRANSPORT

We will process a refund or replacement as soon as the shipping service finishes investigating the claim.

9.1 Process for packages lost in transit

We will process a refund or replacement as soon as the carrier investigates and finds the package lost.

10. CUSTOMER SERVICE

For any customer service request, please email us at  info@truandtruand.co