Refund Policy

OUR GUARANTEE

We are sure you’ll love your Truvani products, however, if it doesn’t work for you, you have 30 days from the day your full-sized product is delivered to open it, try it, and request a refund if you don’t end up loving it.

Simply email the Truvani team at [email protected] with the subject line REFUND REQUEST and we’ll provide you with return instructions.

PLEASE NOTE: This guarantee applies only to first-time purchases, of a specific product, and is limited to 1 of each item.

Refunds do not include shipping and handling fees, and you are responsible for the cost of returning the product to us.

If you have a subscription set up, that next shipment may ship prior to the end of your 30 day refund period. We do send an email 3 days prior to that being processed, but if you do not want to receive that you must let us know prior to the rebill date.

Items returned to us without prior approval will not be refunded.

Only products purchased through Truvani.com are eligible for a refund under this policy. If you have purchased through one of our retail partners, including Amazon.com, please reach out to them regarding your return request.

INCORRECT SHIPPING ADDRESS

We ship all packages to the address provided during checkout, or that is listed as the default shipping address on your subscription account. Once your order has been prepared for shipping, we are not able to update the shipping information or re-route the package.

Most packages shipped from Truvani start with one carrier (UPS, DHL, etc.) and they deliver to the local post office. The delivery is completed by USPS. So if you have moved and forgot to update your shipping address with us, as long as you’ve submitted a change of address through USPS, your package will be forwarded to you.

Please note that occasionally USPS will charge additional postage for packages that are forwarded. Truvani will not cover the cost of that additional postage.

If you entered your address incorrectly, unfortunately we are not able to update that once the order has been prepared for shipment and provided to the carrier. In this case you can reach out to the carrier to see if they’re able to redirect your package. However, this isn’t always possible.

You can view your tracking information, including the carrier used, in the shipment confirmation email we sent when your order was shipped.

If your order is returned to us as undeliverable, we can reship the items, but please note that you will be responsible for the additional shipping charges. We may, at our discretion, issue a refund, but it will be issued minus actual shipping charges, or $9.95, whichever is greater.

ITEMS LOST IN TRANSIT/NOT DELIVERED

Packages do go missing on occasion, and we’re happy to do what we can to help you track your package down, should this happen to you. However, you must notify us within 30 days of the day your order was shipped if you have not received it. We don't have the ability to research missing packages beyond that time so anything reported as not delivered after that time will not be researched or refunded.

TRACKING YOUR ORDER

As soon as your order has shipped, you’ll be sent a confirmation email with the tracking number included. Please note that it can take 24-48 hours for the tracking information to be updated.

CONTACTING CUSTOMER SUPPORT

The best way to reach us is via email - [email protected] You can also reach us via phone or text at: 866-878-8264 We are available Monday - Friday from 9- 5 Eastern time. We do our best to respond to all emails within 24 hours (M-F) but, depending on the current volume of customer emails, it could take longer.

CUSTOMS AND TAXES TO CANADA

We follow all international requirements when shipping to Canada. We don’t have any control over whether customs or other fees will be charged. Canadian customers are responsible for any customs fees and taxes. Please note that shipping to Canada does take longer as well.

INTERNATIONAL ORDERS

We only ship to the US and Canada at this time. Customers from other countries who would like to purchase our products may order through Amazon.com (not your country’s specific Amazon site) You can find the Truvani store on Amazon here.

THE TRACKING INFORMATION SAYS THE PACKAGE WAS DELIVERED, BUT I HAVEN’T RECEIVED IT.

Sometimes USPS marks a package as delivered when it gets to the local post office and it takes another day or two to arrive at your door. If you haven’t received your package within 3 days, please reach out to us at [email protected] and we’ll look into it further.

MY PRODUCT ARRIVED DAMAGED

We’re so sorry to hear that. We do our best to make sure your products arrive safely, but unfortunately items do occasionally arrive damaged.

Please email us at [email protected] with photos of the damaged product, and we’ll make it right for you.

I NEED TO CHANGE OR CANCEL MY ORDER

We want to get your order out to you as quickly as possible, so there is often just a short window of time in which to make changes to an order that has already been processed.

We will do our best, but can not guarantee that we will have time to make changes to your order.

I WOULD LIKE A SAMPLE OF YOUR PRODUCT

We do have samples of our protein powders, but not of our other products. You can order them here.

SHIPPING TIMES/DELAYS

We do our best to get your products to you safely, and in a timely manner. However, after we hand off your package to our shipping partners, we are no longer in control of it. Please note that due to the number of packages being shipped nationwide, and safety measures that are in place due to the pandemic, packages are not being delivered within the timeframe we’re all used to.

We do ask that you be patient as we all adjust to this new normal.