Have a Question? Find Your Answer Here
Order-Related FAQ
How do I place an order?
Add items to your cart and follow the checkout steps to confirm securely.
Do I need an account to order?
No, you can check out as a guest. Accounts help track orders and save details.
Can I order multiple items at once?
Yes, you can add as many items as you like to your cart.
Can I change or cancel my order?
Yes, but only before shipping. Contact support quickly.
What if I entered the wrong address?
Contact us immediately. If not shipped, we can update it.
How do I know my order was successful?
You’ll receive a confirmation email with order details.
Can I save items for later?
Yes, use the “Wishlist” or “Save for Later” option.
Can I pre‑order upcoming products?
If available, pre‑order options will be listed on product pages.
What if I don’t receive a confirmation email?
Check your spam folder or contact support to verify.
Shipping-Related FAQ
Do you ship internationally?
Yes, worldwide shipping is available.
How long does delivery take?
Because each product is made‑to‑order, please allow 2–5 business days for production before shipping.
Once shipped, delivery times vary by location:
- Domestic orders: 3–9 business days.
- International orders: 7–14 business days, depending on customs and local carriers.
You’ll receive a tracking number via email as soon as your order is on its way.
How can I track my shipment?
You’ll receive a tracking number via email.
What are the shipping charges?
Fees depend on location and order size.
Do you offer free shipping?
Yes, on qualifying orders above a set amount.
Do you ship to P.O. boxes?
Yes, unless restricted by the carrier.
What happens if my package is delayed?
We’ll notify you and work with the carrier to resolve it.
What if my package is lost?
Contact support immediately. We’ll investigate and replace or refund.
Return-Related FAQ
Can I return an item?
Because all of our products are made‑to‑order, we do not accept returns or exchanges for reasons such as size, color preference, or change of mind.
However, if your item arrives damaged, defective, or incorrect, please contact us within 3 days of delivery parcel received with photos, and we’ll gladly arrange a replacement or issue a refund.
How do I start a return?
Log in, select your order, and click “Return.”
Do I have to pay for return shipping?
Costs may apply unless the item was defective or incorrect.
Can I exchange an item?
Because our products are custom‑made to order, we do not accept exchanges for reasons such as size, color preference, or change of mind.
If your item arrives damaged, defective, or incorrect, please contact us within 3 days of delivery percel received with photos, and we’ll arrange a replacement at no extra cost.
Do you refund shipping fees?
Shipping fees are non‑refundable unless the item was defective.
Can I get a partial refund?
Yes, if only part of your order is returned.
How long do I have to return an item?
Returns are accepted within 14–30 days of delivery.
What if my item is defective?
Contact us immediately with photos for replacement or refund.
Refund-Related FAQ
How long does it take to get a refund?
5–10 business days after we receive your return.
How will I receive my refund?
Refunds go back to your original payment method.
Can I get store credit instead of a refund?
Yes, store credit is available for faster processing.
What if I used a gift card?
Refunds will be reissued as store credit or back to the gift card.
Do you refund shipping fees?
Shipping fees are non‑refundable unless the item was defective.
Can I get a partial refund?
Yes, if only part of your order is returned.
Can sale items be refunded?
Yes, unless marked “Final Sale.
What if my refund is delayed?
Contact support — we’ll check with your payment provider.
Can I get a refund if I never received my order?
Yes, after investigation with the carrier.
Do you notify me when my refund is processed?
Yes, you’ll receive an email confirmation once issued.
Customer Support FAQ
How do I contact customer service?
You can reach us via email, live chat, or phone. Contact details are listed on our “Contact” page.
What are your customer service hours?
Our support team is available Monday–Friday, 9 AM–6 PM (local time). Weekend support may be limited.
Do you offer live chat support?
Yes, live chat is available during business hours for quick assistance.
How long does it take to get a response?
We aim to reply within an hour. Live chat responses are instant during operating hours.
Can I get help choosing the right product?
Absolutely — our support team can guide you with sizing, product details, and recommendations.
What if I don’t receive my order?
Contact us immediately. We’ll investigate with the carrier and arrange a replacement or refund if necessary.
Can I speak to a real person?
Yes, you can request a call or connect with a live agent during support hours.
Do you offer multilingual support?
Yes, we provide assistance in English and other languages, depending on availability.
Still have a question? Contact US
Email: truevisionnation@gmail.com Phone: 240-782-1255
Business Hours: Mon–Sat, 9 AM – 6 PM