Customer Service

We’re here to help make your Truphae experience smooth from checkout to delivery. Below you’ll find details about order processing, shipping, returns, and refunds.

Fulfillment

Order Processing Time

Most standard orders are processed and shipped within 1 business day of receipt. Inkredible Box subscription orders may take up to 5 business days, as our team carefully selects and prepares the items included in each box.

Special Request & Custom-Made Items

Certain products, including special request items and custom-made pieces, may require additional processing time. Any extended timeline will be noted whenever applicable.

Pre-Orders

Items available for pre-order will include an estimated delivery date in the product description.

Product Descriptions

We recommend reading product descriptions carefully before purchase, especially for items with extended shipping times, special requirements, or limited availability.

Drop Shipping

In the event of an on-hand inventory discrepancy, or to expedite delivery, some items may ship directly from one of our U.S. distributors to your designated shipping address.

Shipping

U.S. Orders

  • Free shipping is available on U.S. orders over $20, including Alaska and Hawaii.
  • For U.S. orders under $20, a flat shipping fee of $5.99 applies.

International Orders

  • International shipping rates are calculated based on package weight and destination country.
  • At this time, we do not offer shipping to Russia or South Africa.

Please note that shipping times may vary depending on destination, carrier delays, customs processing, and other factors outside of our control. Customs duties, taxes, and additional fees associated with international shipments are the responsibility of the customer.

Returns

Returns may be initiated through our returns portal. Once your return is approved, you’ll receive instructions on how to proceed.

Start a Return

Return Period

Customers may initiate a return within 7 days of order delivery. Once approved, returned items must be shipped back to us within 5 business days. Returns not scanned by a carrier within that timeframe may be subject to a 20% restocking fee.

Refunds

A full refund will be issued for returned items that are unopened, unused, and in original condition. Once received, our team will inspect the item to confirm its condition.

Condition of Return

To be eligible for a full refund, items must be returned in their original condition, including all original boxes, packaging, and included materials.

Restocking Fees

Items returned late, used, damaged, or missing original packaging may be subject to a 20% restocking fee. If an item is damaged, used, or unable to be resold, we reserve the right to apply a higher restocking fee or deny the refund.

Refund Method & Timing

Refunds are processed back to the original form of payment. Please allow up to 7 business days after we receive the returned item for the refund to be processed.

Return Shipping

Customers are responsible for return shipping costs unless the return is due to a product defect or an error on our part.