1. How can I check the status of my order?

If you have created an account with True Glue, you can easily check the status of your order by logging into your account and visiting the “My account” page.

You will also receive emails with updated information regarding your order.

 

2. How do I track my order?

To track your order, first make sure you have an account with True Glue. Then, simply log onto your account and visit the “My account” page to retrieve your tracking number. As soon as your payment is approved, and your order has been processed (this might take up to 48 hours) you will receive an email with an update. Once your order is completed, we’ll send you a second email – here you’ll find your order tracking number, as well as a link which allows you to track your order. Please note only premium shipping methods provide tracking numbers.

 

3. How long does my order take to process?

Once you’ve received your order confirmation (via email), you can expect your order to be processed within 2-7 business days. This can change, however, during special promotions or sales: your order may be processed within 5-7 business days (due to the large number of orders we receive).

***Please be aware that we cannot guarantee on time delivery as we have no control over processing timelines as shipping outside of Canada may be subject to each destination’s Duties and Customs. Your order may be subject to local customs fees, duties, taxes or brokerage fees. As a customer, it is your responsibility to evaluate these possible fees, as True Glue bears no responsibilities for any duties or taxes placed upon your order, nor are we responsible for declared values via your order. True Glue cannot/will not be held responsible or liable for any duty, fee, tax, or otherwise, and will not issue any refund, credit or re-ship any item due to such fees.

***Shipping times are calculated from the time payment is processed.

 

4. How long does it take to receive my order?

This depends on the shipping method you chose! It will take 2-7 business days for your order to be processed, and about 5-10 business days for standard domestic shipments, or 7-30 business days for international standard shipping. Please note, though, that this is an approximate timeframe, as the number of days required for international shipping varies based on your location.

 

5. What forms of payment do you accept?

We strive to make it as easy as possible for makeup lovers everywhere to get their hands on True Glue! Because of this, we accept a fairly wide range of payment methods: PayPal, Visa, MasterCard, American Express and Apple Pay.

 

6. What is True Glue return policy?

You may return any unused product within 30 days of receiving it. To return a product (or products), send it to our office address: 290 Carlaw Ave, Unit 203, 2nd Floor, Toronto, ON, M4M 3L1 Canada. Please note True Glue Inc is not responsible for shipping costs associated with returning a product.

(Please include a note that briefly describes why you are returning the product.)

 

7. What is the Return Address?

True Glue is happy to provide a full refund to any unused products in the original packaging within 30 days of order. Please note that refunds and exchanges may be subject to additional shipping and processing fees are not refunded or paid for by True Glue. Any products that are damaged or mostly used will not be eligible for a refund or exchange. Exceptions may be made on an individual basis. Contact customersupport@true-glue.com

If you would like to exchange a product, please send the product back to True Glue in it’s original packaging and include the order number, once it is received we will send the new requested product to the shipping address provided (may be subject to additional fees). Send to:

True Glue Returns

290 Carlaw Ave. Unit #203

Toronto ON

M4M 2S1

 

8. If I am from Toronto/GTA, can I come pick up my order from your office instead of having the order shipped?

Absolutely! To make this happen, simply email us at customersupport@true-glue.com to schedule a pickup date that works for you.

 

9. Does True Glue ship internationally?

Yes, True Glue does indeed ship internationally.

 

10. Do you have free shipping options?

You’ll get free shipping if your order fits both of these criteria: (1) your order is shipped to a location within Canada or the United States, and (2) your order is $70 USD or more. 

 

11. Why was I charged customs?

International orders may incur import taxes, customs duties, and other fees imposed by the country to which your order is shipped. True Glue never collects duties and taxes, and we can’t provide any information on what these may cost you (as this depends on the country to which you are sending your order). Because countries have varying customs policies, we advise you to get in touch with your local customs office if you have any questions about customs fees that your order may be subject to.

 

12. What is the return and exchange policy?

First things first: we are wholeheartedly committed to satisfying you. So if, for any reason, you are not satisfied with the products your purchased, we will give you a full refund within 30 days of the delivery date. To get your refund, simply return the product(s) in its original packaging – as well as your invoice or receipt. You may find it useful to make a copy of your receipt for your own records!

 

13. How do I submit a return or exchange?

If you’d like a refund or exchange, start by emailing us at customersupport@true-glue.com. We’ll respond with details on how to move forward with a return or exchange. Note that we only refund orders if your request is sent within 30 days of your order’s delivery date.

 

14. When will I receive my refund?

Once we receive the package you’re returning, it’ll take us about 2-7 business days to process the return. As soon as processing is complete, we’ll send you an email to confirm that your return and refund have been completed. You will be refunded through the payment method you used to purchase the product(s).

Note that you can only receive a refund from True Glue if you purchased the product on our website. If, instead, you purchased the product at one of our authorized retailers, then contact that retailer to learn about their return policy.

 

15. How are discount codes processed?

If your product is eligible for a discount code or coupon, then simply enter the coupon/discount code when you are prompted to before checkout.

1. What are the ingredients in True Glue Original lash adhesive?

As the first and only all-natural lash adhesive on the market, True Glue Original is totally natural, safe, and easy to use. In fact, it actually benefits your skin and lashes (because of its nourishing blend of ingredients) – and you can depend on it to keep your falsies in place!

True Glue Original consists of the following ingredients: Aqua, Pullulan, Rosa Damascena (Rose) Water, Aloe barbadensis (aloe vera) leaf juice, Glycerin, Pelargonium roseum x asperum oil, Beeswax, Ricinus communis (Castor) Seed Oil, Chamomile Recutita (matricaria), Biotin, Benzylalcohol, and dehydroacetic acid.

 

2. How do you remove True Glue Original lash adhesive?

To remove your falsies glued on with True Glue Original, wipe the base of your falsies with a small amount of coconut oil.

3. Is it formaldehyde free? And why is it important to avoid lash adhesives with formaldehyde?

True Glue’s products are, and always will be, formaldehyde free. This is a mantra of ours, actually. Here’s why: scientists and medical experts recognize that formaldehyde is a human carcinogen when an individual is exposed to a lot of it – or exposed to it for a prolonged amount of time. Because the eye is a mucus membrane – and the skin around your eyes is especially thin and sensitive – whatever you apply on or near the eye gets into your bloodstream. So if you use a formaldehyde-containing lash adhesive, you’ll end up with formaldehyde in your bloodstream – which can negatively impact your health, especially if you keep using eye products with formaldehyde. True Glue’s solution to this problem is simple: cut out all formaldehyde from makeup products!

4. Is it free of acrylates?

Yes! True Glue Original is completely natural, so it has no synthetic polymers like acrylates.

 

5. Is it gluten free?

Yes, True Glue Original is gluten free.

 

6. Is it safe to wear True Glue Original while breastfeeding and/or while pregnant?

Since True Glue Original is completely natural and the most non-toxic eyelash adhesive in the market, it is very safe to use. Of course, however, if you are pregnant or breastfeeding, we suggest that you check with your obstetrician before deciding to use True Glue Original.

7. Is True Glue Original cruelty-free and vegan?

We always endeavor to use the least possible amount of animal-derived ingredients. However, True Glue Original does contain trace amounts of beeswax, so it’s not considered vegan or cruelty-free.

 

8. Is True Glue Original paraben free?

100%! True Glue Original contains no parabens. Instead of parabens, the True Glue Original formula makes use of a mix of dehydroacetic acid and benzyl alcohol – which help preserve the adhesive. Dehydroacetic acid and benzyl alcohol are eco-certified and eco-friendly ingredients.

 

9. Is True Glue Original free of petroleum-derived ingredients?

Yes! Petroleum-derived ingredients are never used in our formulas. We’ve discovered that a number of green ingredients are perfectly capable of carrying out the same function as petroleum-derived ingredients, so we use these eco-friendly ingredients instead.

 

10. Is True Glue Original latex-free?

Completely. True Glue Original contains no rubber or latex.

1. What is the difference between True Glue Original and True Glue Vegan Adhesive?

True Glue Original is completely natural and is clear when it dries. Its ingredients consist of aloe vera gel, pullulan, rosewater, and chamomile extract – and it’s the only all-natural lash adhesive on the market! Because it has beeswax, it’s not vegan. Also, True Glue Original is not water-resistant because of its water-based formula.

On the other hand, True Glue Vegan Adhesive is water resistant, lasts longer, and uses a very mild, safe, and diluted synthetic polymer instead of beeswax (so it’s thoroughly vegan). It’s just as safe as True Glue Original, and it is available in both white and black. Easy to remove, it’s a great lash adhesive for an all-day look – so consider using True Glue Vegan Adhesive if you are attending an event such as a date, prom, or wedding (or if you usually wear falsies all day).

Those are the differences between these two products. However, they are the same in these important respects: they are the safest lash adhesives on the market (you can very safely use these adhesives on a daily basis), and they do not damage your natural eyelashes.

We have some customers who absolutely love True Glue Original, and others are huge fans of True Glue Vegan Adhesive.

 

2. What are the ingredients in True Glue Vegan Adhesive?

True Glue Vegan Adhesive is formulated with these ingredients: Acrylates/Ethylhexyl Acrylate Copolymer, Aqua, Hydrogenated Castor Oil, Matricaria Recutita, Chamomile Flower Extract.

The synthetic polymer in True Glue Vegan Adhesive is very mild and diluted to ensure your safety and good health. This adhesive contains chamomile oil to soothe your skin, and castor oil to keep your natural lashes well-moisturized.

 

3. How do you remove True Glue Vegan Adhesive?

To remove your falsies glued on with True Glue Vegan Adhesive, wipe the base of your falsies with a small amount of coconut oil.

 

4. Is it formaldehyde free? And why is it important to avoid lash adhesives with formaldehyde?

True Glue’s products are, and always will be, formaldehyde free. This is a mantra of ours, actually. Here’s why: scientists and medical experts recognize that formaldehyde is a human carcinogen when an individual is exposed to a lot of it – or exposed to it for a prolonged amount of time. Because the eye is a mucus membrane – and the skin around your eyes is especially thin and sensitive – whatever you apply on or near the eye gets into your bloodstream. So if you use a formaldehyde-containing lash adhesive, you’ll end up with formaldehyde in your bloodstream – which can negatively impact your health, especially if you keep using eye products with formaldehyde. True Glue’s solution to this problem is simple: cut out all formaldehyde from makeup products!

 

5. Is True Glue Vegan Adhesive free of acrylates?

True Glue Vegan Adhesive is formulated with a super mild and diluted synthetic polymer. There are many grades of acrylates and the one we use is the best quality in the market. The ingredients that we use have been tested for safety and they are considered non-irritating. Acrylates in general are not skin irritants, and they are approved to be used in cosmetics by Health Canada.

Our customers deserve the right to use a product that lasts all day – without adding harmful ingredients to their eye area like formaldehyde, parabens, ammonia, and petrochemicals – ingredients which are present in other lash adhesives in the market. So we decided to create True Glue Vegan Adhesive as a non-toxic lash glue that would keep falsies on all day.

For example, we’ve gotten a lot of great feedback from brides who told us they were hesitant to use other lash adhesives because they contained formaldehyde. They were also concerned about using True Glue Original at their wedding because it’s not water resistant – and, of course, they wanted a look that would last the entire day. We suggested they use True Glue Vegan Adhesive, and after trying it, they were super happy with the results and absolutely loved the product.

 

6. Is it gluten free?

Yes. True Glue Vegan Adhesive is gluten free.

 

7. Is it safe to wear True Glue Vegan Adhesive while breastfeeding and/or while pregnant?

Since True Glue Vegan Adhesive is one of the most non-toxic eyelash adhesives on the market, it is very safe to use. Of course, however, if you are pregnant or breastfeeding, we suggest that you check with your obstetrician before deciding to use True Glue Vegan Adhesive.

 

8. Is True Glue Vegan Adhesive cruelty-free and vegan?

Yes, as its name implies, True Glue Vegan Adhesive is completely vegan – and it’s also cruelty-free!

 

9. Is True Glue Vegan Adhesive paraben free?

100%! True Glue Vegan Adhesive contains no parabens. Instead of parabens, the True Glue Vegan Adhesive formula makes use of a mix of dehydroacetic acid and benzyl alcohol – which help preserve the adhesive. Dehydroacetic acid and benzyl alcohol are eco-certified and eco-friendly ingredients.

 

10. Is True Glue Vegan Adhesive latex-free?

Completely. True Glue Vegan Adhesive contains no rubber or latex.

1. What is the difference between True Glue Regular and True Glue Salon Grade Adhesive?

True Glue Regular is for anyone who uses regular lash strips, while our extension glue is for salons and certified lash technicians.

 

2. Is True Glue Salon Grade Adhesive formaldehyde free?

True Glue’s products are, and always will be, formaldehyde free. This is a mantra of ours, actually. Here’s why: scientists and medical experts recognize that formaldehyde is a human carcinogen when an individual is exposed to a lot of it – or exposed to it for a prolonged amount of time. Because the eye is a mucus membrane – and the skin around your eyes is especially thin and sensitive – whatever you apply on or near the eye gets into your bloodstream. So if you use a formaldehyde-containing lash adhesive, you’ll end up with formaldehyde in your bloodstream – which can negatively impact your health, especially if you keep using eye products with formaldehyde. True Glue’s solution to this problem is simple: cut out all formaldehyde from makeup products!

 

3. Is True Glue Salon Grade Adhesive cyanoacrylate-free?

Yes! True Glue Salon Grade Adhesive is the first and only cyanoacrylate-free, salon-grade eyelash extension glue on the market.

 

4. Is your lash extension glue completely natural?

True Glue Salon Grade Adhesive has a few non-natural (but safe) ingredients. We make sure to avoid using dangerous chemicals like cyanoacrylates in True Glue Salon Grade Adhesive (it’s the first and only salon-grade eyelash extension glue on the market that doesn’t have cyanoacrylates). This product also has many natural, healthy ingredients such as castor oil and chamomile extract.

 

5. When will you launch the salon-grade lash extension glue?

True Glue Lash Extension Adhesive will be launched in June 2018 – so stay tuned for updates!

 

6. Is True Glue Salon Grade Adhesive gluten free?

Yes. True Glue Salon Grade Adhesive is gluten free.

 

7. Is True Glue Salon Grade Adhesive breast feeding and pregnancy safe?

Because True Glue Salon Grade Adhesive contains no cyanoacrylate – the first of its kind on the market – it is a very safe product. However, we recommend checking in with your obstetrician before deciding to use have lash extension done or using our salon grade adhesive.

 

8. Is True Glue Salon Grade Adhesive cruelty-free and vegan?

Yes, True Glue Salon Grade Adhesive does not contain animal-derived ingredients and is not tested on animals. It is cruelty-free and vegan.

 

9. Is True Glue Salon Grade Adhesive paraben free?

100%! True Glue Salon Grade Adhesive contains no parabens. Instead of parabens, the True Glue Salon Grade Adhesive formula makes use of a mix of dehydroacetic acid and benzyl alcohol – which help preserve the adhesive. Dehydroacetic acid and benzyl alcohol are eco-certified and eco-friendly ingredients.

 

10. Is True Glue Salon Grade Adhesive latex-free?

Completely. True Glue Salon Grade Adhesive contains no rubber or latex.

1. Is True Glue Makeup Line all-natural?

Yes, True Glue’s makeup products consist only of natural and organic ingredients.

In addition, all our products are formulated without the following: volatiles, animal-derived ingredients, parabens, petroleum-based ingredients, sulfates, phthalates, formaldehyde, silicones, BHT, mineral oil, formaldehyde releasing compounds, petrolatum, glycols, triethanolamine, mercury, and heavy metals.

 

2. Is True Glue Makeup Line organic?

True Glue’s makeup products use natural ingredients, and whenever possible, the ingredients we use are organic as well. When it comes to our mascara and eyeliners, 70% of their ingredients are organic.

 

3. Is True Glue Makeup Line formaldehyde free?

True Glue’s products are, and always will be, formaldehyde free. This is a mantra of ours, actually. Here’s why: scientists and medical experts recognize that formaldehyde is a human carcinogen when an individual is exposed to a lot of it – or exposed to it for a prolonged amount of time. Because the eye is a mucus membrane – and the skin around your eyes is especially thin and sensitive – whatever you apply on or near the eye gets into your bloodstream. So if you use a formaldehyde-containing lash adhesive, you’ll end up with formaldehyde in your bloodstream – which can negatively impact your health, especially if you keep using eye products with formaldehyde. True Glue’s solution to this problem is simple: cut out all formaldehyde from makeup products!

 

4. Is True Glue Makeup Line gluten free?

Yes. True Glue Makeup Line is gluten free.

 

5. Is True Glue Makeup Line breastfeeding and pregnancy safe?

Since True Glue Makeup Line is one of the most non-toxic makeup lines on the market, it is very safe to use. Of course, however, if you are pregnant or breastfeeding, we suggest that you check with your obstetrician before deciding to use True Glue Makeup Line.

 

6. Is True Glue Makeup Line cruelty-free and vegan?

Yes, True Glue Makeup Line does not contain animal-derived ingredients and is not tested on animals. It is cruelty-free and vegan.

 

7. Is True Glue Makeup Line paraben free?

100%! True Glue Makeup Line contains no parabens. Instead of parabens, the True Glue Makeup Line formula makes use of a mix of dehydroacetic acid and benzyl alcohol – which are eco-certified and eco-friendly ingredients.

8. Is True Glue Makeup Line free of petroleum-derived ingredients?

Yes! Petroleum-derived ingredients are never used in our formulas. We’ve discovered that a number of green ingredients are perfectly capable of carrying out the same function as petroleum-derived ingredients, so we use these eco-friendly ingredients instead.

1. What are True Glue’s false eyelashes made of?

True Glue’s falsies are made from cruelty-free synthetic fibers.

 

2. Are True Glue Lashes cruelty-free?

They are 100% cruelty-free and vegan! True Glue Lashes are made out of the finest and thinnest synthetic fibers to mimic mink fur – so it feels luxuriously silky (which is why we call them “silk lashes”).

 

3. How many times can each pair of True Glue False Eyelashes be worn?

With proper care, silk lashes can be worn about 20 times and synthetic lashes can be worn around 4-5 times.

Here’s a quick tip we’d like to offer you: once you’ve removed your falsies, use makeup remover to remove all the glue from the falsies. Then put the falsies back in their original tray so they maintain a natural shape for a longer amount of time.

 

4. What are mink lashes? And why do some people prefer mink-free lashes?

Mink lashes are made from mink hair (mink are a kind of animal related to weasels and otters). Because mink lashes are created from animal hair, they are not cruelty-free. That’s why some people prefer mink-free lashes, and it’s why True Glue never uses animal-derived materials in our lashes.

 

5. How do you apply True Glue Lashes?

It’s very easy to apply True Glue’s lashes!

If you’ve only recently begun wearing falsies, we suggest you use True Glue’s Lash Tweezer (coming soon), as this will make lash application even easier.

Begin by removing the first lash from the lash tray.

Then bring the lash next to your eye to see if the lash needs to be trimmed (if so, you can trim it with a pair of scissors).

Next, hold the edges of the lash between your fingers and bend it into a U shape.

Apply the lash adhesive along the lash band and wait 30 seconds or so for the glue to become tacky.

Finally, use tweezers or an eyelash applicator to line the lash against your natural lash line (as close as possible), and press the lash against your lash line (begin with the center of the false lash, then glue it on from the inner to the outer side).

 

6. Does True Glue eyelash strips only come in one size?

Yes, True Glue’s eyelash strips are available in one standard size since you can then easily customize the size so it fits your eyes.

 

7. Is eyelash adhesive included with my purchase?

Eyelash adhesive is NOT included in your purchase. However, we do sell eyelash adhesives separately.

 

8. How do I remove my falsies?

We suggest these two techniques you can use to remove your falsies:

(1) Hold the lash at its base with your fingers, then use your other hand to gently pull the lash’s outer corner towards your tear duct. Then repeat this for your other falsie. Your falsies should come off without much of a fuss or discomfort to you.

(2) If the above method isn’t working very well for you, then use a cotton swab to apply a small amount of makeup remover or coconut oil on your lash line. Wait a bit for the lash adhesive to soften, then gently peel off the lash by pulling the outer corner of the lash band towards your tear duct.

(Note: do NOT tug on your lashes to remove them, as this can damage both your natural and false lashes – not to mention, doing this is painful!).

 

9. What is the best lash adhesive removal?

You can use waterproof makeup removers, makeup removers that have an oil base or coconut oil to remove any excess lash adhesive left on your eyelids.

 

10. How do I care for my falsies?

Here are a few tips to extend the lifetime of your True Glue lashes:

(1) Use our tweezer to hold one end of the band and peel the lashes softly off the tray. Do not pull on the lash hairs with your fingers, as this will damage the lashes and add dirt and oily residues on them.

(2) Do not use mascara on directly the lashes.  If you want to use mascara, then apply the mascara to your natural lashes before putting your falsies on.

(3) After taking off your lashes, rid them of any mascara and glue. This can be done by holding the lash by the base and gently peeling off the excess mascara and glue.

(4) Place the lashes back in the original tray and box so they keep clean and retain their shape.

 

11. How do I know which lashes are right for my eyes?

Your eyes are unique – no one else has eyes quite like yours. So we aim to provide a very wide selection of available lash styles. Finding the right lash depends on the makeup look you are seeking, as well as your eye shape. We encourage you to browse our selection until you find something you like!

We also recommend measuring the lashes before applying the glue and cutting it to perfectly fit the contour of your upper eyelid.

 

12. Are the lash bands flexible?

True Glue lash bands are very flexible and soft – and very comfortable to wear.  

 

13. What are lower lashes?

Lower lashes are applied the same way as upper lashes, except that you place them on the bottom eyelid and underneath the lash line.

 

14. Can I apply mascara to my falsies?

We do not recommend applying mascara to your True Glue Lashes, as this can ruin the quality of the hair and limit the number of times you can use it. Unfortunately, many cosmetic products contain oils that can ruin the shine and quality of the hair. You can, however, apply mascara on your natural lashes before applying your falsies, as this will not harm your false lashes.

 

15. Can I curl my lashes?

We do not recommend curling your True Glue Lashes because this can ruin the quality and shape of the hair and limit the number of uses. Also, we do not recommend using heated eyelash curlers because our lashes are based on synthetic material and heat can damage this material.  

 

16. Can I wear True Glue Lashes if I have eyelash extensions?

We do not recommend wearing false eyelashes if you have eyelash extensions.

 

17. Where should I store my lashes?

To maximize the number of uses of your lashes, we suggest placing them in their original tray when not in use. This will protect the lashes from dust and moisture and prevent them from being damaged inside your makeup bag.

 

18. What happens if I get my falsies wet?

Try keeping your falsies free of water as much as possible. If your falsies get wet, or if they are fully submersed or in contact with water, their curl and shape will be damaged.

 

19. Can I swim with my lashes?

We do not recommend swimming, bathing, or going in water with your lashes on as this can ruin their curl and style.

 

20. Will the false eyelashes harm my own lashes?

They should not harm your natural lashes! When false eyelashes are applied correctly with a high quality and safe adhesive – and removed safely and gently – there is no harm done to your natural lashes. However, some eyelash glues contain harsh chemicals that can be irritating and and damage your natural eyelashes. That’s why we recommend that you always use True Glue adhesives, because they are mild and super safe for daily use.