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 – 10 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?
We do not accept returns, exchanges or refunds on makeup and lash adhesives. All sales are final*. Please note, True Glue reserves the right to refuse all returns.
7. What is the Return Address?
True Glue is happy to provide a refund to any unused products in the original packaging within 30 days of order. Excluding any makeup or lash adhesives. 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 firstname.lastname@example.org
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 email@example.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 firstname.lastname@example.org
. 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.