Shipping policy

Truvana Shipping & Delivery Policy

Effective: August 22, 2026

Overview

This Shipping & Delivery Policy explains Truvana's order processing, shipping, tracking, and delivery procedures.

Customers are responsible for reviewing their shipping information before completing an order.

Order Processing

Orders are generally processed within 1–3 business days after successful payment.

Orders are processed Monday through Friday, excluding statutory holidays.

During periods of unusually high order volume, holidays, carrier disruptions, or other circumstances outside our reasonable control, processing may take longer.

Processing time is separate from estimated shipping time.

Estimated Shipping Times

Estimated delivery times after shipment are:

Region Estimated Delivery Time
United States 5–15 business days
Canada 7–15 business days
Europe 9–18 business days
Australia 10–20 business days
Other Regions 10–25 business days

These timeframes are estimates and not guaranteed delivery dates.

Actual delivery times may vary because of carrier performance, destination, customs processing, weather, holidays, transportation disruptions, or other circumstances outside Truvana's reasonable control.

Shipment Confirmation and Tracking

When available, customers receive shipment confirmation containing tracking information after their order has been fulfilled.

Tracking information may take 24–48 hours to begin displaying carrier activity.

Tracking may not update every day while a package moves between carrier facilities. A temporary lack of tracking scans does not necessarily mean a shipment has been lost.

Subscription Shipments

Each successfully processed subscription renewal generates a new order for fulfillment according to the customer's active subscription.

Subscription renewal orders generally follow the same processing and shipping procedures as other orders.

Shipping and delivery records for each renewal are maintained separately from previous subscription shipments.

Subscription cancellation and billing terms are governed by the applicable Refund, Return & Subscription Policy and the subscription terms presented to the customer.

Shipping Delays

Delivery estimates are not guarantees.

Carrier or delivery delays may occur because of:

  • Carrier disruptions

  • Customs processing

  • Weather or natural disasters

  • Strikes or labour disruptions

  • Holidays and peak shipping periods

  • Transportation disruptions

  • Incorrect or incomplete customer-provided information

  • Other circumstances outside Truvana's reasonable control

A carrier delay alone does not automatically make an order eligible for refund.

If tracking indicates an unusual or prolonged delay, customers should contact support@truvana.ca so the shipment can be investigated.

Customer Shipping Information

Customers are responsible for providing complete and accurate shipping information, including:

  • Recipient name

  • Street address

  • City

  • State or province

  • Postal or ZIP code

  • Country

  • Apartment, suite, or unit number where applicable

Customers should review this information before completing their order.

If an address correction is required, customers should contact support@truvana.ca as soon as possible.

We cannot guarantee that an address can be changed after an order has entered fulfillment or been transferred to the shipping carrier.

Incorrect or Incomplete Addresses

If an order cannot be delivered because the customer provided an incorrect or incomplete address, contact us so we can review the available options.

Additional shipping or reshipment costs resulting from customer-provided address errors may be the customer's responsibility where permitted.

Carrier-Confirmed Delivery

Carrier tracking information, delivery scans, available delivery photographs, GPS or location information, signature records, and other carrier documentation may be used to verify delivery.

When carrier records show that an order was successfully delivered to the shipping address associated with the order, Truvana will consider those records when reviewing any subsequent delivery claim.

If a customer cannot locate a package despite carrier-confirmed delivery, the customer should contact us promptly so the circumstances can be investigated.

Missing Packages

If tracking does not show successful delivery and a shipment appears to be lost, contact support@truvana.ca.

Truvana may investigate the shipment with the applicable carrier before determining the appropriate resolution.

Customers may be asked to provide information reasonably necessary to assist with the investigation.

Packages Marked Delivered but Not Located

If tracking indicates that a package was delivered but the customer cannot locate it, we recommend:

  • Checking the delivery location and surrounding area

  • Checking with household members

  • Checking with neighbours where appropriate

  • Contacting building management, reception, concierge, or the mailroom

  • Contacting the carrier using the tracking number

  • Contacting Truvana customer support

Truvana will review available carrier and fulfillment records when investigating such claims.

Refused and Returned Shipments

If a customer refuses delivery or a shipment is returned because of customer-provided address information, failure to accept delivery, or another customer-controlled circumstance, contact us to determine what options are available.

Original shipping costs and additional shipping or return costs may be non-refundable where permitted.

Multiple Shipments

An order containing multiple products or fulfillment components may be shipped in more than one package.

Where applicable, separate tracking information may be provided for each shipment.

The delivery status of one package does not necessarily represent the delivery status of another package from the same order.

Damaged Shipments

If a shipment arrives visibly damaged, customers should contact support@truvana.ca promptly after delivery.

Please provide:

  • Order number

  • Description of the damage

  • Clear photographs of the product

  • Photographs of the shipping packaging where available

We may request additional information reasonably necessary to verify the claim.

Verified damage claims will be handled according to the applicable Refund, Return & Subscription Policy.

Customs, Duties and Taxes

International shipments may be subject to customs processing, import duties, tariffs, taxes, or other charges imposed by the destination country.

Unless otherwise expressly stated during checkout, these charges are not included in the purchase price and may be the customer's responsibility.

Customs processing may also affect delivery times.

International Shipments

International customers should be aware that:

  • Customs processing may extend delivery times

  • Destination countries may impose taxes, duties, or other fees

  • Certain jurisdictions may restrict the importation of particular products

If an international shipment encounters a customs issue, contact support@truvana.ca so the available shipping information can be reviewed.

PO Boxes and Military Addresses

Delivery to PO Boxes and APO/FPO/DPO addresses may take longer than standard estimated delivery periods depending on carrier availability and destination.

Customers should ensure that the shipping method selected is compatible with their address.

Order Modifications

Once an order has entered fulfillment, modifications may no longer be possible.

This may include changes to:

  • Products

  • Quantities

  • Shipping address

  • Shipping method

Customers should review their order information carefully before completing checkout.

Free Shipping

Where free shipping is offered, eligibility and any applicable conditions will be displayed with the applicable offer or during checkout.

Free shipping generally applies to the applicable standard shipping method unless otherwise stated.

Delivery and Dispute Documentation

Truvana maintains available order and fulfillment records, which may include:

  • Order confirmation

  • Customer-provided shipping address

  • Fulfillment date

  • Carrier information

  • Tracking number

  • Tracking history

  • Delivery confirmation

  • Available delivery photographs or signature records

  • Customer communications concerning delivery

These records may be used to investigate shipping concerns and respond to payment disputes involving order fulfillment or delivery.

Policy Updates

Truvana may update this policy from time to time.

Updates apply prospectively as appropriate. The policy applicable to a historical transaction will not be retroactively replaced by a later version.

Contact

For questions or concerns regarding shipping, tracking, or delivery:

Email: support@truvana.ca