Shipping Policy

Order Processing

All orders placed with TRUPEM are reviewed, processed, and prepared for shipment during our regular business days. Please note that order handling time is separate from the carrier’s transportation time. Processing schedules may vary depending on current stock availability, manual security checks, seasonal demand, promotional periods, public holidays, and internal fulfillment arrangements. Orders are generally handled according to the time payment is successfully received to maintain a fair and organized fulfillment process.

Shipping Methods, Costs, and Delivery Estimates

The available shipping methods, applicable shipping charges, and estimated delivery periods will be clearly displayed during checkout based on the destination address and the availability of local delivery services. Any delivery timeframe shown at checkout or within your order information should be treated as an estimated reference rather than a guaranteed delivery date.

TRUPEM may adjust the selected shipping channel when necessary due to order volume, carrier availability, or changing logistics conditions in order to maintain stable and efficient delivery service.

Tracking Information

After your order has been dispatched and the carrier tracking system becomes active, you will receive a shipping confirmation email containing your tracking number and relevant shipment information.

Please keep in mind that tracking information may not update immediately after a shipping label has been created. Many third-party carriers scan and update packages only at major transit locations, so tracking information may occasionally appear delayed or incomplete while the parcel is moving through the delivery network. This is common and does not necessarily indicate a problem with your shipment.

Delivery Delays

Delivery delays may occur because of circumstances such as carrier scheduling changes, customs clearance procedures, severe weather, transportation disruptions, public holidays, remote delivery locations, or other events outside TRUPEM’s reasonable control.

Our team will make reasonable efforts to monitor available shipment information and assist customers with relevant updates. However, once a parcel has been transferred to a third-party carrier, TRUPEM cannot guarantee an exact transit speed or fixed delivery date.

Customer Responsibility for Delivery Information

Customers are responsible for providing complete, accurate, valid, and deliverable shipping information at checkout, including the recipient’s name, telephone number, complete delivery address, and postal code.

If you notice an error in your shipping or contact information after placing an order, please contact our support team as soon as possible. We will attempt to update the information where possible, but address changes cannot be guaranteed once processing, packing, or shipment preparation has already begun.

If a parcel is returned, delayed, misdelivered, lost, or requires reshipment because of incorrect, incomplete, or invalid information provided by the customer, any additional storage, return, redelivery, or reshipping costs may be the responsibility of the customer.

International Orders

For eligible international destinations, the recipient is responsible for any customs duties, import taxes, brokerage charges, clearance fees, or other local government or administrative charges that may apply during cross-border delivery.

Unless otherwise clearly stated at checkout, these international import-related fees are not included in the product or shipping price and are not controlled or paid by TRUPEM. Customers are encouraged to review the import and customs requirements of their destination country before placing an order to avoid unexpected charges.

Lost, Stolen, or Marked-Delivered Packages

If a shipment experiences an unusually long delay or appears to be lost in transit, please contact our customer support team so that an official carrier investigation can be requested when appropriate.

If tracking shows that a parcel has been “delivered” but you cannot locate it, please first check with your building reception, mailroom, household members, neighbors, property management, and local postal or courier service in case the parcel was left in a secure location or delivered nearby.

Any final resolution involving lost, stolen, delayed, or incorrectly marked-delivered shipments will be determined according to the circumstances of the individual order and the available carrier investigation results.

Split Shipments

To improve delivery efficiency and accommodate differences in inventory, product dimensions, weight, or packaging requirements, items from a single order may occasionally be shipped in separate parcels.

When this happens, the packages may arrive on different dates and may each have their own individual tracking number, allowing you to follow the progress of each shipment separately.

Contact Us

For questions regarding order processing, shipping status, delivery delays, tracking updates, shipment exceptions, or other logistics-related matters, please contact our customer support team at: service@trupem.com