Shipping Guide

Keeping You Informed Every Step of the Way

From the moment your order is prepared until it arrives, we aim to keep the delivery process clear, reliable and well supported.

Shipping Your Tru2u Order

Once your payment has been successfully received, we’ll begin preparing your order for dispatch.

Every order is prepared with care and packed to help protect your purchase during transit. We aim to process orders promptly and keep you informed throughout the delivery journey.

The Tru2u Group currently ships orders using Australia Post. While delivery is carried out by Australia Post, we’re here to help if you encounter an issue along the way.

Order Processing

Once your payment has been successfully received, we’ll begin preparing your order for dispatch.

During busy periods, promotional events or public holidays, processing times may be slightly longer than usual. If significant delays occur, we’ll communicate them through our website or by contacting affected customers where appropriate.

Our aim is to dispatch orders as efficiently as possible while ensuring they are packed securely.

Shipping Your Order

The Tru2u Group currently ships orders using Australia Post.

• Shipping services may include standard or express delivery, depending on the options available during checkout.
• Delivery availability may vary depending on your location within Australia.
• If international shipping becomes available in the future, our online shipping information will be updated accordingly.

Tracking Your Order

Where tracking is available, you’ll receive tracking information after your order has been dispatched.

Tracking updates are provided by Australia Post and may take some time to appear after your parcel has entered the postal network.

You can use your tracking number to:

• monitor your parcel’s progress;
• view estimated delivery updates; and
• receive notifications from Australia Post where available.

From Order to Delivery

1. Payment received. Your successful payment allows us to begin processing your order.
2. Order prepared. We carefully pick and pack your items for dispatch.
3. Order dispatched. Your parcel enters the Australia Post network.
4. Tracking issued. Where available, tracking information allows you to follow your parcel’s progress.
5. Delivery. Australia Post delivers your parcel to your nominated delivery address.

Delivery Timeframes

Delivery times depend on several factors, including:

• your delivery location;
• the shipping service selected;
• weather conditions;
• public holidays; and
• Australia Post network demand.

While estimated delivery timeframes are provided where possible, they are not guaranteed.

Authority to Leave

Some delivery services may offer the option to leave your parcel in a safe place if no one is available to receive it.

If you choose this option, responsibility for the parcel may transfer once it has been delivered according to the carrier’s terms.

Please consider whether your delivery location is suitable before selecting this option.

Delayed Deliveries

Occasionally, deliveries may take longer than expected.

This can occur due to:

• severe weather;
• transport disruptions;
• public holidays;
• high parcel volumes; or
• unexpected operational issues.

If your tracking information has not updated for an extended period or your parcel appears significantly delayed, please contact us.

We’ll work with Australia Post to help investigate the delivery.

Lost or Damaged Parcels

If your parcel arrives damaged or appears to have been lost in transit:

• retain all packaging where possible;
• take photographs if damage is visible;
• contact our Support Team as soon as reasonably possible; and
• provide your order number and any relevant details.

We’ll work with you and Australia Post to investigate the matter and determine the appropriate resolution.

Incorrect Delivery Details

Please ensure your delivery address is correct before completing your order.

If you notice an error after placing your order, contact us immediately.

If your order has not yet been dispatched, we’ll do our best to update the delivery details. Once an order has been shipped, changes may no longer be possible.

Common Questions

Question	Answer
How long before my order is dispatched?	Orders are generally prepared after successful payment has been received. Processing times may vary during busy periods.
How can I track my order?	You’ll receive tracking information once your parcel has been dispatched, where tracking is available.
My parcel hasn’t arrived. What should I do?	Check your tracking information first. If your parcel appears delayed or missing, contact our Support Team and we’ll assist you.
What if my parcel arrives damaged?	Please contact us as soon as possible, retain the packaging and provide photographs if practical. We’ll work with you to resolve the issue.
Can I change my delivery address?	If your order has not yet been dispatched, contact us immediately. We’ll do our best to update your delivery details.

Helpful Shipping Tips

• Double-check your delivery address before completing your order.
• Keep your tracking number until your parcel has arrived.
• Monitor Australia Post tracking updates regularly.
• Contact us promptly if you believe there is a delivery issue.

Key Points

• Orders are shipped using Australia Post.
• Tracking information is provided where available.
• Delivery times vary depending on your location and other external factors.
• Contact us promptly if your parcel is delayed, damaged or missing.
• We’re here to help throughout the delivery process.