Contacting The Tru2u Group
We’re Here to Assist You Every Step of the Way
We’re here to listen, help and find the best solution for you.
Our Commitment
At The Tru2u Group, we believe that every customer deserves friendly, professional and respectful service.
Whether you have a question before placing an order, need assistance with an existing purchase, or would like more information about one of our products, we’re committed to making it easy to contact us.
Our aim is to provide timely, accurate information and practical solutions that help you shop with confidence.
At a Glance
Before You Contact Us • Ways to Contact Us • Response Times • What Information We’ll Need • Resolving Your Enquiry • Customer Service Commitment
Before You Contact Us
Many enquiries can be answered immediately by referring to:
- your order confirmation email;
- your shipping confirmation email;
- your Australia Post tracking information, where applicable;
- our customer guides;
- our Frequently Asked Questions; or
- our website.
Checking these resources first may provide the quickest answer.
Did You Know?
Having your order number available before contacting us helps us locate your purchase more quickly and provide faster assistance.
Ways to Contact Us
You can contact The Tru2u Group using the communication methods published on our websites.
These may include:
- Online Contact Form
- Website Enquiries
- Social Media for general enquiries
Where appropriate, we recommend using email for order-related enquiries, as it provides a written record of your request and allows us to include links, tracking information and supporting documentation if required.
When Should I Contact Customer Support?
You may wish to contact us if:
- you have a question before purchasing;
- you need assistance placing an order;
- your parcel appears delayed;
- your order has arrived damaged;
- you’ve received the wrong item;
- you have a product-related question;
- you need help with a return or refund;
- you have a privacy enquiry; or
- you wish to provide feedback.
No matter the reason, we’ll do our best to assist you.
Information That Helps Us Assist You
Providing a few key details helps us investigate your enquiry more efficiently.
Depending on your enquiry, this may include:
- your full name;
- your order number;
- the email address used when placing the order;
- the product name;
- photographs, if reporting damage; and
- a clear description of your enquiry.
The more information you provide, the more efficiently we can help.
Contacting Customer Support
Use this simple process to help us respond as efficiently as possible.
1. Check Available Information
Before contacting us, check our FAQ, customer guides, order information and tracking details. You may find the answer you need there.
Tip: Have your order number handy.
2. Choose Your Contact Method
Select the contact method that best suits your enquiry from the options currently published on our websites.
3. Provide Relevant Details
Share the information that helps us understand your enquiry, such as your order number, product details, photographs where relevant and a clear description of the issue.
4. We Review and Respond
Our Customer Support Team will review your enquiry and respond as promptly as possible. Our goal is to provide clear, helpful information.
5. Resolution and Follow-up
We’ll work with you to resolve your enquiry and, where needed, follow up as additional information becomes available.
Remember: We’re here to listen, help and find the best solution for you.
Our Customer Service Commitment
Every enquiry is important to us.
When you contact The Tru2u Group, you can expect us to:
- treat you with courtesy and respect;
- listen carefully to your concerns;
- communicate honestly and clearly;
- investigate your enquiry thoroughly;
- provide practical solutions wherever possible; and
- keep you informed if additional time is required.
We understand that good communication builds lasting customer relationships.
Response Times
We aim to respond to enquiries as promptly as possible.
Response times may vary depending on:
- enquiry volume;
- weekends and public holidays;
- the complexity of the issue; and
- whether additional information is required.
If further investigation is needed, we’ll keep you informed of our progress.
Resolving Concerns
Occasionally, issues require additional investigation.
Where this happens, we will:
- Review the information provided.
- Investigate the circumstances.
- Contact you if further information is required.
- Explain the outcome clearly.
- Work with you to achieve an appropriate resolution whenever possible.
Our objective is always to resolve enquiries fairly, professionally and in accordance with Australian Consumer Law and our business policies.
Feedback and Suggestions
We value customer feedback.
Whether you’d like to recognise excellent service, suggest improvements or tell us about your experience, we’d love to hear from you.
Your feedback helps us improve our products, services and customer resources.
Respectful Communication
We believe respectful communication benefits everyone.
We ask that all interactions remain courteous and respectful.
In return, you can expect the same level of professionalism from our team.
Working together respectfully allows us to resolve enquiries as efficiently as possible.
Quick Tips
- Keep your order confirmation email until your order is complete.
- Include your order number whenever possible.
- Attach photographs if reporting damaged goods.
- Explain your enquiry clearly and provide relevant details.
- Allow reasonable time for a response during busy periods.
Key Points
- We’re committed to providing helpful, professional customer support.
- Having your order details available helps us assist you more quickly.
- Most enquiries can be resolved efficiently with clear communication.
- Customer feedback helps us continually improve.
We’re here to help. Whether you have a simple question or need assistance resolving a more complex issue, our goal is to ensure every interaction leaves you feeling informed, respected and confident in the support you’ve received.