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SHIPPING & RETURNS

Shipment processing time

All orders are processed within 3-5 business days. Orders are not shipped or delivered on weekends or holidays. 

In the event we are experiencing a high volume of orders, shipments may be delayed. Please allow additional days in transit for delivery. If there will be a significant delay in the shipment of your order, we will contact you via email or telephone.

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Shipping rates & delivery estimates

Shipping is a flat rate charge of $15.

Delivery delays can occasionally occur.

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Shipment confirmation & Order tracking

You will receive a Shipment Confirmation email once your order has shipped containing your tracking number(s). The tracking number will be active in approximately 24 hours.

 

Damaged Product

In the event your order has arrived damaged, please contact me at hello@trustudio.ca with the following information.

  • Your order number

  • Photos of the damaged items

  • Photos of packaging it arrived in with the shipping label visible.

Any damages must be reported within 7 days of your shipment being received for a store credit or refund to be considered.

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Package has not arrived

If you receive a delivery confirmation but your package has not arrived, it could be due to the following reasons.

  • Package has been scanned by the carrier but has not actually been delivered yet. This is quite common, especially during busy shipping seasons. Please allow 2-3 days for the package to arrive before contacting customer service.

  • Incorrect/Incomplete address left at checkout. Please ensure we have the correct address to ship your order. We are not responsible for orders delivered to an incorrect address.

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International Shipping Policy

I currently only ship within Canada.

RETURN & EXCHANGE POLICY

Please read the information below and contact me at hello@trustudio.ca for next steps.

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To be eligible for an exchange, store credit or refund your item(s) must be in re-sellable condition.​

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Costs incurred to ship products back to us are the responsibility of the customer. Please ensure products are well protected inside the box when returning items. We are not responsible if items return to us damaged and cannot issue a store credit or refund for damaged returns. Please be sure to get a tracking # for your return, we are not responsible for lost packages.

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Once we receive your product(s) and confirm they are in re-sellable condition, we will issue you a store credit or refund for the product total (shipping costs are non-refundable).

To complete any return or exchange, we require proof of purchase within the last 30 days.

The following are exempt from being returned or exchanged. ​

  • Candles that have been lit

  • Custom items

  • Gift Cards

  • Sale Items

  • Damaged Items

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Cancelled Orders

You may cancel your order within 24 hours of placing it.

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