iTRUSOU

1. Can I change the items I ordered?

We are unable to modify the requested order or the quantity chosen once an order has been placed.
In this case, we advise you to get in touch with us and cancel the erroneous order.
Then, at your earliest convenience, we advise you to place a new order on our website for your preferred item(s).

 

2. Can I change my delivery address?

Please get in touch with us if you want to modify your delivery address, and we will try to help you out.

We will need to get in touch with our courier to seek a change of delivery address in the event that we are unable to alter the address any longer, typically because the shipment has already been sent.

When seeking a change of address, please provide the following details:
Initials and last name
named and numbered streets
Zip code, City, Country, and Phone

Please be aware that this procedure may extend the delivery window; It is not liable for any delivery delays brought on by customer-requested address changes.

 

3. How Can I Track my order?

When you create an account at iTRUSOU.com your tracking information will be stored with your order history. It may take up to 24 hours for tracking information to be updated by the carrier. If you have questions about your order tracking, please contact the iTRUSOU after-sales team by Email : support itrusou.com

 

4. When will I receive my order?

The warehouse needs 1-3 days to process your order after it has been paid for. After then, one of our carriers takes over. As soon as your package ships, you'll receive an email with a tracking number.

Shipping time estimate: 6–15 business days.

Germany, Italy, United Kingdom, Spain, France: 6–20 business days.

Other countries: 6–30 business days.

Note: Due to external reasons like severe weather and technical difficulties, packages may not be sent or delivered on weekends and local public holidays.

Additionally, shipping times may be longer than usual during promotional programs.

If you have any inquiries about the progress of your order, please get in touch with us. Alternatively, feel free to check the status on the FedEx or UPS Website if you already have a tracking number.

Our observes the following U.S. holiday calendar. Orders placed on these days will usually ship the next business day.

• New Year’s Eve and Day
• Good Friday
• Memorial Day
• Fourth of July Labor Day
• Thanksgiving Day and the Friday following
• Christmas Eve and Christmas Day

Parcels may be delayed for reasons including but not limited to weather conditions, product stocking, billing & shipping verification, etc.

Affected by Covid-19, there will be some delay on the delivery.

 

5. I have received the wrong/broken product – what do I do?

Please get in touch with us right away and let us know the following if you receive your package and it is not what you ordered:

A photo of the item or items you received and the delivery note (Please make sure that the details are clear and visible)
Please supply a clear image of the ordered item
We'll try our best to help you even more.

Please inform our customer service within 48 hours of receiving the goods if it is damaged by sending an email to support@itrusou.com. Our customer service will respond to your email within 24 hours.

 

6. I haven’t received my order yet – what do I do?

You'll get a tracking number from our courier within 1-2 business days of successfully placing your order. Please get in touch with us if you haven't gotten your UPS tracking number, and we'll look into it right away.

We strongly advise you to get in touch with your neighborhood FedEx or UPS Office in the first instance if you haven't received your order and you have a tracking number. The status of the delivery will be more accurately known by the courier services.

 

7. Where are your products shipped From?

All orders to the United States are shipped from United States warehouse.

All orders to the Europe are shipped from Europe warehouse.

 

8.  Do you deliver to my area?

Although we strive to provide world-wide shipping, at this time our courier service is unable to deliver to:

The Territory of Guam
Virgin Islands of the United States
American Samoa
Micronesia
Hawaii
Marshall Islands
Northern Mariana Islands
U.S. Virgin Islands
Armed Forces Americas
Africa
Middle East countries
Southeast Asian countries

 

9. What is the fee of shipping?

Free shipping on all orders

 

10. How will my delivery be shipped?

Our logistics partner for shipping items is Amazon. They will pick the carrier that they believe will benefit our customers the most.