questions about our company, products/services, policies, and more
Frequently Asked Questions
Welcome to our FAQ page, where you can find answers to the most commonly asked
General FAQs
Refunds, Returns & Exchanges
Ordering, Shipping & Payments
My Account FAQs
Contact Us
1. General FAQs
Is your company legit?
Yes, we are 100% legit company. We are a woman owned online boutique located in Pueblo, Colorado. We launched our online store in January 2020 and have not looked back since.
I’ve found an issue with your website
Sorry you've had a problem with our website and thank you for letting us know so that we can fix it.
It would really help us if you can let us know as many details as you can about the problem;
- What the issue was
- Link to the page where the problem happened
- Screenshot of the issue if possible
- Details on what should have happened
- What browser you are using
- Any error message that appeared on the screen
Please contact us as soon as possible so that we can address any technical issues.
Do you have a storefront?
No, we are an online only boutique. However, we DO love our local shoppers! We offer local order pick-up at our location in Pueblo, CO. Just choose “pickup” at checkout and we’ll email/text you when your order is ready.
My size is sold out, how will I know when it is back in stock?
If an item you are interested in is sold out in your size, simply click the "Sold Out in Your Size? Click Here" button on our website's product page. Followed by a pop-up. You can add your email address to be placed on our restock list. If or when it is restocked, you will receive an email letting you know the item is back in stock in your desired size.
Due to limited quantity, we encourage you to place your order as soon as you are notified that it is back in stock since our styles do sell out quickly!
How do I find my size?
Sizes vary with different brands and styles.
We have a size guide that will show you clothing and shoe sizes to help you make an informed decision about your purchase.
Shopping online for clothes can be tricky. How can I figure out if something will fit me?
Each item on our site has an item description with specific model specs and fit info. Since we sell several different brands, sizing may vary.
If you’re still concerned about sizing, please email us at customerservice@shoptruelynnco.com.
I have a question regarding fit/sizing. What should I do?
We're happy to help you find the perfect size! Please visit our Size Guide Page.
Also check out our exact size measurements found in the description of the product.
Feel free to email us at customerservice@shoptruelynnco.com
or call/text us at (719)822-2322 if you have specific sizing questions.
How fast can I get my order?
We ship within 1-3 business days of order processing (Mondays-Fridays) if order is placed before 10am MST.
We offer FREE USPS Standard shipping on orders $75+ that usually arrives to you within 3-10 business days.
Need additional info on our Shipping Policy? Click here
Do you have rewards program?
We are so happy you asked: We are currently working on launching a Rewards program! Stay tuned.
Do you offer any Brand Ambassador/affiliate programs?
Not at the moment but we are working on launching our Ambassador/Affiliate program soon! Stay tuned.
How do I unsubscribe from your promotional emails?
If you no longer wish to receive promotional emails from us, simply click the "Unsubscribe" button at the bottom of the promotional email you received.
Can I contact customer service?
Of course! We are here to answer any and all questions you may have. Please note that our customer service business hours are 9 a.m. - 4 p.m MST. Monday-Friday. Although we will try to respond to your email as quickly as possible, please allow 24 business hours for us to respond.
Email us at customerservice@shoptruelynnco.com
or call/text us at (719)822-2322 if you have questions.
1. Refunds
Do you offer refunds?
Yes! We understand that sometimes ordering online doesn't always workout and you need to return/exchange your order. We want your shopping experience with us to be seamless, so we have created an easy return/refund process.
- All return must be received or *postmarked within 30 days for store credit.
- All returns must be received or *postmarked within 7 days for a refund.
- All returns must be received or *postmarked within 14 days for an exchange.
What type of refunds do you offer?
We currently offer Store credit & Refunds:
You will receive an e-gift card (store credit) once your return has been processed via the email you used at checkout. Keep in mind that our store credit has no expiration date! You can use it at any time on our website.
REFUND:
Your item must be received or *postmarked within 7 days of the of the delivery date to receive a refund for domestic orders. International orders have 25 days from delivery.
When will I receive my refund after I returned my item?
Once your return is received, please allow 3-7 business days for your refund to be processed. You will receive an email when your return is processed and a refund or store credit is issued.
Can I be refunded the price difference?
Unfortunately if the item you purchased is now on sale, we are not able to refund the price difference for this item. Our prices may change due to promotions according to stock and demand from customers.
2. Returns
How do I start a return?
You can initiate a return through our Return Center
How long do I have to return an item?
We offer FREE Returns! Items must be back to our warehouse within 7-30 days for USA orders and 45 days for international orders of receiving an item.
The item must be unworn, with tags or original packaging, and must be oder free. You can view our entire Return + Exchange Policy here prior to making a purchase or initiating a return.
Can I still return items if they are worn, or damaged?
We do not accept worn or damaged items that are missing the original tags. You can view our entire Return + Exchange Policy here prior to making a purchase or initiating a return.
- You can only return items that are unworn, unwashed, and undamaged, with the original tags/packaging attached.
- The following items cannot be returned or exchanged: bodysuits, lingerie, jewelry, and accessories.
Can I return sale items?
Unfortunately, we do not accept returns on items marked "final sale" or "sale" any items that was discounted at 25% off or more will not be eligible for return or exchange.
Need more information on our return policy? Click here
Can I combine my return?
Currently, returns from multiple orders cannot be combined into one return package.
- If you are returning multiple items from different orders, we would recommend manually sending your return to us.
- If choosing a pre-paid label, you can print off the return shipping label and affix it on your package, then take it to the appropriate shipping carrier.
- Labels cannot be used more than once. If a label is used more than once to return multiple items, we reserve the right to restrict Return Center use.
I need to make a return, where can I find your Return Policy?
To see our entire Return & Exchange Policy or to start a return, click here
Do I have to pay for return shipping?
Once you start a return and it's been received and approve, we'll create a pre-paid shipping label for returns. You also have the option to ship on your own.
To see our entire Return & Exchange Policy or to start a return, click here
What is your return policy?
- All returns must be received within 30 days of order delivery for store credit. Keep in mind that store credit never expires and you can use it towards your future purchases.
- All returns must be received within 7days from order delivery date for a refund to your original payment method.
- Items must remain unworn, unwashed and unaltered.
- Must be returned with original tags attached and intact.
- Must be free of cigarette smoke, deodorant, fragrances, animal hair etc.
- Must not have any visible dirty marks, fake tan or makeup stains or body oder.
- Must not be marked as a "Sale" or " Final Sale" item on our website.
- Shoes must be returned unworn and in the original box and shipped back in an exterior, shipping box.
- Truelynn & Company reserves the right to charge a 20% restock fee for excessive returns.
- Truelynn & Company reserves the right to terminate accounts in its sole discretion.
When sending your return to us, please include the original Packing Slip and a complete Return form inside your return. We are not responsible for any returns that may be lost or damaged in transit. Read our full Return & Exchange Policy here before placing an order or sending a return.
3. Exchanges
What is your Exchange Policy
- All exchanges must be made within 14 days from order delivery.
When sending your return to us, please include the original Packing Slip and a complete Return form inside your return. We are not responsible for any returns that may be lost or damaged in transit. Read our full Return & Exchange Policy here before making an exchange.
Do you offer exchanges?
Yes! we offer exchanges.
What are my options to make an exchange?
There are two options for our Exchange process:
Option 1: You can place a new order for your exchanged item in a different color or size (must be in the same style) prior to sending your exchange back to us. Once your return is received in our warehouse, we will process your exchange and you will be issued a refund to your original payment method.
Option 2: Send your return back to us and once it's received in our warehouse, we will process and ship your size/color exchange with no additional cost! We ask that you please fill out our return form and indicate the size/color exchange you would like and include it in the package when you send it back to us.
How do I exchange an item?
To exchange your item for a different size/color please read carefully:
- Fill out the Return + Exchange Form that was included in your original package. Need a copy? Click here
- (If you chose option 1), please include your new order number on the return + exchange form for the exchange).
ALL exchanges must be received within 14 days of order delivery.
Can I exchange for a different item?
Unfortunately, you can only exchange an item for a different color or size in the same style. Keep in mind that we have limited inventory.
Keep in mind that our inventory is VERY limited so we highly recommend ordering the new item now in your desired size/color prior to returning your exchanged merchandise back to us.
1. Ordering FAQs
How do I place an order?
To place your first order, you can follow the bellow instructions:
- LOGIN or create an account (optional)
- Choose the product you like and select the color, size and quantity, then "add to CART".
- After you have added all the items you want, click “Checkout”.
- If you have a coupon, enter the code and click “Apply".
- Add your Contact information and Shipping address.
- Click on Continue to shipping and Select the Shipping method you prefer.
- Click on Continue to payment choose payment method, and Select the Billing address.
- Click on Pay now.
Where is my order confirmation?
As soon as your order is submitted, you will receive an email confirmation to the email address you entered on your order. If, for some reason, you didn’t get an email, please check your spam or promotion folders.
If you checked both folders and your confirmation email is not there, please double check to be sure you entered the correct email address. If you are still having issues, feel free to contact us here. Please have your order number readily available.
How do I track my order?
Once your order has shipped, you will receive a tracking number via email. You can use this number to track your order on our website or on the carrier's website. Please allow at least 24 hrs for the tracking number to be updated on the carrier's website.
Why was my order canceled and my payment refunded?
Below please find some of the most common reasons for this type of situation:
- There is an issue with your shipping address.
- We have tried to contact you but have not received your response within a reasonable period of time. For this reason, we may have canceled your order.
- One or more of the products contained in your order were out of stock. If we do not receive a response from you within 3 days after contacting you for the first time, we will cancel the order/item and refund you.
Can I place my order over the phone?
Absolutely! You can reach us at (719) 822-2322 Monday through Friday from 9:00am to 4:00pm MST. Please have the product name(s) of the item(s) you want to purchase on hand when you call.
Please note that we are unable to take PayPal, Amazon Pay, or AfterPay orders over the phone.
Where can I find my order number?
Your order number can be found in your confirmation email and will begin with "TCC".
Are Customs and Duties Fees included in the price of my order?
They are not. Unfortunately, we do not have a say on customs and duties fees. All customs and duties fees are the responsibility of the customer to be paid upon receipt of the package. The amount varies from country to country and depends on the item(s) ordered.
Am I able to change the shipping address on my order?
Unfortunately, we are unable to change the address on any order after it has been placed. Orders must be cancelled and resubmitted with the correct address due to varying tax laws and regulations between states, cities, and zip codes.
Can I cancel or change my order once it's been placed?
We try to process orders as quickly as possible, but if you need to cancel your order, please contact us at customerservice@shoptruelynnco.com as soon as possible. We'll do our best to accommodate your request. Please keep in mind that once your order is processed and shipped, we are not able to cancel or modify your order.
My package is lost or I believe it was stolen, what do I do?
We would recommend checking your tracking number located in your shipping confirmation e-mail to ensure that the package has been marked as delivered, and we would also recommend double checking the shipping address on the e-mail to make sure it is correct.
Before contacting us, please check to make sure your mail carrier did not do any of the following:
- Put your package in your mailbox.
- Leave your package at your back door or in your garage.
- Leave package with your neighbors or with whoever opened the door at your address.
- Leave your package with the front office or front desk if you live in an apartment, dorm, or gated community.
- Leave your package in your post office box, or in a parcel locker at your local post office, or at a parcel locker in your neighborhood.
- Or if you shipped to a FedEx office, at their front desk or in your FedEx box.
I just placed two separate orders, are you able to combine them?
Orders can be combined ONLY if the orders in question have not yet been fulfilled and shipped.
To check the status of your order and inquire about combining orders, please contact us during normal operating hours and we will do our best to accommodate you.
Do you offer coupons or discounts?
Yes! You can apply your discount code qualifying items in your cart. For promotions with a minimum purchase requirement, you must meet the minimum amount before taxes or shipping to qualify.
Why is my coupon code not working?
- Please make sure the coupon code is put in correctly and applied.
- Also be sure that the code has not expired.
- Please be aware that some coupon codes only apply to full priced items, they will not apply to an item that is on sale.
- Some coupon codes can only be applied over a certain amount of order.
How can I get a coupon code?
The easiest way to get a coupon code is to sign up to our newsletter. You will automatically receive a 20% off coupon code for your first order just for signing up. We randomly have discounted sales sent to you straight to your inbox.
How do I apply my store credit/coupon code to my order?
There will be a ‘gift card or discount code’ box at the checkout that the code can be applied to. Please click apply to ensure that the code is applied to your order before you proceed.
I forgot to add my coupon code before checkout. Can you do it for me?
Unfortunately, our system does not allow us to retroactively apply codes. We are unable to adjust payments/pricing after an order is submitted. Please be sure to take your time and ensure all codes, credit, & discounts are applied before you hit "submit". If you forgot to use your discount code, it will still be valid to use on your next purchase.
When will I receive my order?
We work to ship out orders the same business day if orders are placed before 10am MST or the next business day after the order has been placed. During holidays & weekends, we may take up to 3 business days to ship orders from our warehouse.
Tracking for your order is emailed to you once your order is shipped out. Tracking updates are available typically within 1 day of shipping out.
The order I received is incorrect, what do I do?
Oh no, we are so sorry this have happened! If the order you receive is incorrect, please call or email us at customerservice@shoptruelynnco.com ASAP with your name, order number, and a brief description of the situation. We will be happy to resolve the issue.
What should I do if something in my order is damaged/defective?
Please inspect your merchandise(s) IMMEDIATELY upon arrival!
Quality control is one of our top priority here at Truelynn & Company. We do our best to inspect every single item before they're sent out to you, to ensure they arrive in perfect condition!
Upon receiving your request we will handle this with high priority to arrange the best possible course of action for you!
We photograph each item and do our very best to display accurate colors, measurements, and patterns. Items with slight variances will not be considered defective, as each item may be a bit unique in pattern placement or color.
However, if you believe you received a defected merchandise. please email our customer service at customerservice@shoptruelynnco.com within 3 business days so we can take care of the issue.
Why won't my order go through?
We want to make your ordering process as smooth as possible! Please note that we are not able to override our system or place the order for you as a workaround to the error you are receiving. Check out the following reasons your order may not be going through for a simple solution that will get you your package quickly!
- The billing address that you are putting down for the order does not match the billing address that your bank has on file.
- You can ship the package wherever you’d like, but on the third page of checkout the billing address must match what your bank has on file for security reasons! We are not able to override your billing address to push your order through.
- You are purchasing with an American Express credit card and you are not entering in the 4 digits on the front of the card as your CVV code.
- You are attempting to place an order with a credit card gift card. Credit card gift cards require a billing address to be attached to them in order to go through successfully. We would recommend calling the number on the card and setting up an account.
- You have insufficient funds.
If none of the above represent the issue you are experiencing, please make note of any error messages you are receiving and contact us with that information. We will do our very best to help out!
Do you offer local pickup?
Yes, we currently offer local pickups.
I placed an order for pickup, when will I know it is ready?
Once your order is placed, we usually processed a pickup order within 2-4 business days. You will be notified via email/text when your order is ready along with our location address.
You'll have 7 days to pick up your order after you've received the notification. Orders not picked up within 7 days will be automatically canceled.
Can I be refunded the price difference?
Unfortunately if the item you purchased is now on sale, we are not able to refund the price difference for this item. Our prices may change due to promotions according to stock and demand from customers.
2. Shipping FAQs
What is your Shipping Policy?
Our shipping policy can be found here
Do you ship internationally?
We do ship internationally through the US Postal Service, to Canada and Australia we also offer DHL. Your rate and shipping time will depend upon the destination. Simply enter your Country, State and Zip Code at the Customer Information Page during check-out. At the Shipping Method Screen you will receive a shipping quote.
For more shipping information, visit Shipping Info on our website.
Who do you ship through?
We ship all US orders through the United States Postal Service and occasionally through UPS, allowing each order to be tracked at www.usps.com or www.ups.com. When your product has been shipped, you will receive a Shipping Confirmation email with a tracking number that can be used for your records, and to see when your trendy new items will arrive at your home.
Do you offer free shipping?
Yes, we offer FREE Standard shipping on all US & Canada orders over $75.
What are my shipping options besides free shipping?
If your order amount is below the $75+ order minimum for free shipping, we also have other shipping options:
- Priced Ground with estimated delivery within 3-4 business days of shipping out.
- Priced USPS Express 1-2 Day with delivery within 1-2 business days of shipping out.
- All shipping options are available to review at checkout. Priced shipping costs are calculated at checkout.
- The cost is based on the weight of the package.
When will you ship my order?
We usually ship within 1 business days of order processing (Mondays-Fridays) if order is placed before 10am MST or within 3 business days if your order was placed on weekends or holidays. We offer FREE USPS Standard shipping on orders $75+ that usually arrives to you within 3-10 business days.
Need additional info on our Shipping Policy? Click here
Why is there no tracking update?
As some packages are shipped internationally, you may not see updates via local couriers until the package is in transit, cleared by local customs, and entry is granted into your country. This process can take anywhere from 3 to 5 days. If your order is still under the estimated delivery time frame, please wait patiently! Once this process has been completed, you will be able to see your tracking updates.
Can you ship to a PO Box?
Where do orders ship from?
Do you offer expedited shipping?
So, you just order the cutest 'fit and you want it NOW! No worries! We offer priority express shipping (on US orders only), which gets your items to you in 1-2 days via USPS. The cost for Express Shipping is automatically calculated at the time of checkout, which will depend upon your location.
3. Payment FAQs
What type of payment methods do you accept?
We accept Truelynn & Company E-Gift cards, American Express, Discover, MasterCard and Visa debit/credit card payments, PayPal, Klarna, Zip, Sezzle, ShopPay, and Afterpay. You will also have the "express checkout" option to use MetaPay, & GooglePay at checkout.
We don't accept personal checks, money orders, direct bank transfers or multiple forms of payment.
Click here to get a gift card! Gift cards are available in the following amounts $20 up to $1,000. Gift Cards are issued via email. You can then print the code or forward the code via email to the recipient.
How can I purchase an E-Gift card?
Will I receive a physical gift card in the mail?
No, gift cards are delivered by email and contain instructions to redeem them at checkout. Our gift cards have no additional processing fees.
How do I check the balance on my E-gift card?
At this time gift card balances are not visible on your account, but feel free to e-mail us at customerservice@shoptruelynnco.com and we’d be happy to check the balance to you.
Psstt... We are currently working on bringing you the capability of checking your e-gift card balance online.
How do I redeem my E-gift card or store credit?
E-Gift Card codes are applied at the shopping cart screen when you are ready to place your next order. Simply add all the items to your cart that you would like to purchase. Proceed to the Verify Shopping Cart screen. At the shopping cart screen, enter the gift card code or discount code box and click Apply. The balance of the code will be taken off your order total. At this time we are unable to apply gift cards over the phone.
If you run into issues, feel free to contact us via email at customerservice@shoptruelynnco.com
Can I use the E-gift card and coupon at once?
Yes! They can be used at the same time.
How can I cancel my E-Gift Card?
As long as you haven't used it, you can contact us here to cancel the E-Gift Card. Once your order is canceled, the email with code you received before will also become invalid, and you will no longer be able to use the original funds.
Do the E-Gift Cards expire or have any fees?
No, our E-Gift Cards do not expire or have any additional fees.
Can I Split my payment method?
Our system does not allow split payment methods at this time. We’re so sorry! The exception to this is when using a gift card issued by our website that does not cover the full purchase price. In this instance, your gift card amount will be fully used and then you will be able to enter additional payment information.
Why do I have multiple charges on my account?
If you just placed your order, what you are seeing on your bank account is an
authorization. This is a common bank practice handling debit/credit card transactions to ensure sufficient funds and account authenticity. This authorization will clear (depending on your bank, usually within 48 - 72 hours.) If you need help speeding up the process, you can contact the issuing bank of your debit/credit card.
To make sure your card doesn’t accidentally get run twice, please only click the "Place Order" button once!
PLEASE NOTE: In these situations Truelynn & Company is not holding funds or charging your card, nor do we have access to do so. If a pre-authorization hold for funds from a canceled transaction is present on your account, you must contact the bank or credit card company if you wish to remove the hold on your funds.
Account registration, log in, password & email address
Unable to Login or reset your password?
If you're having trouble logging in to your Truelynn account, try these tips:
- Try to reset your password or to login to your account using the new password via an incognito window. Or, you can use your usual browser but to clear the browser's cookies and cache.
- You can also try another browser. For example, if you're using Safari, you can try using Chrome or Firefox.
- You can also try to use another device, such as your mobile or a tablet.
- Try to click on the Login Account Icon in the upper right corner to see if you can log in from there. Try again after a few hours.
If the above steps still don't work, please feel free to contact us, we're here for you.
How do I change my login password？
To regain access to your account, please reset the password from here:
- Click on forgot password on login page.
- Please enter your registered email address and access code.
- You will receive an email on your registered email address to reset the password.
- This link would be valid for 1 hour.
- Please check junk/spam folder if you don’t find the email in inbox. Once the password is reset, please login again using the new password.
If you still have any questions, please feel free to contact us.
Do I need to create an account before I place an order?
No. Customer accounts are optional, and you can always checkout as a guest without creating an account. We do recommend creating an account for easier access to order updates and returns.
What can I do when I have problems logging in to my account？
If you forget your password, you can reset your password on the login page by clicking "Forgot password?".
If you need more help, please do not hesitate to contact us.
How do I sign up to receive emails from Truelynn & Company?
You can sign up to receive our newsletter by entering your email address in our "pop up" newsletter that appears when you first visit our website.
I signed up for your email list to receive the 20% code for my first purchase, but haven't received it. What now?
Please check your junk, spam or promotion folders as first time emails tend to end up there. Be sure to double check the email address you gave as well. If you still do not receive the code, please email us at customerservice@shoptruelynnco.com.
Call/Text us
(719) 822-2322
Our business hours:
MON-FRI: 9am to 4pm MST
SAT-SUN: Closed
Chat with us
Email: Hello@shoptruelynn.com or customerservice@shoptruelynnco
Business address
Truelynn & Company
10 Castle Royal Dr
Pueblo, Colorado 81005
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