Orders & Shipping
You may order TRU Niagen™ from www.trub3.com by clicking on the BUY button at the top of the website.
You may choose from a choice of 3 bottles (ie. 3 months supply for one person) or 6 bottles (ie. 6 months supply for one person). All bottles ordered will be sent to you in 1 package (ie. 3 months supply will receive 3 bottles in one package and 6 months supply will receive all 6 bottles in one package).
Once you have finalised your order, click on the basket icon in the header in order to check out to pay for your order and enter delivery details.
If you are a first time customer, you will be asked to sign up for an account one time only.
After you have paid, you will receive an order confirmation via email.
Once your order information is confirmed and you are ready to pay, you will be redirected to PayPal for payment processing. No credit card information is stored by www.trub3.com.
Order payments are currently only processed by PayPal.
All prices listed in the store are in Hong Kong Dollars and all payments will be processed in Hong Kong Dollars (HKD).
For your convenience, we have provided a currency converter at the top of the website. This drop-down menu allows you to change the pricing to a variety of currencies, however, the converted price is for reference only. We do not guarantee that this will be the final amount your bank will charge you. The converted price may not reflect the currency exchange rate nor applicable fees that your bank uses at the time of the transaction.
We currently accept payments via PayPal.
SHIPPING & DELIVERY
Once your order has been received and payment confirmed, your order will be processed. Orders placed before 5pm Hong Kong time Monday through Thursday (excluding Hong Kong public holidays), will be processed and shipped out within 2 working days. Any orders placed outside of this time, will be processed on the next working day.
Once your order has been processed and shipped, you will received a confirmation email with shipping details.
We currently ship personal orders to China and will be adding additional territories in Asia shortly. For countries not yet included in the above shipping destinations, please email us at firstname.lastname@example.org to enquire about shipping to you.
RATES AND ESTIMATED SHIPPING TIMES
Our shipping destinations, delivery time and charges are:
Shipping Charges (HK$)
5 – 7 working days
|Indonesia, Vietnam||3-5 working days||HK$150|
|Philippines, Thailand, South Korea||3-5 working days||HK$115|
If your country is not listed above, please email email@example.com to enquire.
DUTIES & TAXES
TRUB3 ships orders from Hong Kong. Deliveries may be subject to import duties and local sales taxes levied by the recipient’s country, or handling fees from the courier.
As the recipient, you are liable and you must pay the applicable duties, taxes and fees to release your order from Customs on arrival. Please contact your local Customs authority for more information.
RETURNS & EXCHANGES
Returns or exchanges are accepted if you notify us within 5 working days and in the following instances only:
- Items in your package were delivered incorrectly. Please contact us at firstname.lastname@example.org, clearly identifying which product is missing from your order or which product was delivered incorrectly.
- Items in your package were damaged during delivery. Please contact us at email@example.com a photo of the damaged product(s).
Once processed, we will send you instructions via email. Your items will be exchanged with the correct or new product within 5 working days and delivered to you within 14 days from processing. Any returned items must be in its original packaging, completely unopened.
To complete your return, we require a receipt or proof of purchase.
You are responsible for shipping the returned products to us in a timely, trackable manner.
We do not accept any returns or exchanges other than the above instances.
We only accept changes to your order or cancellations of your order, if your order has not yet been processed by our warehouse and shipped. If your order has not been processed and shipped and you wish to change or cancel your order, please email us at firstname.lastname@example.org and include your order number, name, email address and reason for change or cancellation.
INVENTORY AND STOCK
We try to make each and every item available for all of our customers but in the event that an item is out of stock, you will see a “SOLD OUT” listed. If you wish to be notified when that item is back in stock, please enter your email in the form provided and we will notify you when the product is back in the store.
In the unfortunate event than a product is sold out before we can confirm that your package is ready to ship, we will email you immediately with options on how to proceed.
If you have not yet received your order, there are several reasons why your shipment might be delayed:
- Your order hasn’t shipped yet. When your order is ready to ship, you will receive an email from trub3.com. If the item is not in stock, we will notify you by email.
- Your order is still in transit.
- Your order is being held in Customs. Unfortunately, international shipments may be subject to delays when they are examined by your country’s Customs office. As stated on our Shipping policy, international shipments may be subject to duties, taxes and fees, and payment is the responsibility of the recipient.
- Your order was never received/confirmed/processed. Please check your email inbox to ensure that you received an order confirmation from us. If you did, please kindly email us at email@example.com so we can follow this up for you.
Our apologies if your purchase did not arrive as expected. If your TRU Niagen® products were damaged during delivery, please contact us within 5 days of receiving your products and we will be happy to exchange your item(s). Simply email firstname.lastname@example.org and include your order number, photo of the damaged goods and we will email you instructions on how to proceed.
If you have any other questions about orders or shipping, you can reach us at email@example.com.
For other frequently asked questions about TRU Niagen® please see our FAQ page.