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FAQ's

SHIPPING

Do you ship internationally?
We offer international shipping to most countries. The countries we provide shipping to can be found in the Country drop down list during the check out process.


How much are shipping costs?
We frequently offer free shipping to all our customers. This offer can be for selected items, or store wide, or for a limited time. Our free shipping offers apply to most countries, however there may be some countries we are unable to provide the free shipping. This does not mean we cannot ship to that country. There may be extra costs required for that country. If this is the case, we will contact the customer to confirm proceedings before processing their order.

Where shipping costs apply, the cost will vary depending on the number of products purchased, weight of products and the destination country. All shipping costs will be calculated and shown during the check out process before you finalise your order.

Our shipping costs include fuel charges. Other charges such as import duties, taxes, and other customs related charges are not included. If any of these extra charges are applicable, they are the responsibility of the buyer.

What is the estimated delivery time?
We offer free or low cost shipping and delivery time is usually 12 - 20 days.
The delivery time varies depending on country. Below is a guide for the countries we deliver to most frequently.
United States: 12 - 20 days
Canada: 16 - 26 days
Australia: 13 - 20 days
United Kingdom: 20 - 40 days
Russia: 14 - 23 days
Brazil: 20 - 40 days

If our products are required urgently, please contact us and we will provide the costs of express shipping options for you to choose.

Orders are dispatched usually within 2 - 4 business days of placing order. During a sale period, please allow up to 7 business days for orders to be dispatched.

When ordering multiple items, why do I receive them separately?
As part of our service to offer customers free shipping or low cost shipping, we also push to get orders delivered as quick as possible. This means we ship out products from their respective warehouses direct to the customer. This saves time and unnecessary shipping costs which are passed to our customers. The other reason is if one item is delayed, we don't want to delay the whole order if the other items are ready for shipping. Of course, if the combination of products ordered can all be shipped at once, we definitely will do so.

How are your products packaged for delivery?
We strive to keep our shipping process as effective and efficient as possible. We don't waste resources on repacking our products into "pretty" packaging, which ends up in the garbage. Therefore our products are shipped directly from their original warehouse packaging. This is a "win-win-win" for our customers, our environment, and us.

Can I have my order delivered to a PO Box?

We do not currently offer delivery to a PO Box.

How do I know where my order is at?
We provide shipment tracking for all orders.


PURCHASING

What currency are your prices?
All prices on our website are in US dollars (USD) by default. We provide additional currency options for you to choose at the top of our webpage. Note during the Check Out process, the currency will be converted by to USD.

What payment options are available?
We provide a variety of payment options such as VISA, MasterCard, Amex and PayPal. Your card/paypal account will be debited once your payment has passed fraud screening.

I'm not sure I've successfully completed my order. How can I tell?
When you have successfully completed your order, you will receive a confirmation email. If you don't receive an email, please get in touch with our customer service team to ensure that your order has been successfully processed, or that your email details are correct. Please also check your junk mail folder to ensure your emails are not being forwarded to this folder.

Can I change or cancel my order once it has been placed?
Once an order has been placed and payment confirmed, we cannot change or cancel your order - this includes the delivery address. Please see our Returns Policy for more information.

Can I get my order gift wrapped?
At this stage, gift wrapping is not available with online orders.

What is a promo code?
A promo code is a series of numbers and letters that gives you to a specific discount or percentage off your purchase when entered at the shopping cart.

An example of a promo code could be, "enter promo code '123ABC' in the shopping cart to receive x% off". This promo would come with certain terms and conditions and will often be time sensitive.

Promo codes are not to be confused with gift vouchers, which need to be entered at final payment stage of checkout.

I forgot to add a promo code to my order. Can it still be applied?
Unfortunately no. Promo codes can only be applied in the shopping cart screen at time of purchase.


SIZING & COLOUR

How do I know what size to choose?
Sizing can be confusing because there are different standards for different countries. Also different manufacturers may have their own version of size guides which may contain confusing measurements. We offer our easy-to-use international size guide which is based on Age and Weight. Before you order an item from our online store, we recommend using our size chart below.

If in doubt, we recommend choosing slightly larger sizes if the item doesn't need to be immediate use. If you are still unsure about which size to choose, please contact us as we may have additional sizing information on file for that item.

Do the products look exactly as shown in the pictures?
Most product photos are optimised for online viewing and marketing. Photos are taken with as much detail and accuracy as possible. However, colours may vary slightly to what you see on your computer monitor or phone.

We also provide as much detail as possible in product descriptions to help you with your decisions.

Are the products only suitable for their seasonal recommendations?
The seasonal recommendations are only a general guide. The Summer temperature can be hotter in one country compared to another country. Just like Winter can be much colder in one country than another country. We encourage customers to be flexible and use common sense when purchasing and dressing, based on the expected temperatures of your location.


OTHER

How do I find out about upcoming promotions?
As expected, in order to know about upcoming promotions or any news from TrueBlueKid, we recommend signing up to our newsletter. You'll be among the first to know about new season styles, sale events and our high demand promo codes. Certain promo codes are only offered through our newsletters. You can also follow us on Social Media.

We don't like spam emails anymore than you do and we promise not to send out unnecessary communication. You can subscribe at anytime.

What if I have a question that isn't frequently asked?
Please contact us using the form on our Contact Us page or email us directly at info@truebluekid.com

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