Your most FAQs, answered!
Q: When will my order be shipped?
A: Typically, orders are shipped between 1-3 business days. If we are having a sale, orders can take up to 5-7 business days due to the high volume of orders.
Q: How does local pick up work?
A: We have two local pick up locations! One at our Surrey Warehouse, and one at Champagne and Lace in Abbotsford. When you’re ready to checkout for Surrey, simply go to checkout and select ‘pick up’. From there, the Surrey location will be automatically set and you can continue with your payment details.
For our Abbotsford location, all you have to do is write “Abbotsford Pick Up” in the order notes section located under your selected products, on the cart page. Once that’s done, at checkout select the local pick up Surrey warehouse option! 😊
Once your order has been fulfilled, you will receive an email with all of the pick up information, including the date it will be ready! Make sure to check your junk mail as sometimes it can end up there.
Q: I'm having trouble deciding which products are best for me, can you help?
A: Of course! We're more than happy to recommend products that are best suited for your skin! Send over an email (email@example.com) or Instagram DM (@trulylifestylebrand), explain your skin type and we'll go from there! You can also shop by skin type on our website under the 'Shop' drop down menu, and we have a personalized skin quiz to identify the products best suited for your skin here.
Q: In what order should I be using my products?
A: As a rule of thumb: cleanse, tone, apply serum(s), moisturize and/or apply SPF. If needed, apply spot treatment to any blemishes or breakout areas. Have more questions? Send over an email (firstname.lastname@example.org) or Instagram DM (@trulylifestylebrand), and we can recommend a tailored skincare routine for you! 🥰
Q: Are your products vegan and cruelty free?
A: Yes! We are also Leaping Bunny certified. 🌱
Q: Are your products safe to use during pregnancy?
A: We always recommend consulting with your doctor and doing your own personal research if you have any questions regarding product safety during pregnancy. However we are happy to say that everything in our line is pregnancy safe, except for our Truly Ageless 1% Retinol serum.
Q: My order arrived damaged/incorrect, what do I do?
A: OH NO! We're sorry to hear that! Send us an email along with a few photos to email@example.com, and we will make sure you're taken care of.
Q: What's your return policy?
A: All returns or exchanges must be processed within 30 days of receiving the order. Please note storewide sales hosted by Truly Lifestyle Brand Inc. are final sale. Returns are processed as store credit. To place a return, please reach out to firstname.lastname@example.org, and provide the order # and the item you are looking to return or exchange. Truly Lifestyle Brand is not able to cover the cost of shipping to have packages returned to the warehouse, shipping costs are the responsibility of the customer.
Q: Do you do wholesale?
A: We do! Send over an email to email@example.com and we will send you our Stockist Application Form to see if we're a good fit!
Q: How do I add/edit or cancel an order I have placed?
A: Send an email with your order changes to firstname.lastname@example.org ASAP! Once an order has been processed by our fulfilment team, we are unable to cancel or change the shipment.
For any other questions/inquiries, send over an email (email@example.com) or Instagram DM (@trulylifestylebrand). Thank you!