FAQs


RETURNS & EXCHANGES

Return Policy

At Live True Co., we want you to be 100% satisfied with your order. By placing an order for any of our products, you indicate that you have read this refund policy and that you agree with and fully accept the terms of this refund policy.

All returns & refund requests must be submitted 60 days after order date. To start your return process, please contact us at hello@livetrue.co. Returned items must be returned in new condition and in original packaging. We are not responsible for return shipping costs (unless the item is defective).

There are 3 types of items at Live True Co., and all 3 have slightly different Return Policies. 

 

1. Custom Jewelry

If you are not completely satisfied with your custom jewelry, you may return it for a refund (minus a 35% restocking fee) within 60 days of the purchase date. We also accept exchanges, but due to custom nature of this product and not being able to resell returns we charge a 35% remake fee. Further, we only allow a maximum of 1 exchange per item, so please take the time to ensure your customization's (size, engravings, etc.) are correct.

However, if the item is defective, we will either replace it at no cost to you or you can send it back to us for a full refund.

2. All Other Merchandise

We offer a 60 day full money back guarantee on all other merchandise. If you don't like the item, you can send it back to us for a full refund (less the shipping costs). 

If the item is defective, we will either replace it at no cost to you, or you can send it back to us for a full refund.

SHIPPING

How much is shipping?

We offer tracked & insured shipping on all orders for only $4.97 USD per shipment.

Do you ship internationally?

Yes! We do ship internationally.

How do I track my package?

Once we've fulfilled your order, we will send you an email with your tracking number. If you need assistance, please email us at hello [at] livetrue.co.

How long does it take for an order to arrive?

All of our jewelry is shipped from our shop in Canada. Our shipping times are as follows:

x Canada 2-10 business days
x USA 2-6 business days
x International 4-22 business days although most orders deliver in 7-14 business days

 

I made a mistake with my shipping address, what do I do?

 

We do try our best to catch incomplete/wrong shipping addresses - but unfortunately, we can't catch them all. 

If you realized that you provided us with an incomplete/wrong shipping address, please contact as soon as possible as we may be able to update your shipping label prior to dispatch. If your item has already been shipped, unfortunately we cannot redirect packages and we are not responsible for packages that aren't delivered. 

If the package is returned back to us, we will reach out to you to let you know we've received it. Additional reshipment fees will apply.

What about customs fees or duties?

There may be duties or customs fees uncured on your order upon delivery. Live True Co. is not responsible for paying these fees and are the responsibility of the buyer. 

If customs fees are not paid and the package is returned to us, we can provide a refund for the non-custom items in your order. Shipping fees and custom items are not eligible for a refund.

STILL HAVE QUESTIONS?

We would love to hear from you! Send us an email at hello [at] livetrue.co and we'll get back to you right away.