FREQUENTLY ASKED QUESTIONS
These are some of the most commonly asked questions about our products and services. We hope that they will guide your shopping decisions and give you confidence to make the best choice. If we haven't addressed all of your concerns, please don't hesitate to make your inquiry known by sending us a message, here.
Will my shipping be delayed due to COVID-19?
In some cases, shipping may be delayed due to COVID-19. After you have received a confirmation email for your order, you can track your package to see if there will be any delays, here.
Can COVID-19 spread from packages?
According to the World Health Organization (WHO), COVID-19 is primarily spread from person to person, so it is most important to maintain a safe distance, wash your hands, and stay in sync with new information from WHO. There is no indication that it is spread from packages or objects. If you have concerns about receiving packages, you should follow the guidance of the CDC Q&A on COVID-19 and the WHO Q&A on COVID-19.
What does OneTruTree mean?
The term OneTruTree comes from the music and entertainment world, where counting principles guide the beat. In this context, it has been rearranged to reference the genuine intent to keep the world healthy and contemporary through popular figures, fashions, and influences.
How can I contact customer service?
You can send a message to customer service here, and someone will respond to your inquiry within 24 hours.
Is free shipping available?
Currently, free shipping is only available on orders of $50 or more. Orders less than $50 will benefit from periodic promotions available through coupons or discounts.
How will I know when my order has been shipped?
Upon shipment, you will immediately receive an email with the order tracking number. You can use that tracking number to follow your purchase through to its delivery on our order tracking webpage.
What is the standard cost for shipping?
We charge $7 standard shipping for orders below $50.
Can I ship my order to someone else?
Yes. Please edit or change your Ship to address at checkout.
Do I need to sign for my package?
That depends on the carrier. Upon shipment, you will immediately receive an email with the order tracking number. You can use that tracking number to follow your purchase through to its delivery on our order tracking webpage. During shipment, you can contact the carrier directly to learn more about their delivery requirements.
Do you ship to Military FPO, APO, or DPO addresses?
We cannot guarantee that you will not have delays when purchases are being shipped to a military or diplomatic address since USPS is the only authorized carrier to US Military addresses. If we are unable to deliver your order, your order will be returned to the merchant, and your purchase fully refunded. Express shipping is not available to this location.
Do you ship to Post Office boxes?
Yes. The USPS is the only authorized carrier for P.O. Boxes. Express shipping is not available to this location.
How long will it take to receive my order?
Our global network of distributors provides merchandise from various parts of the world including the United States, China, France, and Spain. While your order will usually take 5-15 business days from shipment to arrive, please review origination and allow for additional time to receive your product(s) from a country more distant than your own. After purchase, you will receive an email with your order tracking number that you can use to track your order on the order tracking page. You may also email us directly with any shipping concerns.
How do I log in?
New customers are encouraged to sign up for a new account before making your first purchases. Select Create account from the menu located at the top of the home screen.
If you are a returning customer, please log into your account from the menu located at the of the home screen. You may also log into your account from the Information page at checkout.
How do I update my account information?
After you have logged into your account, you can update your name, address, and personal information by clicking on Account Details.
How do I reset my password?
From the log in screen, click on Forgot Your Password? You will be prompted. to enter your email address after which you will receive an email with instructions to reset your password.
Do you accept PayPal?
Yes. PayPal express checkout is available on the Information page at checkout. You may also use the PayPal button on the Payment page to complete your order.
Can I use my debit or credit card?
Yes. Debit or credit cards with the Visa or MasterCard logo are accepted.
Why doesn't my discount code work?
Please check to ensure you have entered the discount code correctly. If it still does not work, please send us a message, here. We will respond to your inquiry within 24 hours.
Do you offer refunds?
Please review your orders carefully before purchasing including size, color, or other conditions. Most orders and final and non-refundable after they have been shipped. If the order has not yet been shipped, you may request a refund back to the card or bank account you used for purchase. Please send an email to customer service to request cancellation. We will respond to you within 24 hours with a return label for your package. For faster service, please message us. Messages will be returned immediately or within several hours.
Items that have already been shipped and received that are defective may be returned within 30 days after receipt and it will be replaced. You must contact customer service within 7 days after receipt, or it will be considered used. No refunds are offered for these purchases. The buyer and seller will split the shipment cost in half. Please inform us promptly within the time prescribed.
Items that have already been shipped and received that are not as advertised are refundable when returned within 30 days after receipt. You must contact customer service within 7 days after receipt, or it will be considered used and will not be refunded. There are no exceptions. You may request a refund back to the card or bank account you used for purchase. Please refer to the return instructions below.
How can I return an item?
Please review your orders carefully before purchasing including size, color, or other conditions. Most orders are final and non-refundable after they have been shipped. Defective items can be returned for full credit to the card or bank account you used for purchase.
- Please send an email to customer service with the shipping tracking number and photos or description of the details of your defective item.
- All returned items MUST be in the original packaging.
- We will bear the shipping if product is not as advertised.
We will respond to you within 24 hours with a return label for your package. For faster service, please message us. Messages will be returned immediately or within several hours. Each request will be handled on an individual basis.
Do you offer exchanges?
ONLY defective items will be exchanged. Defective items can be returned for full credit to the card or bank account you used for purchase. Please refer to the return instructions. Each request will be handled on an individual basis.
WHY SHOP AT ONETRUTREE.COM
OneTruTree, LLC is committed to bringing the best product and service directly to your front door. We strive daily to acquire contemporary themes that will allow you to express yourself with confidence. Shopping from onetrutree.com enhances your shopping experience by eliminating the clutter of sourcing everything you need to live a healthy lifestyle, and look great doing it.