FAQ

Payment

Is my Information secure?

Yes, it is.
Purchasing with your credit card at TrueDirect.com is safe because we use technology that encrypts your information while you shop on our site. This means that your information is encoded and unreadable as it travels to our server. In fact, using your credit card at our web store is safer than using it at a restaurant or gas station.

When does my credit card get charged?
When you place an order on our website we immediately place a hold on your credit card reserving the funds needed to complete the transaction. However, your credit card is not actually charged until the day your item(s) ship.

Will I receive a receipt for my transaction?
Certainly, at the end of your transaction you are shown an Order Summary screen. Please print this page from your browser as a receipt for your transaction. This Order Summary includes our GST number for your reference. You will also receive an order confirmation by email, which you can keep for your records. Please note that these emails cannot be used as a receipt.

What are the different ways I can pay for my order?
It’s easy to make a purchase at TrueDirect.com. You can pay for your order with VISA or MasterCard issued from a Canadian financial institution.

* Please note that we do not accept Visa, MasterCard, or American Express pre-paid credit/gift cards on our website and all of our advertised prices are in Canadian dollars.

When does my credit card get charged?

When you place an order on our website we immediately place a hold on your credit card reserving the funds needed to complete the transaction. However, your credit card is not actually charged until the day your item(s) ship.

Will I receive a receipt for my transaction?

Certainly. At the end of your transaction you are shown an Order Summary screen. Please print this page from your browser as a receipt for your transaction. This Order Summary includes our GST number for your reference. You will also receive an order confirmation by email, which you can keep for your records. Please note that these emails cannot be used as a receipt.

What are the different ways I can pay for my order?

It’s easy to make a purchase at TrueDirect.com. You can pay for your order with VISA or MasterCard issued from a Canadian financial institution.

* Please note that we do not accept Visa, MasterCard, or American Express pre-paid credit/gift cards on our website and all of our advertised prices are in Canadian dollars.

Shipping

How can I get my order faster?

Some of the most common causes of delays are incorrect, inaccurate or out of date information.

  • Enter your shipping and billing address carefully:
    Your billing address and phone number must match the details your bank has on file for you. Delivery address should include your apartment number (if applicable).
    Example:

    John Doe
    201-123 Main Street E
    Calgary, AB
    T3R 5K3

  • Make sure TrueDirect emails reach your inbox:
    To ensure that you receive important messages about your orders, add TrueDirect to your email “whitelist”. This keeps our messages out of your spam folder. Go to your email provider to find out how to manage your whitelist.
  • Choose Express/Air shipping:
    This is the fastest shipping method. You will see the exact delivery window when you check out.

What are my shipping options?

There are several ways to receive your order:

  • Ground Shipping: The convenience of shipping to your door.
  • Express/Air Shipping: The fastest delivery option

Please use the shipping estimator tool in your shopping cart will show you the price and delivery window for each shipping option. The finalized charges will appear in step 3 of the checkout. These costs are calculated based on the product selection and your shipping address.

When can I expect to receive my order?

This depends on the availability of the product and the shipping method you select. When you place your order, the delivery window is shown for each shipping option. During busy periods such as Black Friday and holidays, your order may take longer to arrive than estimated in the shopping cart.

Does TrueDirect.com offer international shipping?

We’re sorry, TrueDirect can only ship within Canada. Also, we only accept credit cards issued in by Canadian financial institutions.

Can I order a product and ask you to ship it to someone else?

We can only ship to the address that your bank has associated with your credit card. If you want to ship to another address, contact your bank to have the address changed on your file, and then enter that address in your TrueDirect profile.

Can I ship to a PO box address?

Yes! To make sure that orders being sent to PO boxes and rural route addresses get to their proper destination, please include a physical street address or highway number with your order.

Returns & Exchanges

How do I exchange or return a defective product I bought online?

If you would like to return a product, please contact our customer service team using the Contact Us page. We will gladly refund your original shipping cost if you are returning an item because of an error on our part, or if we have determined that the product is defective.

Your electronic invoice is required as proof of purchase.

If I return a product, how long do I have to wait for a refund?

When you return a product, you will receive a refund within 7 business days of us receiving and verifying the item. The refund will be applied to the credit card that you used to purchase the product.

Environmental surcharges

Why am I charged an environmental surcharge?

Your TrueDirect.com purchase may include an environmental surcharge as required by your provincial government. Used to support provincial recycling and disposal programs, environmental surcharges are collected on products made with materials such as metal, glass, and plastic that can be recycled into other products. Surcharges are also collected on products that may contain substances that are hazardous to the environment. TrueDirect.com charges environmental surcharges on items that we ship to, deliver to or pick up in provinces or territories where we are required to do so. The surcharge amount reflects the applicable rate and you will see the surcharge amount during the checkout process.

What happens if I return a product?

If you return an item for which you were charged an environment surcharge, the amount of the surcharge will be refunded. Please refer to your packing slip or our return policy for more details on returning items.

Need more information?

Visit your provincial government’s websites for more information on the specific environmental programs they provide.

Web Site

What if I find a misprint or an error on the web site?

We always try to provide accurate information on TrueDirect. If you see an error, please let us know through the Contact Us page. We will work quickly to correct the issue.

How can I get help using the website?

If you need help with the order process, or any other aspect of using TrueDirect, reach out to our customer service team through the Contact Us page to let us know about any errors.