Help & FAQ

RETURNS

We accept returns and exchanges made within 7 days of the delivery date on full-priced merchandise in original, new, unworn, unwashed condition.

Items that are washed or worn will not be exchanged or refunded. 

Returns are only accepted if purchased through True Country Co. directly. (via our website or invoice) We will need your order confirmation number and a picture of your packing slip. We can only issue credit to the original form of payment.

We do not pay for return shipping labels. Shipping costs are non-refundable. 

Discounted, Special Offer items, Defects, Sale and Clearance items are Final Sales and are not returnable for any reason. All sales of gift cards, promotional, and customized items are final and are not eligible for return.

Returned items will be inspected and must be returned in unworn, unwashed, and original condition.

Original shipping, return/exchange shipping and handling fees and are not eligible for refund.

We only accept returns for eligible products purchased on TrueCountryCo.com or from an invoice issued by our team. We have great relationships with our retailer partners and if you would like to return a product purchased from one of our retailers, please contact them directly for assistance and information regarding their return policy.

EXCHANGES

True Country Co. accepts exchanges on full price items. Sale items are Final Sales. Discontinued, worn, washed or damaged items may not be exchanged. Promotional and customized items are not eligible for exchange. 

If the size you ordered does not fit properly, please email us at truecountryco@gmail.com to request an exchange and follow the instructions given. Please allow up to 15 days for processing, our customer care team will contact you if we have any questions. 

If the total value of your exchange is greater than the value of the returned items, we will invoice you for the difference. We do not pay for return shipping labels on exchanges. However, we do pay for the shipping when we send the item back to you. Shipping costs are non-refundable. 

Product exchanges must be made within 7 days of delivery date (confirmed by USPS tracking confirmation).  

Within your exchange, please include a note with the following information:

Your Name

Your Order Number

Reason for Exchange 

Item you would like in its place

DAMAGED OR INCORRECT ITEMS

If you have a damaged or incorrect item, you must contact us at truecountryco@gmail.com with a picture of the packing slip and item within 7 days of receiving your order.

LOST OR STOLEN PACKAGES

True Country Co. is not responsible for lost or stolen packages or shipping issues once the package leaves our warehouse. Once the package leaves our warehouse, the USPS, FedEx or UPS has control of your order- please watch your tracking information for updates on the location of your package. The carrier will generally determine if your order can be left in a safe secure place at your delivery address. If you believe your package may have been lost or stolen, please contact our customer care team so we can assist you.

WHEN WILL I GET MY REFUND?

After we receive your return at the warehouse, please allow up to 15 business days for the refund to be posted to your original payment method.

HOW WILL MY PAYMENT BE RETURNED?

Items must be returned to us within 7 days of the day it was delivered. (confirmed by the tracking number provided by USPS). Once we receive your item(s), please allow up to 15 working days for us to process your refund.

Gift Cards: If you paid with a True Country Co. gift card, you will receive the money back as True Country Co. store credit. 

PayPal / Credit / Debit Cards: If you paid via PayPal, your refund will be issued back to the applicable account. If you paid with a credit or debit card, your refund will be issued back to your card. The time it will take for your refund to post to your bank account, PayPal account, or credit card will vary.

HOW TO EDIT MY SHIPPING ADDRESS

Please remember that orders will be shipped to your address on your paid invoice. If you want to ship to a different location, please ensure that you update the shipping address prior to submitting your order. Customer Service is unable to reroute packages once they begin processing. 

All shipping address changes can be updated by emailing our customer care team at truecountryco@gmail.com BEFORE your placing your order.

True Country Co. is not responsible for packages going to your old address, stolen packages or lost packages. 

If we receive your order back to our warehouse, you are responsible for all shipping charges to have it sent to the correct address.

TURN AROUND TIME

This is dependent on the size of your order! Opening orders can take up to 4-5 weeks. Reorders typically ship within 2 weeks!