Free shipping on all orders*

Free shipping applies to U.S. orders.

No minimum purchase is required.


*Not applicable to international orders.

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FAQ & HELP



THE TRUVANA PROMISE

Q   What is the Truvana Promise?

A    Free Shipping.  Fast delivery (2-3 days on most orders).  No minimum purchase.  No sales tax.  Easy.

We back this up with our promise of exceptional customer service.  Since 2002, our parent company Base Gear LLC has consistently received the highest possible rating from the Better Business Bureau (A+), Bizrate.com (Outstanding), Yahoo! Shopping (5 out of 5 stars), Google Shopping (4.7 out of 5 stars),  ResellerRatings.com (10 out of 10), and other independent review organizations for our exceptional customer service.


Q   Who is Truvana?

A    To learn more about our company, please click here.


SHIPPING INFO

Q   What is your shipping policy?

A    Please click here to visit our Shipping Info page.


RETURNS & EXCHANGES

Q   How do I make a return or exchange?

A    Please click here to visit our Return Info page.


ORDER CHANGES & PRICING

Q    How can I change or cancel my order?

A     You can make changes to your order at any time before clicking the "Place My Order" button during the checkout process.  Once you click the "Place My Order" button, your order cannot be changed.

Please contact us immediately if you need to change or cancel your order.  Our warehouse begins to process most orders immediately after they are received, so it may not be possible to change or cancel your order once it is submitted.  If you contact us within 30 minutes of placing your order, we will do everything we can to change or cancel your order.


Q    Do you offer price adjustments?

A     Yes, we do offer a one-time price adjustment for price reductions that occur within 10 days of purchase.  If you see the same exact item (same season, style, size, color) in stock at a lower price on our website within 10 days of purchase, please contact us and we will refund the difference to your original method of payment.

Please note that when calculating price differences, we take into account any promotional benefits or discounts you received with your original order, such as gift cards and gift-with-purchase items.


GROUP & GOVERNMENT SALES

Q   Do you provide discounts for group orders?

A    Yes, we do!  We have over a decade of experience outfitting expedition groups, alpine clubs, the military, search and rescue teams, forest service professionals, and various other organizations.  We have a dedicated VIP Group Sales Team at Truvana to assist with all aspects of your purchase.

The following is a list of some of the things that we can do for you:

  • We can provide a fast quote and availability status for all items on your list. All requests will be answered within one business day, if not sooner!
  • We can special order items in your desired size and color for any quantity you need, subject to manufacturer availability.
  • We offer fast turnaround for all orders, with most orders available to ship the same business day.  We can even special order items that we do not normally stock. Just ask!  Most special orders ship in less than one week.
  • We offer a variety of payment options, such as all major credit cards, PayPal, purchase orders, and government-issued IMPAC cards.
  • Upon verification, we can set you up with a special coupon code or VIP login access for special volume order discounts.

Q   Do you accept government orders?

A    Yes, we do! Our parent company, Base Gear LLC is an officially authorized Trading Partner with the United States government.  We are listed in the federal government's Central Contractor Registration (CCR) database.

We accept most government, quasi-government, and corporate purchase orders, and IMPAC cards.  We reply to most  RFQ’s and bid requests on the same day.


INTERNATIONAL ORDERS

Q    Do you accept international orders?

A     Yes, we love our international customers.  We ship to approximately 30 countries around the world.  We have over a decade of experience outfitting international customers. 

Please note the following important conditions:

  • Due to increase in credit card fraud from certain countries, we highly recommend using PayPal as your payment method to avoid delays in processing your order.  For China, Russia, and Ukraine, we can only accept PayPal.  You may still use your credit card with PayPal.
  • Due to manufacturer restrictions, we are unable to ship certain brands to shipping addresses outside of the United States and/or North America. Restricted brands include Arc’teryx, Black Diamond, Patagonia, Rab, and The North Face.  For these brands, please provide a U.S. shipping address.
  • We provide sales and service to U.S. end users and groups only.  We cannot accept orders from freight forwarders, wholesalers, and resellers.  For wholesale inquires, please contact Arc'teryx directly. 

Q    What are my shipping options and costs?

A     All international orders ship via USPS (United States Postal Service).  To obtain a shipping cost quote, please place the items you wish to order into your Shopping Cart.  Then, go to your Shopping Cart and select the appropriate country in the Shipping Options box.

Please allow approximately 2-4 weeks for delivery via International USPS Priority and 1-2 weeks via International USPS Express.  These are estimates only, and actual delivery times may vary depending on customs processing and handling time your country.


Q    How do you handle customs duties, taxes and import restrictions?

A     You are solely responsible for any customs duties, foreign taxes or any additional fees that your country may assess.  The customs and duty process is beyond our control.

In order to comply with export regulations, we are required by U.S. law to declare the exact value of all items ordered and to declare them as dutiable "merchandise."  Also, because we are a retailer, we are prohibited by law from declaring your order as a "gift," even if the order is intended to be received by a gift recipient.

Please do not ask us to mark any order as a “gift” or to under-declare the value of any order.

For detailed information concerning your country's customs policies (including duties and import taxes), you may wish to visit the official website of the World Customs Organization, which contains links to customs websites for most countries:

http://www.wcoomd.org/

DutyCalculator.com is another useful resource:

http://www.dutycalculator.com/


SECURITY & PRIVACY

Q    Is your online ordering process secure?

A     Yes. Whenever we collect sensitive and private information at checkout, your information is protected and processed using the latest, state-of-the-art Norton Secured technology by Symantec, the most trusted, high-grade SSL (up to 256-bit) encryption in the industry.  For your protection, we do not store your credit card number on our servers. 

Symantec also scans our website daily for malware and continuously tests our site for hacker vulnerabilities.  You can verify the authenticity and secure status of our website by clicking on the Norton Secured Seal below.


For detailed information about your online security and privacy, please click here.


Q    What is your privacy policy?

A     We respect your privacy rights.  We will never disclose your personal information (including your e-mail address) to third parties without your permission.

To view our complete privacy policy, please click here.


TERMS OF USE

Q    What are the terms of use for this website?

A     To view our terms of use and legal notices please click here.