Shipping

Shipping Policy

Successfully placed orders will receive an e-mail confirmation with the order details and we will share the courier tracking details so you know when to expect it. If you do not receive an e-mail, please check your spam filter or contact us for confirmation.

All orders are shipped from Colombo. If you need any assistance with your order, please contact us immediately at hello@trubytina.com or DM us via our insta page, we'd be happy to help.

Domestic Shipping Rates and Delivery (within Sri Lanka)

Expected delivery timeline and charges based on location:

• Personalized or made-to-order items will delay your shipping time by 7-10 business days.
• Order deliveries within Colombo (1-15) area, suburbs or outstation will not be made on Sundays or mercantile holidays.
• Shipping charges for your order will be calculated and displayed at checkout. 

Other Payment Options 

For all local orders (Island-Wide), the following payment methods are available:

• Cash on delivery*
• Payment via Bank transfer  

*Cash on Delivery is not available for personalized or made-to-order items.

In-store pickup

You can skip the shipping fees with free local pickup from:

True Kids Concept Store

Address: 56 Thimbirigasyaya Road, Colombo 00500

After placing your order and selecting local pickup at checkout, your order will be prepared and ready for pick up within 2 to 3 business days for non-personalized products and 7 to 10 business days for personalized products. We will send you an email when your order is ready along with instructions. 

Please have your order confirmation email with you when you come.

International Shipping

We offer international shipping to selected countries. 

International shipping is charged according to weight brackets. The shipping is calculated at checkout according to the weight of your order.

Your international order may be subject to import duties and taxes (including VAT), which are incurred once a shipment reaches your destination country. We are not responsible for these charges if they are applied and are your responsibility as the customer.

Shipping FAQs

How do I check the status of my order?

When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available. 

Cancellation before order shipping 

Unfortunately, it is only possible to cancel your order, if it has not yet been packed and shipped from our location. If you want to cancel an order, please send us an email with subject line “CANCEL ORDER” as soon as possible. We will not be able to make changes to your order after it has shipped.

• Please review and ensure that you have entered the correct address and contact number. We are not responsible for non-delivery due to errors in the address or contact number that you provide. Unfortunately, if an order is returned due to an incorrect address / number, we reserve the right to refund the original order (excluding the shipping fee) and ask that you re-submit your order.

Has COVID-19 affected delivery times?

Please expect minor delays due to COVID-19 safety and travel restrictions. 

Refunds, returns, and exchanges

Please check the Returns & Exchanges page for more details. 

If you have any further questions, please don't hesitate to contact us at hello@trubytina.com.