Shipping & Returns Policy
What is your shipping policy?
Shipping costs are calculated during checkout based on your shipping address and shipping speed.
Orders are usually shipped the same business day or the very next business day, depending on when the order was placed.
Backorders will ship the same day they are received in stock, which varies depending on the items and the manufacturers/suppliers.
Has my order shipped yet? How can I track it?
When your order is shipped you will receive an email notification with a link to track your package. Be sure to check your spam folder, just in case. You can also log into your account at any time to track the status of your order.
What is your return policy?
To return a product, please follow the steps outlined below.
If you are not satisfied with your merchandise you can return it for a full refund within 72 hours of delivery. You are responsible for return shipping costs. Merchandise must be in the same condition as when it was sent. If an item is damaged or used, it cannot be returned or exchanged for any reason. If merchandise is returned in unacceptable condition, you may pay shipping costs to have it sent back to you, or we will keep it. No credit or returns will be issued on Custom orders, and there are no cancellations or changes allowed.
1. Obtain a Return Authorization Number (RA#) within 72 hours of delivery date by calling (909) 923-4116.
2. Please provide the following information when requesting a RA#: Original order number, name of product requesting return, reason for return, your name, daytime telephone number and email address.
3. Verify that all the merchandise is in the original packaging and in tact, and that all accessories are included.
4. For your protection, please insure the package and use a "traceable" shipping method such as UPS Ground. You are responsible to ensuring that the items get to us in their original condition.
5. Please provide the RA# both on the inside and outside of your package and return to the address below. Please note that items that do not have a return authorization number will be refused and returned to the sender.
TRU GRIT INC.
Returns Dept. - RA# -__________
760 E. Francis St. Unit N
Ontario, CA 91761
6. Return the merchandise within 5 days of the issuance of the RA#.
7. Credit will be issued after our warehouse receives, inspects, and processes your return: however, your credit card company determines when the issued credit will be reflected in your statement. Please allow one to two billing cycles. All returns for credit must be received with a valid Return Authorization (RA#) Number.
Do you ship internationally?
We ship to anywhere that USPS or UPS will deliver to. International orders are sent at your own risk. Any shipping insurance claims are your responsibility and Tru Grit will not be
responsible for stolen, lost or damaged packages. Tru Grit is not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes, etc.).
What is the cost to ship a machine?
All machines will require a shipping quote. If you would like a quote please state in the comment section in the shopping cart prior to checkout, otherwise shipping charges will be added and order will be shipped. Shipping and handling charges are due when the order is shipped.
My order arrived with missing/incorrect items.
Please contact us immediately via email or phone call so that we may fix the problem at no additional charge to you.
My items were lost or damaged during shipping.
Tru Grit is not liable for any products damaged or lost during shipping. If you received your order damaged, please contact the shipment carrier to file a claim. Please save all packaging materials and damaged goods before filing a claim.
I'm having trouble logging into my account.
Please visit the Lost Password page to reset your password. If you've not yet signed up for an account with us, you can create one during checkout.
How can I make changes to my order, or cancel it?
First, log in to your account to make sure your order hasn't shipped already. If your order hasn't shipped yet, you may email firstname.lastname@example.org with your name and order number or call (909) TRU-GRIT (909-878-4748).
How do I order heat treating services?
Check out our Heat Treating Services page for heat treating information and an order form.
I'd like to purchase a Gift Certificate
Great! You can purchase a Gift Certificate right here. You'll be able to specify the recipient's email address and add a personalized message during checkout.
How is my privacy protected while shopping on your website?