Shipping and Returns

Shipping Services and Rates

TrueLot Research ships eligible orders within the contiguous United States using UPS 2nd Day Air or UPS Next Day Air Saver.

For merchandise subtotals below $400 after discounts, UPS 2nd Day Air is $25 and UPS Next Day Air Saver is $65.

For merchandise subtotals of $400 or more after discounts, UPS 2nd Day Air is complimentary and UPS Next Day Air Saver is available as a $40 upgrade. Shipping charges and taxes do not count toward the $400 threshold.

Order Processing

Orders with payment confirmed and order verification complete by 12:00 p.m. Eastern Time, Monday through Friday, normally are tendered to UPS the same business day. Orders completed after the cutoff, on weekends or on carrier holidays normally are tendered to UPS the next business day. Orders requiring additional payment, account, address or risk review may require additional processing time.

Carrier Transit

UPS transit times are measured in business days beginning after UPS accepts the package. They do not begin when the order is placed or when a shipping label is created.

Weekends, holidays, severe weather, address corrections, carrier disruptions and other circumstances outside TrueLot Research’s control may affect shipment or delivery timing. Saturday delivery is not included unless specifically offered for an order.

Tracking information may be issued when a shipping label is prepared. Tracking can temporarily display ‘Label Created’ until UPS accepts and scans the package.

Shipping Destinations

Shipping is currently limited to eligible street addresses within the contiguous United States. We do not ship to PO Boxes, APO/FPO/DPO addresses, U.S. territories or international destinations.

Customers are responsible for providing a complete and accurate delivery address. Address changes or carrier interceptions cannot be guaranteed after an order has entered fulfillment.

No customer cancellations or changes after submission

After an order is submitted, the customer may not cancel it or request changes to the items, quantities, strength, shipping service, or address. Contact support immediately about a suspected error, but a change is effective only if TrueLot confirms it in writing. This rule is subject to delayed-shipment choices, cancellations initiated by TrueLot, and rights applicable law does not allow us to waive. If TrueLot cancels an order or item, collected amounts for the canceled portion will be refunded.

Properly fulfilled sales are final

Buyer-remorse returns and exchanges are not accepted because returned research materials cannot be placed back into sellable inventory while preserving integrity, exact-lot traceability, and chain of custody. Do not send anything back unless support gives written authorization. This final-sale rule does not eliminate valid nonshipment, delay, damage, materially incorrect fulfillment, unauthorized-transaction, or other nonwaivable rights.

Damage, missing contents, or fulfillment errors

Inspect and document the shipment as soon as it arrives. Visible transit damage, missing contents, a materially incorrect item, or another apparent fulfillment error must be reported to support@truelotresearch.com within 24 hours of carrier-confirmed delivery. Include the order number and a clear written description.

Prompt reporting and complete evidence help us verify the condition at delivery. A late or incomplete submission may make verification impossible and may affect the available resolution where law permits, but it does not automatically waive a right that applicable law does not allow the parties to waive.

Required unpacking documentation

For a damaged, missing-content, or incorrect-item claim, provide one continuous, unedited video beginning before the package is first opened and showing:

• The readable carrier label and every side of the sealed exterior package, including any visible damage or tampering.
• The package remaining in frame while the original seal is opened.
• The packing slip and all packaging materials.
• Every item and all product labels, strengths, quantities, and visible TrueLot lot IDs.
• Any breakage, leakage, missing space, wrong item, or other claimed damage or discrepancy.
• Clear supporting photographs of the exterior package, interior packaging, packing slip, all contents, product labels and lot IDs, and close-ups of damage, plus written details explaining the issue.

Marked delivered but not received

Contact support promptly if tracking says delivered but the package cannot be located. A carrier delivery scan, photograph, GPS record, signature, or similar record is evidence of delivery, but it is not automatically conclusive. We may review the shipped address, carrier documentation, customer information, building or mailroom procedures, and other available facts. Correct delivery followed by theft or loss may have a different resolution from delivery to the wrong location, a carrier error, or a TrueLot fulfillment or addressing error. Nothing in this section limits nonwaivable rights.

Delays and nonshipment

If TrueLot cannot ship within the time stated at purchase or any later date you validly accepted, we will provide the delay notice and choice required by applicable law, which may include agreeing to a revised date or canceling the unshipped portion for a prompt refund. Contact support if tracking does not update or the promised shipment has not occurred.

Claim review and resolution

We may verify order records, inventory, exact-lot data, submitted evidence, package weight, tracking, carrier information, and relevant communications. Depending on the verified facts and applicable law, a resolution may include replacement of affected items, reshipment, refund, credit, carrier investigation, denial where the claimed issue cannot be substantiated, or another appropriate remedy. No policy term limits rights or remedies that cannot lawfully be waived.

Shipping support

Send shipping and fulfillment reports to support@truelotresearch.com with the order number in the subject line. Do not send complete payment credentials, medical information, or unrelated personal information.