Question 1

Does Truss City accept returns?

Accepted Answer

Yes, but only for defective or damaged items. Returns must be initiated within 30 days of delivery (excluding public holidays). Items returned for reasons other than defects (e.g., buyer's remorse, wrong size ordered) are not eligible for return.

Question 2

Who pays for return shipping?

Accepted Answer

The customer is responsible for all return shipping costs. We recommend using a trackable shipping method with insurance for your protection.

Question 3

What is refunded on an approved return?

Accepted Answer

Refunds cover the item price minus a 20% restocking fee. Refunds are processed within 10 business days (excluding public holidays). Original shipping fees and any bank/payment processing charges are also non-refundable.

Question 4

What is the restocking fee?

Accepted Answer

A restocking fee of 20% of the product price applies to all approved returns. This fee covers inspection, repackaging, and re-shelving costs.

Question 5

How do I initiate a return for a defective item?

Accepted Answer

Contact us at info@truss.city within 30 days of delivery with your order number, photos of the defect, and a description of the issue. We will review your request and provide return instructions if approved.

Question 6

Can I cancel my order?

Accepted Answer

Contact us as soon as possible if you need to cancel. Cancellations may only be accommodated if the order has not yet been processed for shipping. Once an item has shipped, it cannot be cancelled.