ORDER MODIFICATIONS & CANCELLATIONS
How can I cancel my order?
If you change your mind, you can cancel your order within 12 hours of placement. Please contact us with your Order Number and clearly state your request to cancel.
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Note 1: After the 12-hour window, orders are sent to our production facility. Once this process begins, we cannot modify or cancel the order.
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Note 2: Cancellation refunds typically take 3–14 business days to reflect in your original payment account, depending on your bank's processing time.
How can I change my shipping address?
Address changes are only possible within 12 hours of placing your order. Please contact us immediately with the correct shipping address in the description.
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Note: We cannot change a shipping address from a domestic U.S. location to an international address, or vice versa, once the order is placed.
TRACKING & DELIVERY
How do I track my order?
Once your order ships, you will receive a confirmation email with a tracking link.
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Carrier Scanning: Please allow 5–7 days for the carrier to scan your package into their system.
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Track Here: You can monitor your delivery at: https://truefaithart.com/apps/17TRACK
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Accessing History: You can also sign into your Truefaithart account and select "My Orders" to view your order history and status. (Please ensure you use the same email address entered at checkout).
My tracking number isn't working?
If no information is available when you track your package, it usually means the carrier has not yet scanned your parcel. Tracking events will appear on the tracking page as soon as the package is processed at the initial hub. If your order was placed more than a week ago and there is still no information, please contact us.
My order is shown as delivered, but I haven't received it?
Sometimes a package is scanned as "delivered" by the carrier a day or two before it actually arrives. Please allow 2–3 additional business days for the item to appear.
Before contacting us, we suggest:
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Verify the shipping address in your order confirmation.
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Check with family members or neighbors who may have accepted the package.
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If at a work address, check with the mailroom or reception.
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Your purchase may have been sent in separate packages arriving on different dates.
ORDER MANAGEMENT
Can I add a gift message or note to my order?
Yes. We offer free assistance with writing notes and gift messages. Please write your message in the "Note" section when placing your order, and we will include it for you.
Can I see a preview of my order before purchase?
Currently, we do not support a live preview before checkout. However, after your purchase, a digital preview will be sent to your email. You can review this and reply directly or use our Live Chat to confirm the design or request modifications.
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Important: If we do not receive a confirmation from you within 24 hours, the order will automatically be processed and shipped as shown in the preview to avoid delays.
I can’t find my option. Can I request a new one?
We are constantly updating our designs. If you have a specific idea or a custom request that isn't listed, we’d love to hear it. Before placing an order, you can share your suggestion via Live Chat or Email: support@truefaithart.com.
REPORTING AN ISSUE
I received the wrong/someone else's order.
Please file a complaint via our Contact Us page. You will need to upload a picture or video of the item you received so we can arrange a replacement or refund straight away.
My order arrived defective/damaged/broken.
If your order arrived broken during transit, you can request a replacement or a refund. Please upload a picture/video of the damaged item via our Contact Us section.
I received an item that is not as described.
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Compare the received item to your original Order Confirmation email.
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If the item was designed differently from your confirmation, please Contact Us and attach pictures of the product for help.
SHIPPING & QUALITY SOLUTIONS
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Delivered to incorrect address: If the carrier delivered to a different location than provided, we will refund or replace the item.
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Returned to sender (Valid address): We will resend a replacement at no cost (one time only).
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Returned to sender (Incorrect address): A reshipment fee is required. We will cover 50% of the resending fee to assist you.
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Lost in mail: If the post office confirms the package was lost, we will replace or refund your order.
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No tracking updates: We will process a refund or reshipment if tracking has not updated for 10+ business days (US) or 30+ days (International).
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Quality issues: For issues like blurry or faded printing, we can either refund or replace the order upon review of detailed photos.
PAYMENT & SECURITY
Why was my payment declined?
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Data mismatch: Spelling mistakes in fields like the billing address.
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Security code: Your card may require an additional security code from your bank for online fraud protection.
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Credit limit: You may have reached your authorized limit.
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Expired card: Check if your card is still valid.
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PayPal: If checking out via PayPal, please contact them directly if the payment is refused.
Why was I charged International Transaction Fees?
These fees are issued by your bank, not Truefaithart, because our processing may be registered outside the USA. We cannot see or control these charges during checkout. We advise reaching out to your bank or using a card that allows international transactions free of charge.
Is it safe to use my card on Truefaithart?
Yes. We use SSL (Secure Socket Layer) technology to encrypt your personal information. Your credit card data is only used for the requested transaction and is not stored afterward. To keep your account secure, please do not share your password with anyone.
What currencies can I use?
All orders are processed in USD. Transactions in other currencies will be converted by your bank to US dollars at their current exchange rate.
CONTACT INFORMATION:
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Vietnam Office: No. 84 Nguyen Trai Street, Hac Thanh Ward, Thanh Hoa Province, Vietnam.
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U.S Address: 3250 Eastmoreland Dr N, Oregon, OH 43616, United States.
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Email: support@truefaithart.com
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Phone: +1623-250-6734
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