Shipping, Delivery & Returns
Effective Date: April 2026
Last Updated: April 2026
Our goal is to make ordering from TruLine Medical simple, transparent, and reliable. This policy explains how orders are reviewed, invoiced, processed, shipped, and supported from submission through delivery.
Order Approval & Payment
Orders may be submitted through an approved TruLine Medical customer account. Our team reviews each order to verify account status, product availability, and order accuracy prior to fulfillment.
Once an order has been reviewed and accepted, an electronic invoice will be sent to the email address associated with your account. Orders begin processing after payment has been successfully received and verified.
- Most approved orders are processed within 1–2 business days after payment verification.
- Orders received outside normal business hours will be reviewed the next business day.
- Business days are Monday through Friday, excluding federal holidays.
Order Changes & Cancellations
If you need to modify or cancel an order, please contact TruLine Medical as soon as possible. Once an order has entered fulfillment or has been released for shipment, modifications or cancellations may no longer be possible.
Shipping Methods
TruLine Medical selects the most appropriate shipping carrier based on destination, package requirements, and delivery efficiency. Shipments may be sent using USPS, UPS, or other commercial carriers.
- Estimated delivery times vary by destination and carrier.
- Shipping upgrades may be provided at our discretion.
- Delivery estimates are not guaranteed and may vary due to circumstances outside our control.
Tracking Information
Customers will receive shipment confirmation and tracking information via email once an order has been released to the carrier.
Please ensure your shipping address, email address, and contact information are accurate before submitting payment, as changes may not be possible once fulfillment begins.
Shipping Restrictions
- We currently ship only within the United States.
- We do not ship to P.O. Boxes, APO, or FPO addresses.
- TruLine Medical reserves the right to delay shipment pending verification of account information, payment, shipping information, or product availability.
Carrier Responsibility
Delivery timing is controlled by the selected carrier after a shipment leaves our facility. Weather conditions, holidays, carrier delays, and other circumstances outside our control may affect delivery schedules.
Responsibility for shipment transfers to the carrier once the package has been released for delivery. Customers should monitor shipment tracking and promptly notify both the carrier and TruLine Medical if a delivery issue occurs.
Signature Confirmation
For certain orders, TruLine Medical may require signature confirmation or additional delivery verification. This determination is made at our discretion based on the order, destination, or account history.
Damaged, Incorrect, or Missing Items
If your order arrives damaged, incorrect, or appears to be missing items, please contact TruLine Medical within 48 hours of delivery.
To assist our review, please provide:
- Your order or invoice number.
- Photos of the shipping box.
- Photos of the shipping label.
- Photos of all packaging materials.
- Photos of the affected product(s).
- A brief description of the issue.
Once reviewed, TruLine Medical may provide a replacement, account credit, refund, or other appropriate resolution at our discretion.
Returns
Because product integrity cannot be verified after shipment, returns are generally not accepted once an order has left our facility.
Return requests may be considered only when an incorrect product was shipped or another verified fulfillment error has occurred. Any approved return must receive prior authorization from TruLine Medical.
Refunds
Refunds or account credits may be issued at TruLine Medical’s discretion following review of the circumstances surrounding an order.
When approved, refunds are generally issued to the original payment method. Processing times vary by financial institution and payment provider.
Questions
If you have questions regarding an order, shipping, delivery, or returns, our support team is happy to assist.
Email: [email protected]
Phone: (877) 978-7836
Business Hours:
Monday – Friday
9:00 AM – 5:00 PM Pacific Time