Account
Do I need a TrueDose Wellness account to place an order?
No. You can place an order using the checkout options available on truedosewellness.com. Creating an account, however, makes it easier to view your orders, manage your details and shop faster next time.
How do I create an account?
Click the Account/Login option on our website and follow the instructions using your mobile number or email address. If OTP login is enabled, simply enter your registered mobile number and verify the OTP sent to you.
Where can I see my previous orders?
Log in to your TrueDose account and go to the Orders section. You’ll be able to view your current and previous orders associated with your account.
How do I update my name, phone number or address?
Log in to your account and update the available details under your profile or saved addresses. If you need to change information relating to an order that has already been placed, contact us as soon as possible.
I’m unable to log in to my account. What should I do?
First, make sure you’re using the same mobile number or email address you used while creating your account or placing your order. If you’re using OTP login, try requesting a fresh OTP. If you still can’t access your account, contact our customer support team.
Is my personal information safe with TrueDose Wellness?
We use your information to process orders, provide customer support and operate our website in accordance with our Privacy Policy. We do not recommend sharing your password, OTP, card details or other sensitive information with anyone claiming to represent TrueDose Wellness.
Orders
How do I know if my order has been confirmed?
Once your order has been successfully placed, you should receive an order confirmation through the email address and/or mobile number provided during checkout. The confirmation will contain your order details and order number.
I placed an order but didn’t receive a confirmation. What should I do?
First, check whether the payment was successfully completed. Also check your email spam or promotions folder and any SMS or WhatsApp messages linked to your order. If you still haven’t received confirmation, contact us with your registered mobile number, email address and payment reference, if applicable.
Where can I find my order number?
Your order number is mentioned in the order confirmation sent after your purchase. You can also find it inside the Orders section of your TrueDose account if the order is linked to your account.
Can I modify my order after placing it?
Contact us as quickly as possible. If your order has not yet been processed for fulfilment, we’ll try to help. Once an order has been packed, invoiced or handed over for shipping, changes may no longer be possible.
Can I add another product to an order I’ve already placed?
Once an order has been confirmed, additional products generally cannot be added to the same order. You can place a separate order for the additional products.
Can I change my delivery address after placing an order?
Contact us immediately. If your order has not yet entered the shipping process, we may be able to update the address. Once the shipment has been handed over to the courier partner, an address change may not be possible.
Can I change my phone number after placing the order?
Contact our customer support team as soon as possible. We’ll try to update it if the order has not progressed too far in the fulfilment process.
Can I place an order for someone else?
Yes. Simply enter the recipient’s correct name, mobile number and delivery address during checkout. Please make sure someone is available at the address to receive the shipment.
Can I place multiple orders?
Yes. There is no problem placing multiple orders, subject to product availability and any purchase limits that may apply to specific offers.
Tracking & Delivery
How can I track my order?
Once your order has been dispatched, we’ll share tracking details through the email address, SMS or other communication channel linked to your order. You can use the tracking link to follow your shipment.
My tracking link isn’t working. What should I do?
Tracking information can sometimes take a few hours to update after the shipment has been handed over to the courier partner. Please check again later. If it still doesn’t update or appears stuck for an unusual period, contact our customer support team.
How long does delivery take?
Delivery time depends on your location, pin code and courier serviceability. The estimated delivery timeline displayed during checkout or through your shipment tracking should be treated as the best estimate for your order. Occasional delays may happen due to weather, festivals, operational disruptions or courier-related issues.
Do you deliver across India?
We deliver to serviceable pin codes across India. Enter your pin code during checkout to check whether delivery is available at your location.
Why is my order delayed?
Orders can occasionally be delayed because of courier network issues, weather, high-order periods, local restrictions or other operational circumstances. Check your tracking information for the latest update. If the shipment has not moved for an unusual period, contact us and we’ll help investigate.
My order is showing as delivered, but I haven’t received it. What should I do?
First check with family members, neighbours, reception, security personnel or anyone else who may have accepted the package on your behalf. If you still cannot locate it, contact us as soon as possible with your order number. We’ll raise the issue with the courier partner and investigate.
What happens if I’m unavailable when delivery is attempted?
Depending on the courier partner, another delivery attempt may be made or you may receive instructions to coordinate delivery. Please keep the mobile number entered during checkout active so the delivery partner can contact you if required.
What happens if my order is returned to TrueDose because delivery failed?
If the shipment is returned to us due to repeated failed delivery attempts, an incorrect address, an unreachable phone number or refusal to accept the package, please contact customer support. Any reshipment or refund will be handled according to the applicable circumstances and our policies.
Can I choose a specific delivery date or time?
We currently cannot guarantee delivery at a specific date or time. Courier partners deliver according to their local delivery schedules.
Payments
What payment methods can I use?
The payment methods currently available for your order will be displayed at checkout. Depending on availability, these may include UPI, credit cards, debit cards, net banking, wallets or other supported payment methods, and Cash on Delivery where available.
Is Cash on Delivery available?
Cash on Delivery availability depends on your pin code, order value and other order-level eligibility criteria. If COD is available for your order, you’ll see it as an option during checkout.
Why is Cash on Delivery not available for my order?
COD availability can vary depending on the delivery location, order value, courier serviceability or internal risk checks. If COD does not appear during checkout, please select one of the available prepaid payment options.
Is it safe to make an online payment on truedosewellness.com?
Payments made through our website are processed through authorised payment gateways. TrueDose Wellness will never ask you to share your complete card number, CVV, UPI PIN, banking password or OTP over phone, WhatsApp, email or social media. Never share these details with anyone.
Is GST included in the price shown on the website?
Yes. The final selling price shown for the product is inclusive of applicable taxes unless specifically stated otherwise. Your invoice will provide the relevant tax details.
Where can I get my invoice?
Your invoice may be provided electronically with your order confirmation, dispatch communication, account or shipment. You may also receive a physical or digital invoice depending on the fulfilment process. If you need assistance obtaining your invoice, contact our customer support team with your order number.
My payment failed. What should I do?
Please check your internet connection and payment details before trying again. You can retry the payment or use another available payment method. If your account has been debited despite the transaction showing as failed, please do not immediately make repeated payments without checking the transaction status.
Money was deducted, but my order wasn’t created. What happens now?
Failed payment transactions are normally reversed automatically by the bank or payment provider. The actual reversal timeline depends on the payment method and your bank. If the amount is not reversed within the timeline communicated by your bank or payment provider, contact us with the transaction reference so we can check whether the payment was received by us.
I accidentally paid twice. What should I do?
Contact our customer support team with your order number and details of both transactions. We’ll verify the payments and help resolve the issue.
Can I change my payment method after placing an order?
Once payment has been completed and the order has been placed, the payment method cannot normally be changed.
Offers & Coupons
How do I apply a coupon code?
Enter the coupon code in the relevant field during checkout and apply it before completing your order. The applicable discount will be reflected in your order summary if the coupon is valid.
My coupon code isn’t working. Why?
A coupon may not work because it has expired, the minimum order value has not been met, it applies only to selected products, it has already been used, it is limited to specific customers, another offer is already applied, or the usage limit has been reached. Please check the terms associated with the offer.
Can I use more than one coupon on the same order?
Unless specifically stated otherwise, only one coupon or promotional code can normally be applied to an order.
I forgot to apply my coupon. Can you apply it after I place my order?
Discount codes generally cannot be applied retrospectively once an order has been confirmed. You can use the applicable coupon on a future eligible order, provided it is still valid.
Why is the price on your website different from another marketplace?
Prices, discounts, bundles and promotional offers can vary across different sales channels and at different times. The price displayed on the platform where you make the purchase will apply to that transaction.
Cancellation & Modification
Can I cancel my order?
You can request cancellation before your order has been processed for dispatch. Contact us as quickly as possible after placing the order. Once the order has been packed, invoiced or handed over to the courier partner, cancellation may no longer be possible.
How do I cancel my order?
Contact our customer support team with your order number and cancellation request. If the order is still eligible for cancellation, we’ll process it accordingly.
I cancelled a prepaid order. When will I get my refund?
Once an eligible cancellation has been successfully processed, the refund will be initiated to the original payment method. It may take several business days for the amount to appear in your account depending on your bank, card issuer or payment provider.
Can I cancel only one item from a multiple-item order?
Partial cancellation may not always be possible once an order has been placed. Contact our customer support team as soon as possible and we’ll check whether the requested modification can still be made.
Can I cancel an order after it has been shipped?
Once an order has been dispatched, cancellation is generally not possible. If delivery is attempted, refusing the shipment without an approved cancellation may affect refund or future COD eligibility depending on the circumstances.
Returns & Refunds
Can I return a TrueDose product?
Because TrueDose products are consumable food products, orders are generally non-returnable once delivered. However, we will assist you in genuine cases such as receiving a damaged product, wrong product, incomplete order, expired product, or a product with compromised packaging or seal. All requests are subject to verification under our Returns & Refunds Policy.
Can I return a product because I don’t like the taste?
No. Taste is subjective, and opened food products cannot be returned simply because you did not like the flavour, sweetness, texture or personal experience of consuming the product. Please choose your product and flavour carefully before ordering.
Can I return an unopened product because I changed my mind?
Consumable products are generally not eligible for return because of a change of mind. This helps us protect product safety and ensure that a product which has left our controlled supply chain is not resold to another customer.
What should I do if I receive a damaged product?
Do not consume the product. Contact us as soon as possible and share your order number, clear photographs of the outer shipping package, clear photographs of the damaged product, the shipping label, batch and expiry details wherever relevant, and an unboxing video if available or required under the applicable return policy. We’ll review the issue and assist you accordingly.
What should I do if I receive the wrong product?
Contact customer support with your order number and clear photographs showing the product received, the outer packaging and the shipping label. Once verified, we’ll help resolve the issue according to our Returns & Refunds Policy.
What should I do if an item is missing from my order?
Keep the outer packaging and contact us immediately with your order details. Share photographs and your unboxing video where applicable. We’ll check the packing and fulfilment records and investigate the issue.
What if I receive an expired product?
Do not consume it. Contact us immediately with your order number and a clear photograph showing the expiry or best-before information on the product. Once verified, we’ll arrange an appropriate resolution.
Should I accept a package that looks tampered with?
No. If the shipping package is visibly opened, heavily damaged or appears to have been tampered with, we recommend refusing the delivery wherever possible. If you notice tampering only after accepting the package, photograph or record the package before opening it and contact us immediately.
What if the product seal is broken when I receive it?
Do not consume the product. Take clear photographs or a video showing the condition in which it was received and contact our customer support team immediately. Keep the product and all original packaging until the issue has been resolved.
Do I need an unboxing video?
We strongly recommend recording a continuous unboxing video whenever you receive your TrueDose order. For claims involving missing items, damaged products, incorrect products, tampering or similar fulfilment issues, an unboxing video can help us verify and resolve the issue significantly faster. Where required under our Returns & Refunds Policy, the video may be necessary to process the claim.
When should I report a damaged, missing or incorrect order?
Please report any delivery-related issue as soon as possible after receiving your order. Waiting several days can make it difficult to verify packaging, courier and fulfilment records. Please refer to our Returns & Refunds Policy for the exact reporting window applicable to your order.
When will I receive my refund?
Once a refund has been approved and initiated by TrueDose Wellness, the time taken for the amount to reflect in your account depends on your bank or payment provider. Refunds for prepaid orders are generally processed back to the original payment method.
Can I receive my refund in another bank account?
Refunds for prepaid transactions are generally issued through the original payment method used for the order. This protects both the customer and TrueDose from payment-related fraud.
What happens to a Cash on Delivery refund?
If a refund is approved for a COD order, our customer support team will inform you about the available refund process and any information required to process it.
Customer Support
How can I contact TrueDose Wellness?
You can contact us through the Contact Us section on truedosewellness.com. For order-related questions, please keep your order number ready. For product-specific complaints, keep the product name, batch number and photographs available so we can help you faster.
What information should I share when contacting customer support?
For the quickest resolution, send us your name, registered mobile number or email address, order number, a short description of the issue, and relevant photographs or videos. For a product-related complaint, also share the batch number and expiry or best-before information. Please never send us your OTP, CVV, UPI PIN, banking password or complete card details.
I messaged TrueDose on Instagram. Can my order issue be resolved there?
Social media is useful for getting our attention, but order and refund issues may need to be moved to our official customer support channel so that your purchase details can be verified securely. Please avoid posting personal details, phone numbers, addresses or payment information publicly.
Still need help?
Couldn’t find the answer you were looking for? Get in touch with the TrueDose Wellness customer support team through our Contact Us page. For anything related to an existing order, keep your order number handy. We’ll take it from there.
