What is ‘My Account’? How do I update my information?
‘My Account’ is your personal dashboard on TrueBasics. You can:
- View and track your orders
- Edit personal details like your name, address, email, and phone number
- Get support for existing orders
To update your details, simply log in and go to the ‘My Account’ section.
How will I know if my order is confirmed?
Once your order is confirmed, you’ll receive an email with:
- Your unique Order ID
- Details of the items you’ve ordered
- Estimated dispatch or delivery timelines
You’ll also get an SMS with your Order ID on your registered mobile number. Once your order is shipped, we’ll share the tracking details via email and SMS.
How can I check the status of my order?
To check your order status:
- Log in and go to ‘My Account’
- Click on the ‘My Orders’ tab
- Click ‘View Details’ next to any order to see its current status and tracking info
What should I do if my payment fails?
If your payment fails, please retry with the following checks:
- Ensure correct account/card details and billing address
- Make sure your internet connection is stable
If your payment was deducted but the order didn’t go through, the amount will typically be refunded to your bank account within 7 business days. For help, chat with us at truebasics.com/contact-us.
How do I track my order?
You can track your order from the ‘My Orders’ section in your account. Tracking info usually becomes available within 24–48 business hours after your order is shipped.
What is TrueBasics’ return policy?
We offer a 7-day return policy for most products.
- Items must be unused and in original packaging (tags, boxes intact)
- For prepaid orders, refunds are processed to the original payment method
- For Cash on Delivery (COD) orders, we’ll need your bank details to process the refund
If you're not happy with your purchase, just initiate a return within 7 days of delivery.
What if I receive a damaged, incorrect, or incomplete order?
If your order is damaged, has missing items, or includes the wrong product:
- Raise a concern within 48 hours of delivery
- Share pictures of the product and packaging at [email protected] or chat with us at truebasics.com/contact-us
We’ll arrange a free pickup and offer a full refund or replacement based on your preference (subject to availability). Note: The standard 7-day return policy does not apply in such cases.
How do I return a product and arrange for pickup?
Once your return or replacement request is approved:
- We’ll schedule a pickup from your address within 1–2 working days
- Please make sure the product is unused, unopened, and all original packaging is intact