Frequently Asked Questions

    General Questions

    What is True Charlie?

    True Charlie is an online store dedicated to offering quality lifestyle products designed to make everyday living easier, more enjoyable, and more stylish. We carefully select products that combine functionality, quality, and value for our customers.

    Where are you located?

    Our business is located at:

    610 NW 23rd Avenue Portland, OR 97210, United States

    How can I contact customer support?

    You can reach us through the following methods:

    Email: info@newtruecharlie.com
    Phone: +1 503-841-5410
    Website: https://newtruecharlie.com

    Ordering Questions

    How do I place an order?

    Simply browse our products, add your desired items to your cart, and proceed to checkout. Follow the checkout instructions to complete your purchase securely.

    Can I modify or cancel my order?

    If your order has not yet been processed or shipped, we may be able to modify or cancel it. Please contact us as soon as possible after placing your order.

    Will I receive an order confirmation?

    Yes. Once your order is successfully placed, you will receive a confirmation email containing your order details.

    Shipping Questions

    What are your shipping rates?

    Shipping costs are calculated and displayed at checkout before you confirm your payment.

    What is your order processing time?

    Orders are processed within 1–2 business days after payment confirmation.

    How long does shipping take?

    Estimated transit time is 3–5 business days after your order has been processed. Delivery times may vary depending on your location.

    How can I track my order?

    Once your order ships, you will receive a shipping confirmation email with tracking information when available. You can also use our Order Tracking page.

    Do you ship internationally?

    Please refer to the shipping information displayed during checkout to see available shipping destinations.

    Returns & Refunds

    What is your return policy?

    Customers may request a return within the period stated in our Refund & Returns Policy. Please review the policy for complete details regarding eligibility and return conditions.

    How do I request a return?

    Contact our support team at info@newtruecharlie.com with your order number and reason for the return. We will provide instructions for the return process.

    When will I receive my refund?

    Approved refunds are typically processed within 14 business days after the returned item has been received and inspected, or after you provide proof that the item has been sent back, whichever is earlier.

    What if I receive a damaged or incorrect item?

    Please contact us immediately after receiving your order. Our team will work with you to resolve the issue as quickly as possible, including a replacement or refund where applicable.

    Payment Questions

    What payment methods do you accept?

    We accept the payment methods displayed at checkout, which may include:

    • Visa
    • Mastercard
    • American Express
    • PayPal
    • Other supported payment methods available at checkout

    Is my payment information secure?

    Yes. All payments are securely processed by our payment providers using industry-standard encryption and security protocols.

    When will my card be charged?

    Your payment method will be charged at the time your order is successfully placed.

    Product Questions

    Are your products high quality?

    Yes. We carefully select products that meet our quality standards to ensure our customers receive reliable and well-made items.

    How do I choose the right product?

    Each product page includes detailed descriptions, specifications, dimensions (where applicable), and images to help you make an informed decision. If you have any questions, feel free to contact us before placing your order.

    Are your products covered by a warranty?

    Warranty coverage, if applicable, is specified on the individual product page. Please contact our customer support team if you have questions regarding a specific product.

    Customer Support

    What should I do if I have a problem with my order?

    Please contact our customer support team, and we will do our best to resolve your issue promptly.

    How quickly do you respond to customer inquiries?

    We aim to respond to all customer inquiries as quickly as possible during normal business hours.

    Contact Information

    True Charlie

    Email: info@newtruecharlie.com

    Phone: +1 503-841-5410

    Address: 610 NW 23rd Avenue Portland, OR 97210, United States