Frequently Asked Questions

Coronavirus Update: Shipping & Production Delays

We are currently experiencing delays in producing and shipping sample materials. Current shipments are taking 10-14 days to ship instead of the regular 5-7 days. Some samples are also requiring additional production time. Please contact samples@trustile.com for questions regarding production delays.

Ordering

I’m looking for a sample outside of the standard offerings. How do I order this?

We’re happy to accommodate requests for custom samples outside of our normal offerings. Select the appropriate link below based on the desired material for your custom sample.

Note: Please allow 3-4 weeks for production and delivery of orders containing any custom samples.

I have a custom sample in my order but would like the rest of my order shipped before the custom sample is finished. Is this possible?: Absolutely! Please make sure to leave a comment on your order indicating that you’d like your order separated as such. You will receive individual tracking numbers for each shipment once they are processed.

How do I attach a PO number to an order?: When checking out, please include your PO number as a note in the cart by clicking on “Add a note to your order”.

Processing and Delivery

What is the processing time for my order?: Our current lead-time is 5-7 business days for order processing and fulfillment of all standard samples offerings. If you’ve ordered a custom sample item, please allow for 3-4 weeks for production and delivery.

I need my order sooner than this. How do I go about expediting the shipment?: Though we ask that you openly communicate this lead-time for processing and delivery to your customers, we will accommodate requests for expedited shipping as best as we can. Please contact us for more information.

How will I be updated about the status of my order?: Once your order has been placed, a confirmation email with the full list of ordered items along with the entered shipping address and other pertinent information will be mailed to the submitted email address. Once this order has been fulfilled, a second email will be sent out notifying you along with the tracking information.

I’ve ordered an item that has a fee. How do I pay for it?: To ensure that the ordering process remains streamlined, we will be billing for these items through TruQuote.