What is the order process like?
Here's what happens after you made an order.
Once your order is placed, we will send out an order confirmation email with your order summary and delivery address. Order processing will take 2 to 3 business days before your order is ready to leave the warehouse.
b. Shipment Notification
Once your order is shipped, a notification of shipment (with tracking information and expected delivery date) will be sent to you via email. You can then track your package on our shipping partner's website. Alternatively, you can check the order status by logging on to your account on the True Hydration™ website.
c. Order Completion
Once your order has been successfully delivered, we will send a final email notifying you that the order is completed.
How does shipping and delivery work?
Here are the essential details regarding shipping and delivery:
Shipping is free for orders shipped within Singapore. For orders shipped outside Singapore, shipping fee is calculated at checkout. We currently ship to Brunei, Indonesia, Malaysia, Thailand and Vietnam.
| Country | 1 Pack (12 cans) | 2 Packs (24 cans) | 3 Packs (36 cans) |
| Singapore | Free | Free | Free |
| Brunei | SGD 43 | SGD 55 | SGD 68 |
| Malaysia (West) | SGD 24 | SGD 38 | SGD 46 |
| Malaysia (East) | SGD 41 | SGD 77 | SGD 116 |
| Indonesia | SGD 69 | SGD 131 | SGD 192 |
| Thailand | SGD 42 | SGD 55 | SGD 68 |
| Vietnam | SGD 64 | SGD 89 | SGD 108 |
b. Bulk Orders
For help with orders of more than 10 items, please reach out to our customer service at service@truehy.sg to arrange bulk purchases.
c. Delivery Times
Delivery times depend on the time taken to process your order and your shipping destination. Here are estimated delivery timeframes for various locations:
| Country | Delivery Timeframe |
| Singapore | 1 - 2 Business Days |
| Brunei | 3 - 5 Business Days |
| Thailand | |
| Indonesia | 3 - 6 Business Days |
| Vietnam | |
| Malaysia | 4 - 9 Business Days |
- Can I cancel or change my order after confirmation?
Changing or cancelling your order is possible if payment is still pending. Please contact our customer service team at service@truehy.sg , and we will get back to you within 1 to 2 business days.
- Can I change my shipping address after order confirmation?
If your order is still awaiting payment or fulfilment/delivery, you may be able to change your shipping address. Kindly contact our customer service team at service@truehy.sg , and we will get back to you within 1 to 2 business days.
- Can I pick up my order from a physical store?
We do not currently offer in-store pick-ups.
- What happens if I miss the delivery of my order?
We will send you an email notifying you that our shipping partner was unable to deliver your order. You can then contact them directly to arrange another delivery or amend your delivery address. However, your parcel will be returned to us after 3 unsuccessful delivery attempts, and redelivery charges will apply for any subsequent deliveries.
- What should I do if my delivery goes missing or is damaged?
Please contact our customer service at service@truehy.sg , and we will get back to you within 1 to 2 business days.
- What should I do if I receive a defective or incorrect item?
Please contact our customer service at service@truehy.sg , and we will get back to you within 1 to 2 business days.
- Does True Hydration™ deliver orders worldwide?
We currently ship to Brunei, Indonesia, Malaysia, Singapore, Thailand and Vietnam. We do not deliver to remote areas or areas that require a security pass/clearance, a safety briefing, or donning of safety gear.