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COVID-19 Policy Updates

To our Trina Turk family and community - 

 

We hope you and your loved ones are well and staying safe at this time.

 

With everything going on at this time of uncertainty, the health and well-being of our clients and our team is our first priority and we are taking necessary precautions to make sure our team is safe and healthy. We have drastically reduced our warehouse team during this time, in order to make sure everyone in the company is continuing to work safely and practicing social distancing.

 

As the news regarding COVID-19 continues to evolve rapidly, we will evaluate and react to this situation as it changes, and keep you updated with as much information as we have. 

 

We have a few changes regarding shipping, returns, and refunds, and have FAQs below:

 

What is your current return policy?

We have extended our return policy an additional 15 days and are now allowing up to 45 days for all online returns. All online returns can be shipped back to our warehouse. However, to return items purchased in one of our stores, we ask that you please hold onto your returns until our boutiques re-open. You will be able to return your items in-store, even after the extended 45-day return window through April 22, 2020.

 

How long will it take to get my shipment?

To keep our employees safe and healthy, we have reduced our warehouse staff to a very minimal team, which means your orders will take a bit longer to get to you. After placing your order online, it will take up to 14 business days for processing and fulfillment before we are able to ship out your order from our warehouse. All orders are shipped FedEx Ground.

 

How long will it take to process my return and receive my refund?

At this time, we are prioritizing online orders and will be processing returns as quickly as possible, but with our small warehouse team it’s taking longer than normal. Your refund could take up to an additional 15 days to process after receiving your return.

 

I want to return my order, but I don’t want to leave my house to drop it off. 

We can help you! Our online returns are shipped out through FedEx Ground. Once you create and print your shipping label online, you can easily schedule a FedEx pickup from your residence. When your return is packed and ready to be shipped, visit the FedEx website to create an account (this account is free). From there you will be able to schedule your pickup. For more information about FedEx pickups: FedEx Pickup Information


For any other questions or inquiries, please feel free to contact our customer service department

EMAIL: customerservice@trinaturk.com

Phone: 1.888.444.7748

 

We’d really appreciate your continued support online at trinaturk.com and mrturk.com. We all need a little optimism right now.

 

Stay diligent, safe and healthy…

…And don’t forget to wash your hands!

What are your shipping fees?

Due to safeguards in place to protect our distribution center employees, we are NOT offering any expedited shipping options.  Please reference our COVID-19 Policy Updates HERE for the most up-to-date shipping information. Thank you for your continued support. Please stay diligent, safe, and healthy...and don't forget to wash your hands!  :)

FedEx Ground: Free on orders over $75

FedEx 2Day: $15

FedEx Overnight: $25

Please note Free Ground Shipping does not apply to international orders or orders shipped to Alaska, Hawaii, Puerto Rico, and the Virgin Islands. Shipments to Alaska, Hawaii, Puerto Rico, and the Virgin Islands are only eligible for FedEx 2Day or FedEx Overnight shipping. Please add $15.00 to the rates above for any shipment to Alaska, Hawaii, Puerto Rico, and the Virgin Islands.

Please note that we do not offer Saturday delivery.

When will my order be shipped?

Due to safeguards in place to protect our distribution center employees, shipments will be delayed. Please reference our COVID-19 Policy Updates HERE for the most up-to-date shipping information. Thank you for your continued support. Please stay diligent, safe, and healthy...and don't forget to wash your hands!  :)

All orders placed Monday through Friday before 1:00 pm PST take one full business day to process and an additional business day to ship.

All orders placed Friday after 1:00 pm PST through Sunday will be processed the following Monday and can take an additional two business days to ship.

You will receive an e-mail confirmation once your order has shipped. This shipping timeline is applicable to all orders, including orders with expedited shipping. 

Any promotional or sale periods can affect the above timelines. Timelines subject to change.

Our shipping department is closed weekends and most major holidays.

WHEN WILL I RECEIVE MY ORDER CONFIRMATION?

Within an hour of placing your order online, you will receive an email outlining the details of your order. Please add trina@mytrinaturk.com to your address book to ensure delivery to your inbox.

WHERE IS THE REST OF MY SWIMSUIT?

Please note that all of our swimsuit pieces are sold separately. Please verify that your order confirmation reflects a purchase for both a top and a bottom. If not, you will need to place a new online order for the coordinating piece. If your order confirmation reflects the full purchase, and you only received one piece, please contact Customer Care at 888.444.7748 or customercare@trinaturk.com for an update on your order status.

DO YOU OFFER GIFT CARDS?

We do not offer gift cards online. Please call one of our boutiques and they will gladly be able to assist you with completing your gift card purchase. You can find our boutique information at https://www.trinaturk.com/stores.

WILL MY CREDIT CARD BE CHARGED IMMEDIATELY?

Your credit card/Pay Pal account will be charged once your order ships. In the event of a backorder, your full order will be charged, and any backordered item(s) will be shipped when available. In the event the backorderd item(s) is no longer available, you will receive a refund for the unshipped item(s).

HOW DO I CHANGE OR CANCEL AN ORDER?

To cancel, please send an email outlining your cancellation and your order information to customercare@trinaturk.com. We will try our best to fulfill your cancellation request, but cannot guarantee that your order will be canceled before shipping. In the event that your order ships, you can reject the shipment upon delivery, or simply ship back to us for a full refund.

WHERE IS MY REFUND?

Your refund will be processed within 10 business days of your package's arrival. If there is a refund due, a credit will be issued in the original form of payment, minus a $7 restocking fee.

A refund issued to the original form of payment, such as a bank card, credit card and/or PayPal can take 1-7 business days to be returned to your account.

WHY DID YOU CALL OR EMAIL ME TO VERIFY MY ORDER?

For your own security and protection, we will call or e-mail you to verify your information if in the normal course of fraud control we find something suspicious regarding your order.

ARE PURCHASES TAX-FREE?

No. We currently are required to collect sales tax in the following states: California, Florida, New York, Texas, and Washington. This list is subject to change.

IS ORDERING OVER THE INTERNET SECURE?

Yes. Secure Socket Layer (SSL) encryption is used for every transaction in order to ensure your order is secure. SSL encrypts the transmissions from our e-commerce servers and your computer. SSL encryption works by forming a matched pair with the transmission from your computer transmission and our server so that only data to and from these sources can be valid.

HOW DO I KNOW THAT MY ORDER HAS BEEN SHIPPED?

Once your order is processed for shipping, you will receive an email with your shipping confirmation details.

DO YOU SHIP INTERNATIONALLY?

Yes, we do ship internationally! Please use the International Checkout option located on the bottom-right portion of your shopping bag.

DO YOU SHIP TO PO BOXES OR APO/FPO ADDRESSES?

For security reasons, we do not currently ship to PO boxes or APO/FPO addresses.

WHAT IS YOUR RETURN/EXCHANGE POLICY?

Trina Turk has extended our return timeframe and now gladly accepts returns on eligible items within 30 days of receiving your order! Items must be returned unworn, unwashed, undamaged, and with all original tags attached. Swimwear must be returned with protective lining in place. Any items received outside of the 30-day window or in non-returnable condition will be shipped back to the customer. A $7 restocking fee applies to all returned orders.

FINAL SALE: All items from our SALE category are FINAL SALE cannot be returned for a refund or store credit. If any merchandise purchased from our SALE category is returned, it will be shipped back to the customer. No exceptions will be made.

REFUNDS: Your return will be processed within 10 business days of receipt of your package. Once your return is processed, you will receive an email outlining the details of your return. If there is a refund due, a credit will be issued in the original form of payment, minus a $7 restocking fee. Refunds may take up to 10 business days to reflect on your credit card and/or PayPal account. Refunds due to a Trina Turk gift card will be refunded as a new Trina Turk gift card and shipped to the billing address on file.

EXCHANGES: We do not have an exchange system in place. Please return your full priced item for a refund and place a new order for the correct item online.

IN-STORE AND OUTSIDE RETAILER PURCHASES: If you purchased Trina Turk merchandise at a Trina Turk boutique, department store, or another online retailer please return it back to that store or retailer. Trina Turk is not responsible for merchandise purchased from any other wholesale carrier or other distribution channels. This includes defective and/or damaged merchandise. No exceptions will be made. Please review their policies upon purchase. You may find all of our store information in the boutique locator at the top left of the website.

PRICE ADJUSTMENTS: Trina Turk gladly honors a one-time price adjustment on full-price merchandise permanently marked down within 30 days from the date of purchase. Price adjustments do not apply to the following: items purchased with a promotional discount, items purchased at full-price that then go on a temporary promotion (i.e. Friends and Family, Spring Style Out, etc.) or items purchased from our SALE category.

SHIPPING ADDRESS:
All eligible purchases can be returned by printing your return label at www.trinaturk.com/online-returns. We are not responsible for lost return packages and recommend that you insure and track your package. Customers are welcome to use their shipping method of choice; however, return shipping cost for a third-party shipping service is the responsibility of the customer and will not be reimbursed by our company. Please ship all returns to:

Trina Turk
Attn: Web Warehouse
3025 West Mission Road
Alhambra, California 91803