Refund policy
Trillevo wants every order to be one you're happy with. If a purchase isn't working out, this page walks you through returning it and getting your money back.
Order Processing and Delivery
Orders placed with Trillevo are prepared for shipment within 1 to 3 business days, and transit typically takes another 5 to 9 business days once the package leaves our facility. We currently ship only within the United States. Shipping is free on orders over $100, and a flat rate of $6.99 applies to orders under that amount.
Return Window
You have 30 days from the date your order arrives to request a return. To qualify, items must be unworn or unused, in their original condition and packaging, and you'll need to provide your order number or another proof of purchase. Requests made after the 30-day mark generally won't be eligible for a refund.
Starting a Return
To begin, send an email to support@trillevo.com with your order number and a brief note on why you'd like to return the item. Our team typically reviews these requests within 1 to 2 business days. Once your return is approved, we'll send you instructions along with a return authorization. Please ship the item back within 7 days of receiving that approval, since returns sent without prior authorization may be turned away.
Who Covers Return Shipping
If an item arrives defective, damaged, or different from what you ordered, let us know within 48 hours of delivery and include a few photos showing the problem. Once we've confirmed the issue, we'll send a replacement or issue a full refund and you won't be charged for return shipping in that case. If you're returning something simply because you changed your mind or ordered the wrong item, you'll be responsible for the cost of sending it back, and we recommend using a shipping method that includes tracking. There is no restocking fee on any return.
Restocking Fee
There is no restocking fee.
How Refunds Are Issued
After we receive and inspect your returned item, we'll send you an email letting you know whether it's been approved. Approved refunds are issued to your original payment method within 7 business days of that inspection. Keep in mind your bank or card provider may take a little additional time to post the funds to your account.
Exchanges
If you'd like to swap an item for something else, reach out to our support team first. Once your original return is approved, you're welcome to place a new order for the replacement item. Exchange requests are held to the same eligibility standards as regular returns.
Cancelling an Order
You can cancel an order at no charge any time before it fulfilled. If it's already fulfilled, you'll need to wait for delivery and then follow our standard return process. To cancel, just email support@trillevo.com with your order number.
Items We Can't Accept Back
A few categories of products aren't eligible for return, including custom or personalized items and any hygiene related products that have been opened or used.
Your Consumer Rights
Nothing in this policy is meant to reduce or replace any rights you're entitled to under applicable U.S. consumer protection laws. This policy works alongside those protections, not in place of them.
Contact Information
Store Name: Trillevo
Business Name: Ten Thirteen LLC
Business Address: 1013 Red Wolf Dr, Imperial, MO 63052, US
Email: support@trillevo.com
Phone: 1 (314) 492-6762
Monday to Friday | 09:00AM – 05:00PM (CST)
We aim to respond to your inquiries within 24-48 hours.