What is the order process like?

After you place an order, here’s what happens:

  • Order Confirmation

    You will receive an order confirmation email with your order summary and delivery details. Please allow 2 to 3 business days for order processing before your order is dispatched.

  • Shipment Notification

    Once your order is shipped, you will receive an email with tracking details and the expected delivery date. You can track your parcel via our delivery partner’s website or check your order status by logging into your account.

  • Order Completion

    After successful delivery, you will receive a final email confirming that your order has been completed.

How does shipping and delivery work?

Here are the key details on shipping and delivery:

  • Shipping Fees

    Shipping is free for all orders within Singapore. For international orders, shipping fees are 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

    Shipping fees exclude taxes and surcharges. Please refer to our Terms of Use for more details.

  • Bulk Orders

    For orders above 10 items, please contact our customer service at service@truehy.sg (TBC) for assistance

  • Delivery Times

    Delivery time depends on order processing time and destination. During peak periods, delivery may take longer.

    Here are the estimated delivery timeframes for various location:

    Country Delivery Timeframe
    Singapore 1 - 2 Business Days
    Brunei 3 - 5 Business Days
    Thailand 3 - 5 Business Days
    Indonesia 3 - 6 Business Days
    Vietnam 3 - 6 Business Days
    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.