FAQS

    WHERE IS MY ORDER?

    All OneTrueGod products are printed on demand especially for you when you order! Please allow up to 2-3 business days to receive an email with a tracking number.  If it's been more than 2-3 days, please note that production times can be delayed during high volume sales times.  Don't worry!  Your order is still in production and you WILL receive that tracking email very soon. 

    Orders must be cancelled before orders go into processing to still be eligible for a full refund.  

    If you want to cancel an order that is already in production or that has been shipped, it will be treated as a return.  

    Please see information on Returns

    WHERE IS MY TRACKING NUMBER?

    All of our products are printed on demand especially for each customer when they order.  This process allows us to create unique and even custom designs with no waste. 

    You’ll receive a tracking number as soon as your order ships, generally in no more than 10 days from your order date.

    Why Was My Credit Card Charged When My Order Hasn't Shipped?

    Payment is processed at the time of purchase by PayPal or our credit card processor. It will show up as “ONETRUEGOD” on your credit statement. 

    We charge as soon as the order is placed because everything is printed on demand.  Your order is being printed especially for you and will be shipped very soon.

    My Order Shipped, But I Haven't Received It.

    For Orders Shipping to the USA:

    • If the order tracking is marked as “delivered” OneTrueGod will issue a 50% discount toward a new order if  you did not actually receive the package.  We are not responsible for theft (lost/stolen packages) or other odd occurrences after delivery. You must first check with others in your home who may have received the package, and check all possible locations around your home that the postal carrier could have left the package.
    • If the order tracking is not showing updates, contact us and we will request updates from UPS.  If there are still no updates for 7 days, we will send a replacement free of charge if our team or the postal carrier is at fault.  However, If you provided the wrong address, we will issue you a store credit for the amount of the product only and you will need to place a new order and pay for shipping again.
    • If you would like a refund instead of a replacement, a full refund will be issued after 30 days of no tracking updates for domestic orders, if the address you provided was correct, and if the package has not been returned for us to reship it.

    For International Orders:

    • UPS tracking will only continue to show updates while the package is in the USA.  After the package leaves the USA, it will be transferred to the postal service of the customer’s country.  We can offer a replacement or refund if the package is not received within 60 days

    Why Isn't My Tracking Showing Any Updates?

    For Orders Shipping to the USA:

    • We send you a tracking number as soon as your order is shipped out, but sometimes it takes a day or two for UPS to scan your order into their system and for the updates to show on their website.  Please allow a few days for this to happen. 
    • If your order has been showing progress and then progress stopped, please keep in mind that the postal services are overwhelmed due to Covid and understaffed. Please allow a few days for the tracking to update again and it will likely show considerable movement after that. 
    • If it's been more than 7 days with no movement, create a ticket and we will replace your order if the postal carrier is at fault for losing it. 
    • Please refer to your original confirmation email to check the address that you provided us at checkout.  If this address is wrong, please create a ticket and we will help you get your order.  

    For International Orders:

    • UPS tracking will only continue to show updates while the package is in the USA.  After the package leaves the USA, it will be transferred to the postal service of the customer’s country and no tracking will be available.
    • If it is actually lost in transit, we will make it right, but we can only offer a replacement if the package is not received within 6 weeks after it leaves the USA, and if it is the carriers fault.  If you provided the wrong address we can reship it when it is returned to us, but only after a reshipping fee is paid.  If you do not want it reshipped, we will treat it as a returned order. 

    My Order Was Returned to Sender

    If tracking shows you order has been returned to us, first please check the address you provided us on your original confirmation email.  

    If the address you provided was correct, please create a ticket and let us know. We will reship it to you free of charge.


    If you choose NOT to have us reship the order, it will be treated as a return.