More Questions?

WHERE CAN I SEE MY ORDER STATUS?

Your order status shows you the production phase of your order. It informs you, for example, about your data check results or reminds you to give your print approval.
Your order status changes whenever your order changes to the next production stage. The stages can be run through very quickly, so that your order status can change within a very short time. You can see your current order status in your customer account under “Orders”.

CAN I CLAIM MY ORDER?

Should there ever be reason to complain about your order, send us an email to retoure@suprtrue.com. Please state the reason for the complaint and the request for adjustment, ideally including photos of the goods. After examining your complaint, the quality control staff will contact the customer directly to clarify and regulate the process.

CAN I CANCEL MY ORDER?

You can cancel your order with just one click in your customer account under “Orders”. Click on the “Cancel” menu item in the order’s action menu.
As soon as you have confirmed the cancellation, the order status of each order in your order will change to “Cancelled”. Order processing is stopped immediately. Orders that are already in production can no longer be cancelled.
If an order from your order has already reached the order status “Data is being printed” or “Data is being printed”, you can no longer cancel your order.

WHEN WILL I RECEIVE MY ORDER?

Depending on the product, the production of the cardboard boxes ordered by the editor takes between 14 and 21 days from receipt of payment. When shipping by courier, a delivery time of approx. 3-5 days must be added, depending on the place of delivery. The lead time of all bespoke orders is determined individually.

IS THERE A MINIMUM ORDER QUANTITY?

The minimum order quantity differs for each pack variant. You can see them directly in the respective product by selecting the respective packaging. For made-to-measure orders, the minimum order quantity is higher. Do you need details? Contact us.

I’VE FORGOTTEN MY PASSWORD

If you have forgotten your password, you can reset it as follows:

• Log into your account on the homepage at the top right.
• Select “Forgot your password” under the login entry.
• Follow the forgot password process.

MY APPROPRIATE PACKAGING SIZE OR CONSTRUCTION IS NOT INCLUDED. WHAT TO DO?

If you have special requests or individual packaging requests, please contact our Premium Service.

STILL QUESTIONS ABOUT YOUR ORDER?

Contact support@suprtrue.com. We are a suprteam, but a small one at the same time. Please be patient, we will try to answer your inquiries as soon as possible. Thank you for your understanding.