Orders & Shopping
What is Trustizo?
Trustizo is an online store offering a wide range of products for customers worldwide. We focus on reliable service, secure shopping, and carefully selected products across multiple categories.
Where is Trustizo based?
We are based at Semenyih Integrated Industrial Park, 43500 Semenyih, Selangor, Malaysia.
Do I need an account to place an order?
Not always. Depending on checkout settings, you may be able to place an order as a guest. Creating an account can make it easier to manage your orders and details.
How do I know my order was placed successfully?
After you place an order, you should receive an order confirmation email. Once your parcel has been dispatched, tracking details will also be sent to you.
Can I change or cancel my order after placing it?
Please contact us as soon as possible. We may be able to help if your order has not yet been packed or shipped.
Can Trustizo refuse or cancel an order?
Yes. We reserve the right to refuse or cancel orders at our discretion, including orders that appear incomplete, suspicious, or unauthorized.
What should I do if I entered the wrong shipping address?
Contact us immediately. If your order has not been shipped yet, we may be able to update the address. Once a parcel has been dispatched, address changes may no longer be possible.
Shipping & Delivery
Do you ship worldwide?
Yes. We ship to most countries worldwide. If your country is not available at checkout, please contact us to confirm shipping availability.
How long does order processing take?
Orders are generally processed within 1–3 business days, excluding weekends and public holidays. During busy periods, processing may take a little longer.
What shipping methods do you offer?
We offer Standard Shipping and Express Shipping. Shipping availability depends on the product’s size, weight, value, category, and destination.
How long does delivery take?
Estimated delivery times are:
- Standard Shipping: around 7–25 business days
- Express Shipping: around 3–7 business days
These are estimated transit times and do not include order processing time.
Do all products have the same shipping options?
No. Some items may only be available with Standard Shipping, while others may only be available with Express Shipping due to logistics, regulatory, or product-related restrictions. The available shipping method for each item should be shown on the product page.
Is shipping free?
Standard shipping is free or low-cost on many products. Express shipping may require an additional charge depending on the destination and item. Final shipping charges, if any, are shown at checkout.
Will I receive a tracking number?
Yes. All shipped orders include tracking. Once your parcel has been dispatched, the tracking number will be sent to you by email.
How can I track my order?
You can use the tracking details sent to your email or visit the Track Your Order page on our website.
Why is my order taking longer than expected?
Delivery times are estimates and can be affected by customs clearance, courier delays, weather, holidays, or other unforeseen events. We appreciate your patience if delays occur.
Customs, Duty & Taxes
Do you collect import duty, customs fees, VAT, or taxes at checkout?
No. Trustizo does not collect import duty, customs fees, VAT, GST, or other local taxes at checkout.
Who is responsible for paying import duty and taxes?
The buyer is responsible for paying any import duty, customs fees, VAT, GST, or similar charges required by the destination country. These charges must be paid directly to the courier or customs authority when requested. This aligns with your shipping policy that such charges are the recipient’s responsibility.
Are customs charges included in the product price or shipping fee?
No, unless clearly stated otherwise on a specific product page. In general, customs charges and import taxes are not included and must be paid by the buyer.
What happens if I do not pay customs charges?
If customs charges are not paid, the shipment may be delayed, returned, refused, or discarded by customs or the courier. In such cases, any related losses, return charges, or reshipment costs may be the buyer’s responsibility.
Can you guarantee customs clearance?
No. Customs clearance is controlled by the destination country and courier. While we aim to ship orders properly and provide tracking, customs processing and import decisions are outside our control. The site disclaimer also notes that delays or delivery issues may arise from shipping or customs matters.
Returns, Refunds & Damaged Orders
What is your return policy?
Most new, unopened, and unused items may be returned within 30 days of delivery for a refund, credit, or exchange, subject to approval. All returns must be pre-authorized before being sent back.
Which items are not eligible for return?
We do not accept returns for:
- Health and personal care products
- Supplements, creams, lotions, and similar items
- Opened or used items
- Perishable goods or food items
- Digital downloads or e-services
- Final sale or non-returnable items
- Items without original packaging or proof of purchase
Do you accept returns for opened health or personal care products?
No. For hygiene, safety, and product integrity reasons, opened or used health and personal care items are not eligible for return.
What should I do if I receive a damaged, faulty, or incorrect item?
Please contact us within 7 days of delivery and include your order number plus clear photos or videos of the issue. If confirmed, we may offer a replacement, exchange, or full refund as appropriate.
Who pays the return shipping cost?
If the return is due to our error, such as a damaged, defective, or incorrect item, we will cover the return shipping cost. If the return is due to customer preference, the customer is responsible for return shipping and related costs.
Do you offer exchanges?
We do not generally offer exchanges for preference-based reasons such as color, size, or change of mind. Exchanges are only considered where the item is faulty, damaged, or incorrect.
How long do refunds take?
Once an approved return is received and inspected, refunds are usually processed to the original payment method within 5–10 business days.
Are original shipping fees refundable?
Original shipping fees are generally non-refundable, except when the return is due to our error.
What happens if I refuse delivery or provide an incorrect address?
If a parcel is refused, returned, undeliverable, or affected by an incorrect address or unpaid customs charges, related costs may be deducted from any refund or charged to the buyer where applicable.
Products & Product Use
Are your product descriptions and images always exactly the same as the item received?
We aim to provide accurate descriptions and images, but slight variations may occur, including packaging updates, labeling changes, or display color differences depending on your device.
Do you guarantee product results?
No. Results vary from person to person depending on individual factors such as use, body type, medical history, and lifestyle.
Is product information on your website medical advice?
No. Information about health, wellness, skincare, dietary, or similar products is provided for general informational purposes only and is not medical advice. It should not replace advice from a qualified healthcare professional.
What should I do before using a supplement, skincare, or wellness product?
Always read the product label, instructions, and warnings carefully before use. If you are pregnant, nursing, have a medical condition, or are taking medication, consult a qualified healthcare professional before using the product.
Do you guarantee that a product is suitable for my needs?
No. We do not guarantee the suitability, effectiveness, or compatibility of any product for your personal needs.
Do you sell digital products?
Some digital goods, downloads, or licenses may be offered. Refunds are generally not available unless the file is defective or unusable. We are also not responsible for technical compatibility issues on your device.
Contact & Support
How can I contact customer support?
You can contact us through:
Email: support@trustizo.com
WhatsApp / Telegram: +601121944419
What should I include when contacting you about an order?
Please include your order number, full name, and a clear explanation of the issue. If the issue relates to damage, defects, or receiving the wrong item, please also include clear photos or videos.
What should I include for a return request?
Please provide your order number, the product name, the reason for the request, and any supporting photos or videos where relevant.