Frequently Asked Questions
Orders & Shipping
When will my order ship?
If you placed a pre-order, your hat will ship once production is complete. Estimated shipping timelines will be listed on the product page at the time of purchase.
Once your order ships, you’ll receive a confirmation email with tracking information.
If you place an order after our official launch, most orders will ship within 5–7 business days.
Do you ship internationally?
At the moment we are focused on shipping within the United States, but we hope to expand internationally in the future.
How much does shipping cost?
We offer free shipping on orders over $70 within the United States.
Shipping rates for smaller orders will be calculated at checkout.
Returns & Exchanges
What is your return policy?
If you’re not completely satisfied with your order, you may return it within 30 days of delivery for a refund or exchange.
Items must be unused and in their original condition.
To start a return, simply contact us at:
What if my item arrives damaged or incorrect?
If your order arrives damaged or you receive the wrong item, please reach out to us and we’ll make it right.
Send us an email at info@truepalco.shop with a photo of the issue and your order number.
Our Mission
How do your donations work?
A portion of every sale goes toward supporting dog rescues and shelters doing incredible work for animals in need.
During each campaign, we spotlight a specific organization and direct funds raised during that period toward helping them continue their mission.
We believe in complete transparency. At the end of each campaign we will share with our community exactly how much money we raised for the shelter or rescue we are partnered with.
How are shelters and rescues selected?
Our community plays a big role in choosing the organizations we support.
Customers and followers can nominate rescues and shelters they believe deserve recognition and support. From those nominations, we select organizations to feature in upcoming campaigns.
Can I nominate a shelter or rescue?
Yes! If you know of a rescue doing amazing work for dogs, we’d love to hear about them.
You can nominate an organization by contacting us through our Contact page or by emailing:
Products
What kind of hats do you make?
Our hats are designed to be comfortable, durable, and easy to wear every day, whether you're out exploring with your dog or just relaxing.
We focus on quality materials and timeless designs inspired by the outdoors and the bond between people and their dogs.
Do you plan to release more products?
Yes! While we’re starting with a small collection of hats, we hope to expand into additional apparel and accessories as the brand grows.
Still Have Questions?
If you didn’t find the answer you were looking for, feel free to reach out.
You can contact us anytime at:
We’re always happy to help.