Sizing & Fit
How do I choose the correct belt size?
The best way to choose your belt size is to measure your body at tool belt height, usually around the top of your hip bones. This measurement will help you select the correct TRU Gear belt size.
For detailed instructions, please see our Fit Guide.
Where should the tool belt sit on the body?
TRU Gear belts are designed to sit on your hips, not your waist.
Positioning the belt on the hips helps distribute the weight of your tools more comfortably and reduces pressure on your lower back.
Can I adjust the belt later?
Yes. TRU Gear belts use an adjustable webbing strap that allows you to tighten or loosen the belt for a comfortable fit.
Do I have to pay in advance?
Yes. Full payment is required before production begins.
Once your order enters the processing or production stage, it becomes non-refundable.
Customization
What customization options are available?
TRU Gear products can be customized with different colors, materials, webbing options, and accessories depending on the product configuration.
Can I choose my own color combination?
Yes. Many TRU Gear products allow you to select your preferred color combinations and materials when placing your order.
Can I request additional custom modifications?
In some cases, additional custom features may be possible. These requests may involve extra costs depending on the complexity and materials required.
If you have a specific request, feel free to contact us before placing your order.
What is the difference between T1 and custom systems?
The T1 System includes standard TRU Gear belt components that can be configured and arranged using the belt builder.
Custom systems allow for additional personalization, such as custom colors, materials, or other modifications beyond the standard configuration.
Ordering
Are TRU Gear products custom-made?
Yes. All TRU Gear tool belts and accessories are made to order based on your selected specifications and customization options.
Because each product is crafted specifically for you, orders cannot be returned or refunded once production has started.
Can I change my order after placing it?
Yes, but only before production begins.
If you need to make changes to your order, please contact us as soon as possible. Once your order enters the production stage, modifications can no longer be made.
Why are custom orders non-refundable?
Each TRU Gear product is made specifically for your order. Once production starts, materials and labor are already allocated to your custom configuration, which makes returns or refunds impossible.
Do I have to pay in advance?
Yes. Full payment is required before production begins.
Once your order enters the processing or production stage, it becomes non-refundable.
Can I request additional custom features?
Yes. If you require customizations beyond the standard options, we may be able to accommodate them.
Additional custom work may involve extra costs depending on the complexity and materials required. If applicable, we will provide a separate invoice for these changes.
How long does it take to make my order?
Lead times are estimates of how long it takes to craft your order.
For the most accurate production timeline, feel free to contact us via email or social media.
How long does it take to make my order?
Lead times are estimates of how long it takes to craft your order.
For the most accurate production timeline, feel free to contact us via email or social media.
Payments
What payment methods do you accept?
All payments on our website are processed securely through Stripe via the Shopify platform.
Stripe supports most major credit and debit cards.
Is it safe to pay on the TRU Gear website?
Yes. All payments are processed through Stripe, one of the world’s leading payment processors. Your payment details are encrypted and handled according to industry security standards.
Why is my payment not going through?
Payment failures can happen for several reasons, such as incorrect billing details, card verification issues, or your bank blocking the transaction for security reasons.
Can an incorrect billing address cause payment failure?
Yes. The billing address you enter during checkout must match the address linked to your payment card. If the addresses do not match, the payment may be declined.
Does the name on my order need to match the cardholder name?
Yes. The name entered during checkout should match the name on your payment card. Incorrect or misspelled names may cause the payment to fail.
Why is my bank blocking the payment?
Some banks automatically block unfamiliar or international transactions. If this happens, you may need to confirm or authorize the payment with your bank.
What should I do if my payment keeps failing?
First, double-check that your billing address and card details are correct. If the issue continues, contact your bank to make sure the payment is authorized.
If you still experience problems, feel free to contact us and we will be happy to help.
Who should I contact if I cannot complete my payment?
If your payment continues to fail during checkout, please contact us and we’ll assist you.
Shipping
Where are TRU Gear products shipped from?
All orders are shipped from Lithuania, European Union.
Do you ship internationally?
Yes. TRU Gear ships to most countries worldwide. Available shipping options and costs will be shown at checkout based on your location.
How long does shipping take?
Shipping times depend on your location and the shipping method selected at checkout. Delivery estimates are shown during the checkout process.
Please note that production time for custom-made products is separate from shipping time.
Will I receive tracking information?
Yes. All orders are shipped with tracking, and you will receive tracking details once your order has been dispatched.
Why does my order show as delivered but I have not received it?
Sometimes carriers mark packages as delivered slightly before they arrive. Please check with neighbors or your local delivery office. If the package still cannot be found, contact the shipping carrier or reach out to us for assistance.
What happens if my package is lost during shipping?
Once an order has been shipped, it is handled by the shipping carrier. If your package appears to be lost, please contact the carrier first. If you need help, feel free to contact us and we will assist you.
Can I change my shipping address after placing an order?
If your order has not yet been shipped, we may be able to update the address. Please contact us as soon as possible after placing your order.
What happens if I enter the wrong shipping address?
Please ensure that your shipping address is correct when placing your order. TRU Gear cannot be responsible for delivery issues caused by incorrect addresses provided during checkout.
Customs & Taxes
Will I have to pay customs duties or import taxes?
If you are ordering from outside the European Union, your order may be subject to customs duties, import taxes, or other local fees depending on your country's regulations.
Who is responsible for customs charges?
The customer is responsible for any customs duties, import taxes, or clearance fees required by their country.
Are customs fees included in the product price or shipping cost?
No. Customs duties and taxes are not included in the product price or shipping cost. These charges are determined by your local customs authority.
Why do I have to pay import taxes?
Import taxes are determined by your country’s customs regulations. TRU Gear does not control these fees and cannot estimate the exact amount.
Warranty & Repairs
Do TRU Gear products come with a warranty?
Yes. TRU Gear products are covered by a warranty against manufacturing defects in materials or workmanship.
What does the warranty cover?
The warranty covers defects caused during manufacturing, such as stitching failures, hardware defects, or material faults.
What is not covered by warranty?
The warranty does not cover normal wear and tear, misuse, accidental damage, or damage caused by improper care or heavy abrasion during use.
Can my TRU Gear product be repaired?
In many cases, damaged products can be repaired. If you experience an issue with your gear, please contact us and we will review the situation.
How do I request a warranty claim or repair?
Please contact us with a description of the issue and photos of the product. Our team will review the request and advise you on the next steps.
Product Care
How should I clean my TRU Gear belt?
We recommend cleaning your belt with a damp cloth and mild soap. Avoid using harsh chemicals or strong detergents.
Can I wash my TRU Gear product in a washing machine?
No. Machine washing is not recommended, as it may damage materials, stitching, or hardware.
Can I put my belt in a dryer?
No. Always allow your gear to air dry naturally. Do not use dryers or high heat.
How can I extend the life of my tool belt?
Avoid prolonged exposure to moisture, sharp edges, and extreme abrasion. Regularly check your gear for wear and clean it when needed.
Which parts of a tool belt wear out the fastest?
High-wear areas include pouch edges, fabric folds, and areas exposed to frequent friction with tools or rough surfaces. Regular inspection will help you catch wear early.