Frequently Asked Questions
SHIPPING & RETURNS
How much do you charge for delivery within Australia?
Free Shipping applies to all domestic orders (within Australia) over $300.00 nationwide. For all orders under $300.00 AUD, the delivery fee is calculated by the size and weight of the items, plus the delivery location. (For Raw Materials only)
Do you ship outside of Australia?
We do. There will be a shipping charge and orders are dispatched within 2-3 days from the date of purchase. (For Raw Materials only)
What happens if I received a damaged product upon delivery?
It is possible that an unlikely event during shipping happens and you receive a damaged product, please contact us immediately.
For all other shipping and returns policies and concerns, please visit this page.
See the Shipping and Returns page
What accreditations do you work to?
Trulux has obtained third-party certification to ISO 22716:2007 – Cosmetic Good Manufacturing Practices, ISO 9001:2008 – Quality Management Systems, HACCP Codex, COSMOS, ACO - Australian Certified Organic, and Australian Trusted Trader.
Can you test products containing active ingredients?
We are concerned about animal testing in beauty companies. What is your policy?
Can you help me with colour cosmetics?
We feel our project is unique and we are concerned about confidentiality, what is your policy?
Do you charge a development fee?
If you develop the formula who owns the Intellectual Property?
If we are doing R&D for you, the Intellectual Property will be owned by you once the project has been completed and signed off. Private Label Products Intellectual Property is owned by Trulux
I don't have a formula. Can Trulux formulate one for me?
Absolutely! We have a team of highly-skilled, qualified professionals who will work with you to create an innovative, effective formula.
I already have a formula. Will Trulux manufacture it for me?
We will manufacture any customer-supplied formula. Testing will have to be done prior to ensuring the formula is correct. Please note that there are costs involved with this.
I am interested to create specialist gift packs to support my main product from time to time e.g. Valentine’s Day, Mother’s Day, etc., can you help?
Can you label or decorate my containers?
Do you clear the product for micro contamination before dispatching?
Are there minimum order quantities?
Like all bespoke manufacturers, minimum volumes are involved. Our minimum order size is at 1kg (10 units) for Private Label and Contract Manufacturing orders.
Do we have to order minimum volumes?
We feel you may be pleasantly surprised to learn that our MOQs are not as overwhelming as you may think. Please contact us directly to discuss your project. We will always try to find a solution that will work best for you.
Can I use natural/organic ingredients?
Are you licensed to manufacture and fill Certified Organic products?
I want to create a premium nutraceutical brand, can you help?
Yes. We have a strong heritage not only within the cosmetic arena but also in neutraceuticals. We would be happy to discuss your requirements.
Would we be able to have a wide choice of packaging styles?
We have a wide variety of standard and bespoke packaging options for jars, bottles, containers, pumps, tubes, cartons, display cases, etc. which can fit the requirement of the brand identity you are trying to achieve.
How do I find a lid or closure that fits my bottle?
There are many packaging companies that we closely work with. Our team can assure you that we will be able to find a suitable closure for you.
What are your payment terms?
I am interested in private label products, what do I need to know before contacting you?
If I have a product(s) that I want to launch, what information do I need to bring to the first meeting to make it as constructive as possible for both parties?
This is the first time we have considered a private label. Will we need to know about manufacturing, packaging, graphic design, etc.?
I want to create a high-quality product for a niche market, can you help?
We are interested to proceed, what is the next step?
I want to be involved with my project, talk to the formulation team, and have as much input as possible. Can I do this?
I would prefer to source my own components from overseas. Can you source the raw materials and manufacture and fill the components supplied by me?
Can you produce products internationally?
How long does it take to turn a concept into a complete product?
Every project is different. We like to complete all projects between 3 - 6 months. If the project takes longer, we will be in constant communication providing you with updates.
Can you give me an indication of lead times?
Typically our production times are 4-8 weeks. This will also depend on first-time orders and the availability of raw materials.