Shipping policy
Welcome to TruSimPlay
At TruSimPlay, we’re committed to delivering your simulator equipment with speed, care, and transparency. The information below explains how we handle order processing, shipping, and delivery.
Order Processing Time
Orders are processed within 1–2 business days, pending stock availability. Orders placed after 2 PM ET, on weekends, or on holidays begin processing the next business day. Once your order ships, you’ll receive an email with tracking information so you can follow its progress.
Shipping & Supplier Lead Times
Products are shipped directly from authorized manufacturer warehouses. Lead times vary by brand and product, and estimated timeframes may be listed on applicable product pages. These timelines reflect supplier preparation and shipment and may vary due to manufacturing or logistical factors outside our control.
Shipping & Delivery
We include free standard ground shipping on most U.S. orders. Once your order has been shipped, delivery typically takes 5–7 business days. Tracking information is provided so you can follow your order from shipment to delivery.
All applicable shipping fees are clearly displayed at checkout before you confirm your order.
Expedited shipping is available upon request for an added fee.
Once an order has shipped or is marked out for delivery, we cannot change the delivery address or reroute the package. If you need to update your address, please contact us immediately at support@trusimplay.com before the order has been fulfilled.
Order Cancellations
Cancellations must be requested within 24 hours of placing your order to avoid a 3% processing fee. Orders that have already shipped will follow our Return Policy and may incur return shipping and restocking fees.
P.O. Boxes
We do not ship to P.O. boxes due to the size and weight of our products.
Freight Shipments for Large Orders
Large items such as enclosures, screens, motion platforms, and pre-built custom simulation setups ship via freight carriers. You’ll be contacted to schedule a delivery window. Please inspect the shipment before signing the delivery receipt. If visible damage exists, note it on the receipt and contact support@trusimplay.com within 24 hours, including photos.
Receiving & Inspection
Please inspect all packages upon delivery. If you see any damage, do not sign until it’s noted on the delivery receipt. Take photos and contact support@trusimplay.com within 24 hours. Claims submitted after this window may not be accepted.
Lost or Delayed Shipments
While TruSimPlay works with reliable carriers, we are not responsible for delays caused by third-party services, weather, or customs. We will assist you in resolving shipment issues and appreciate your patience during peak seasons or holidays.
Shipping Fees & Promotions
Shipping costs are shown at checkout unless otherwise indicated. Free shipping promotions apply to most standard ground deliveries.
Policy Updates
We may update this Shipping Policy at any time without notice. Please review this page regularly for the most current information.
Contact Information
For questions about shipping, delivery times, or order tracking, please contact us using the details below.
TruSimPlay
Owned and Operated by Veluxe Collections LLC
7901 4th St N, STE 300 | St. Petersburg, FL 33702
Email: support@trusimplay.com
Phone: 1-855-522-8787
Hours: Monday–Friday, 9AM–6PM EST
Chat With Us: Available during business hours on our website
We’re here to ensure your simulator experience starts the moment you click "order."
***YOU AGREE TO THESE TERMS OF USE BY USING THE SITE; IF YOU DO NOT AGREE, DO NOT USE THE SITE.***