Frequently Asked Questions

Last Updated: October 30, 2026

Welcome to the FAQ section of trtui, an online store operated by STI Consulting ApS.

Here you can find answers to common questions about orders, payments, shipping, delivery, returns, refunds and customer support.

1. Where do you ship?

We ship to countries and regions supported during checkout.

Available delivery destinations are determined by the countries and regions that customers can select and successfully use as shipping destinations during checkout.

Shipping availability may depend on:

  • Destination country;

  • Postal code;

  • Carrier coverage;

  • Product availability;

  • Customs requirements; and

  • Local delivery restrictions.

If a destination cannot be selected or an order cannot be completed during checkout, shipping to that destination is not currently supported.

2. How much does shipping cost?

We offer free standard shipping to all supported delivery destinations, with no minimum order value.

The standard shipping charge is zero in the applicable checkout currency.

There are no additional standard shipping charges for destinations supported during checkout.

3. How long does order processing take?

Orders are generally processed within 1–2 business days after they are successfully placed and confirmed.

Orders placed on weekends or public holidays will normally begin processing on the next business day.

Processing may occasionally take longer during:

  • Public holidays;

  • Promotional periods;

  • High order volumes; or

  • Other exceptional circumstances.

4. How long does delivery take?

Our normal estimated delivery times are:

  • Order Processing: 1–2 business days.

  • Transportation: 5–7 business days.

  • Total Estimated Delivery: 6–9 business days.

These are estimates, not guaranteed delivery dates.

Delivery may occasionally take longer because of customs processing, carrier delays, severe weather, public holidays or other circumstances outside our reasonable control.

5. How can I track my order?

Where tracking is available, you will normally receive tracking information after your order has been dispatched.

Your shipping confirmation may include:

  • Carrier name;

  • Tracking number;

  • Tracking link; and

  • Dispatch information.

Tracking may take approximately 24–48 hours after shipment to become active.

If you have difficulty tracking your order, please contact:

Email: support@trtui.shop

Please include your order number.

6. What payment methods do you accept?

The available payment methods are those displayed during checkout.

Payment availability may vary depending on:

  • Delivery destination;

  • Currency;

  • Product;

  • Order value;

  • Payment provider; and

  • Delivery method.

Only payment methods displayed during checkout are available for the relevant order.

If a payment method is not displayed, it is not available for that order.

7. Is payment secure?

We take reasonable measures designed to provide a secure shopping environment.

Payments may be processed through Shopify or independent payment service providers, depending on the payment method selected during checkout.

For your security:

  • Never send passwords by email;

  • Never provide payment account passwords to customer support;

  • Do not send complete payment-card credentials by email;

  • Complete payment only through the official checkout process; and

  • Contact us if you notice suspicious activity.

8. Can I change or cancel my order?

Please contact us as soon as possible if you need to change or cancel an order.

Email: support@trtui.shop

We will make reasonable efforts to assist you.

However, once an order has entered processing or has already been dispatched, changes or ordinary cancellation may no longer be possible.

Any applicable statutory cancellation or withdrawal rights remain unaffected.

9. What should I do if I entered the wrong delivery address?

Please contact us immediately if you notice an error in your delivery information.

Email: support@trtui.shop

If your order has not yet been dispatched, we may be able to update the address.

Once the parcel has been shipped, we cannot guarantee that the address can be changed.

Additional shipping costs resulting from incorrect information supplied by the customer may be the customer's responsibility where permitted by law.

10. What happens if my order is delayed?

Delivery delays may occasionally occur because of:

  • Carrier congestion;

  • Customs processing;

  • Public holidays;

  • Severe weather;

  • Transportation interruptions;

  • Incorrect delivery information; or

  • Other circumstances outside our reasonable control.

If the estimated delivery period has passed and your tracking has not updated for an extended period, please contact us.

We will review the available information and, where appropriate, contact the carrier.

Mandatory consumer rights concerning delayed delivery remain unaffected.

11. What should I do if my parcel appears lost?

If you believe your parcel may be lost, please first:

  • Check the tracking information;

  • Confirm your delivery address;

  • Ask household members;

  • Check reception or designated delivery locations; and

  • Contact the local carrier where appropriate.

If you still cannot locate the parcel, please contact us with your order number.

Email: support@trtui.shop

If the shipment is confirmed as lost, we will provide an appropriate solution according to applicable consumer law and our store policies.

12. What should I do if my order arrives damaged?

Please inspect your order as soon as reasonably possible after delivery.

If your parcel or product arrives damaged, please contact us promptly and provide, where available:

  • Your order number;

  • Description of the damage;

  • Photos of the product;

  • Photos of the outer packaging;

  • Photo of the shipping label; and

  • A video showing the issue where relevant.

Please keep the original packaging until the matter has been reviewed, where reasonably possible.

We will review the information and provide an appropriate remedy in accordance with applicable consumer law.

13. What happens if I receive the wrong product?

If you receive a product different from the one ordered, please contact us promptly.

Please provide:

  • Your order number;

  • Clear photographs of the product received;

  • A photograph of the shipping label; and

  • A brief description of the issue.

After reviewing the matter, we may arrange an appropriate:

  • Replacement;

  • Return; or

  • Refund.

Any mandatory consumer rights remain unaffected.

14. What if something is missing from my order?

If your parcel arrives with missing products, accessories or components, please contact us.

Please provide:

  • Order number;

  • Description of the missing item;

  • Photos of all products received;

  • Photos of the outer packaging; and

  • Photo of the shipping label.

We will review the issue and provide an appropriate solution.

15. What is your return period?

We offer a 30-day voluntary return policy for eligible products.

Customers may generally request a return within 30 days after receiving the order, subject to the conditions stated in our Return and Refund Policy.

Eligible products should generally be:

  • In the condition in which they were received;

  • Unused and undamaged;

  • Complete with original accessories and components; and

  • Returned in the original packaging where reasonably possible.

Proof of purchase may be required.

Our voluntary return policy does not restrict any mandatory consumer rights.

16. Do EU and EEA customers have a 14-day right of withdrawal?

Eligible consumers in the European Union and European Economic Area generally have a statutory 14-day right of withdrawal for qualifying distance purchases.

Where this right applies, consumers may withdraw from the purchase without providing a reason, subject to applicable legal exceptions.

The statutory 14-day right is separate from our voluntary 30-day return policy.

For physical goods, the withdrawal period generally begins when the consumer, or a designated third party other than the carrier, receives the goods.

Please review our Return and Refund Policy for complete details.

17. Who pays return shipping costs?

For ordinary change-of-mind returns under our voluntary return policy, the customer is generally responsible for the direct return shipping cost.

Where an eligible consumer exercises the applicable statutory 14-day withdrawal right, the consumer is also responsible for the direct cost of returning the goods where this responsibility has been properly communicated.

However, reasonable return shipping costs will generally be covered by us where the return results from:

  • A defective product;

  • A product damaged before or during delivery;

  • An incorrect product supplied by us;

  • Missing components or accessories; or

  • Another confirmed error attributable to us.

Please contact us before returning any product.

18. How do I request a return?

Before sending any product back, please contact:

Email: support@trtui.shop

Please include:

  • Your full name;

  • Order number;

  • Email address used for the order;

  • Product you wish to return; and

  • Reason for the return.

For damaged or defective products, please also include appropriate photographs or videos where reasonably possible.

Our customer support team will provide the applicable return instructions and return address.

Contacting us for return instructions does not restrict your statutory right of withdrawal.

19. Where should I send my return?

Please contact our customer support team before sending a return.

Email: support@trtui.shop

We will provide the applicable return address and instructions for your order.

The return address may vary depending on the product or fulfilment location and is not necessarily our registered company address.

Our registered company address is provided for business identification and official correspondence.

Please do not send parcels on a cash-on-delivery or postage-due basis unless we have expressly authorized this in advance.

20. Are there products that cannot be returned?

Certain products may be excluded from voluntary returns or the statutory withdrawal right where permitted by law.

Examples may include:

  • Clearly personalized or custom-made goods;

  • Goods that deteriorate or expire rapidly;

  • Sealed hygiene or health-protection products once unsealed;

  • Products that become inseparably mixed with other goods after delivery;

  • Certain sealed software, audio or video products after opening; and

  • Other products excluded under applicable consumer law.

These exclusions do not limit mandatory rights relating to defective, damaged or incorrect products.

21. Can I exchange a product?

Please contact us if you want a different:

  • Product;

  • Model;

  • Size; or

  • Variation.

Depending on availability, we may arrange an exchange or ask you to return the original product and place a new order.

Availability of replacement products cannot be guaranteed.

Any statutory rights relating to defective or non-conforming goods remain unaffected.

22. When will I receive my refund?

Once an eligible returned product has been received and inspected, we will notify you regarding the refund.

For returns made under our voluntary 30-day return policy, approved refunds are normally processed within 10 business days after approval.

Where an EU/EEA statutory withdrawal right applies, refunds will be processed without undue delay and generally no later than 14 days after receiving the withdrawal notice, subject to legally permitted withholding until the goods are received or evidence of return is provided.

Your bank or payment provider may require additional time before the refund appears in your account.

If more than 15 business days have passed since we confirmed that your voluntary return refund was approved, please contact us.

Email: support@trtui.shop

23. How will I receive my refund?

Where possible, refunds are generally returned using the original payment method.

If the original payment method cannot reasonably receive a refund, an appropriate alternative refund arrangement may be made in accordance with applicable law.

Our customer support team may contact you for information reasonably necessary to complete the refund.

Never send passwords or complete payment-account credentials by email.

24. Are customs duties and import taxes included?

For all countries and regions where customers can select a delivery destination and successfully complete an order through our checkout, customers are not required to pay additional import duties, import VAT or customs clearance fees beyond the final checkout total.

Any applicable import-related charges for these orders are covered by STI Consulting ApS or handled through our fulfilment arrangements.

Customers will not be required to pay additional import-related charges upon delivery.

Customs processing may occasionally affect delivery times, but the import-related charges covered by this policy remain our responsibility.

25. What happens if I do not collect my parcel?

If a parcel is sent to a collection point, please collect it within the period specified by the carrier.

Unclaimed parcels may be returned to the sender.

Where a parcel is returned because it was not collected, reasonable additional shipping costs may be the customer's responsibility where permitted by law.

If you wish to cancel or withdraw from an order, please contact us directly rather than simply leaving the parcel unclaimed.

Mandatory consumer rights remain unaffected.

26. Will my order arrive in one parcel?

Not always.

Orders containing multiple products may sometimes be shipped separately.

This means:

  • Products may arrive on different dates;

  • You may receive multiple tracking numbers; or

  • Different carriers may be used.

If you receive only part of your order, please check all available tracking information before reporting an item as missing.

27. How is my personal information handled?

Personal information is processed according to our Privacy Policy and applicable data protection laws, including the General Data Protection Regulation (GDPR) where applicable.

We may process information necessary to:

  • Process your order;

  • Receive or verify payment;

  • Arrange delivery;

  • Provide customer support;

  • Process returns and refunds;

  • Prevent fraud; and

  • Meet legal obligations.

Please review our Privacy Policy for complete details.

28. Can I contact customer support about an existing order?

Yes.

For questions concerning:

  • Products;

  • Orders;

  • Payments;

  • Shipping;

  • Tracking;

  • Returns;

  • Refunds; or

  • Other customer service matters,

please contact:

Email: support@trtui.shop

When contacting us about an existing order, please include your order number and the email address used when placing the order.

29. Who operates trtui?

trtui is an online store operated by STI Consulting ApS, a company registered in Denmark.

The company is responsible for the commercial operation of the online store, including order processing, customer service, shipping coordination, returns and refunds.

Company Name: STI Consulting ApS

CVR Number: 43847791

Business Form: Private Limited Company (Anpartsselskab / ApS)

Responsible Person: Stig Jørgensen

Registered Address:

Avnedevej 24
2730 Herlev
Denmark

The registered company address is provided for business identification and official correspondence.

30. How can I contact customer service?

For questions concerning products, orders, payments, shipping, tracking, returns, refunds, privacy or other customer service matters, please contact:

Store Name: trtui

Company Name: STI Consulting ApS

CVR Number: 43847791

Responsible Person: Stig Jørgensen

Registered Address:

Avnedevej 24
2730 Herlev
Denmark

Email: support@trtui.shop

Website: https://trtui.shop/

When contacting us about an existing order, please include your order number and the email address used when placing the order.