Truk Shop
Order problems and refunds
Missing, wrong or damaged merch: email support with the order and a photo. Food rewards and gift cards are handled by the merchant or by email. Redemptions are final otherwise.
Merch that is damaged or misprinted
Email support@heytruk.com with your order, the item, and a photo of the problem. Merch is printed to order, so these are the cases that are replaced. Returns for size or change of mind are not possible.
Merch that never arrived
Check the tracking email first; "Returned to sender" means the carrier sent it back and support will have emailed you. If tracking shows delivered and you do not have it, email support with the order.
A card payment that failed
"The card didn't go through" means nothing was charged; try again or another card. "Payment canceled" means you closed the checkout; your selections are kept.
A food reward that was refused
Ask the merchant first. A Truk Shop food reward is only honored by partner trucks and only in the week it was redeemed. If a partner truck refused a valid reward, contact support with the truck's name and the time.
A gift card that did not arrive
Check spam, then contact support with the date you redeemed. The card goes to the email on your account.
Refunds of points
Points are returned when an order is canceled by HeyTruk. They are not returned for a reward that expired, a merch item that fits differently than expected, or a food reward refused for being outside its week.
Contact support with the order number from the Redemption screen; it is the fastest way to a fix.
Checked against the app on October 5, 2026.