Shipping / FAQ
WHEN WILL I RECEIVE MY PACKAGE?
Transguy Supply is a small, 3-person team. We are not generally available to answer email over weekends and holidays. However, we use a 3rd party fulfillment center to process orders. Your order will generally be processed within 48 hours of placing it, and often much sooner.*** Print-to-order items such as t-shirts and other printed apparel may take longer to ship.
Once shipped, you will receive an email confirmation with tracking. If you do not see an email from us, please check your SPAM folder before reaching out. We ship all orders from our warehouse in Charlotte, NC and the amount of time it will take to get your package to you depends on where you are located. Unfortuntately, we are unable to offer expedited shipping at this time.
***Please note that due to fast warehouse processing times, changes to orders once they have been placed are almost never possible past a 30 minute window. This includes address changes, color or size changes, and cancellations. Please contact us immediately if you notice an error with your order.
DO YOU SHIP DISCRETELY?
Transguy Supply ships all packages in plain white or brown packaging. Packages are shipped from "Shipping Department" only and "Transguy Supply" will NOT appear anywhere on your parcel. Please note that for orders outside of the US, we are required to list the contents of your package on all customs forms.
HOW WILL MY PURCHASE SHOW UP ON MY CREDIT CARD BILL?
If you use Shop Pay or Zip (QuadPay) to complete your order, your purchase should show up as "SP * TG SUPPLY" on your credit card statement.
If you use PayPal to complete your order, your purchase should show up as "TGSUPPLY" on your credit card statement. If you want to hide PayPal transactions from your bank statement, you will need to first deposit money into your PayPal account – and then make the purchase using your PayPal balance instead of your credit card.
DO YOU SHIP INTERNATIONALLY?
Yes! However, please note that we do not accept returns or exchanges on international orders. Additionally, we cannot assume responsibility for items held up in customs or packages that have been confiscated.
We will be as discreet as possible on shipping labels, but we are required to indicate the contents inside and the retail price. It is the responsibility of the customer to make sure that items being shipped are legal in your area. We cannot be held responsible or issue refunds for anything that is confiscated or destroyed by customs. Please note that we are also unable to offer refunds on shipping. If your package is returned to us for any reason, you will be refunded for the cost of the items purchased only.
Here is a full list of countries that we are currently able to ship to:
Åland Islands, Albania, Andorra, Anguilla, Antigua & Barbuda, Argentina, Armenia, Aruba, Australia, Austria, Bahamas, Barbados, Belgium, Belize, Bermuda, Bolivia, Canada, Caribbean Netherlands, Bosnia & Herzegovina, Bouvet Island, Brazil, Bulgaria, Cayman Islands, Chile, Colombia, Costa Rica, Croatia, Cuba, Curaçao, Cyprus, Czechia, Denmark, Dominica, Dominican Republic, Ecuador, El Salvador, Estonia, Falkland Islands, Faroe Islands, Finland, France, French Guiana, French Southern Territories, Georgia, Germany, Gibraltar, Greece, Greenland, Grenada, Guadeloupe, Guatemala, Guernsey, Guyana, Haiti, Heard & McDonald Islands, Vatican City, Honduras, Hong Kong SAR China, Hungary, Iceland, Ireland, Isle of Man, Jamaica, Japan, Jersey, Kosovo, Latvia, Liechtenstein, Lithuania, Luxembourg, North Macedonia, Malaysia, Malta, Martinique, Mayotte, Mexico, Moldova, Monaco, Montenegro, Montserrat, Netherlands, Netherlands Antilles, New Zealand, Nicaragua, Norway, Panama, Paraguay, Peru, Philippines, Poland, Portugal, Réunion, Romania, St. Barthélemy, St. Kitts & Nevis, St. Lucia, St. Martin, St. Pierre & Miquelon, San Marino, Serbia, Sint Maarten, Slovakia, Slovenia, South Georgia & South Sandwich Islands, South Korea, Spain, St. Vincent & Grenadines, Suriname, Svalbard & Jan Mayen, Sweden, Switzerland, Tajikistan, Trinidad & Tobago, Turkey, Turks & Caicos Islands, Ukraine, United Kingdom, U.S. Outlying Islands, Uruguay, Venezuela, British Virgin Islands, Cook Islands, Fiji, French Polynesia, North Korea, Singapore, Taiwan, Thailand, Turkmenistan, Uzbekistan, Vietnam
*** Customers living in South Africa and Italy ***
We do offer shipping to customers living in South Africa and Italy. However, please be aware that Transguy Supply cannot be held responsible for any issues that may arise during the shipping process, such as lost, delayed, confiscated or mishandled packages by your national postal service. If you are willing to assume all risks associated with shipping through your national postal system, you can place an order by emailing us at email@example.com.
WHAT WILL IT COST TO SHIP TO (FILL IN THE BLANK)?
All shipping is calculated based on the weight of the items you purchased. Most domestic orders will cost between $8 and $10 to ship. Items shipped internationally generally cost between $10 and $30, but it's highly dependent on what you ordered and to where we are shipping. For an accurate estimate of shipping costs, you can fill a cart, enter your shipping information and without processing payment, you can see how much it will cost to ship those items to you.
WHAT DO I DO IF MY ORDER WAS RETURNED TO SENDER:
U.S. orders that are returned due to insufficient or incorrect addresses may be re-shipped once they are returned to our warehouse. You can email us at firstname.lastname@example.org to let us know the correct address. Please include your order number in your email for quicker service. Orders that are not re-shipped will be refunded for the cost of the items only. Shipping and insurance (Route Package Protection) costs are not refundable. Please note, if your order is not returned to us, we will neither be able to to re-ship it to you nor provide a refund.
International orders that are returned due to insufficient or incorrect address will be automatically refunded. Packages that are returned to us after being rejected or left unclaimed in customs will also be automatically refunded. In the event of any of the above, customers will be refunded for the cost of the items only. Shipping and insurance (Route Package Protection) costs are not refundable.
I ACCIDENTALLY ENTERED THE WRONG SHIPPING ADDRESS. WHAT CAN I DO?:
Due to fast processing times, we are generally unable to make alternations to an order's shipping address once the order has been placed. Additionally, once package is in transit, mail carriers will not allow us to re-route it.
All is not lost, however. There are a couple of potential ways to get you your items. The first - and probably most fail-proof method - is to immediately set up mail forwarding with USPS. If this is an old personal address, the USPS can divert any mail addressed to you to your new address for up to a year. You can select the date you want the forwarding to begin as well. You can do that here: https://www.usps.com/manage/forward.htm
Another potential solution is to allow for the package to come back to our warehouse. This is not a guarantee, of course, as citizens don't always take the time to mark mail addressed to a former resident as "undeliverable," "addressee unknown" or "return to sender." However, if the package is shipped back to our warehouse, when it arrives there, we will edit the shipping address and have it sent back out to you.
Unfortunately, Transguy Supply cannot take responsibility when customers accidentally provide the wrong address. PLEASE TAKE EXTRA CARE WHEN ENTERING YOUR SHIPPING ADDRESS AND KEEP YOUR AUTOFILL SETTINGS UP TO DATE.
MY PACKAGE TRACKING HAS STALLED / I THINK MY PACKAGE WAS LOST IN TRANSIT:
We are glad to issue refunds or reshipments for any package that has been lost in transit. ***By "lost in transit" we mean a package that has stopped making tracking updates and has not been marked as "delivered." - If your package has been marked as "delivered," but it has not shown up or you think it may have been stolen, please see the section below. This also does not include shipments for which the customer has accidentally provided an incorrect or incomplete address. If you have provided the wrong address, please see the section above.*** If your address is complete and correct, but has stalled in transit, you are eligible for a reshipment or refund.
Due to ongoing worldwide shipping delays, our warehouse requires that we wait 7 days after the latest day in your estimated delivery window before issuing a reshipment. For example, if your package was set to arrive between Monday, September 1 and Friday, September 5, we must wait until Friday, September 12 before issuing a reshipment.
If your package has still not arrived 7 days after the last delivery date, please email us at email@example.com and we would be glad to assist you. For quicker service, please include your order number in your email.
I THINK MY PACKAGE WAS STOLEN / WHAT SHOULD I DO IF MY PACKAGE SAYS IT HAS BEEN DELIVERED BUT IT HAS NOT?
As soon as the tracking on your order is updated to "Delivered" by the postal courier, it triggers an automatic email from Transguy Supply to let you know your package has been delivered. Occasionally, a parcel will be marked as delivered by the shipping courier prematurely. If you received a delivery notice, only to find your parcel is nowhere to be seen, do not fret. More often than not, your package will turn up in the next couple of business days.
If, however, your package does not turn up, and you have purchased Route delivery protection, your order is completely insured. Claims for packages marked "delivered" must be filed after 5 days and before 15 days from the date the package was marked "delivered." You can start your claim here by using your Route Order Number. This number can be found in your Route purchase confirmation email, but please reach out if you cannot locate it.
Please note that if you have purchased Route protection, but have allowed your coverage to lapse without making a claim, Transguy Supply cannot issue you a replacement or refund. Likewise, if you have NOT purchased Route package protection, we are unable to provide refunds or reshipments for packages that have been marked as "delivered". We also cannot provide refunds or reshipments for packages marked as delivered when the customer has given an incomplete or incorrect shipping address.
Sadly, without Route protection, we cannot take responsibility for packages that have been mishandled by the USPS or taken from your property after they have been delivered. With USPS error and theft on the rise, we *highly* encourage that you to protect your purchases.
For more info about what Route Package Protection covers, see their policies here.
WHAT IS ROUTE?
We’ve partnered with Route—a package protection and tracking solution—to give our customers the best possible delivery experience. Route offers a few options to improve the post-purchase experience.
Route Protect is premium package protection for your online orders. When you add Route Protect at checkout, you can easily file issues for lost, stolen, or damaged packages in the unfortunate case that they arise.
For more info about what Route Package Protection covers, see their policies here.
Purchased Route Protect and need to file a shipping issue? File here
The Route App (Free)
The Route App allows you to visually track all of your online orders in one place. No need to dig through your email for tracking numbers–dynamic maps and real-time shipping updates keep you in the loop throughout every part of your delivery.
Haven’t downloaded the app yet? Download here