Shipping / FAQ

WHEN WILL I RECEIVE MY PACKAGE? 

We use a third-party fulfillment center to process orders. Most orders are processed within 48 hours (on business days only M-F Orders made after 5pm on Friday will be processed on Monday) and shipped within 2-4 business days -- often sooner.

Exceptions:

• Print-to-order items (e.g., T-Shirts & printed apparel) take longer to make and ship
• Expedited shipping is not available at this time.

Once your order ships, you'll receive an email confirmation with the tracking info. If you don't see it, check your SPAM Folder before reaching out.

Shipping Location & Timelines:

• All orders ship from our warehouse in Texas.
• Delivery time depends on your location. Eta's are provided in your shipping confirmation email.

Order Changes & Cancellations:

Due to fast processing times, changes (including address, color, size or cancellations) are are rarely possible after 30 minutes of placing your order. If you spot an error contact us immediately at hello@transguysupply.com

Please note: Customer Service will not reply on the weekends.

DO YOU SHIP DISCRETELY? 

TG Supply ships all packages in plain white, black or brown packaging. Packages are shipped from "Shipping Department", TGS with our logo mark will appear. 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! We ship worldwide. However please not the following:

• No Returns or Exchanges: We do not accept returns or exchanges on international orders.
• Customs Fees & Regulations: Any customs fees or import taxes are the responsibility of the customer. We cannot refund or cover items held, confiscated or destroyed by customs.
• Discreet shipping: We keep shipping labels as discreet as possible, but we must list the package contents and retail value as required by law. It is your responsibility to ensure the items you order are legal in your country.
• Refunds & Returns: Shipping costs are non-refundable. If your package is returned to us for any reason, you may be refunded for the items cost only.

Please check your country's regulations before placing an order to avoid any issues with customs.

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 TGS 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 hello@transguysupply.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:

If your order was returned due to an insufficient or incorrect address, it may be re-shipped once it arrives back at our warehouse. To request reshipment, email hello@transguysupply.com with your correct address and order number. You will be responsible for paying for the cost of reshipment if the error was made by you entering an incomplete or incorrect address. 

• If you choose not to reship, you may be refunded for the items cost only (shipping and Route insurance are non-refundable.
• If your order does not return to us, we cannot reship or issue a refund.

International Orders:

• Orders returned due to insufficient/incorrect addresses, customs rejection, or failure to claim may be refunded for the item cost only (shipping and Route insurance are non-refundable).

Please double-check your shipping details before placing an order to avoid delays or lost packages.

ADDRESS ISSUES:

I ACCIDENTALLY ENTERED THE WRONG SHIPPING ADDRESS. WHAT CAN I DO?

Once an order is placed you have a 30 minute window to email us with the correct address. If you email past 30 minutes we cannot change the shipping address due to fast processing times. Additionally, once a package is in transit, mail carriers do not allow re-routing.

What You Can Do:

1. Set up Mail Forwarding Immediately: If the incorrect address is an old personal address, USPS can forward mail to your new address for up to a year. Set it up here: USPS Mail Forwarding
2. Contact Someone at the Incorrect Address: If possible, reach out to the current resident or building management or owner of the address you mistakenly entered. They may be able to hold or forward the package for you, or return it to sender.
   
3. Wait for Return to Sender: If the recipient marks the package as "undeliverable" or "return to sender", it may come back to our warehouse. If this happens, we can update your address and reship it, if you email us at hello@transguysupply.com, you will be responsible for paying for the cost of reshipping. However, this is not guaranteed.

Important Note:

TGS cannot take responsibility for incorrect addresses entered by customers. Please double-check your shipping details before placing an order and keep your autofill settings up to date.

MY PACKAGE TRACKING HAS STALLED:

I THINK MY PACKAGE WAS LOST IN TRANSIT:

We offer refunds or reshipments for packages that have stopped tracking updates and have not been marked as "delivered".

Exceptions:

• If your package has been marked as "delivered" but hasn't arrived please refer to the "Missing Package" Section
• If you provided an incorrect or incomplete address, see the "Address Issues" section.

Reshipment Policy:

Due global shipping delays, we must wait 10 days after the last estimated delivery date.  For example: if your package was due between Sept 1-5, you can write to us on Sept. 15th to request a reshipment.

If your package is still missing after this 10 day period, email us at hello@transguysupply.com with your order number for assistance.

MISSING PACKAGE:

MY PACKAGE SAYS IT HAS BEEN DELIVERED BUT IT HAS NOT? THINK YOUR PACKAGE WAS STOLEN? HERE IS WHAT YOU SHOULD DO.

Packages marked as "Delivered" but not received. 

 Once your order is marked "Delivered" by the courier, you'll receive an automated email from TG Supply. However, couriers sometimes mark packages as delivered prematurely. If this happens, your package will likely arrive within a few business days. 

Courier Responsibility:

TGS Cannot verify courier delivery claims or cover reshipping/refund costs for packages marked as delivered. If your package is missing, you must contact the courier with your tracking number to inquire, reschedule delivery, or file a claim.

Route Delivery Protection:

• If you purchased Route Package Protection, (we strongly suggest you do), your order is insured.
• Claims for "delivered" packages must be filed between 5 and 15 days after the delivery date.
• Start your claim using your Route Order Number (found in your purchase confirmation email). 

Important Notes:

• If you did not file a Route claim within the coverage period we cannot issue a refund or replacement.
• If you did not purchase Route Package Protection, we cannot provide refunds or reshipments for stolen or mishandled packages.
• We cannot assist with lost packages if an incorrect or incomplete address was provided at checkout.

Protect Your Order:

With courier issues and theft on the rise, we strongly recommend Route Package Protection for peace of mind.

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 insurance solution—to give our customers the best possible delivery experience. Route offers a few options to improve the post-purchase experience.

Route Protect

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