Returns
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately, we cannot offer you a refund.

Non-Defective Returns
To be eligible for a refund, your item must be unopened, unused, and in the same condition/packaging that you received it.

Please contact us at support@transrecoverysupply.com with your order number, item/quantity you will return, and the reason for return. You will be contacted within 2 business days with further instructions. A receipt or proof of purchase is required to complete your return.

Please do not send your purchase back to the manufacturer.

Defective/Damaged items
A defective/damaged item must be reported within 2 days of receipt.

Please contact us at support@transrecoverysupply.com with your order number, the item that was defective/damaged, and description of the damage(s). At least one picture of the defective/damaged item and receipt or proof of purchase is required to complete your exchange or return. You will be contacted within 2 business days with further instructions, including returning the defective/damaged item.

Exchanges
We only replace items if they are defective or damaged. Exchanges will not be accepted for items that have outdated packaging.


Return Shipping
You will be responsible for paying for your own shipping costs for returning your item. Shipping/handling costs are non-refundable. Return shipping will be deducted from your refund only if the item you are returning is a result of our error (defective/damaged or incorrect item).

Depending on where you live, the time it will take for your exchanged product to reach you may vary.

You should consider using a trackable shipping service or purchasing shipping insurance when returning your item. Your returned item must be postmarked by the 30th day that the item was purchased. We do not guarantee that we will receive your returned item. If we have not received your item, proof that the item has been shipped to our location is required.

Refunds
Once your return is received and inspected, we will send you an email within 3 to 4 business days to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed and a credit will automatically be applied to your credit card or original method of payment within a certain amount of days.

Late or missing refunds
If you have not received your refund, check your bank account or credit card transaction statement and contact your bank or credit card company. There is often some processing time before a refund is posted. If the timeframe you were given as to when you should be receiving your refund has passed and you have not yet received your refund, please contact us at support@transrecoverysupply.com.

Sale items
Only regular priced items may be refunded. Unfortunately, sale items cannot be refunded.

 

Lost/Stolen Packages

All packages come with tracking information and/or signature confirmation. Tracking information/signature confirmation confirming the package has been delivered/signed for at the correct address provided at checkout cannot be refunded.

Returned Packages
Due to the amount of supplies in some premade or customized kits, kits may come in two or more packages. Customers/recipients of the package(s) are responsible for tracking updates, scheduling redelivery (for packages that contain signature confirmation), and retrieving the package(s). Any package returned back to us may not be refunded. Outdated supplies and shipping fees cannot be refunded.

Customers/recipients that wish to have a kit resent will need to pay for a new shipping fee along with a $30 repackaging fee for each package.

 

Note: this policy is subject to change.