FAQ
Off Supply is meant to feel easy, and that includes what happens after your order lands. If something is not right, here is how we sort it.
Ordering & shipping
When will my order ship, and how long does delivery take?
Orders are processed and dispatched within 7 calendar days of order placement, subject to stock and verification. There is no processing or dispatch on Sundays or public holidays. Delivery is estimated at 4–7 business days from dispatch. Delivery estimates can extend during launches, promotions, high volume, courier disruption, weather and holidays.
Can I change or cancel my order?
Once an order is placed and paid for, it cannot be cancelled. Address changes are the exception — reach us before dispatch and we will update the address and ship to the corrected one. After dispatch the address cannot be changed through this process. An unsuccessful delivery may return to origin.
What payment methods do you accept?
UPI (GPay, PhonePe, Paytm), credit and debit cards (Visa, Mastercard, RuPay), net banking, and Cash on Delivery. All online payments are processed through Shopify's secure payment gateway.
Is Cash on Delivery available?
Yes, with no confirmation call or OTP before dispatch. All orders, including COD, move straight into processing.
Do you ship internationally?
We ship across India only. International shipping is not available.
My tracking has not updated. Should I worry?
Tracking that does not move for the first 24–48 hours, or over a weekend or public holiday, is normal. If there has been no movement for four days or more, get in touch and we will raise it with the courier.
What happens if delivery fails?
If your shipment returns to origin, we contact you about reshipping. If you decline or remain unreachable, it is not re-shipped. Cash on Delivery orders cancelled at this stage are simply closed and nothing is owed. For prepaid orders that are not re-shipped, once the parcel is received back and clears quality check, the refund is issued only as a Off Supply gift card, valid only on our online store, with ₹199 deducted from the refundable amount.
Where can I buy your pieces?
Only through this website. We are not able to authenticate or support items bought anywhere else.
Returns, exchanges & refunds
What is your return policy?
You have 7 days from delivery to raise a return or an exchange. Items must be unused and unworn, in original condition, with all tags attached and in their original packaging. We cannot accept items that have been worn, washed, altered or damaged after delivery, or requests raised after 7 days.
Is there a charge to return something?
Reverse pickup is arranged through Shiprocket after approval. A ₹199 deduction applies to approved refunds on all orders, including damaged, defective, wrong-item and wrong-colour claims. Nothing is collected up front. We confirm the exact net gift-card value or approved source-refund amount. Unavailable-stock refunds are the fee-free exception described below.
Can I exchange for a different size?
Yes. Exchanges are available for both size and variant. If the piece you want is out of stock and you are happy to take a different one, we change the variant.
My item arrived damaged, wrong, or something is missing. What do I do?
Send a clear, continuous unboxing video within 48 hours of delivery, with your order details. It must start before the sealed package is opened and show the package and product clearly. Photos alone are insufficient. Approved claims are resolved with a replacement or refund under our refund policy within 7–10 working days. Refunds carry a ₹199 deduction. For an approved wrong-item or wrong-colour exchange, we cover pickup and re-dispatch. If a parcel is visibly tampered with, refuse delivery and tell us immediately.
When do I get my refund?
For returned products, a refund is initiated after warehouse receipt and quality-check approval, not at pickup or in transit. Approved refunds are issued as a Off Supply gift card, redeemable only on the Off Supply online store. A ₹199 deduction applies to approved refunds on all orders, including damaged, defective, wrong-item and wrong-colour claims. This applies to prepaid and paid Cash on Delivery purchases. Refunds to the original payment method may be offered in select cases, subject to review and approval. The ₹199 deduction also applies to an approved source refund, except for the unavailable-stock exception below. Prepaid return-to-origin refunds are gift-card only.
What if my return fails quality check?
If a returned item comes back worn, washed, with tags cut, or damaged after delivery, it cannot be refunded. There is no partial refund and no store credit in these cases, which is why the piece must go back unworn with its tags attached.
Only part of my order arrived.
Orders with more than one item may ship in separate parcels with separate tracking numbers. Check whether the rest is still in transit before reporting an item missing. You can also return part of an order — the refund is calculated on the items returned.
Can I receive a refund to my original payment method?
Our standard refund is a store-specific gift card after a ₹199 deduction. Refunds to the original payment method may be offered in select cases, subject to review and approval. Prepaid return-to-origin refunds are gift-card only. Unavailable-stock orders have the separate customer-choice exception below.
What happens if an item becomes unavailable after I order?
If an item becomes unavailable after you place a paid order, we will notify you and let you choose either a Off Supply gift card worth the actual amount paid for the unavailable item after discounts plus 20% (120% of that amount), or a refund of 100% of that amount to your original payment method. No ₹199 deduction applies to either option. The gift card is redeemable only on our online store. This applies to the unavailable items, not to other items that can be fulfilled. Your chosen refund is processed within 5–10 business days after your choice is confirmed. If payment has not been collected, there is no payment to refund.
Sizing & fit
How do your sizes run?
Our t-shirts and bowling shirts are designed with a relaxed, oversized fit. If you prefer a more fitted look, size down one. The size guide has exact measurements.
I am between two sizes. What should I pick?
For the intended oversized look, go with the larger size. For a slightly more structured fit, go with the smaller one. When in doubt, DM us on Instagram with your height and weight and we will tell you which to pick.
Product
What fabric are the t-shirts made from?
220 GSM 100% combed cotton. Heavyweight enough to hold structure and drape well, but not so heavy that it is uncomfortable in Indian weather. The prints use high-density screen printing that will not crack or fade.
What about the bowling shirts?
A premium rayon blend, lightweight and breathable, designed for the Indian climate. The all-over prints are sublimation-printed for colour that will not peel or crack.
Will you restock sold-out items?
Most designs are limited drops, and once they sell out they do not come back. That is intentional. We drop new designs every week.
Still have questions?
Email hello@offsupply.in or DM us on Instagram.
Soft on the eyes. Clear on the details.
Last updated 29 September 2026.
