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How long does it take for my order to be delivered?
The delivery time depends on the type of product, your location, and how quickly the medical review takes place.
Non-prescription products: On average, you will receive your order within 1 to 2 working days after payment has been completed.
Prescription products (RX): After payment, the doctor has 24 hours to review your request. If approved, you will receive your order within 1 to 3 working days after approval.
You will receive a track & trace link to monitor your delivery.
Can I track my order (track & trace)?
Yes, as soon as the pharmacy has registered your package for shipment, you will receive a track & trace link by email. You can also find the tracking information in your Transtoyou account. The Transtoyou app allows you to track your order directly, so you always have the status at hand.
Do you deliver to my country/address?
We currently deliver to 9 European countries and the United Kingdom. We are only active in countries where eHealth in our format is allowed. Check our delivery page for the full list of countries. If your country is not listed, we cannot deliver there at the moment due to legal or logistical restrictions.
What can I do if my package is delayed or lost?
If your order is taking longer than expected: Check the track & trace link for updates, then contact us via support@transtoyou.com or live chat. We will immediately contact the pharmacy to verify the status and resolve any issues.
Can I change or cancel my order after placing it?
Non-prescription products: Can be changed or cancelled free of charge before shipment. After shipment, you have 14 days right of withdrawal for unopened products.
Prescription products: Can be cancelled free of charge before doctor review. After approval, changes are no longer possible as the prescription has been issued. Returns are not allowed for prescription medications due to safety regulations.
Consultation & Medical Process
Do I need a prescription to order?
No, you do not need to already have a prescription. When you request a prescription-only product, you complete an online medical questionnaire or book a video consultation. A registered doctor will review your request and issue a prescription if medically appropriate. Some specific medications do require an existing prescription or diagnosis from your doctor.
How does the online consultation work?
Medical questionnaire: Complete a detailed questionnaire about your health, symptoms, and medication use. A doctor reviews within 24 hours.
Video consultation: Schedule an appointment at your convenience, discuss your health with a registered doctor via secure video connection. The doctor decides immediately if a prescription can be issued.
How long does it take for a doctor to review my request?
In most cases, you will receive a response within a few hours. You will always receive an answer within 24 hours – approval, rejection, or a request for more information. Keep an eye on our app and email to respond quickly if the doctor needs additional information.
Why was my request rejected by the doctor?
A doctor may reject a request due to contraindications, medication interactions, or if the treatment is unsuitable for your situation. You will receive an explanation in your account. For questionnaires, you get a full refund unless incorrect information was provided. Video consultation fees are non-refundable, but product costs are refunded if no prescription is issued.
Where can I have my prescription filled?
Orders via Transtoyou are automatically processed by our partner pharmacies. Once approved, we securely send the prescription to the pharmacy, which prepares and ships your medication. You can find a copy of the prescription in your account for your records.
Payment
Which payment methods do you accept?
We offer various payment options including: Credit card (Visa, Mastercard), Bank transfer, Pay Later (if available in your country), and local payment methods per country. Available options are shown during checkout based on your location.
My payment failed, what now?
Try again with the same or different payment method. Check your payment details are correct and billing address matches your bank records. Ensure sufficient funds are available. Try a different browser or device. If problems persist, contact our customer service with your order number and screenshots of any error messages.
Can I pay later?
Yes, in some countries we offer Pay Later options. This will only appear during checkout if available for your location. Approval is handled by the payment provider.
Products & Usage
How do I use the Transtoyou shakes and bars?
Shakes: Mix the indicated amount of powder with cold water or skimmed milk. Shake or blend until smooth and drink immediately.
Bars: Eat as a meal replacement with plenty of water.
For best results, combine with a healthy diet and exercise. Consult a doctor before starting any diet program.
Is this medicine the same as what I previously received from my GP?
Yes, the active ingredients and medical effect are always the same. However, packaging, color, shape, or manufacturer may differ as our pharmacies work with various approved suppliers. You will always receive medicine with the same active substance, strength, and dosage form.
How does a subscription work?
With a subscription, you receive products automatically at your chosen frequency without reordering. Choose your delivery schedule (e.g., every 4, 6, or 8 weeks). Pause or cancel anytime via your account (at least 7 days before next shipment). For prescription products, subscriptions require valid prescriptions.
Returns & Refunds
Can I return medicines or products?
Prescription medicines: Cannot be returned once shipped (legal safety requirement). Full refund if doctor rejects or you cancel before approval.
Non-prescription items: Can be returned within 14 days if unopened and in original packaging.
Consultations: Full refund if cancelled 24+ hours in advance. No refund for late cancellations or no-shows.
How long does a refund take?
Refunds are processed within 5-10 working days after we receive the returned product or process the cancellation. The exact time depends on your payment method and bank processing times.
Account & Rewards
How can I manage my subscription?
In your Transtoyou account, you can: Pause deliveries temporarily, Change products or frequency (7+ days before next shipment), Cancel anytime without notice period, View delivery schedule and payment history. Use our app for even easier management.
How does TTY Membership work?
TTY Membership is free and lets you earn points for activities like ordering, completing consultations, writing reviews, and more. 1 point = 1% discount (max 25% per order). Points are valid for 12 months. Redeem during checkout or save for later. Points can also be used for free shipping or exclusive offers.
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Our support team is here to help you with any questions not covered in our FAQ.
