Shipping Policy & FAQ

• Most orders ship in 1–3 business days.
• Made-to-order items, including all apparel, ship in 5–10 business days. They may ship separately from the rest of your order.
• Preorder and backordered items ship when they're in stock.
• U.S. delivery takes 2–5 business days after your order ships. U.S. shipping costs $10–$12, based on weight and location.
• International shipping costs $15–$30 and takes about 7–21 business days.

Business days are Monday to Friday, so an order placed on a Friday starts processing Monday. Holidays can add a little time.

You'll get a tracking email when your order ships, so check your spam folder before you reach out. Tracking can take up to 24 hours to show up. Carrier delivery dates are estimates and can shift.

For 30 minutes after checkout, you can fix things yourself from your order status page (the link is in your confirmation email) or the Shop app. You can change your shipping address, contact info, and item sizes or quantities, or cancel for a full refund to your original payment.

After 30 minutes, your order is usually locked in, because our warehouse moves fast. If something's wrong, email hello@transguysupply.com with your order number as soon as you can. We'll try, but we can't promise changes once it's locked. Replies may be slower on weekends.

Double-check your address at checkout. You're responsible for getting it right, and carriers won't reroute a package once it ships.

If the name on your package doesn't match your ID, the carrier may not release it if it's held for pickup. Use a name you can verify with ID, or ship to someone who can receive it for you.

Once an order leaves our warehouse, it's in the carrier's hands (USPS, UPS, DHL, and so on). We're a small, independent, trans-owned business and can't cover losses from carrier mistakes. Here's what to do.

Marked delivered, but it's not here

Carriers sometimes mark a package delivered before it's dropped off. Most show up within 24–48 hours of that scan.

1. Look around your place, near the mailboxes, and ask building management.
2. Ask your neighbors if they got it by mistake.
3. Wait 48 hours from the delivery scan before reporting it missing.
4. Contact your local carrier or post office with your tracking number. Only you, the person receiving it, can open a delivery investigation.
5. If it's confirmed missing, file a claim with the carrier.

We can't verify carrier delivery claims or replace packages marked delivered. If you added Route, file a claim at claims.route.com, usually 5–15 days after the marked delivery date.

Tracking isn't updating

The carrier controls tracking, and missed scans are common. They don't mean your package is lost.

• Give tracking up to 24 hours to show up after your shipping email.
• Give stalled tracking up to 10 days before contacting us.
• Contact the carrier with your tracking number for the latest info.

Wrong address

Once the 30-minute window closes, we can't change the address, and carriers won't reroute a package that's shipped. You can:

• Set up USPS mail forwarding if you've moved recently.
• Contact whoever lives at that address, or the building management.
• Wait and see if the carrier sends it back to us.

Damaged or missing items

Contact the carrier with your tracking number first. It's the fastest fix for most problems. If you have Route, file a claim at claims.route.com. Still stuck after that? Email hello@transguysupply.com with your order number.

We really recommend keeping Route on at checkout. It covers lost, stolen, and damaged packages, and you can track all your deliveries in one app.

To file a claim, go to claims.route.com within 5–15 days of the marked delivery date.

If you didn't add Route, we can't refund or replace lost, stolen, or mishandled packages. We're a small business and can't absorb carrier mistakes.

Every order ships in plain packaging with no product names or logos on the outside. The sender shows as "Shipping Dept.", and Transguy Supply never appears on the package. We ship thousands of discreet packages a year. More on discreet shipping.

For international orders, customs forms are legally required to list what's inside and its retail value. If that's a privacy concern, check your country's customs rules before you order.

We ship to 100+ countries. Please read this before you order.

• All international orders are final sale, with no returns or exchanges.
• Customs fees, import taxes, and local duties are on you.
• We can't refund or cover items that customs holds, takes, delays, or destroys.
• Customs forms have to list what's inside and its retail value. That's the law.
• It's on you to check that what you're ordering is legal in your country.
• If a package comes back to us, we may refund the item cost only. Shipping and Route fees aren't refundable.
• Delivery takes about 7–21 business days, depending on where it's going and customs.

If the name on your package doesn't match your government ID, carriers in some countries may not release it. Use a name you can verify, or ship to someone who can receive it.

In the EU? You can withdraw from your purchase within 14 days of delivery and return eligible items for a refund. Start it from your order status page. The 14 days start when your order is delivered, not when you place it. For health and hygiene reasons, sealed intimate items (underwear, swimwear, packers, STPs, harnesses, and toys) can't be returned once opened.

South Africa and Italy: we may be able to ship there if you ask, but it's entirely at your own risk. We can't be responsible if the package is lost, delayed, taken, or mishandled. Email hello@transguysupply.com to order.

Åland Islands, Albania, Andorra, Anguilla, Antigua & Barbuda, Argentina, Armenia, Aruba, Australia, Austria, Bahamas, Barbados, Belgium, Belize, Bermuda, Bolivia, Bosnia & Herzegovina, Bouvet Island, Brazil, British Virgin Islands, Bulgaria, Canada, Caribbean Netherlands, Cayman Islands, Chile, Colombia, Cook Islands, Costa Rica, Croatia, Cuba, Curaçao, Cyprus, Czechia, Denmark, Dominica, Dominican Republic, Ecuador, El Salvador, Estonia, Falkland Islands, Faroe Islands, Fiji, Finland, France, French Guiana, French Polynesia, French Southern Territories, Georgia, Germany, Gibraltar, Greece, Greenland, Grenada, Guadeloupe, Guatemala, Guernsey, Guyana, Haiti, Heard & McDonald Islands, Honduras, Hong Kong SAR China, Hungary, Iceland, Ireland, Isle of Man, Jamaica, Japan, Jersey, Kosovo, Latvia, Liechtenstein, Lithuania, Luxembourg, Malaysia, Malta, Martinique, Mayotte, Mexico, Moldova, Monaco, Montenegro, Montserrat, Netherlands, Netherlands Antilles, New Zealand, Nicaragua, North Macedonia, Norway, Panama, Paraguay, Peru, Philippines, Poland, Portugal, Réunion, Romania, San Marino, Serbia, Singapore, Sint Maarten, Slovakia, Slovenia, South Georgia & South Sandwich Islands, South Korea, Spain, St. Barthélemy, St. Kitts & Nevis, St. Lucia, St. Martin, St. Pierre & Miquelon, St. Vincent & Grenadines, Suriname, Svalbard & Jan Mayen, Sweden, Switzerland, Taiwan, Tajikistan, Thailand, Trinidad & Tobago, Turkey, Turkmenistan, Turks & Caicos Islands, Ukraine, United Kingdom, U.S. Outlying Islands, Uruguay, Uzbekistan, Vatican City, Venezuela, Vietnam.

If a package comes back to our warehouse (a bad address, customs, and so on), we can reship it once it arrives. You pay for the reshipping. If you'd rather not reship, we may refund the item cost only. Shipping and Route fees aren't refundable.

For returns on delivered items, see returns and exchanges.

A bank dispute won't speed up a carrier investigation. It usually slows things down for everyone. Here's the order that works:

1. Contact the carrier with your tracking number. Only the person receiving the package can file a delivery claim, request a pickup, or redirect it. We see the same tracking you do and can't do these for you.
2. If you added Route, file a claim at claims.route.com 5–15 days after the delivery scan. Route handles it from there.
3. If the carrier hasn't fixed it and you don't have Route, email hello@transguysupply.com with your order number and what happened. We'll look at it case by case, and we'll ask what happened with steps 1 and 2, so do those first.

By placing an order, you agree to contact the carrier and us before starting a chargeback. Orders with a confirmed carrier delivery scan count as fulfilled. Opening a chargeback without trying these steps first may get your account restricted.

We take every delivery problem seriously and will always do what we can, but we rely on the carrier and Route to settle shipping claims.