Shipping Information - FAQ
Shipping Information
Everything you need to know about shipping, tracking, discreet packaging, and what to do when something goes sideways in transit.
Before You Order
If you catch an error right after ordering, email hello@transguysupply.com with your order number as soon as possible. We'll do our best, but can't guarantee changes after the 10-minute window. Responses may be limited on weekends.
Shipping & Tracking
Business days are Monday–Friday. Orders placed on Friday begin processing Monday. You'll receive a tracking email once your order ships — check your spam folder before contacting support. Tracking can take up to 24 hours to appear after your shipping confirmation. Delivery dates shown by carriers are estimates and may shift while in transit.
Delivery Issues
Once an order leaves our warehouse it becomes the responsibility of the shipping carrier (USPS, UPS, DHL, etc.). We're a small independent trans-owned business and aren't able to absorb losses from carrier errors — but here's exactly what to do for every situation.
A Package marked "Delivered" but not received ▼
Carriers sometimes mark packages delivered before the final drop-off. In most cases the package shows up within 24–48 hours of the first delivery scan.
What to do:
- Check around your property, near mailboxes, and with building management
- Ask neighbors if they received it by mistake
- Wait 48 hours from the delivery scan before reporting a missing package
- Contact your local carrier or post office with your tracking number — only you as the recipient can open a delivery investigation
- If confirmed missing, file a claim with the carrier
TGS cannot verify carrier delivery claims or replace packages marked as delivered.
B Tracking not updating ▼
Tracking is controlled entirely by the carrier. Missed scans during transit are common and don't necessarily mean your package is lost.
- Allow up to 24 hours after your shipping confirmation for tracking to first appear
- Allow up to 10 days of stalled tracking before contacting us
- Contact the carrier directly with your tracking number for the most up-to-date info
C Incorrect shipping address ▼
Customers are responsible for entering the correct shipping address at checkout. Addresses cannot be changed after the 10-minute window, and carriers don't allow rerouting once a package ships.
Your options:
- Set up USPS mail forwarding if you've moved recently
- Contact the current resident or building management at the address
- Wait to see if the carrier returns the package to sender
If the package is returned to our warehouse, we can reship it — reshipping costs are the customer's responsibility. If you choose not to reship, we may refund the item cost only. Shipping costs and Route fees are non-refundable.
D Damaged, missing items, or other issues ▼
Contact the carrier directly with your tracking number first — this is the fastest path to resolution for most delivery issues including damage and missing items.
If you have Route Package Protection, you can file a claim at claims.route.com.
If neither applies and you still need help after contacting the carrier, reach out to us at hello@transguysupply.com with your order number.
Discreet Packaging
We ship thousands of discreet packages each year and take your privacy seriously. If privacy is a concern for international shipments, please review your country's customs requirements before ordering.
International Orders
We ship worldwide to 100+ countries. Please read the following before placing an international order.
ℹ International shipping policies ▼
- Customs fees, import taxes, and local duties are the customer's responsibility
- We cannot refund or cover items that are held, confiscated, delayed, or destroyed by customs
- Customs forms must list package contents and retail value — this is required by law
- It's your responsibility to confirm that the items you're ordering are legal in your country before placing an order
- All international orders are final sale — no returns or exchanges
- If a package is returned to us, we may refund the item cost only — shipping and Route fees are non-refundable
- Estimated delivery: 7–21 business days depending on destination and customs processing
🌍 View the full list of countries we ship to ▼
Route Package Protection
We strongly recommend keeping Route Package Protection at checkout. Route covers lost, stolen, and damaged packages and provides in-app tracking so you can monitor all deliveries in one place.
Returns & Reshipping
If a package is returned to our warehouse (due to an undeliverable address, customs rejection, etc.), we can reship once it arrives back — reshipping costs are the customer's responsibility. If you choose not to reship, we may refund the item cost only. Shipping and Route fees are non-refundable.
For information about product returns and our refund policy, see the link below.
↩ Full Returns & Refund Policy →Disputes & Chargebacks
If you're having a delivery issue, the fastest path to resolution is contacting the carrier directly or filing a Route claim — not a payment dispute. Chargebacks don't speed up carrier investigations and can actually slow things down for everyone.
Once an order leaves our warehouse it becomes the responsibility of the shipping carrier. TGS is a small independent business — we take every delivery issue seriously and will always do what we can, but we rely on carrier and Route processes to resolve shipping claims.
