Policies
Returns & Exchanges
Everything you need to know about returns, exchanges, store credit, final sale items, and what to do if something arrives wrong.
This page covers items that have already been delivered. For lost packages, delayed shipments, or delivery issues, see our Shipping Policy / FAQ →
⚡ Just ordered? You have 30 minutes. Edit your address, contact info, or item sizes — or cancel for a full refund to your original payment — yourself from your order status page or the Shop app. This is separate from the returns policy below.
⏳ Return Window: U.S. returns must be requested and mailed within 30 days of purchase.
🚫 Final Sale Items: Underwear, swimwear, harnesses, pleasure toys, packers, STPs, hats, and accessories are final sale and cannot be returned or exchanged under any circumstances.
↺ Binder Exchange: All binders — including sale binders — are eligible for a free size exchange within 30 days.
See below →
01 · At a Glance
Return Window
30 days from purchase for U.S. eligible items
Refund Type
Store credit only — no cash refunds
Item Condition
Unused, unwashed, in original packaging
Return Shipping
Customer's responsibility for non-defective returns
Binder Exchange
Free — we cover the return label. 30-day window.
International
Final sale unless item arrives damaged, defective, or incorrect
02 U.S. Returns
For U.S. orders, returns are accepted within 30 days of purchase on eligible items.
Eligibility Requirements
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✓Unused and unwashed
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✓In the same condition it was received
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✓In the original packaging
Binders specifically: Must be returned clean and unmarked. We cannot accept binders with deodorant marks, dirt, stains, or any visible signs of wear.
Once your return is received and reviewed, approved refunds are issued as store credit. Please allow up to 5 business days after delivery to our warehouse for processing.
Can I Return My Order?
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✓Your order was delivered to a U.S. address
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✓The item is eligible (not final sale)
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✓The item is unused and in original packaging
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✓It has been 30 days or fewer since purchase
If you're unsure, email hello@transguysupply.com with your order number before sending anything back.
Have a concern? Please contact us before initiating a dispute with your bank. We respond within 2 business days and can typically resolve issues faster than the chargeback process allows.
03 Binder Size Exchanges New
Not the right size? Every binder we carry is eligible for a free size exchange within 30 days of delivery — including sale binders, unless otherwise noted at time of purchase.
Exchange Requirements
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✓Unworn and clean
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✓Free of deodorant marks, dirt, or any signs of wear
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✓In original packaging
How It Works
1Go to your order status page and submit a return request.
2We email you a prepaid return label — plain packaging, no product names outside.
3Drop it in the mail. Your new size ships within 2 business days of us receiving yours.
One exchange per order within the 30-day window. Binding tape is excluded. Sale binders are eligible unless noted on the product page.
Questions? Email hello@transguysupply.com with your order number.
04 Final Sale Items
The following items are final sale due to health, safety, and legal regulations. No exceptions.
STPs Packers Harnesses Pleasure Toys Swimwear Underwear Hats Accessories
Binders are not final sale. They are eligible for a free size exchange — see
Section 03.
Apparel is not final sale either. Couldn't try it on? Apparel is eligible for an easy size swap or store credit within 30 days — for most swaps you keep the original and we send you the right size.
Size chart tip: Sizes vary between brands. Always check the size chart on the product page before ordering.
Payment disputes on final sale items: Initiating a chargeback does not override our policy. Final sale is communicated at checkout, in your order confirmation, and on this page. Accounts with disputed charges on final sale orders may be restricted.
05 Return Shipping
Who Pays?
Customer is responsible for return shipping on non-defective returns
Binder Exchanges
We cover it — prepaid label emailed to you
Non-Refundable
Original shipping and Route Package Protection are never refunded
Tracking
For returns over $50, use a trackable service. TGS is not responsible for return packages lost in transit.
06 Where to Send Returns
Include the packing slip from your order, or a note with your order number, so we can match it to your account.
Return Address
Most items (binders & gear):Transguy Supply c/o Amp Receiving
8015 Burleson Road
Unit 100, Dock Door 24 or 25
Austin, TX 78744
Made-to-order apparel (only if we ask for it back):Transguy Supply
217 Wrangler Drive
Coppell, TX 75019
07 Damaged, Defective, or Incorrect Items
If something arrived wrong or damaged, contact us immediately.
What to Do
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✓Email hello@transguysupply.com with all of the following in one email:
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✓Your order number
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✓A photo of the item
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✓The packing slip in the same photo as the item
If approved, we'll reship the correct item. If out of stock, we'll issue store credit. You will not be required to return defective items unless we specifically request it.
🌍 This process applies to both U.S. and international orders.
08 International Orders
International orders are final sale. No returns or exchanges — the only exception is if an item arrives damaged, defective, or incorrect.
🇪🇺 EU customers — 14-day right of withdrawal: If you're in the EU, you can withdraw from your purchase within 14 days of delivery and return eligible items for a refund — submit the request from your order status page. The 14 days run from delivery, not the order date. For health and hygiene reasons, sealed intimate items (underwear, swimwear, packers, STPs, harnesses, and toys) are exempt once opened.
International Order Policies
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✓No returns or exchanges on international orders
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✓If an item arrives damaged, defective, or incorrect, email us immediately with your order number and a photo of the item and packing slip together
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✓Customs fees, import duties, and local taxes are the customer's responsibility
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✓We cannot assume responsibility for packages delayed, held, confiscated, or destroyed by customs
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✓It is the customer's responsibility to verify that ordered items are legal in your country
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✓If an international package is returned to us, we may refund the item cost only — shipping and Route fees are non-refundable
09 Refunds & Store Credit
How Refunds Are Issued
Store credit only — no cash refunds, no original payment method refunds
Processing Time
Up to 5 business days after your return arrives at our warehouse
Store credit may also be issued if a replacement is out of stock after an approved damaged or defective claim. Original shipping and Route are non-refundable in all cases.
Pending charge but no order confirmation?
Your order didn't complete — and you haven't been charged. A pending charge is an authorization hold; no money has left your account. If you didn't receive a confirmation email, the order was never placed.
Holds release automatically within 3–7 business days. We cannot release them — contact your bank directly if it hasn't cleared after 7 days.
Before contacting your bank: Please reach out to us first. We respond within 2 business days. Chargebacks can take weeks and may result in account restrictions.
By completing a purchase with Transguy Supply, you acknowledge our returns & refunds policy, including the store-credit-only refund structure and final sale terms.
