Refund policy

Returns, exchanges, and what's final sale

This covers items you've already received. U.S. returns need to be requested and mailed within 30 days of delivery, and refunds come as store credit. Every binder gets a free size exchange within 30 days. For lost or late packages, see our shipping policy.

Just ordered? For 30 minutes after checkout, you can change your address, contact info, or item sizes yourself from your order status page or the Shop app, or cancel for a full refund to your original payment. That's separate from the return policy below.

How to start a return

Open your order in the Shop app or your account and choose Request return. You can also use the link in your shipping or delivery email. Not sure if it qualifies? Email hello@transguysupply.com with your order number before you send anything back.

U.S. returns

For U.S. orders, we take returns on eligible items within 30 days of delivery. You can return it if:

  • It was delivered to a U.S. address.
  • It isn't final sale.
  • It's unused, unwashed, and in the same condition you got it.
  • It's in its original packaging.

Binders have to come back clean and unmarked. We can't take binders with deodorant marks, dirt, stains, or any signs of wear.

Once your return arrives and we check it, approved refunds go out as store credit. Give us up to 5 business days after it reaches our warehouse.

Binder size exchanges

Wrong size? Every binder we carry gets a free size exchange within 30 days of delivery. That includes sale binders, unless the product page says otherwise.

  • It has to be unworn and clean, with no deodorant marks, dirt, or signs of wear.
  • It has to be in its original packaging.
  • One exchange per order.
  • Binding tape is final sale and can't be exchanged.

Submit a return request from your order. We email you a prepaid return label, and it ships back in plain packaging with no product names on the outside. Your new size ships within 2 business days of us getting yours.

Apparel size swaps

Apparel isn't final sale. Couldn't try it on? You can get a size swap or store credit within 30 days. For most swaps, you keep the original and we send you the right size. Sizes vary between brands, so check the size chart on the product page before you order.

Final sale items

These are final sale for health, safety, and legal reasons, and can't be returned or exchanged:

  • Packers and STPs
  • Harnesses
  • Pleasure items
  • Underwear and swimwear
  • Binding tape
  • Hats and accessories
  • HUNKY skincare and all care products
  • All international orders

Skincare and body care is final sale once your order ships, opened or not. We can't tell if a product's been opened or used once it leaves our warehouse, and we can't resell returned skincare for health and hygiene reasons.

A chargeback doesn't override this policy. Final sale is shown at checkout, in your order confirmation, and on our site. Accounts with disputed charges on final sale orders may be restricted.

Return shipping

  • You pay return shipping on returns that aren't defective.
  • For binder exchanges, we cover it with a prepaid label.
  • Original shipping and Route package protection are never refunded.
  • For returns over $50, use a trackable service. We're not responsible for return packages lost in transit.

Where to send returns

If your return needs to come back to us, your approval email will tell you where to send it. Put your packing slip in the box, or a note with your order number, so we can match it to your account.

Damaged, defective, or wrong item

If something arrived damaged or wrong, tell us right away. Send hello@transguysupply.com one email with your order number, a photo of the item, and the packing slip in the same photo.

If it's approved, we'll reship the right item. If it's out of stock, we'll give you store credit. You don't have to send back a defective item unless we ask. This works the same for U.S. and international orders, and for final sale items too.

International orders

International orders are final sale, with no returns or exchanges. The only exception is an item that arrives damaged, defective, or wrong.

  • Customs fees, import duties, and local taxes are on you.
  • We can't take responsibility for packages that customs delays, holds, takes, or destroys.
  • It's on you to check that what you order is legal in your country.
  • If an international package comes back to us, we may refund the item cost only. Shipping and Route fees aren't refundable.

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. For health and hygiene reasons, sealed intimate items (underwear, swimwear, packers, STPs, harnesses, and toys) can't be returned once opened, and skincare and cosmetics can't be returned once the seal is broken.

Refunds and store credit

  • Refunds are store credit only. No cash refunds, and no refunds to your original payment method.
  • We may also give store credit if a replacement is out of stock after an approved damage or defect claim.

See a pending charge but never got a confirmation email? Your order didn't go through. A pending charge is a hold, and no money has left your account. Holds drop off on their own in 3–7 business days. Contact your bank if it's still there after 7 days.

Before you contact your bank about anything, please reach out to us. We reply within 2 business days and can usually fix things faster than a chargeback.

By buying from Transguy Supply, you agree to this return policy, including store-credit-only refunds and final sale terms.

Need help? Email hello@transguysupply.com with your order number. Full details: Returns and Exchanges.