Shipping policy

How your order gets to you

Here's how shipping works, what to do if a package goes missing, and how we keep it all private. Most delivery problems get fixed fastest by contacting the carrier directly with your tracking number. Carriers only work with the person receiving the package, so we can't do this for you.

Shipping times and cost

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, and carrier delivery dates are estimates.

Made a mistake? You have 30 minutes

For 30 minutes after checkout, you can fix things yourself from your order status page 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. 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, so use a name you can verify or ship to someone who can receive it for you.

Discreet packaging

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. Order updates come by email only. 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.

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.

Look around your place, near the mailboxes, and ask building management.
Ask your neighbors if they got it by mistake.
Wait 48 hours from the delivery scan before reporting it missing.
Contact your local carrier or post office with your tracking number. Only you, the person receiving it, can open a delivery investigation.
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. Give tracking up to 24 hours to show up after your shipping email, and give stalled tracking up to 10 days before contacting us. The carrier will have the latest info.

Wrong address

Once the 30-minute window closes, we can't change the address. You can set up USPS mail forwarding, contact whoever lives at that address or the building management, or wait and see if the carrier sends it back to us.

Damaged or missing items

Contact the carrier with your tracking number first. If you have Route, file a claim at claims.route.com. Still stuck? Email hello@transguysupply.com with your order number.

Route package protection

We really recommend keeping Route on at checkout. It covers lost, stolen, and damaged packages. 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.

International orders

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.
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.

In the EU? You can withdraw from your purchase within 14 days of delivery and return eligible items for a refund. 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. Email hello@transguysupply.com to order. See the full list of countries on our shipping page.

Packages sent back to us

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.

Disputes and chargebacks

A bank dispute won't speed up a carrier investigation. Here's the order that works:

Contact the carrier with your tracking number.
If you added Route, file a claim at claims.route.com 5–15 days after the delivery scan.
If neither fixes it, email hello@transguysupply.com with your order number and what happened. We'll look at it case by case.

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.

Still need help? Email hello@transguysupply.com with your order number. For returns, see our returns and exchanges page.