Do I need to be a minimum age to buy?

Yes, you must be 18 or older to shop at Transtore, this applies especially to packers. By completing your purchase, you confirm you meet the minimum age requirement.

Where can I get help with my order?

We're here to help! If you're in Brazil, message us on WhatsApp at (19) 98852-5500. If you're in another country, use WhatsApp +55 19 98801-8808. You can also email us anytime at [email protected].

Will I receive emails about my order status?

Yes! You'll get one email confirming your order and another once payment is approved. One important tip: double-check your email address at checkout, since we can't change it after the order ships or resend notifications to a different email address.

How much does shipping cost?

Shipping cost depends on the product's weight and the distance to you. Just enter your zip code (CEP) on the site to calculate the cost and delivery time automatically. We ship via Correios (Sedex and PAC) and Loggi.

How long does it take to ship my order after payment is confirmed?

Once payment is approved, we dispatch your order within one to four business days. We work with ready-to-ship stock; if any item is unavailable, we'll contact you right away.

How can I track my order?

As soon as we ship your order, you'll receive an email with the tracking code so you can follow every step of the delivery. Haven't received it by the 5th business day? Check your spam folder, and if you still can't find it, reach out to us at [email protected].

Do I need to pick up my order at a branch?

In some cases, your order will be held for pickup at a Correios or courier branch, usually for up to 3 business days. To pick it up, bring an official photo ID, the name must match the one on your order (legal name or chosen name, as long as you have a document that proves it). Someone else can also pick it up on your behalf by bringing a copy of your ID.

What happens if my package is returned due to an address error?

If the delivery is refused or returned due to an incorrect/incomplete address, the recipient not being available, or the package not being picked up in time, it's your responsibility: we'll charge the reshipping cost to the correct address. If you'd rather not have it reshipped, you can cancel the order, in that case we'll refund the value of the products, but the shipping fee already used won't be refunded, since the transport service was rendered. This is different from the 7-day right of withdrawal, which always guarantees a full refund including shipping (see the Returns & Exchanges section).

What happens if my package gets lost in transit?

Don't worry: if that happens, we'll send you a new package at no extra cost.

Can I change my delivery address?

Sure! Just contact us before your order ships to update the address, as long as the order is still with us (before shipping). One important detail: changing cities or states may change the shipping cost. Once the order has shipped, we can no longer change the address.

My tracking hasn't updated in days, is that normal?

Yes, that's pretty common! Tracking updates only happen when the package is scanned at a new checkpoint, so it can take a few days without news. If it stays stuck for too long, email us at [email protected] and we'll take a look for you.

Is my package shipped discreetly?

Always! Every order ships in 100% discreet packaging, black fabric bags or plain cardboard boxes. On the shipping label, the sender appears only as "T.STORE," with no mention of products for trans men. Your privacy is our priority, wherever you are in the world.

Can I customize the length and girth of the Packer?

Right now, we don't offer customization, each model has specific proportions that make up its unique design, which is what ensures its quality and fit.

How do I clean my Packer?

Wash it daily (or after each use) with a Packer-specific cleanser or a mild antibacterial soap. Dry it with a towel or let it air-dry before storing or using it again. If you'd like that "natural skin" feel without stickiness, dust it with a light layer of Packer-specific powder after drying.

Heads up: never use silicone-based products on your Packer, this can damage the material and make it sticky.

Do I need to use a condom when using the Packer for penetration?

Yes, always! Using a condom is required for your safety and your partner's, both to reduce the risk of STIs and to keep your Packer clean and in good shape for longer. The silicone we use is non-toxic and skin-safe, but it should not be used for penetration without a condom.

Can I use the Packer in a pool or the ocean?

Yes, you can! It's designed to be in contact with water. We just haven't tested prolonged, heavy use in chlorinated pools or seawater, so we recommend extra care in those cases.

What is the Packer's lifespan?

The Packer's lifespan varies, it depends on how you use it, care for it, clean it, and store it, and this combination can affect it directly and vary from person to person. For that reason, there's no fixed standard lifespan. Keep it away from zippers, teeth, and sharp objects, since small cuts can compromise the silicone. If you use it daily, 24 hours a day (heavy use), we recommend replacing it yearly to keep hygiene in check.

Do you accept returns?

Since these are intimate products, we don't accept returns of Packers with a broken seal, or of briefs and underwear that show any signs of use, this is a matter of hygiene and safety for all our customers.

If the product is still sealed and you change your mind about the purchase, you have the right to return it within 7 calendar days of receiving it, under Brazil's Consumer Protection Code (CDC), in that case, we refund the full amount, including the original shipping cost, and we'll even generate a free return shipping label. Just contact us at [email protected] to start the process.

Important: this right of withdrawal applies to retail purchases made by individuals within Brazil. If you purchased from outside Brazil, see the specific rules in the International Shipping section.

Can I exchange my product?

If the original packaging is still sealed, yes, you can request an exchange or return within the legal 7-day period after receiving it. Once we receive the product back, it goes through an inspection that can take up to 30 days. Once the packaging is opened, for hygiene reasons we can no longer accept exchanges, so be sure to choose the right size and skin tone before buying! If you have any questions, our team is on WhatsApp to help before you purchase.

How long does it take to get my refund?

Once the return is approved, the refund timeline depends on your payment method: up to 10 business days for credit card or bank transfer, and up to 3 business days for PIX. The amount is always refunded to the same account or card used in the purchase.

What if my product arrives with a defect?

That's a different story: every product carries a 90-calendar-day warranty from the date of receipt against manufacturing defects (Article 18 of Brazil's CDC), in that case, you can request an exchange, repair, or refund, even if the product has already been opened. Normal wear from use, such as lightening, scuffs, small tears, and natural marks from manufacturing (since it's a handcrafted product, slight variation between pieces is expected), doesn't count as a defect. To file a warranty claim, just contact us at [email protected] with photos or videos of the issue so we can sort it out together.

Can I cancel my order?

Before it ships, yes, just let us know as soon as possible at [email protected]. Once your order has shipped, it's already on its way, but that doesn't take away your right of withdrawal (for domestic purchases made by individuals): within 7 days of receiving it, you can request a cancellation, as long as the product is sealed and shows no signs of use. We strongly recommend reviewing your order details carefully before checking out, and our team is always available on WhatsApp for questions before you buy.

I bought from a Transtore partner store or reseller. Can I exchange or return it with you?

In that case, exchanges, returns, and warranty claims need to be handled directly with the store or reseller you purchased from. This return policy applies only to purchases made directly through our official store.

Do you ship internationally?

Yes! We ship worldwide via FedEx, which offers fast, reliable, door-to-door tracked delivery.

I'm an international buyer. Do I need to pay any fees to receive my package?

Possibly. International orders may be subject to import duties and taxes, charged when the package arrives in your country. These additional customs costs are your responsibility, and they vary widely from country to country, we have no control over these fees and can't predict what they'll be. Customs policies vary widely by country, so we recommend checking with your local customs office beforehand.

Do you offer a refund if my package is seized by customs?

Unfortunately, no. If your package is held or seized by your country's customs authority, we're unable to refund the value of the merchandise. It's worth checking your country's import regulations beforehand.

How do customs and import fees work?

These fees are set by the destination country's government, not by Transtore, and can vary based on the order value and product category. For specific questions, it's best to contact your local customs office directly.

How long does it take to ship my order after payment is confirmed?

Once payment is approved, we dispatch your order within one to four business days. We work with ready-to-ship stock; if any item is unavailable, we'll contact you right away.

How can I track my international order?

As soon as we ship your order, you'll receive an email with the FedEx tracking code so you can follow every step of the delivery to your country. Haven't received it by the 5th business day? Check your spam folder, and if you still can't find it, reach out to us at [email protected].

What happens if my package gets lost in transit?

Don't worry: if that happens, we'll send you a new package at no extra cost.

Can I change my delivery address?

Sure! Just contact us before your order ships to update the address. One important detail: changing the country, city, or state may change the shipping cost. Once the order has shipped, we can no longer change the address.

My tracking hasn't updated in days, is that normal?

Yes, that's pretty common! Tracking updates only happen when the package is scanned at a new checkpoint (including customs), so it can take a few days without news. If it stays stuck for too long, email us at [email protected] and we'll take a look for you. It is worth noting that the package may be stopped by customs for inspection and could be held up for several days.

Can I exchange or return an international order?

International orders are not eligible for the right of withdrawal, the 7-day return period under Brazil's Consumer Protection Code applies only to purchases made within Brazil. If the product has a manufacturing defect, you're covered by our 90-day warranty: just contact us at [email protected] with photos or videos of the issue so we can sort it out together.