Contact us & Support Center

Our prosthetics are handmade with premium platinum silicone (Smooth-On Ecoflex 00-20, 00-35 and Dragon Skin), which is extremely durable when properly maintained. With correct care, water-based cleaning products only and no silicone-based lubricants, your prosthesis will last for years. If the outer skin becomes damaged over time, we offer a skin replacement repair service for €150.

Yes, all models are made with a fully custom skin tone. Simply send us a photo of your forearm in natural lighting, either via WhatsApp or attached to your order, and we will match it as closely as possible.

Our sizing is based on your height:

• Up to 165 cm (5'5"): 11–13 cm (4.3"–5.1")
• Up to 170 cm (5'7"): 14–16 cm (5.5"–6.3")
• Up to 180 cm (5'11"): 17–19 cm (6.7"–7.5")
• Above 180 cm (5'11"): 19 cm (7.5") and above

If you are unsure, contact us via WhatsApp and we will help you find the best fit.

Every prosthesis is handmade to order. Production takes 14 working days before shipment. You will receive your UPS tracking code by email as soon as the shipment is booked.

Contact us directly via WhatsApp for real-time updates, or log into your customer area to check your order status.

Yes. Every order ships in a plain box with no branding or product names on the label.

Tracking codes can take up to 24 hours to activate after the shipment is booked. If after 24 hours the code still shows no movement, contact us via WhatsApp with your order number.

Contact us immediately via WhatsApp or email. If your order hasn't shipped yet we can update the address. Once the package is with UPS we are unable to make changes.

Both options deliver your order, but express shipping handles complex customs situations significantly better. If you are in a country with stricter import procedures, express shipping is the safer choice.

Some countries restrict the import of prosthetics for religious or other reasons. In these cases we coordinate directly with you to ship to an alternative address: a friend, a trusted location, or wherever works best for you. Write to us and we will find a solution together.

Please use the Ticket Form or email us to postsale@ftmshopping.it with your order number and detailed info of the defect. We offer replacement for defective products provided the anti-tamper envelope has not been opened or tampered with.

Take photos immediately and contact us at postsale@ftmshopping.it. We will open an investigation with UPS and find the best solution for you.

Please use the Ticket form or send an Email to postsale@ftmshopping.it with your order number and a photo of what you received. We will arrange a replacement as quickly as possible.

This is usually caused by using silicone-based products or lubricants on the prosthesis or alcohol based soaps. Clean exclusively with water-based products and never use silicone-based lubricants or condoms with silicone lubricants, as they permanently damage platinum silicone.

Unfortunately we are unable to offer refunds on our products. Under EU Directive 2011/83/EU and UK Consumer Contracts Regulations 2013, the right of withdrawal does not apply to goods that are clearly personalised or custom-made. Every prosthesis we produce is entirely custom: skin tone, anatomical details, veining and any other aspect are made specifically for you and cannot be resold or reassigned to another customer.

Yes. Contact us via chat first to coordinate: in more complex cases a transfer can take up to 2 weeks to arrive, but we can use that time to start production as soon as you send us payment documentation. We also occasionally accept alternative payment methods such as Wise, WeChat, and in specific cases Criptocurrencies or other methods: as long as they are legal in your country, write to us and we will do our best to accommodate. Helping people manage dysphoria matters more to us than the payment method.

Check your spam folder first. If the confirmation email is not there, contact us via WhatsApp with the email address used at checkout and we will verify your order manually.

Your payment will appear as YTC on your bank or card statement. The name does not reference transgender or FTM in any way.

Yes. All payments and personal data are processed exclusively through PayPal and Stripe, two of the most secure and widely used payment platforms in the world. We do not store your card details directly.

You can request a cancellation by contacting us immediately via WhatsApp or email. If production has not started yet we can cancel and refund your order. Once production has begun, cancellation is no longer possible. Refunds are processed within 5–10 business days depending on your payment method.

We evaluate deferred payments on a case-by-case basis for people facing genuine financial difficulties. We prefer to help fight dysphoria rather than turn anyone away for economic reasons.

That said, we never ship without at least 50% upfront, and missed payments are subject to statutory interest and legal costs under Italian Legislative Decree 231/2002.

The easiest option is PayPal Pay in 3: three interest-free installments, and we ship as soon as PayPal confirms. If it's not available on your account, it may be because you have a Business account (Pay in 3 is personal accounts only). Contact PayPal directly for details.