Frequently Asked Questions

Products & Fit

Are GutsDogCom products handmade?

Many of our pet scarves and accessories are individually cut, sewn, assembled or finished by hand in small batches. Slight differences in stitching, symmetry, decoration, print placement, texture, colour and measurements within the stated reasonable tolerance are part of their handmade character.

These minor differences are not normally defects when they do not materially affect safety, comfort, fastening, durability, overall appearance or normal use. Broken fasteners, unsafe construction, open seams, major damage, missing parts, substantial asymmetry, a material size error or incorrect personalisation caused by us are not treated as normal handmade variation.

Can cats wear your products?

Yes. Many scarf and accessory styles are suitable for both cats and dogs where the listed measurements fit. Always check the individual product page.

How do I choose a size?

Use your pet’s actual measurements and compare them with the product-specific size chart. Visit our Size Guide or send us the product link and measurements by WhatsApp for advice.

Can I exchange for another size?

Eligible full-price, standard-size items may be exchanged once for another available size of the same design and colour within 14 days after delivery, subject to condition, stock availability and the full policy. Personalised, custom-made and Final Sale items are generally excluded. Read our Returns, Size Exchanges & Refunds Policy.

Faults & Order Issues

What happens if an item is faulty, damaged or incorrect?

Contact us as soon as reasonably possible with your order number and clear photographs or video. Where the issue is verified as our responsibility, we will offer an appropriate remedy. If we send a replacement or remake because of a verified fault, transit damage, incorrect item or GutsDogCom error, we pay the standard replacement shipping cost in full.

Do I need to return a faulty overseas item?

For most lower-value international claims, a return is not required. We may request a return for a higher-value item, repeated claim, safety concern or case requiring inspection. Where a claim is valid and a return is reasonably required, GutsDogCom bears the reasonable standard return shipping cost.

Orders & Production

How long do pre-order items take?

Pre-order and handcrafted items normally require 7–14 business days for production before dispatch unless another estimate is shown on the product page. In-stock items are normally dispatched within 2–3 business days after payment confirmation. Courier transit time is additional.

What happens if my order contains in-stock and pre-order items?

The order is normally shipped together once all items are ready unless another arrangement has been agreed.

Shipping & Payment

Where do you currently ship?

Our current core markets are Hong Kong, Singapore, Taiwan and Japan. Available services and the final shipping charge are shown at checkout.

Which currency is used?

Unless checkout states otherwise, prices and payments are processed in Hong Kong Dollars (HKD). Overseas card issuers normally convert the amount into the cardholder’s local currency.

Care & Safety

How should I wash pet scarves and clothing?

Use cold water and a mild detergent. Hand washing is recommended for delicate lace, embroidery, pearl details and structured pieces. Do not bleach or tumble dry; air dry in the shade.

How should pet accessories be used?

Use under appropriate supervision. Check fit and condition before use, and remove an item immediately if damaged, if your pet attempts to chew it, or if it causes discomfort.

Need More Help?

WhatsApp +852 6856 2748 or email guts@gutsdog.com. We aim to reply within 2–3 business days.