Help Center
Hello, fellow pet parents! To ensure your furry companions look stunning, feel completely comfortable, and look perfect in every photo, we’ve compiled a list of our most frequently asked questions.
If you can't find what you're looking for, please don't hesitate to contact us via the WhatsApp widget at the bottom right of our website or email us at vitapetsystem26@gmail.com.
📏 Size & Measurement Guide
Q1. This is my first time buying from Gutsdogcom. How do I choose the right size?
Every fur baby’s body shape is unique (e.g., Corgis have longer bodies, Pugs have thicker necks). Please always rely on "actual physical measurements" rather than buying based on sizes from other brands (e.g., assuming your pet is always an 'S' or 'M').
A detailed size chart is available on every product page. Please select the size closest to your pet's actual measurements.
Q2. How do I measure my cat or dog correctly?
When measuring, please have your pet stand on all fours on a flat surface. Use a soft measuring tape and fit it snugly against their fur **without adding extra slack yourself:
Neck Circumference: Measure around the thickest part of the neck (near the base of the shoulders).
Chest Circumference: Measure around the widest and deepest part of the chest, right behind the front legs. (This is the most critical measurement—whether a garment fits depends mostly on the chest!)
Back Length: Measure along the spine from the base of the neck (between the shoulder blades) to the base of the tail.
💡 Pro-Tip: For pets with extra fluffy coats (like Pomeranians, Bichons, or long-haired cats), gently press down the fur while measuring.
Q3. My pet has a unique body shape. Do you offer custom sizing?
Yes, we do!** Because all Gutsdogcom apparel is proudly handcrafted in Hong Kong, we can accommodate custom adjustments. If your pet’s chest and back length fall into completely different size brackets, or if you have an unconventional pet (like bunnies, ferrets, or giant breeds), please reach out to our customer service before placing your order. We can provide bespoke size tailoring for your pet.
Q1. Why are many items listed as "Pre-order"?
To guarantee the highest quality, intricate detailing, and skin-friendly comfort, Gutsdogcom refuses mass factory assembly lines. Our collections (especially Japanese Yukatas, festive costumes, and delicate lace scarves) are 100% meticulously sewn by local artisans in Hong Kong, made with love. Many premium fabrics are imported and highly limited—once sold out, they are gone for good.
Q2. How long will it take for my order to ship?
In-Stock Items: Dispatched within 2-3 business days after order confirmation.
Pre-order / Handcrafted Items: Since each piece is tailored upon order, our standard crafting turnaround time is 7 to 14 business days (excluding public holidays). During major holiday seasons (such as Lunar New Year or Christmas), production times may be longer. We highly recommend ordering in advance to avoid disappointment!
Q1. What shipping methods do you offer, and how much is shipping?
We primarily partner with SF Express for fast and secure deliveries across Hong Kong, utilizing their vast network of pick-up points:
Hong Kong Local: Supports SF Delivery to Door / SF Smart Lockers / SF Store Self-pickup. Enjoy FREE shipping on orders over HKD 400! For orders below HKD 400, a flat shipping fee of HKD 30 applies (or shipping fee collect on delivery).
Macau Region: Delivered via SF Express. FREE shipping on orders over HKD 00.
Q2. Do you ship to Taiwan and international destinations?
Yes, we ship globally!
Taiwan: Shipped via SF Express (requires recipient's ID verification via Taiwan Customs' EZ WAY App).
International (UK, Australia, Canada, USA, etc.): Shipped via Hong Kong Post Vantage (e-Express) or DHL Express. International shipping rates are calculated automatically at checkout based on weight, or you can contact our team for the most competitive shipping quote.
🔄 Returns & Exchanges
Q1. The item I received doesn't fit my pet. Can I exchange it?
We completely understand the anxiety of buying clothes for your pets online. To give you peace of mind, we offer a "14-Day Fit & Size Guarantee":
Eligible Exchanges: We only accept size exchanges for the exact same item/style. The item must be in brand-new condition: unwashed, unworn, tags attached, completely free of pet hair, stains, or odors, and must not affect secondary sales.
Shipping Fees:** Unless the exchange is due to a product defect, the customer is responsible for all round-trip shipping costs.
⚠️ Important Note:"Bespoke custom-made sizes" and "Items ordered for specific holidays once that holiday has passed (e.g., Lunar New Year clothing after Day 1 of CNY, or Halloween outfits after Oct 31)" are strictly non-returnable and non-exchangeable.
Q2. What should I do if I receive a defective or incorrect item?
We are so sorry! Although we strictly inspect every item before it goes out, slip-ups can happen. Please take a photo of the item and contact us within 48 hours of receipt. We will arrange an immediate replacement or a full refund at absolutely zero cost to you—all return shipping expenses will be fully covered by Gutsdogcom.
🧼 Washing & Care Instructions
Q1. Can handcrafted pet clothes be machine-washed?
To protect our delicate laces, pearl buttons, Japanese embroidery, and the overall structural shape of the garments, we highly recommend gentle hand washing.
Use cold water and a mild, pet-safe laundry detergent to gently press-wash the fabric.
Never twist or wring aggressively, and do not use a tumble dryer (heat will cause pure cotton and premium Japanese fabrics to shrink or warp).
Lay flat or hang in a shaded area to air dry. If wrinkles occur, you may use a low-temperature garment steamer** over a protective cloth to gently iron it flat.