GutsDogCom Help Center

Find quick answers about sizing, handmade products, shipping, exchanges and product care. For personal assistance, WhatsApp +852 6856 2748 or email guts@gutsdog.com.

Size & Measurement

How do I choose the correct size?

Use your pet’s actual measurements rather than the size worn in another brand. Check the size chart on each product page because different designs may fit differently.

Which measurements should I provide?

• Neck: where the collar or scarf will sit.
• Chest: around the widest part behind the front legs.
• Back length: from the base of the neck to the base of the tail.
• Weight: as an additional reference.

Handmade Products

Why can two scarves look slightly different?

Many pieces are individually cut, sewn, assembled or finished by hand. Slight differences in stitching, symmetry, decoration placement, print position, texture, colour and measurements within the stated reasonable tolerance may occur.

These are normal only where they are minor and do not materially affect safety, comfort, fastening, durability, overall appearance or intended use. Serious stitching failure, broken fasteners, unsafe construction, missing parts, major damage, substantial asymmetry, a material size error or an error caused by us is not treated as a normal handmade characteristic.

Production & Shipping

• In-stock: normally dispatched within 2–3 business days.
• Pre-order / handcrafted: normally require 7–14 business days before dispatch unless another estimate is shown.

Our current core markets are Hong Kong, Singapore, Taiwan and Japan. Read Shipping & Delivery for current rates.

Returns & Remedies

Can I exchange a standard-size item?

Eligible full-price, standard-size items may be exchanged once for another available size of the same design and colour when requested within 14 days after delivery and returned unworn, unwashed, unused, tagged and free from pet hair, stains or odours.

What if the item is faulty, damaged or incorrect?

Contact us as soon as reasonably possible with your order number and clear photographs or video. Once verified, we will arrange an appropriate remedy. Where a replacement or remake is required because of a verified fault, transit damage, incorrect item or GutsDogCom error, GutsDogCom pays the standard replacement shipping cost in full.

For most lower-value overseas claims, the original item does not need to be returned. Read the full Returns, Size Exchanges & Refunds Policy.

Product Care & Safety

• Use cold water and a mild, pet-safe detergent.
• Hand wash delicate and structured accessories.
• Do not bleach or tumble dry.
• Use pet accessories under appropriate supervision.
• Remove immediately if damaged, chewed or causing discomfort.