1) Orders & Accounts

Q1. Do I need an account to place an order?
No. You can checkout as a guest. Creating an account lets you view order history and tracking in one place.

Q2. Can I change or cancel my order?

  • Orders cannot be modified once placed.
  • You may cancel within 3 hours of purchase; there is no cancellation fee.
    → Email support@guteestore.com with subject “Cancel Order – [Order #]”.

Q3. How do I check my order status?
You’ll receive a shipping email with a tracking link. You can also log in to My Account (if created) to view status.

2) Shipping & Delivery

Q4. What are your processing and delivery times?

  • Processing: 1–3 business days (Mon–Sat, GMT+7).
  • Delivery (contiguous U.S.): Typically 7–15 business days after dispatch (most arrive in 8–12). Timelines may extend due to customs, weather, or peak seasons.

Q5. Which carriers do you use?
Orders ship from Vietnam via YunExpress (international line-haul) and are delivered in the U.S. by USPS (last mile).

Q6. Do you offer free shipping? What is the cost?
We do not offer free shipping. The flat rate is $6.99 per order. Shipping fees are non-refundable once dispatched.

Q7. Where do you ship?
We currently deliver to the 48 contiguous U.S. states. We do not ship to PO Boxes, Alaska, Hawaii, U.S. territories, or APO/FPO addresses.

Q8. Why doesn’t my tracking update right away?
YunExpress tracking may take 24–72 hours to activate. After USPS receives the parcel, USPS scans will appear.

Q9. I entered the wrong address—can you change it?
Contact support@guteestore.com within 12 hours of ordering. We cannot guarantee changes once fulfillment begins. Orders delivered to an incorrect address entered at checkout aren’t eligible for refund/replacement.

Q10. The parcel seems late or lost—what should I do?
If tracking shows no updates for 7 business days, or your parcel exceeds 20 business days in transit, email us with your order number. We’ll investigate with YunExpress/USPS.

Q11. Will my order ship in multiple packages?
Yes, items may ship separately to speed up delivery. Each parcel has its own tracking number.

Q12. Taxes & duties
All prices are in USD. Any import-related assessments (if applicable) are the customer’s responsibility.

3) Payments

Q13. What payment methods do you accept?

  • PayPal
  • Debit/Credit Cards via PayPal Guest Checkout (Visa, Mastercard, American Express, Discover) — no PayPal account required.

Q14. Is checkout secure?
Yes. The site uses SSL/HTTPS. Payments are processed by PayPal (PCI-DSS compliant). We do not store card details.

4) Returns & Refunds (aligned with our 30-day policy)

Q15. What is your return/refund window?
You have 30 days after delivery to request a return or refund for most items, including change-of-mind returns when the item is new, unused, and in original packaging with all tags/accessories.

Q16. When am I eligible for a refund?
We refund when:

  • The item is defective/damaged on arrival;
  • The wrong item/size/material was sent;
  • The product does not match the description;
  • The item is not delivered within 30 days from dispatch (carrier-verified).

Q17. Who pays return shipping?

  • Customer pays return postage for change-of-mind or preference returns.
  • If the issue is our fault (defective/incorrect/not as described), we cover reasonable return shipping costs or offer an alternative resolution.

Q18. What items are not eligible?
Worn/washed/altered items; items without original tags/packaging; orders with incorrect/incomplete addresses provided by the customer; items marked non-returnable; returns sent without prior authorization (RMA).

Q19. How do I start a return?

  • Email support@guteestore.com within 30 days of delivery with subject “Refund/Return – [Order #]”.
  • Attach photos and a brief description.
  • Wait for approval and RMA instructions. Do not return items without prior approval.

Q20. When will I receive my refund?
Within 7 business days after we receive and inspect your return. Your bank may need an additional 5–7 business days to post funds.

5) Products & Sizing

Q21. Are your products made-to-order?
Yes—unless stated otherwise. This helps ensure fresh print quality and reduce waste.

Q22. Will the color match exactly what I see on my screen?
We try to display products accurately, but colors may vary slightly due to device settings, lighting, or production runs.

Q23. Where can I find size information?
Each product page includes a size chart (inches/cm). If you’re between sizes, we generally recommend sizing up for a relaxed fit.

6) Contact Us

Company: CONG TY TNHH GUTEE (GUTEE COMPANY LIMITED) — Business registration number: 0111089606
Address: Tầng 2 nhà số 1, Ngõ 102 đường Trần Phú, Phường Mộ Lao, Quận Hà Đông, Thành phố Hà Nội, Việt Nam
Support Hours: 8:00 AM – 7:00 PM (GMT+7), Monday – Saturday
Email: support@guteestore.com
Phone: +84 376 654 996