1) Orders

Q1. Do I need an account to place an order?
No. You can checkout as a guest. Creating an account just makes it easier to view your order history and tracking in one place.

Q2. Can I change or cancel my order?

  • You can change/cancel within 12 hours of placing the order by emailing support@guteestore.com with subject: “Cancel/Change Order – [Order #]”.
  • After 12 hours, the order may already be in fulfillment, so changes are not guaranteed.
  • Once shipped, the order can only be handled via our Return & Refund Policy.

Q3. How do I check my order status?
We will send you a shipping email with tracking once your order is dispatched.
If you created an account, you can also log in to My Account to see the status.

2) Shipping & Delivery

Q4. What are your processing and delivery times?

  • Processing: 1–3 business days (Mon–Sat, GMT+7)
  • Delivery to the U.S.: typically 7–15 business days after dispatch (most arrive in 8–12).
    Delays may happen during peak seasons, weather events, security or customs checks.

Q5. Which carriers do you use?
Orders ship from Vietnam via YunExpress for the international leg 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 at this time.

  • Flat rate: $6.99 per order
  • Note: Shipping fees are non-refundable once the order has been dispatched.

Q7. Where do you ship?
We currently deliver to most U.S. addresses.
We may not be able to deliver to P.O. Boxes, APO/FPO, U.S. territories or certain remote locations. If delivery is not possible, we will contact you.

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

Q9. I entered the wrong address — can you change it?
Email support@guteestore.com within 12 hours.
We can’t guarantee changes after fulfillment starts.
Orders delivered to an address entered incorrectly at checkout aren’t eligible for free refund/replacement. Reshipments are charged at $6.99.

Q10. The parcel seems late or lost — what should I do?
If tracking shows no updates for 7 business days or the parcel has been in transit for more than 20 business days, email us with your order number — we will open an investigation with YunExpress/USPS and offer a resolution.

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

Q12. Taxes & duties
All prices are in USD. Taxes shown at checkout are collected by us. Any import-related assessments (if applicable) may be 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) – bạn không cần tài khoản PayPal để trả.

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

4) Returns & Refunds (aligned with 180-day policy)

Q15. What is your return/refund window?
You have up to 180 days from the delivery date to request a return or refund for most items, as long as the item is new, unused, unwashed, and in original packaging.

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

  • the item is defective/damaged on arrival;
  • we sent the wrong item/size/color/material;
  • the product does not match the description;
  • the parcel is not delivered after a reasonable transit time and the carrier confirms the issue.

Q17. Who pays the return shipping?

  • Customer pays for change-of-mind, ordered wrong size/color, or address-related returns.
  • We pay / we provide a solution when the mistake is on our side (defective, damaged, wrong item, not as described).

Q18. What items are not eligible?

  • items worn/washed/altered;
  • items without original tags/packaging;
  • items marked non-returnable on the product page;
  • returns sent without prior approval (no RMA);
  • orders delivered to a wrong address entered by the customer;
  • requests made after 180 days.

Q19. How do I start a return?

  1. Email support@guteestore.com with subject: “Refund/Return – [Order #]”
  2. Attach photos/videos (if defective/wrong item)
  3. Wait for our approval and return instructions
    👉 Please do not send items back without approval — we use multiple fulfillment locations.

Q20. When will I receive my refund?
We process refunds within 7 business days after receiving and inspecting your return.
Your bank/card may need an extra 3–5 business days to post the funds.
Original shipping ($6.99) is non-refundable once shipped.

5) Products & Sizing

Q21. Are your products made-to-order?
Yes, many of our items are made-to-order / printed on demand to ensure fresh print quality and reduce inventory waste.

Q22. Will the color match exactly what I see on my screen?
We try to display colors accurately, but small variations can occur due to different screens, lighting, or production runs.

Q23. Where can I find size information?
Each product page includes a size chart (inches/cm).
If you are between sizes or prefer a relaxed fit, we usually recommend sizing up.

6) Contact Us

Company: CÔNG TY TNHH GUTEE (GUTEE COMPANY LIMITED)
Business Registration No.: 0111089606
Address: Tầng 2 nhà số 1, Ngõ 102 đường Trần Phú, Phường Mộ Lao, Quận Hà Đông, TP. Hà Nội, Việt Nam
Email: support@guteestore.com
Phone: +84 376 654 996
Support hours: Mon – Sat, 8:00 AM – 7:00 PM (GMT+7)