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returns

Thank you for supporting guitos™—a hard-working, values-forward, small family brand—and a growing community of connection and joy! We proudly use a made-to-order approach for most of our goods. Why? Because we care about our planet, and this model minimizes overproduction and waste.

Our goal is to provide you quality products that bring big joy. We expect your items to arrive in great shape. In the rare event that one does not, we'll move to make it right.

Please note: As a small business and made-to-order brand, we do not offer cash refunds, but we gladly offer free replacements or shop credit exchanges in most circumstances.

⚠️ First Step for All Returns & Exchanges ⚠️

In all cases, you must email us at info@guitos.shop, put your Order # in the subject line, and wait for our confirmation reply before returning items. Please find the most appropriate scenario below of the four (4) listed and include the requested information in your email.

Do not mail items to the return address listed on your package. We cannot process or honor returns/exchanges sent without prior email authorization.

1. Damaged, Defective, or Misprinted Items

  • What to do: Email us at info@guitos.shop within 14 days of delivery. Please include:
    • 1–2 clear, well-lit photos of the damage or print defect.
    • A 3-second video clip showing the issue.
    • A clear, flat photo of your original packing slip showing the barcode and order details.
  • Who pays for shipping? guitos™ covers 100% of the cost. Once your photo/video evidence is verified and approved, we will manufacture and ship your replacement item 100% free of charge. (If a physical return is requested to complete your claim, guitos™ will provide a pre-paid shipping label at no cost to you, and your replacement will be processed upon receipt of the returned item.)
  • Warm Reminder: Due to variations in production batches, machinery and equipment, and of course the working of well-meaning but imperfect human hands, there are occasionally very minor color, print positioning, and other issue with items or artwork that may not be considered damaged/defective/misprinted (e.g. a stray thread that needs to be cut). These can be difficult to avoid and are considered normal phenomena, so thank you for your understanding and reasonable-human tolerance allowance.

2. Received the Wrong Item

  • What to do: Email us at info@guitos.shop within 14 days of delivery. Please include:
    • 1–2 clear, well-lit photos of the incorrect item you received.
    • A 3-second video clip showing the incorrect item.
    • A clear, flat photo of your original packing slip showing the barcode and order details.
  • Who pays for shipping? guitos™ covers 100% of the cost. Once your photo/video evidence is verified and approved, we will manufacture and ship the correct item 100% free of charge. (If a physical return is requested to complete your claim, guitos™ will provide a pre-paid shipping label at no cost to you, and your replacement will be processed upon receipt of the returned item.)

3. Clothing Fit / Size Exchanges ("Second Chance" Policy)

We know buying apparel online can be tricky! We do offer a "second chance" sizing exchange.

  • What to do: Email us at info@guitos.shop within 14 days of delivery to request a different size. Original items must be returned to us in unused, unwashed, and original condition.
  • Who pays for shipping?
    • The Return: The customer is responsible for the shipping costs to mail the original item back to our designated exchange address.
    • The Replacement: Once we physically receive and inspect your returned item, guitos™ will cover 100% of the shipping costs to send your new size out to you. (Please note we can only offer this courtesy exchange once per item.)

Please note: Due to health, hygiene, and safety regulations, certain items are strictly final sale and cannot be returned or exchanged for sizing issues. This includes all beverage and food containers (mugs, tumblers, water bottles, lunch bags, etc.), neck gaiters/face masks, swimwear, and bodysuits. (Rest assured, if any of these items arrive damaged, defective, or incorrect, they are 100% covered for a free replacement under Sections 1 and 2!)

4. Change of Mind / Product Selection Exchanges

If you simply aren't in love with your product selection (e.g., wishing you went with a short-sleeve instead of a long-sleeve):

  • What to do: Email us at info@guitos.shop within 14 days of delivery. Original items must be returned to us unused, unwashed, and in original condition with tags/packaging attached.
  • Who pays for shipping? For change-of-mind exchanges, the customer is responsible for all return shipping costs. Once we physically receive and inspect the returned item, we will issue you a promo shop credit for the original purchase price paid to choose something you like better!

Please note: Due to health, hygiene, and safety regulations, certain items are strictly final sale and cannot be returned or exchanged for change-of-mind issues. This includes all beverage and food containers (mugs, tumblers, water bottles, lunch bags, etc.), neck gaiters/face masks, swimwear, and bodysuits. (Rest assured, if any of these items arrive damaged, defective, or incorrect, they are 100% covered for a free replacement under Sections 1 and 2!)

Shipping & Delivery Exceptions

  • Lost in Transit: If your package is lost, please email us within 14 days of the estimated delivery date, and we will do our best to help track it down or find a solution.
  • Delivered but Missing: If tracking shows "delivered" but you cannot locate it, contact us immediately. While we cannot accept financial responsibility for stolen mail, we will help you investigate the delivery data.
  • Address Accuracy & Returned to Sender: It is the customer's responsibility to provide a secure, accurate, and complete shipping address at checkout. Guitos LLC is not financially responsible for packages that are lost, misdelivered, or returned to sender due to customer error (including but not limited to: incorrect/incomplete addresses, missing apartment/suite numbers, invalid names, or unsafe delivery locations). In these circumstances, guitos™ cannot bear and will not cover the cost of replacement merchandise or free re-shipping. If an item is returned to us and can be recovered, the customer is responsible for the shipping fees required to re-ship the order.

To ensure a fair experience for our community and protect our small business, all returns and exchanges are subject to verification of product condition upon receipt. Guitos LLC reserves the right to decline exchange requests that do not comply with our stated policy terms...or that otherwise smell fishy.

Thank you again for supporting guitos!