1. What is your return policy?
We accept returns or exchanges for defective or damaged items only. Since our products are made on demand, we cannot accept returns for buyer’s remorse or incorrect sizing. Please consult our size charts carefully before ordering.
2. Why is your return policy so strict?
At Gilu, we understand that in the U.S., returning purchases is often quick and hassle-free. However, our return policy is shaped by a unique business model that balances high-quality products, ethical sourcing, and a deep commitment to supporting cat rescue efforts. Here’s why:
A. We prioritize giving back.
A significant portion of our profits—15% of every sale—goes directly to GiluFunds to support vital programs like TNVR (Trap-Neuter-Vaccinate-Return), veterinary care, and rescue initiatives. This mission is central to who we are, and every purchase helps us make a difference in the lives of cats in need.
B. Our products are made on demand.
We partner with two trusted Print-On-Demand platforms, to fulfill our orders. This means each item is custom-made when you place your order, which helps us reduce waste and align with sustainable practices. However, these platforms do not accept returns unless the product is damaged or defective, limiting our ability to offer flexible return options.
C. We are a growing business.
As a new company, we are building a foundation that allows us to prioritize quality and mission-driven impact. While we currently have limitations, our goal is to grow and improve, and we deeply appreciate your patience and understanding as we work toward that future.
We encourage our customers to shop thoughtfully, taking time to review size charts and product descriptions to ensure the best possible experience. Your support means the world to us—not just as customers, but as partners in our mission to improve the lives of cats in need. Thank you for being part of the Gilu community and helping us make a positive impact!
3. How do I initiate a return or exchange?
Contact our customer service team at [email protected] within 14 days of receiving your item to begin the return process. Include a photo of the defect or damage.
4. What if my item arrives damaged or incorrect?
If your item is defective or incorrect, please contact us immediately at [email protected] with photos of the issue. We will work to resolve the problem promptly.
🐾 Shipping & Delivery FAQ – How Shipping Costs Are Calculated
At GiluCats, we want your cat-inspired goodies to arrive safely—without any surprises at checkout! Our shipping fees are based on the type of item in your order. Here’s how it works:
| Item Type | Shipping Fee (added to base rate) |
|---|---|
| Apparel (T-shirts, Tanks, Muscle Shirts), Totes & Garden Flags | No extra fee |
| Mugs & Hats | +$1.50 |
| Towels | +$3.00 |
| Phone Cases & Accessories | +$1.00 |
| Other Specialty Items | Varies* |
**Base Rate:** $4.00 flat per order, no matter how many items you buy
**Total Shipping = $4.00 + the cost of each product type in your cart
📦 Example Orders
- One Shirt + One Mug
- $4.00 (base) + $1.50 (mug) = $5.50 total shipping
- Two Mugs + One Towel
- $4.00 (base) + $1.50 (mug) + $3.00 (towel) = $8.50 total shipping
- Three Shirts
- $4.00 flat rate. No extra fees.
💡 Why This Approach?
- Every item is made to order and shipped directly from our production partners
- Some items (like mugs or towels) cost more to ship due to weight or packaging
- This method keeps things fair and transparent, and helps us donate 15% of every sale to support cat rescue efforts
✨ Free Shipping?
We’re working toward offering free shipping on orders over a certain amount! Stay tuned or sign up for our newsletter to be the first to know.