Customer Service + Frequently Asked Questions
Need to get in touch? Please use our handy contact form, and you'll hear from us soon, we check our email about a million times a day and strive to respond within 24 hours!
How Do I Return/Exchange These Guts?
We always want you to be happy. If you don't like your guts, we will happily offer you a full refund. We will also happily exchange your guts for a different size or style (when available) of equal value if you are not satisfied with your guts. Just write us a note about what you need, send it (via first class mail with delivery confirmation is the cheapest trackable shipping method):
I Heart Guts
We will promptly refund your money once we receive the return!
If it is an exchange, we will also need $6 bucks (please pay via PayPal or check, we do not keep your credit card information on file) for domestic return shipping because, hey, let's face it, we're not made of money, we're made of guts. The cost for international returns varies, so please contact us with questions. We're so sorry, but stinky, washed and/or used merchandise cannot be returned or exchanged.
All domestic packages sent via USPS Priority Mail with delivery confirmation for tracking sent via email. Packages generally take 3-5 business days to ship, sometimes sooner. If you don't get an email with tracking info a few days after your order, please check your spam folder; our messages lurk in there sometimes. We cannot be held responsible for shipping to an incorrect address. International packages are sent via USPS Global Priority Mail; it usually takes 7-10 business days. We do not pay customs fees, please be aware there may be additional costs to your international package, and additional waiting time as your guts pass through customs.
Express Shipping Policy
I am very sorry, but we do not offer express or expedited shipping. If you need guts fast, please find a gutsy outlet near you. I Heart Guts is not responsible for packages lost by the USPS or packages snatched by bandits.
How Much Does Shipping Cost?
To determine shipping costs for your area, please place the desired gut in your shopping cart. Next, enter your address in the window, click on the "update" button, and viola! Be sure to click "update" again if you add more guts to your order, as the weight may change.
Private eyes. They're watching you. Watching your every move. But we're not. We hate spam as much as you do (and believe me, we get truckloads). Just because you've purchased something online shouldn't mean you have suddenly sold your soul to the gods of advertising, which is why we never share, sell or use your email or name for anything unless you sign up for our dorky newsletter, which, quite frankly, we almost never send out anyway.
Frequently Asked Questions
How do I find the right size t-shirt?
If you are not familiar with American Apparel tees, please know that these shirts are cut extra slim and are smaller than regular tees. Please make sure you get the right size by consulting American Apparel's fit guide before ordering, visiting an American Apparel store to find your size, or ordering one size larger than your normal size if you prefer a looser fit.
Why Don't You Have a Phone Number? I Want To Talk.
How quickly can I get my guts?
We ship via USPS Priority Mail three times a week. Processing and shipping takes about 3-5 days for domestic orders, 7-14 days for international (sometimes longer with customs). Sadly, we no longer offer overnight or expedited shipping, sorry!
Why don't you have express overnight shipping? I really need my spleen RIGHT NOW!
We know that people often need their guts really fast, sometimes because someone special is in the hospital. Seeing as plush organs are a non-essential part of excellent medical care, we cannot run our business like an emergency room and still stay sane (and you want us to be sane, don't you?). Your loved one can still appreciate your gift in recovery. Be happy that he or she is in the hands of an excellent medical professional.
How much is shipping?
To determine shipping costs for your area, including international orders, please place the desired gut or guts in your shopping cart. Next, enter your country and/or address, click on "update" and viola! Be sure to hit "update" again if you add more guts.
I only want one pin. Why do I have to pay $7 to ship it?
We ship everything via USPS Priority Mail so your guts will get to you quick, and they charge us a certain rate up to a pound. So whether there's a feather or a one-pound lead ingot inside the envelope, they don't care, it's still gonna be $7. Same goes for guts.
Do you ship to my country?
Yes, we do. Please place your desired guts in your shopping cart and select "update" for a quote (be sure to hit update again if you add guts). Customs fees may apply and are not included in the cost for shipping and handling. If your country is not listed it's either because it has not yet been entered into our shipping system or we've lost a bunch of packages sent there and it would cost an arm and a leg and an illegally traded gallbladder to get it sent down there via FedEx.
Why does it cost so much to ship to Canada?
We know international shipping costs are an especially big bummer to our Northern pals, but here's why it's expensive: we ship Priority Mail so that we can keep track of your package, and it costs more than First Class mail, which cannot be tracked internationally. Sorry! Yes, we know, other companies charge less for shipping elsewhere on the web. Yes, we know, they are on Etsy. We like keeping an eyeball on our shipments.
How can I pay for my guts?
We accept Visa and MasterCard only. We apologize, but we do not accept American Express, Discover, Paypal, Wampum, arms and legs, or Monopoly money. Sorry!
My guts are gifts -- do you include receipts inside your packages?
No. We include a packing slip with every order so the recipient will know who the gut is from and how to return it if the gut is not desirable. Don't worry, prices are not included on the packing slip, so no one has to know how little or how much you spent on 'em.
Do you gift wrap?
Nope, sorry about that! We do offer a gift bag with tissue paper, though. Wanna see it?
Where do the guts come from?
We don't like to name our secret sources, but let's just say the retired members of Fraggle Rock have been really generous organ donors. Seriously, though, all our plush friends were dreamed up in California and made in China.
Why are your plush toys made in China, why can't they be made in the US?
We first searched here in the US for a manufacturer, but the costs were so prohibitive that we were concerned about passing those costs on to our customers. Very few people want to pay $50-$75 for a plush toy and that's about what a U.S.-made plush will cost. Also, I am personally a lousy seamstress and if I made them myself they would look like hideous cabbages with arms and it would cost $150. Trust me, no one would want one. It would be really nice if our books, cell phones, computers and a million other things we enjoy were all made here in the US. We are confident that our sources in China are treated well, paid a decent wage, and they do an excellent job. Keep in mind that our plushes are made by actual real human beings, not evil robots.
How can I make my own toys?
Read my advice here.
Do you have anything made in the US?
Will I like these guts?
Have any celebrities bought guts?
Gonzo called us one time when he needed a kidney transplant, but the blood types didn't match, so it didn't work out for him, poor thing. We have successfully transplanted livers into a few other Muppets who would like to remain anonymous. Let's just say a certain plush lady pig should lay off the martinis.
Can I get cash for these on the black market?
Don't quit your day job.
I left my heart in San Francisco -- can I get another one?
Check our store list.
Can I re-enact my favorite "Grey's Anatomy" episodes with plush toys?
Sure! But the pancreas always insists on being Dr. Derek Shepherd and the brain always wants to be Dr. Cristina Yang, so good luck competing with those two.
What am I, chopped liver?