Instant Answers To Your Burning Questions!
Get fast answers to common questions without waiting:
- Where is My Package/Tracking Number?
- How Long Does Shipping Take?
- How Much Does Shipping Cost?
- Do You Ship To My Country?
- Can I Add Something to My Order?
- Can I Change the Shipping Address?
- Return and Exchange Questions
- It's a Gift -- Do You Include Prices? (spoiler alert: no, only gift receipts)
- Do You Offer Bulk Prices?
- Do You Do Custom Orders? (spoiler alert #2: no)
- Non-Profit and Fundraiser Questions
- How Can I Make Plush Toys?
Still need to get in touch? Please use our handy contact form, we strive to respond within 24 hours during the week (it might a little longer on the weekend, we are only human after all). Read on for more insta-fabulous answers:
Thanks for your order! If your package seems to be taking longer than expected, call 800-ASK-USPS with your tracking number (in your shipment tracking email from us) and they can help you locate your parcel. FedEx help can be found at 800-GO-FEDEX.
If you got an email that says the package was delivered, yet the guts are not there, then it's time for you to become... Guts Detective! Pretty please check all possible delivery locations, such as a side door, back door, front porch, back porch, dog house, doorman, mailroom, parcel locker, under your doormat, and yes, your mailbox, etc. If the package is a gift, please let the giftee know to look for it in these "creative" locations. Packages are occasionally delivered to the wrong address or mailbox -- please check with your mailman and/or neighbors, they might have it or bring it by soon. Sometimes a well-meaning-yet-forgetful roommate/family member will take in your package (or pickup notice or parcel locker key) inside and accidentally bury your guts under a pile of stuff -- so check with your loved ones, too! It might be right under your nose.
If you did not get a tracking confirmation or order email from us, or need additional help finding your guts, please let us know so we can help. We want you to get your guts, too!
Packages sent Priority Mail within the U.S. take 3-5 business days, First Class and Standard Post within the U.S. take 5-15 business days. We also offer U.S. FedEx Standard Overnight (Mon.-Thursday only, 3pm PST cutoff time) and FedEx 2-Day (Mon.-Thurs. only, 3 pm PST cutoff) is 2 business days -- if you need it faster please visit Amazon for robotically fast shipping. International packages are sent either USPS First Class, Priority Mail, or Express Mail depending upon location -- the package is then handled by your local post service; First Class International takes about 15-30 days plus time for customs review, international and Global Priority Mail packages take 7-15 business days. Please note we do not ship on the weekends, so ship times may be longer if you order late Friday.
Calculate your shipping costs by putting guts in your shopping cart, and then visiting the cart page (the link is at the top right-hand side). Get a quick estimate by entering your country, state and zip code and click on "calculate shipping." Be sure to check again if you add more guts to your order, as the weight may change.
Only if the order has not yet shipped! Please contact us with the updated shipping address as soon as humanly possible. We want the guts to get to the right place, too!
We'd be happy to add more guts to an existing order that has not yet shipped. You need to do two things: immediately place a second order (we don't keep payment info on file for your security) and then email us to combine shipments. We will refund any shipping overpayment back to your credit card.
Find your shipping costs by putting guts in your shopping cart, and then visiting the cart page (the link is at the top right-hand side). Get a quick estimate by entering your country, state and zip code and click on "calculate shipping." Customs/VAT fees are not included in the cost for shipping and handling -- we cannot guarantee that you will or will not be charged customs fees. If your order is worth over $20, there are almost always customs charges, please use this customs duty calculator before you shop. You are responsible for paying customs charges, they will not release your package to you without payment. 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. Try checking our stores list to see if you can get guts locally.
We are phasing out shirts on our site, but you can get almost any organ/size/color combo over at the I Heart Guts T-shirt shop on Threadless! We even have baby and kid tees, sweatshirts and tank tops, so check it out.
If you don't like your guts, we will happily offer you a refund. Please send returns via first class mail with delivery confirmation (the cheapest trackable shipping method):
I Heart Guts
12831 Muscatine St
Pacoima, CA 91331
Contact us with the tracking number so we can keep an eyeball on it. We will promptly refund your money once we receive the return!
Packages sent within the United States are sent via USPS First Class or Priority Mail with delivery confirmation for tracking sent via email. 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. Visit our stores list to see if a shop near you can supply your guts faster and cheaper than we can! I Heart Guts is not responsible for packages lost by the USPS or packages snatched by bandits. If you are having trouble finding your package, please call 800-ASK-USPS for help.
Depending on location, international packages are sent either USPS International First Class, Global Priority Mail, or Express Mail. International and Global Priority Mail packages take 7-10 days, First Class International takes about 15-30 days plus the package may spend some time in customs review. We do not pay customs fees, please be aware there may be additional costs to your international package, please consult your local customs branch to ask about fees on products coming from the US, or use this handy Customs Duty Calculator before you buy. Shipments from USPS will ultimately be handled your local postal service (Royal Mail, Canada Post, etc.), please contact your local branch for help.
Express Shipping Policy
We know that people often need their guts really fast, sometimes because someone special is in the hospital. We do offer FedEx Standard Overnight and FedEx 2-day Service Monday-Thursday, daily cutoff time is 3pm. You can also order I Heart Guts with Amazon Prime for extra-speedy service.
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.
Other Frequently Asked Questions
Why don't you have a phone number? I want to talk.
Believe me, email is the best and fastest way to get in touch, I check my email about a million times a day (sometimes a little less on the weekends, I am only human), use our contact form to get in touch right away. We try to respond in 24 hours or less.
I really need my spleen RIGHT NOW!
We now offer FedEx two-day, but we understand sometimes that is not fast enough when someone important 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 when they are in a MRSA-free environment. Be happy that he or she is in the hands of an excellent medical professional. We are only human.
I only want one pin. Why do I have to pay so much to ship it?
We offer First Class (cheap and slow), USPS Priority Mail (fast and only slightly more) and FedEx (costly, but it will get there FAST). If you don't want to pay that much, get first class shipping if it's available. But be prepared to wait.
We accept Visa, MasterCard, American Express, and Discover only. We apologize, but we do not accept Paypal, Bitcoin, Dwolla, 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, payment information and prices are not included on the packing slip, so no one has to know how little or how much you spent on 'em.
Can I include a gift message?
Yep! Your note will appear on the packing slip.
Do you gift wrap?
Nope, sorry about that!
Of course! Please help us help you by giving us a confirmed up-to-date address for the gift recipient. You have your best friend's phone number, email address, Twitter handle, Whatsapp info, and latest Facebook status… but do you have his or her latest address? If you're like me, your physical address book is hopelessly outdated and hasn't been updated since 2005. We want your guts to go to the right place, and so do you.
Yes, we do! Our bulk rates for plush or pins are as follows: 10% off 10-24 plush or pins, 15% off 25-49 plush or pins, 20% off 50-99 plush or pins, 25% off 100-199 plush or pins, 30% off 200-499 plush or pins, 40% off 500 +or more plush or pins. Contact us with what you want and we will whip up a bulk rate coupon for ya. If you are interested in 200+ I Heart Guts buttons or 50+ magnets, you can qualify for wholesale prices over at Badge Bomb.
Do you do custom orders?
Sometimes, but only for 1,000 pieces and up. Contact us if you want to chat more.
Can you embroider the plush with my logo?
Only for 1,000 pieces and up. Write us a nice note and we'll talk.
Do you make these in smaller or bigger sizes?
We would love to offer multiple sizes someday, so keep checking back.
Can I wash my plush organ?
Yes! We recommend wiping clean with a warm cloth and gentle soap and line-drying, but if you've got a truly filthy organ on your hands, try machine washing on gentle cycle with a mild detergent and dry on low (to avoid melting the polyester stuffing). I did successfully wash and dry my uterus recently and she still looks great!
Can I disinfect my organ?
It's impossible to completely clean a plush toy. Because transplant patients often have compromised immune systems, we recommend waiting until your loved one is out of the nasty confines of the germy hospital before gifting the gut, just to be on the safe side. We hope one day to make a wipe-offable version, but that's a long way away.
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 do they cost so much? I want to collect them all!
We are not Mattel or Hasbro — they make a million toys at a time and can therefore get their prices really low, which is great for you, the consumer. We are a small, weird organ company that makes just a few hundred of each gut at a time. Our plushes are super high quality, super soft, super awesome and made in small batches because we are a small company. When things are well made, they cost a bit more. When people are paid a fair wage to make something, that also costs more. Our craftsmen in China are treated well, paid a decent wage, and they do an excellent job. We believe they deserve to be paid well for their work. The organs also come with a little booklet that explains what the organ does — educational value! If you’d like to start a collection, we recommend our gutsy sticker set, comprising 15 awesome organs!
Why are your plush toys made in China, why can't they be made in the U.S.?
We first searched here in the U.S. 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 sewn by actual real human beings with lives and families, not evil robots.
How can I make my own toys?
Do you have anything made in the U.S.?
Will I like these guts?
That's entirely up to you, but maybe read a little bit from some of our very satisfied customers or check out some nice things people have said about guts in the news. Our organs are super well-made, super cute and will put a smile on your face. What could be better?
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. Somebody once gave Joan Jett one of our black hearts. That was awesome.
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?Yes.