Guarantee & FAQ
We want to make sure that you are happy with your towels! If the color or quality of the towels that you bought is not what you expected, we will be happy to take them back, provided they are unused and unwashed. All of our products have a 30-day warranty, guaranteeing that they are free of any damage or defects. If you have any problems, email us right away at firstname.lastname@example.org so we can make it right! We encourage you to take advantage of our Free Towel Swatch Service that allows our customers to make informed decisions on the quality and style of their towels before they buy.
If you received a defective or incorrect item, we will replace it or refund its cost at no expense to you. Please email us and include pictures of the areas of concern (particularly for damage or defect) with your initial inquiry to expedite our ability to get a resolution in motion for you.
TowelsByGUS understands how the price of shipping can impact your purchase decisions. For orders shipped within the Continental United States we charge the following subsidized rates for UPS Ground services:
|Pretax Total||Shipping Rate|
|$200 and up||FREE|
At this time we are unable to ship bath linens outside of the "lower 48" Continental United States. Please understand, this not only excludes Hawaii and Alaska but also our friends and neighbors in Canada.
TowelsByGUS is based Sonoma, California, in the San Francisco Bay Area. While most all of our bath linens are shipped from East Coast, orders being shipped to California are subject to a sales tax of 8.625%.
Orders received by 4am (PST - or 7am on the East Coast), Monday-Friday, will be submitted to our partners the same business day. Orders placed after 4am on Friday, or anytime Saturday/Sunday, will be submitted to our partners on the next business day (typically, Monday). Please allow 2-3 business days for your order to processed by our partner and for the tracking details to be provided. Generally, deliveries along the East Coast take 2-4 business days to be completed while deliveries to the West Coast take 5 business days. Most orders take 7-10 days from the date of submission to be completed - swatches and monogrammed products will take longer. Unfortunately, expedited processing or shipping services are not available.
For those ordering Christmas gifts, to better ensure the timely receipt of your items no later than Tuesday, December 22, 2020, we encourage submitting your order:
- BEFORE Monday, December 7, 2020, for WEST coast deliveries or
- BEFORE Thursday, December 10, 2020, for EAST coast deliveries.
Most of our partners schedule an annual inventory to begin the week after Christmas though some wait until the first week of January. Additionally, there are observed holidays where operations are closed. During this period, please anticipate there will be delays in processing and/or delays while in transit.
Over the counter (and Rx) acne creams and facial washes often contain Benzoyl Peroxide, an aggressive bleaching agent, which when combined with moisture becomes hydrogen peroxide. If anyone in your home uses these products, we encourage that you select only White bath linens as other colors will likely stain. Usage of these chemicals on color-dyed bath linens is evident in liquid-like patterns of the discoloration and will prevent replacement, refund, or an exchange.
While there are many product lines that claim to be resistant to this chemical it is rarely accurate in the long-term and generally does not make for a quality bath linen, particularly in terms of softness and absorbency. If you wish to test the facial chemicals in your household, please order a free swatch or two for review.
Please contact email@example.com if you need further assistance.