Guarantee & FAQ

Your satisfaction as a customer is our top priority. We want to make sure you are happy with your order, and if you encounter any problems, please email us right away at help@towelsbygus.com, so we can make it right.

Return Policy

We want to make sure you love your order! However, if you decide you'd like to return your item(s) to us, we will gladly accept it within 14 business days (assuming all items are unwashed, unused and not monogrammed). Upon receipt of the returned items, we will refund you the price of the item(s) you wish to return minus the return shipping cost. Please reach out to help@towelsbygus.com to begin any/all returns inquiries. Inquiries that are shipped back to us without prior approval from us will not be refunded.

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. 

Shipping Rates

Towels By GUS understands how the price of shipping can impact your purchase decisions. For orders shipped within the Continental United States we charge a subsidized flat rate of $9.95 for UPS and Fedex Ground Services. For international orders, we charge a subsidized flat rate of $19.95 for standard shipping. 

Sales Tax

Towels By GUS is based Sonoma, California, in the San Francisco Bay Area. Taxes will be applied appropriately depending on where your order is shipped to.

Processing Time

Please allow 2-3 business days for your order to processed 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 at this time. 

Holiday Impact 

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.

Benzoyl Peroxide

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.

Please contact help@towelsbygus.com if you need further assistance.