Shipping & Returns
Personalized Products Made With Care
Gentle Giant Brands creates personalized comfort products made for dog owners who want something meaningful, cozy, and customized for the dogs they love.
Because many of our products are personalized with a dog’s name or custom wording, each order is handled with care and attention to detail.
Shipping
Shipping times may vary by product, order volume, destination, and personalization requirements.
Most personalized products require production time before they ship. Product pages and order details will provide the best available shipping and delivery information for each item.
Once your order ships, tracking information will be provided when available.
Please make sure your shipping address is correct before placing your order. Gentle Giant Brands is not responsible for delays or delivery issues caused by incorrect or incomplete shipping information entered at checkout.
Personalization Accuracy
Before placing your order, please carefully review your dog’s name, spelling, capitalization, and any custom wording.
Personalized products are made specifically for each customer. Once an item enters production, changes may not be possible.
If you notice an error after placing your order, contact us immediately at support@gentlegiantbrands.com. If production has not started, we will do our best to help correct the order.
Returns
Because personalized items are made with a specific dog name or custom wording, personalized products are generally not eligible for return or exchange unless the item arrives damaged, defective, or incorrect due to a production error.
Non-personalized products may be eligible for return if they are unused, in original condition, and returned within the eligible return window shown on the product or order details.
Damaged, Defective, or Incorrect Items
If your item arrives damaged, defective, or incorrect, please contact us at support@gentlegiantbrands.com within 7 days of delivery.
Please include:
Your order number
Your name
The email used for the order
A clear description of the issue
Photos of the damaged, defective, or incorrect item
Photos of the packaging, if applicable
We will review the issue and work to make it right.
Order Cancellations
If you need to cancel an order, contact us as soon as possible at support@gentlegiantbrands.com.
If the order has not entered production or shipped, we may be able to cancel it. Once a personalized item enters production, cancellation may not be possible.
Lost or Delayed Packages
If tracking shows your package was delivered but you did not receive it, please check with household members, neighbors, your local carrier, and any secure delivery areas first.
If your package appears lost or significantly delayed, contact us at support@gentlegiantbrands.com and we will help review the issue.
Customer Support
Email: support@gentlegiantbrands.com
We do our best to respond within 1 business day. During high-volume periods, please allow up to 2 business days for a reply.
Our Promise
Gentle Giant Brands exists to create personalized comfort products that feel meaningful, premium, and made for the dogs people love.
If something is wrong with your order, we want to know and we want the opportunity to help.