Frequently asked questions
Here are quick answers to the questions we hear most. Can't find what you need? Email us at support@gandzco.com.
Shipping
Do you offer free shipping?
Yes. Standard shipping is free on US orders of $15 or more. Orders under $15 ship for $3.99.
How long will my order take to arrive?
Most orders arrive in about 4–10 business days from the day you order. That includes the time it takes to make your item.
Do you ship outside the US?
Not yet. For now we ship to US addresses only.
How do I track my order?
When your order ships, we'll email you a shipping confirmation with a tracking link. See our Track your order page for more help.
Made to order
What does "made to order" mean?
We don't keep shelves of finished stock. Once you place your order, your throw or crewneck is printed and made just for you, then shipped.
How long does it take to make my item?
Making your item is part of the overall 4–10 business days it usually takes for your order to arrive. We'll email you as soon as it's on its way.
What if my package is lost or never arrives?
If your tracking hasn't updated for 10 business days, or the carrier confirms your package is lost, email support@gandzco.com and we'll send a free replacement. If tracking says delivered but you can't find it, check with neighbors and your local post office first, then email us within 7 days of the delivery date and we'll help you sort it out.
Returns, cancellations and refunds
Can I return or exchange an item if I change my mind or order the wrong size?
No. Every item is made to order just for you, so we don't accept change-of-mind returns or size exchanges. Please check the size chart and product details before ordering, or email support@gandzco.com if you need help with sizing.
What if my item arrives damaged, defective or misprinted?
Email support@gandzco.com within 30 days of delivery with your order number and photos of the problem. We'll send a free replacement or give you a full refund to your original payment method. You don't need to send the item back. The photos are all we need.
Can I cancel or change my order?
Only before production starts, which is usually within about 24 hours of ordering. Email support@gandzco.com as soon as possible and we'll do our best to catch it in time.
How long do refunds take?
Approved refunds go back to your original payment method and are processed within about 5-10 business days of approval. Your bank may take a few extra days to post it.
Order changes
I made a mistake with my size, color or shipping address. What should I do?
Email support@gandzco.com right away with your order number and the change you need. We can only make changes within about 24 hours of ordering, before production starts. After that, your item is already being made just for you, so we can't change it.
Care
How do I wash my Velveteen Plush Throw?
Machine wash cold (max 30°C / 90°F) and tumble dry low. Do not bleach, iron or dry clean.
How do I wash my Everyday Crewneck?
Wash it cold, inside out, and tumble dry low. Don't iron over the print. For best results, follow the care label on your sweatshirt.
Sizing
How do I find my size?
Each product page has a size chart. For the crewneck, lay a sweatshirt you already love flat, measure across the chest, and compare it with the chest width in the chart. Between sizes? Size up for a roomier, slouchy fit.
What sizes do the throws come in?
The Soft Waves throw comes in lap, throw and bed sizes. You'll find the exact measurements on the product page.
Contact
How can I reach you?
Email us at support@gandzco.com. If your question is about an order, please include your order number so we can help faster. We reply within 1–2 business days.