FAQ
SHIPPING
Guineaqueen delivers joy worldwide, but even we have our limits! Due to regulatory restrictions and other factors, we can't ship to Canada, China, France, New Zealand or Portugal.
We only ship to Norway through our Etsy shop. Click here to shop.
Sorry about that!
We ship from Slovenia, European Union (EU). All orders to other non-EU countries are considered International and may be subject to import fees, customs and/or taxes. Please note that customers are responsible for any customs/import fees/taxes.
The shipping depends on the weight of the order and is calculated at checkout.
For a detailed list of countries and shipping prices by weight, please see the Shipping & Orders section.
We ship from Slovenia, European Union. Any order placed on the Guineaqueen site and delivered in specific countries may be subject to possible taxes and customs duties which are imposed when the parcel reaches its destination.
These customs duties and any taxes related to the delivery of an item are at the customer's expense and are your responsibility. Please note that by ordering on the Guineaqueen site, you are considered the official importer and must comply with all laws and regulations of the country where you will receive the merchandise. We want our customers to be aware that cross-border deliveries can be subject to an opening and inspection procedure by customs authorities.
Orders are shipped from our studio in Mali Ločnik, Turjak, Slovenia. We ship Mondays through Fridays, excluding holidays. Orders without any personalized items are shipping within 3-5 business days, depending on the stock. Personalized items are made just for you and require up to 10 days of an extra production time. We cannot accommodate split shipments at this time, so your full order will ship when everything is ready. We hope you love everything!
You will receive an e-mail with tracking information as soon as we ship your order.
We use both the DHL for international packages, DPD for EU packages and Posta Slovenije to ship local packages.
If you are International, your order will arrive in your country of destination within 2-6 business days. However, once it has arrived it may be stuck in customs for an unknown amount of time.
Shipping is carried out under waterproof, tear-proof plastic packaging.
Our normal processing time for custom made liners is 10 days. Everything is handcrafted here in our studio in Mali Ločnik, Turjak, Slovenia.
Orders usually go out sooner, but never past the 2 weeks. We work tirelessly to make sure you get your Guineaqueen products as soon as possible.
When your order is shipped, you will receive an email with your tracking.
No. Sorry.
If the order hasn’t been shipped yet, we can help change address on your order accordingly. Please email as soon as possible to wheek@guineaqueen.com.
If your order is shipping to an incorrect address, please email wheek@guineaqueen.com and we will try to help.
Yes, if we're able to catch it in time, we can update your order! As soon as possible, please reach out to wheek@guineaqueen.com.
Wheeking in anticipation? Once your order ships, you’ll receive an email notification, which will provide a link to order tracking details. Occasionally, the carrier takes 1-2 business days to provide tracking info once your order ships. If you still have questions, reach out to wheek@guineaqueen.com.
Please note: personalized items are made just for you and require up to 10 days of extra production time. This means your order could take up to 14 do 16 days to be shipped.
If you are in a hurry, you can buy Rush my order service for 19,95 € which puts you on top of our production line and your order will be made and shipped in 3 working days.
At this time, we are unable to accommodate split shipments so your full order will ship once any personalized items are ready.
Please note all personalized items are final sale and not refundable, unless we make a mistake.
We hope you love everything!
When packages appear to be missing, it is almost always one of the following situations:
- The package may have been delivered to a neighbor's home
- The package has been delivered to a different spot than normal on your property
- The shipping carrier marked the package as delivered before it actually has been
- Your package may be awaiting pickup at the local Post Office but the postal carrier forgot to leave the slip, the slip was lost, or was retrieved by another person in the household
We find that in most cases a lost package shows up in a few days.
PROMOTIONS
Yes. We have 10% discount for the first purchase for the new newsletter subscribers. We also announce sales and promotions through our newsletter.
Sign up below to be the first to know about company news, sales, and fun announcements.
SHOPPING
For now, our essentials are available exclusively through our website and Etsy. But, we’ll be announcing exciting retail partnerships very soon.
RETURNS, EXCHANGES AND CANCELLATIONS
Yes. We want our customers to be happy. So we will not complicate if you are not completely satisfied with your purchase. We gladly accept returns and cancellations. Please see our Return policy.
Request a cancellation within 24 hours of purchase.
Return items for a refund up to 30 days from receipt of your order.
While we don't offer direct exchanges, you can return any new, unused item for a refund and place an order for the new item that you would like instead.
We stand behind every product that we sell. If you aren't 100% satisfied, we're here to help!
We accept returns of items that are unused, unwashed, and in new condition. If the item is not returned in its original condition, the buyer is responsible for any loss in value.
Returns received within 30 days of receipt of your order will be exchanged for the full value of items returned, minus shipping charges.
Please note that shipping costs are non-refundable. Customers are responsible for paying return shipping costs unless we sent an incorrect or damaged item, in which case we will provide a complimentary return label.
Clearance and sale items are always considered final sales and are not eligible for return.
In the event of a claim for a dimension problem, it is the buyer's responsibility to ensure that the size of the custom liner is suitable for their cage. We are available to buyers at wheek@guineaqueen.com to answer any questions to help ordering the right dimensions.
Large liners can be bulky, so to avoid costly return shipping costs, please double check that you have chosen the correctly sized liner before ordering (see our Size Guide for help).
PAYMENT
We use Stripe and Paypal to process our orders. We accept all major credit cards. We do not accept checks.
WHOLESALE
Yes! To be considered for wholesale for your retail store or e-commerce website please email us on wheek@guineaqueen.com and we will be in touch shortly.
Please let us know the ranges you are interested in and the preferred quantities, please also include:
- Company Name
- Address (with Country)
- Website
- Social Media Platforms
- Contact Email
Yes, we do. Please email wheek@guineaqueen.com to inquire more.
Our wholesale order minimum is 300 € + postage. Guineaqueen items may not be sold on third-party websites (such as Amazon, eBay, Etsy…).
BRAND
Glad you asked! We’re a family of pet-lovers working in a small village Mali Ločnik surrounded with nature and filled with wheeking, popcorning, zooming, fridge-door-opens-give-me-food guinea pigs. We’re all about inventing new, improoved and beautiful products for our furry friends – to give them the best life possible. We think that quality products make for quality time, that hanging out with your furry friends shouldn’t be complicated, and that a shared life is a happier one.
Our promise to you and your babies is to always serve you with the best quality items, topped with the best service!
We’re always working on new products. Sign up for our emails to get updates.
Yes. Guineaqueen® is a registered Trademark. ALL RIGHTS RESERVED. All designs, trademarks, product names, designs and company names or logos cited herein are the property of their respective owners.
All Web site design, text, graphics, content, the selection and arrangement thereof are Copyrighted to Guineaqueen®. ALL RIGHTS RESERVED. Any use of materials on this website, including reproduction of design, modification, distribution or republication, without the prior written consent of Guineaqueen®, is strictly prohibited.
Guineaqueen® is officially registered under number 018853955 since September 16, 2023.
PRODUCT
Having a guinea pig gets messy, but all of our liners are designed to be easy to clean. Just remove droppings and hay daily with a brush, a vacuum cleaner or by shaking them over the garbage. Wash in washing machine when needed.
We recommend machine washing on the gentle cycle in cold water and air drying. We recommend using pee pads in hideys and beds to prolong time between washes.
Yes, we suggest machine-washing our liners and other items on gentle cycle and hang to air dry.
Individual product pages have lots of useful information including photos, features, care instructions, and size guides. Still have questions? Email us at wheek@guineaqueen.com, and we’ll provide answers.
Our quality and craftsmanship is very important to us, which is why we use the best machinery and techniques to craft your products. We use industrial sewing machines and industrial quality thread that will not break down. Our stitches are secure and will not come loose or snag feet like others with home machines. Our promise to you is the safety of your precious furry friend!
Please always check your items for any damages your animal may have caused by chewing. We can not be responsible for damages your pet makes. We always recommend inspecting all your pieces after laundering and routine cleaning. Please follow all our washing and care instructions for the best results.
We design and handcraft Guineaqueen® products in our studio in small village Mali Ločnik, in the heart of Europe, Slovenia. Our manufacturing partners are carefully choosen family-owned businesses, where skilled craftspeople are paid fair wages and have the best working conditions. Almost everything is made right here in Slovenia and we're thrilled to help bring small-batch manufacturing back to our homeland.
COLORS
We totally understand your concern about color accuracy when shopping online, especially for products with vibrant colors. The slight variations in color between what you see on our website and what you receive in person are primarily due to the nature of screens. Factors such as monitor settings, screen calibration, and even the lighting in your room can all influence how colors appear on your device.
However, here at Guineaqueen®, we strive for transparency and accuracy. Our team works diligently to provide you with high-quality images and detailed product descriptions to ensure that the product representations on our website are as precise as possible. We want you to have the best shopping experience possible.
Please keep in mind that while we do our utmost to maintain consistency, there may be the tiniest variation in color when your Guineaqueen® purchase arrives. We appreciate your understanding and are here to ensure that your shopping experience with us remains nothing short of awesome! If you ever have questions or concerns about specific product colors, feel free to reach out to our customer support team, and we'll be happy to assist you.