Frequently Asked Questions (FAQ)

• If you would like to return an item, please contact us within 14 days of delivery. Items must be shipped back within 30 days of delivery
• Returns and exchanges are only accepted on unused/unwashed products
  
• Please be sure to use the separate shipping box to send back all the components (Liner, Crunchy Condo, and etc.) to prevent damage during shipping, just like how it was shipped to you
• Please contact us if any product is defective due to manufacturing issues (Liner shrinkage is not considered as a defect, and does not qualify for returns/exchanges)
• Return shipping labels will be provided for returns due to product and/or manufacturer errors. In all other cases, customers will be responsible for return shipping costs

We accept credit cards, debit cards, Paypal, Googlepay, and Applepay!

Become a GuineaDad rewards member and start racking up points today! Turn those points into GuineaDad discounts! 

How to earn points:

Signup for an account with us: 100 points

Place an order; every $1 you spend: 1 point

Share on Facebook: 50 points

Share on Twitter: 50 points

Celebrate a birthday: 100 points 

How to get started:

Click "rewards/gift icon" on the lower right hand corner of your screen.

Click "join now" and become a member.

Fill out all the information needed then click "create"

Start sharing and racking up points!

The spending point rules are as follows.

For 500 points, you can get $5 discount coupon.

For 1000 points, you can get $11 discount coupon.

For 2500 points, you can get $30 discount coupon.

Refunds usually take about 5-10 days to process

GuineaDad is open every Monday to Friday 6:00 a.m. - 3:00 p.m. (Pacific Time)

Note: All orders will be processed within 1 business day. 

For you to manage your subscription, your GuineaDad account must be registered and fully activated. Please follow the steps below! :)

1.) Create an account and register here: https://guineadad.com/account/register.(Proceed to step number two if you already have an account)

2.) Create a subscription or set up a recurring purchase (hay, supplements, and etc.)(Proceed to step number three if you already have an active subscription)

3.) Log in to our website using your account credentials, you can click the Subscriptions link to view your subscription details from the "My Account" page. You may also request access from GuineaDad Support.

NOTE: From the subscription details page, customers can pause, cancel and skip their subscription. They also can update their payment method and shipping address. If you need help with your subscription, please send us an email to contact@guineadad.com or call us at 888-432-3007.

Yes we do! In fact, we offer free shipping to certain countries. You can check our full list of eligible countries on our Shipping Guide

We really hate making you and your piggies wait however as much as we love to rush things - the timing itself is not in our favor. New developments in local regulations related to COVID-19 containment resulted in delays and sudden changes for all shipments both locally and internationally. COVID-19 is making it very difficult for sellers and shoppers to carry out business like before and we sincerely apologize for this inconvenience. 

Please contact us at contact@guineadad.com for a quicker response regarding your shipment

Unfortunately we currently do not offer custom sizes for our fleece liners. We apologize for the inconvenience, but here are liner sizes that we currently offer:

Midwest: Designed for a Midwest Guinea Habitat, which is ~24"x47" (61x120cm)
2x4: Designed for a 2x4 C&C, which is ~27"x56" (69x142cm)
2x3: Designed for a 2x3 C&C, which is ~27"x41" (69x104cm)
2x2: Designed for a 2x2 C&C, which is ~27"x27" (69x69cm)
2x1: Designed for a 2x1 C&C, which is ~27"x14" (69x36cm)

Our GuineaDad Fleece Liners are made up of three main components; the top fleece, bamboo blend fill, and waterproof backing. 

The moisture wicking top fleece is made from polyester, it is designed to dry quickly to keep piggies feet dry!

Our bamboo blend fill is super absorbent, anti-bacterial, and natural! The natural bamboo properties helps absorb moisture away from the top layer and also helps minimize odor buildup

The bottom of the liner is a water proof backing made from polyester. This layer keeps the moisture in the bamboo layer and off your cage floors!

GuineaDad liners can last a week before it needs a wash but it is best to wash the liner as soon as it starts to smell, becomes extremely soiled or is soaked in pee as the result may vary from piggy to piggy depending on many factors. You may have to wash the liners more often if you have more guinea pigs, has smaller cages, has male guinea pigs, and etc. If you have any questions, please feel free to reach out to us!

I would recommend spot cleaning the liners at least 1-2 times a day. If the liner begins to emit an unpleasant odor or seemingly has decreased absorbency, it is time for a deep cleaning.

Here are some maintenance videos that may be helpful in learning more our product and what it takes to maintain them:

How to Wash Your Fleece Liner: https://www.youtube.com/watch?v=Gh9xYexDc18  

Spot Cleaning: https://youtu.be/3U4_R2CCowc   

Laundry: https://youtu.be/aAJ5-FCPHwY

Deep Cleaning: https://youtu.be/kNjp1K_DSGU

Stretching Method:  https://www.instagram.com/stories/highlights/17843113348777129/?hl=en

• Fabric softener clogged the liner (NEVER use fabric softener on your fleece liner, we recommend using 1/4 to 1/2 cup of distilled white vinegar instead)
• Dryer sheet clogged the liner (NEVER use dryer sheets when machine drying your liner)
• Too much detergent was used and/or the liner was not rinsed completely
• The liner has heat damage from over drying; resulting in melting the pores closed
• There were also some occasions where customers were using fabric softener thinking it was detergent, or used a detergent that included fabric softener

Here are some tips that can help with the drying process:

• When loading the liner into the washer, fold the liner with the waterproof part facing inside and the fleece facing outside before you put it in the washing machine
• After liner is finish washing, wring out the liner so there isn't an excess amount water left before you put it into the dryer.
• Again fold the liner facing inside and the fleece facing outside and then put it into the dryer.
• The most recommended way to dry is to NOT dry completely in the dryer to prevent overheating that could lead to shrinkage. So bring in your liner and let it dry indoors so it can completely dry. 

The liner can be reset by washing the liner three or more times until the water starts wicking. 

Soak the liner in the water for 24-48 hours and wash it again using only the recommended detergent amount written in the detergent label. Using extra rinse and spin function helps the process

The cause seems to be that liner isn't getting fully washed/rinsed. To first fix the current problem, I suggest trying "deep cleaning method." This usually resets the liner to the original state by breaking down the urine deposit that has not been washed away. Instead of soaking for a few hours as suggested in the video, I would recommend soaking overnight (24 hours).

Spot Cleaning: https://youtu.be/3U4_R2CCowc    

Laundry: https://youtu.be/aAJ5-FCPHwY

Deep Cleaning: https://youtu.be/kNjp1K_DSGU

Based on our experience and many customers, the fleece liner can last for well over a year if well maintained. We still use our original prototypes, which are still in great condition after over 2 years.

For the actual stress testing of the product we tested the liner up to 30 washes, but stopped the test because we simply did not see any visible degradation. Please be advised that the correct maintenance is the key, especially staying away from over drying the liner.

The liner is somewhat designed to help mitigate urges in piggies to chew. Our fleece liner pocket provides a fun and safe area where they can feel comfortable in. 

In regards to the chewing behavior, the guinea pigs could be stressed or bored. Here are a few tips that can help reduce the urge to chew!

• Increase the cage size
• Make sure a large amount of hay is available at all times
• Provide more chewing toys (my girls don't like any chew toys, but they love the cardboard/paper products like Crunchy Condo)
• Spend more time with them (if you would like to let them feel happy and bond at the same time, the below link could help) https://www.youtube.com/watch?v=mKlQRSza1mI 

This Privacy Policy describes how your personal information is collected, used, and shared when you visit or make a purchase from guineadad.com (the “Site”).

PERSONAL INFORMATION WE COLLECT 
When you visit the Site, we automatically collect certain information about your device, including information about your web browser, IP address, time zone, and some of the cookies that are installed on your device. Additionally, as you browse the Site, we collect information about the individual web pages or products that you view, what websites or search terms referred you to the Site, and information about how you interact with the Site. We refer to this automatically-collected information as “Device Information”.

We collect Device Information using the following technologies: 
- “Cookies” are data files that are placed on your device or computer and often include an anonymous unique identifier. For more information about cookies, and how to disable cookies, visit http://www.allaboutcookies.org. 
- “Log files” track actions occurring on the Site, and collect data including your IP address, browser type, Internet service provider, referring/exit pages, and date/time stamps. 
- “Web beacons”, “tags”, and “pixels” are electronic files used to record information about how you browse the Site.

Additionally, when you make a purchase or attempt to make a purchase through the Site, we collect certain information from you, including your name, billing address, shipping address, payment information (including credit card numbers, PayPal information), email address, and phone number. We refer to this information as “Order Information”.

When we talk about “Personal Information” in this Privacy Policy, we are talking both about Device Information and Order Information.

HOW DO WE USE YOUR PERSONAL INFORMATION? 
We use the Order Information that we collect generally to fulfill any orders placed through the Site (including processing your payment information, arranging for shipping, and providing you with invoices and/or order confirmations). Additionally, we use this Order Information to: 
- Communicate with you; 
- Screen our orders for potential risk or fraud; and 
- When in line with the preferences you have shared with us, provide you with information or advertising relating to our products or services.

We use the Device Information that we collect to help us screen for potential risk and fraud (in particular, your IP address), and more generally to improve and optimize our Site (for example, by generating analytics about how our customers browse and interact with the Site, and to assess the success of our marketing and advertising campaigns).

SHARING YOUR PERSONAL INFORMATION 
We share your Personal Information with third parties to help us use your Personal Information, as described above. For example, we use Shopify to power our online store--you can read more about how Shopify uses your Personal Information here: https://www.shopify.com/legal/privacy. We also use Google Analytics to help us understand how our customers use the Site -- you can read more about how Google uses your Personal Information here: https://www.google.com/intl/en/policies/privacy/. You can also opt-out of Google Analytics here: https://tools.google.com/dlpage/gaoptout.

Finally, we may also share your Personal Information to comply with applicable laws and regulations, to respond to a subpoena, search warrant or other lawful request for information we receive, or to otherwise protect our rights.

BEHAVIOURAL ADVERTISING 
As described above, we use your Personal Information to provide you with targeted advertisements or marketing communications we believe may be of interest to you. For more information about how targeted advertising works, you can visit the Network Advertising Initiative’s (“NAI”) educational page at http://www.networkadvertising.org/understanding-online-advertising/how-does-it-work.

Text Marketing and notifications: By subscribing to text notifications you agree to receive recurring automated marketing text messages at the phone number provided. Consent is not a condition of purchase. Text STOP to unsubscribe or HELP for help. Msg and data rates may apply. View Terms of use and privacy policy.

You can opt out of targeted advertising by using the links below: 
- Facebook: https://www.facebook.com/settings/?tab=ads 
- Google: https://www.google.com/settings/ads/anonymous 
- Bing: https://advertise.bingads.microsoft.com/en-us/resources/policies/personalized-ads

Additionally, you can opt out of some of these services by visiting the Digital Advertising Alliance’s opt-out portal at: http://optout.aboutads.info/.

DO NOT TRACK 
Please note that we do not alter our Site’s data collection and use practices when we see a Do Not Track signal from your browser.

YOUR RIGHTS 
If you are a European resident, you have the right to access personal information we hold about you and to ask that your personal information be corrected, updated, or deleted. If you would like to exercise this right, please contact us through the contact information below.

Additionally, if you are a European resident we note that we are processing your information in order to fulfill contracts we might have with you (for example if you make an order through the Site), or otherwise to pursue our legitimate business interests listed above. Additionally, please note that your information will be transferred outside of Europe, including to Canada and the United States.

DATA RETENTION 
When you place an order through the Site, we will maintain your Order Information for our records unless and until you ask us to delete this information.

CHANGES 
We may update this privacy policy from time to time in order to reflect, for example, changes to our practices or for other operational, legal or regulatory reasons.

CONTACT US 
For more information about our privacy practices, if you have questions, or if you would like to make a complaint, please contact us by e‑mail at contact@guineadad.com or by mail using the details provided below:

GuineaDad 
LeapHigh Animals LLC, 6255 N Hollywood Blvd Suite 150, Las Vegas, NV, 89115 , United States