FAQs
Here are some of your Frequently Asked Questions! Learn more about our International FAQs here
About the Brand
Where are you located? Do you have any physical stores?
Gentle Walker is proudly based in the Philippines. Currently, we operate as an online brand and do not have any physical stores.
What makes Gentle Walker dog shoes special?
Breathable Design with Ventilation Holes
Strategically placed holes act as an air exhaust system to keep your pet's paws cool and comfortable. These holes can also be customized with fun, pet-safe Jibbz accessories.
Anti-Slip Sole
Designed with a textured sole for superior grip, ensuring stability on slippery surfaces like tiles, wooden floors, or wet pavements.
Waterproof and Easy to Clean
Completely waterproof, making it perfect for rainy walks or splashes. Quick and hassle-free cleaning for busy pet parents.
Adjustable Velcro Straps
Easy-to-use adjustable straps provide a secure fit while accommodating various paw sizes, ensuring maximum comfort for your pet.
Soft Interior Cushioning
Gentle padding inside to prevent chafing or discomfort during extended wear.
How can I get sponsored by Gentle Walker?
We are always excited to collaborate with pet influencers and ambassadors! If you're interested, send us a message on Instagram (@gentlewalkeroffcial) or email us at gentlewalkerphilippines@gmail.com
How do I get in contact with Gentle Walker for media, influencer, or marketing opportunities?
For media or collaboration inquiries, contact us via gentlewalkerofficial@gmail.com or through Instagram (@gentlewalkeroffcial).
About our Gentle Walker Shoes
What materials are used in Gentle Walker Dog Shoes?
Material Used: Lightweight EVA Material: Crafted from durable and lightweight EVA, similar to Crocs, ensuring comfort and long-lasting use for your pets.
Are Gentle Walker Dog Shoes designed for function or fashion?
Both! Gentle Walker Dog Shoes combine stylish designs with practical features to protect your pet’s paws while looking adorable.
My dog’s paws got irritated after using Gentle Walker Shoes. Is this normal, and how can I prevent it?
Some dogs may experience mild irritation if the shoes are worn too tightly or for extended periods without breaks. Ensure a proper fit by measuring your dog's paws accurately and adjust the straps for a comfortable fit.
Authenticity Brand Card
Each box contains a brand card showcasing Gentle Walker’s authenticity, ensuring the customer is purchasing an original, high-quality product. This card also where to contact the brand.
Special Cases: 1-Piece Shoe Order
If your dog ever loses a shoe like Cinderella, you may purchase a replacement from our shop. Look for the “1 Piece Cloud Walk Shoe” and be sure to select the correct size and color. Please note that returns or exchanges are not applicable for 1-piece shoe orders. The packaging for a single shoe includes Gentle Walker paper and bubble wrap only.
Sizing, Care & Instructions
How do I know what size to Order?
For detailed instructions on how to measure your pet’s paws and select the correct size, check out our Gentle Walker Size Guide.
Please note that the recommended sizes listed are based on average paw measurements and may not fit every dog perfectly. We strongly encourage measuring your dog's paws for the best fit to ensure your furry friend enjoys maximum comfort.
My dog has different front and back paw sizes. Do you provide custom orders?
We may offer custom orders during pop-up and special events for:
- Mixed colors (limited to one size only)
- Different sizes for front and back paws, with pricing adjusted based on size selection
These offers are exclusive to promotional events and are not part of our standard exchange policy.
How do I clean my dog shoes?
Cleaning: Gently wipe the shoes with a damp cloth to remove dirt and grime. For deeper cleaning, rinse with lukewarm water and mild soap, then air dry. Avoid using harsh chemicals.
Storage: Store in a cool, dry place to prevent damage. Avoid direct sunlight for long periods to maintain the material’s durability.
Jibbz Customization: You can easily insert and remove Jibbz accessories. Clean Jibbz by wiping with a cloth or washing gently with water.
Shipping Instruction
Do you ship internationally (i.e., outside the Philippines)?
Currently, we only offer shipping within the Philippines.
What delivery options are available? How long does it take to receive my order?
- Metro Manila: Same-day delivery is available through trusted services like Lalamove, Grab, or local courier partners. Standard delivery typically takes 2-3 days.
- Provincial Areas: Orders are shipped via J&T Express, with an estimated delivery time of 3-4 days, depending on weather conditions and local holidays.
Shipping fees vary depending on your location and chosen courier.
I haven't received my order/shipping confirmation email. What should I do?
Please check your spam or junk folder first. If you still haven't received a confirmation email after placing your order, contact our support team at gentlewalkerofficial@gmail.com
How do I track my order?
Once your order is shipped, we will provide a tracking number via email. You can use this number on the courier's official website (J&T Express) to track your order status.
My tracking isn’t working. What should I do?
Tracking information may take a few hours to update. If it remains unavailable after 24 hours, please contact us for assistance.
I entered the wrong shipping address. Can I change it?
Unfortunately, once an order has been shipped, we cannot change the delivery address. However, contact our support team immediately, and we’ll do our best to assist in redirecting the package.
I haven’t received my order, but the tracking shows it was delivered. What should I do?
First, check with anyone in your household or your building’s reception desk who might have received the package on your behalf. If it’s still missing, contact us immediately so we can investigate further.
My order seems delayed. What might be the cause?
Delays can happen due to unforeseen circumstances like bad weather, regional holidays, or high demand. If your order hasn’t arrived within the expected timeframe, please let us know, and we’ll help you track it down.
Return & Exchanges
What is your return policy for Gentle Walker shoes?
At Gentle Walker, we want your pet to love every step in their new shoes! To make sure your experience is as smooth as possible, please double-check your order details, especially the sizes, before finalizing your purchase. If any issues arise with your shoes or sizing, we’re here to help! Reach out to us via Instagram (@gentlewalkerofficial) for quicker assistance.
Please Note:
We take returns and exchanges very seriously and have strict conditions for them:
- The shoes must be brand new, unused (no hair, no dirt, unaltered, unwashed, undamaged, and without any visible signs of wear).
- All returns must include the original packaging, including the shoe box and inserts.
- Requests for returns or exchanges must be made either on the same day you received the item or within two (2) working days of delivery.
- We reserve the right to refuse any returns or exchanges that do not meet these requirements.
How do I return or exchange an item?
To start the return or exchange process, send us a direct message on Instagram (@gentlewalkerofficial) with your order details and a brief explanation of the issue. We’ll guide you through the steps to resolve the situation.
Once we receive your returned shoes and inspect them, please allow up to 7 business days for the refund to be processed to your original payment method.
What should I do if I need a size change?
If your Cloud Walk shoes don’t fit, you can request a size exchange. If the wrong size was ordered, the customer covers the shipping fee. If it’s due to a factory defect (e.g., damaged or defective shoes), we cover the shipping for the first exchange.
Exchange requests are accepted Monday to Friday, from 10:30 AM to 2:30 PM. Requests made after this time will be processed on the next business day. Weekend requests will be handled on Monday.
Please note: only size changes are allowed. We do not accept requests that involve both size and color changes.
Do you accept returns for non-shoe items?
We currently do not accept returns or exchanges for non-shoe items, such as socks or limited-edition accessories.
1pc Shoes Replacement
Can I return the 1 piece shoe to change the color?
No, we don’t accept returns or exchanges for single shoes, and replacements are only provided in the original color ordered.
How do I request a 1-piece replacement?
Simply message us on Instagram (@gentlewalkerofficial) with your original order details — we’ll guide you through the process. Or you can search for “1 piece shoe” right here on our website to make a purchase.
Do you offer replacements for worn-out shoes too, or just lost ones?
Yes, we offer replacements for individual shoes due to wear and tear as well. Just let us know which shoe size needs replacing and its condition—we’ll be happy to help.
Is there a warranty for the replacement shoe?
No worries—if your replacement shoe arrives with any defects, just let us know within 7 days, keep it unused and in its original condition, and send us a quick photo along with your proof of purchase. We’ll replace it right away. Just a heads up, this doesn’t cover normal wear or damage from misuse
How can I prevent losing a shoe again?
Just make sure the velcro straps are nice and snug—comfortably secure, but not too tight!
What sizes are available for single replacements?
We’ve got all the same sizes as our full sets! Just let us know the original size, or if you’re not sure, send us a photo with measurements.
Can I buy a different shoe size if my dog’s paws are different sizes?
Absolutely! You can buy a full set in one size, and if needed, purchase 2-piece sets or single shoes in a different size to fit paws of different sizes. We offer single shoes (1pc) right here on our website — just search for 1 pc shoe.