Thanks for shopping with MyHugzz! Here's everything you need to know about how and when your order will arrive.
Order processing
Orders are processed within 1–3 business days (Monday–Friday, excluding US holidays) after payment is confirmed. You'll receive a confirmation email with tracking as soon as your order ships.
Orders placed on weekends or holidays begin processing the next business day.
Shipping times
United Kingdom: 5-10 business days after processing
United States/Canada: 4–12 business days after processing
Europe: 4-12 business days after processing
Australia: 4–12 business days after processing
Delivery windows are estimates, not guarantees. Actual delivery may vary depending on carrier, destination, weather, customs, or high-volume periods (holidays, sales events).
Shipping rates
Shipping costs are calculated at checkout based on your location and order size. Any promotions or free-shipping thresholds will be displayed on the product page or at checkout.
Tracking your order
Once your order ships, you'll receive a tracking number by email. Please allow up to 48 hours for tracking information to appear in the carrier's system.
If your tracking hasn't updated after 7 business days, email myhugzzstore@proton.me with your order number and we'll investigate.
Address accuracy
It is the customer's responsibility to provide a complete and accurate shipping address at checkout. MyHugzz is not responsible for orders shipped to incorrect addresses submitted by the customer.
If a package is returned to us due to an incorrect address, refused delivery, or an unclaimed parcel, the customer is responsible for reshipment costs.
Lost, stolen, or damaged packages
- Lost in transit: If tracking shows no movement for 10+ business days, email us and we'll open a carrier investigation.
- Marked delivered but missing: Please check with neighbors, household members, and your local post office before contacting us. We recommend filing a claim directly with the carrier for stolen packages.
- Damaged on arrival: Email myhugzzstore@proton.me within 48 hours of delivery with your order number and clear photos of the damaged item and packaging. We'll send a replacement or issue a refund.
International orders — customs, duties & taxes
International customers are responsible for all customs duties, import taxes, and handling fees charged by the destination country. These are not included in your order total and are collected by the carrier or local customs authority upon delivery.
If a package is refused or abandoned due to unpaid customs charges, no refund will be issued.
Shipping delays
Occasionally, shipments may be delayed due to circumstances outside our control, including but not limited to:
- Carrier delays or service disruptions
- Customs processing
- Severe weather or natural disasters
- Peak season volume
We appreciate your patience and will assist however we can.
Contact
Email: myhugzzstore@proton.me