Pre-sale Issues
WHAT ARE MY DELIVERY OPTIONS?
We take pride in providing a range of secure local and world-wide shipping options. In order to upgrade your shipping method you will need to contact the Customer Service team and let them know which shipping method you would...
HOW DO I USE A COUPON?
Subscribers to our email list and other loyal customers who follow us on social media often receive discount coupons. In order to redeem your coupon, simply add the products you would like to purchase to your shopping cart....
HOW CAN I ORDER?
You can order easily using our online platform. Choose the wanted size and material, upload your picture and add the signature if you want to, go through the ordering process. After the order is ready, you will receive an order summary to your email.
HOW CAN I PAY FOR MY ORDER?
HOW CAN I PAY FOR MY ORDER? At HUGBLOX, we accept all major credit cards as well as payments made through PayPal. All payment must be made in full before shipment. In order to place a payment, simply click on either...
Order Issues
Can I change or add items to my order before it ships?
Items cannot be added to an existing order, but some minor changes to items may be allowed on a per-order basis. Please contact us to find out if your order qualifies for item changes.
Can I change or cancel my order after I've submitted it?
Orders are produced on a strict schedule. Please note that orders placed before 5 pm ET will begin processing that day, while orders placed after 5 pm ET will begin processing the following business day.
For orders placed before 5 pm ET, you have until 6 pm ET to request changes or cancellation. For orders placed after 5 pm ET, you have until 6 pm ET the following business day to request changes or cancellation.
We do not process orders on weekends or holidays. Orders placed after 5 pm ET on Fridays will begin processing on Monday.
Please email us your order information at hugblox service@hugblox.com for any inquiries or to request order changes or cancellation.
Why doesn't my promo code work?
Please note that promo codes may have an expiration date and some are one-time use only. Only one promo code is allowed per order. Adding a second promo code will replace the first one.
If you have any additional questions, please email hugblox service@hugblox.com and a Customer Experience team member will be happy to assist you.
After-sale Issues
can I return product？
You check out theReturn and refund policy page.
I received a defective/wrong/doesn't fit item. What can I do?
We apologize for any inconvenience you have experienced with your order. In the event you receive a defective, incorrect, or ill-fitting item, please follow these steps for a prompt resolution:
- Contact Us: Reach out to our customer support team as soon as possible with details about the issue. You can email us at servic@hugblox.com or use our live chat feature on the website.
- Provide Photos: To expedite the resolution process, please attach clear photos of the defective product and the shipping label to your email or chat conversation.
- Quality Control Review: Our Quality Control team will thoroughly examine the provided photos and details to assess the issue.
- Resolution Options: Depending on the outcome of the review, we will offer you the choice of a replacement item or a refund. The decision will be made based on the nature of the problem.
Please rest assured that your satisfaction is our priority, and we are committed to resolving any issues to your utmost satisfaction.
Can I return an item if I simply changed my mind or ordered the wrong size?
We appreciate your understanding, but as a company specializing in customized products, we regret to inform you that we do not accept returns for items if you've changed your mind or if there was an error in selecting the size, design, or color during the ordering process.
However, we are more than willing to assist you with any concerns related to damaged or defective items, or if there was an error on our part in processing your order. Please feel free to reach out to our customer support team at service@hugblox.com for any specific issues you may encounter with your order.
We highly recommend reviewing your order details carefully before finalizing your purchase to ensure everything is accurate to your preferences. Thank you for your understanding and for choosing our products
Shipping Issues
Can I request a specific shipping carrier for my order?
While we aim to accommodate shipping carrier preferences, please be aware that carrier availability may vary based on factors such as your location and the shipping method selected. To request a specific shipping carrier for your order, kindly contact our customer support team as soon as possible after placing your order. We will do our best to consider your request and make the necessary arrangements if feasible. However, please note that we cannot guarantee the availability of all carriers for all orders. Your understanding is greatly appreciated.
How do I track my order?
Upon shipment of your order, a dedicated email will be sent to you, containing a unique tracking number. This tracking number enables you to monitor the progress of your order in transit. Occasionally, this email may be directed to your spam or promotions folder, so kindly inspect those folders if you perceive an extended waiting period.
Alternatively, you can access the 'Track Your Order' page located in the header of our website to ascertain the real-time status of your order.
Should you encounter any challenges during this process, please do not hesitate to reach out to our dedicated support team at service@hugblox.com . We will promptly investigate the matter on your behalf to ensure your satisfaction.
The shipping status of my order hasn't been updated. Is there something wrong?
Our postal service may require additional time to initiate package scans and update tracking information. We kindly request your patience and advise allowing 7-9 days for the carrier to complete this process. It's worth noting that most carriers do not perform frequent package scans and tracking updates.
There are several factors that may contribute to tracking information not being promptly updated, including:
1. High Holiday Volume
2. Carrier Delays
3. Inclement Weather Conditions
4. Packages Not Yet Scanned
5. Packages Not Scanned at Intermediate Stops
If your tracking information remains unchanged for a period of 10 to 14 days, we recommend contacting our dedicated support team through our 'Contact Us' frame. One of our agents will promptly assist you with any inquiries.
My tracking says delivered but I have never received it.
If your tracking information indicates that your order has been delivered, but you have not received it, please follow these steps:
- Check Your Location: Ensure that the package is not left in an unusual or hidden location around your property, such as behind bushes, near your garage, or with a neighbor. Sometimes, carriers may leave packages in a secure spot.
- Verify Shipping Address: Double-check the shipping address provided during your order to confirm its accuracy. An incorrect address may lead to misdelivery.
- Contact Carrier: Reach out to the shipping carrier (e.g., USPS, FedEx, UPS) mentioned in your tracking information. They may be able to provide additional details about the delivery or initiate an investigation.
- Wait a Bit Longer: In some cases, the tracking status may be updated prematurely. Give it a few hours or until the end of the delivery day to see if the package arrives.
- Contact Us: If you have followed the above steps and still have not received your order after the expected delivery date, please contact our customer support team at service@hugblox.com. We will assist you in resolving the issue and working with the carrier to locate your package.
Rest assured, we understand the importance of your order, and we will do our best to help you get your items as quickly as possible. Your satisfaction is our priority.
