FAQ

Do I have to pay for custom charges on my orders?

Unfortunately, HugMyPup is unable to determine what custom charges may be applied to overseas shipments. All customs charges (if any) are applied at the discretion of the carrier and local laws. All customs charges will be payable by the customer and will not be covered by HugMyPup. For more in depth information, we would suggest contacting your local customs office. 

Due to Covid-19, will there be a delay on shipping times?

Due to current situation and our popular demand, our products their is a slight delay on some of our products. For more information, please visit Shipping Policy

 What if I have not received my order?

If an item from your order is yet to arrive, please be patient as it is more than likely being shipped from one of our global warehouses. Feel free to contact us at Scott@hugmypup.com for an update on the status of an order.

 

How can I pay for my order?

HugMyPup has your back! We accept the following payment cards: Visa, Visa Debit and Mastercard. We also accept Paypal payments.

 

Is it safe to order online?

You can rest assured that shopping with HugMyPup is safe. We use the most up to date security systems and encryption software to ensure your personal details such as name,address and bank details are kept safe and secure.

 

Can I make changes to my order?

Unfortunately, once you have placed your order it is not possible to amend to any details, our warehouse team receive orders directly and will have already started processing your order.

 

What should I do if I receive an incorrect or faulty item?

We are sorry to hear that you have received an incorrect or faulty item. Please send us a message at Scott@hugmypup.com with your order number, the name/product code of the item you were supposed to receive and any further details. We will be in touch within 3 business days to resolve your issue.

 

Can I exchange an item?

Unfortunately, we are currently unable to process exchanges. You can return your item to us and place a new order to receive the item of your choice.