On the way to your cuddle moments: how to track your order
As soon as your order is on its way, you will receive a tracking link by email. With it, you can easily follow your cuddle buddy from our warehouse to your door.
Track your order
Frequently asked questions
Can I still change my address?
Can I still change my address?
Because we want to ship your order as quickly as possible, it is usually no longer possible to change your address after you have placed your order. Please contact us as soon as possible at info@hugsback.com, and we will immediately see what is still possible.
When can I expect my order?
When can I expect my order?
Order before 18:00 on a business day, and your Hugsback will be shipped the same day and will usually arrive the next day. If you order later, we will ship it on the next business day.
Why isn’t my tracking working yet?
Why isn’t my tracking working yet?
Sometimes the carrier has already received your parcel, but it has not yet been scanned into their system. In that case, your tracking link will become active automatically later in the day. No worries, your Hugsback is simply on its way.
Where can I find my tracking link?
Where can I find my tracking link?
As soon as your order has been shipped, you will receive an email with your tracking link. You can also see the status and tracking in your Hugsback account, where you will also find the Hugsback app.
I haven’t received a shipping email, what now?
I haven’t received a shipping email, what now?
First take a look in your spam or promotions folder. You can also check the status in your Hugsback account. Not there? Send us a message at info@hugsback.com with your order number and we will help you right away.
What if something is wrong with my order?
What if something is wrong with my order?
Oops! Send us a message at info@hugsback.com with your order number and a brief explanation of the problem. We’ll look into it right away and resolve it for you as quickly as possible.
What if my parcel is lost or damaged?
What if my parcel is lost or damaged?
Every order is insured. Did you choose insured shipping with your order? Then we will send you a new Hugsback right away. Without insured shipping, we start an investigation with the delivery service. In both cases, send us a message at info@hugsback.com with your order number.
Can I cancel my order?
Can I cancel my order?
Yes, as long as your order has not been shipped yet. Because we usually ship right away, it is best to let us know within 1 hour of ordering, via your Hugsback account or info@hugsback.com, with your order number. We will then cancel it free of charge.
