Help Center
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Welcome to the Hugs Made Help Center. Whether you are about to order a personalized gift, waiting for one to arrive or wondering what to do with one that is not quite right, this page points you to the right answer quickly. Each topic below has a short summary and links to the page with the full details. If you cannot find what you need, email support@hugsmade.shop and we will reply within 24 hours on business days.
Quick answers
- How do I personalize? Type names, dates, a message or a photo link in the Order notes box at checkout.
- How long does delivery take? 1-3 business days of processing, then 7-14 business days in transit.
- Is shipping free? Yes, to the US, Canada, Australia and New Zealand, with no minimum.
- Can I change my order? Yes, within 24 hours of placing it.
- Can I return it? Yes, within 60 days with a free return label; refunds are issued within 7 days of receiving the return.
1. Ordering and personalisation
Choose your gift and its options on the product page, add it to your cart, then type the personalisation in the Order notes box at checkout, exactly as it should appear. For photo gifts, paste a shareable link to your photo. We do not send a proof before production, so it is worth reading your text twice.
Guides for this topic
- FAQs: how to list many names, photo tips, fonts and colours.
- Size Guide: how to choose between mug sizes and ornament and figure sizes, plus care tips.
- Intellectual Property Policy: what we can and cannot print, such as logos and characters.
Common situations
- Several personalized items in one order: label each set of details in the order notes, for example “Ornament 1” and “Ornament 2”.
- Unusual spellings: type the name exactly as the person writes it, and check it letter by letter before ordering.
- Long name lists: email us before ordering with the product and the names, and we will tell you if they will fit well.
2. Changing or cancelling an order
You can change names, dates, the message, the photo link, options, quantity or the shipping address, or cancel the order completely, within 24 hours of placing it. Email us with your order number and the exact change. Cancellations within 24 hours are refunded in full. After that window, production may have started, but the 60-day return with a free label still applies once the gift arrives.
Full details: Cancel or Change an Order.
3. Shipping and delivery
We deliver to the United States, Canada, Australia and New Zealand, with free shipping and no minimum spend. Orders ship from the USA. Processing, which includes personalisation, takes 1-3 business days, and delivery then takes 7-14 business days. For a gift with a deadline, we suggest ordering about four weeks ahead, and earlier in November and December.
Full details: Shipping & Delivery.
4. Tracking an order
Check the status of your order on the Order Tracking page using your order number and the email address you used at checkout. If the 7-14 business days of transit have passed and your gift has not arrived, email us with your order number and the delivery address, and we will look into it.
5. Returns and exchanges
Every item, personalized ones included, can be returned within 60 days for any reason. We send a free return label for every return, including change-of-mind returns, and we never charge restocking fees. For a different size, material or design, return the original and place a new order; store credit makes this easy.
Full details: Returns & Exchanges Policy.
6. Refunds and store credit
Refunds are issued within 7 days of receiving your return, to the original payment method. If you prefer, choose store credit instead; it never expires. Because shipping and return labels are free, nothing is deducted for postage.
Full details: Refund Policy.
7. Damaged items and personalisation problems
If a gift arrives damaged, or the personalisation does not match what you typed in the order notes, keep the packaging, take photos and email us with your order number. We will look at it straight away and help put it right. A return with a free label is always available within 60 days.
8. Payments
All prices are in US dollars. The payment options for your order are shown at checkout before you pay, and payments are handled by the payment provider; we never see your full card number. No sales tax is added at our checkout. If a payment is declined, check your billing details or ask your bank to allow the payment, then try again.
Full details: Payment Methods.
9. Account and privacy
An account lets you see your orders and check out faster. Photos you share for photo gifts are used only to make your gift and are deleted 30 days after delivery. We do not sell your personal information, and you can ask to see, correct or delete your data at any time by email.
Full details: Privacy Policy and Terms of Service.
10. Copyright and trademarks
If you believe something on our site uses your work without permission, follow the steps on our DMCA page for copyright, or our Intellectual Property Policy for trademarks and other rights.
11. Finding a gift
Not sure what to choose? Start with the person or the occasion:
- By recipient: Mom & Grandma, Dad & Grandpa, Couples, Family & Friends.
- By occasion: Birthday, Anniversary, Mother’s Day, Christmas.
- By type: Custom Mugs, Ornaments, Keepsake Figures, Family Signs & Decor, Photo Gifts, Memorial Keepsakes.
12. Your first order, step by step
- Pick the gift. Browse by type, recipient or occasion. Open the product page and read the description, the size and material options and the care notes.
- Choose the options. Select the size, material or colour if the product offers them. Our Size Guide helps if you are between two sizes.
- Add to cart. The note above the Add to cart button reminds you that personalisation comes later, at checkout.
- Go to checkout. Enter the billing details and the shipping address. If the gift goes straight to someone else, use their name and address for shipping.
- Write the personalisation. In the Order notes box, type the names, dates and message exactly as they should appear, and paste a photo link for photo gifts. Label each item if there are several.
- Check everything. Read the names letter by letter, check the years and the address, and open your photo link in a private window.
- Pay. Choose one of the payment options shown at checkout. You receive an order confirmation email with your order number.
- Reread your confirmation. If anything needs changing, email us within 24 hours of ordering.
- Wait for your gift. We personalize and prepare it in 1-3 business days, then it travels for 7-14 business days.
13. Holiday planner
| Occasion | Order by (suggested) |
|---|---|
| Valentine’s Day | Mid January |
| Mother’s Day | Four to five weeks before the date in the recipient’s country |
| Father’s Day | Four to five weeks before the date in the recipient’s country |
| Birthdays and anniversaries | About four weeks before the day |
| Christmas | Early to mid November |
These suggestions combine our 1-3 business days of processing with 7-14 business days of delivery and a small buffer. They are not guaranteed dates.
14. Troubleshooting
I cannot find the Order notes box
It is on the checkout page, usually below the shipping address fields, labelled as order notes for your personalisation. If you cannot see it, try another browser or email us before paying and we will help.
My photo link does not open
Make sure sharing is turned on for the photo and that anyone with the link can view it. Test it in a private browser window. If you have already ordered, email us a working link within 24 hours.
The checkout will not accept my address
We deliver only to the United States, Canada, Australia and New Zealand. Check that the country is selected correctly and that the ZIP or postal code matches the city.
I did not get a confirmation email
Check spam and promotions folders. If it is not there, email us with your name and the time you ordered, and we will confirm the order and resend the email.
15. Help for gift recipients
If you received a Hugs Made gift, thank you for opening it with us. If something is wrong, for example it arrived damaged or a name is misspelled, email us with the name of the person who sent it or the order number from the packing slip if there is one. We will help, and we will agree any return or refund details with the buyer where needed.
16. Help with memorial orders
Ordering a memorial keepsake can be hard. Take your time with the order notes, and write the name and dates exactly as you would like them remembered. If you are unsure how to phrase something, or you would like us to check the details before you order, email us and we will reply gently and within 24 hours on business days. If the keepsake is a sympathy gift, you can ship it directly to the family.
17. Before you contact us
Have these ready and your question can usually be answered in one reply: your order number, the email used at checkout, the exact text for any change, photos for any damage, and your deadline if you have one.
18. Every support page in one place
| Page | Use it when |
|---|---|
| FAQs | You want a quick answer to a common question |
| Order Tracking | You want to check your order status |
| Shipping & Delivery | You are planning around a date or checking where we deliver |
| Cancel or Change an Order | You need to fix a detail within 24 hours of ordering |
| Returns & Exchanges | You want to send something back |
| Refund Policy | You want to know when and how your money comes back |
| Size Guide | You are choosing a size or want care tips |
| Payment Methods | You have a question about paying |
| Contact Us | You want to write to us |
| Submit a Ticket | You want a pre-filled email for a specific topic |
| DMCA | You have a copyright concern |
| Intellectual Property Policy | You have a trademark or other rights concern |
19. Still need help?
Email support@hugsmade.shop or submit a ticket. Include your order number if you have one, and photos if something arrived damaged. We support customers by email only and reply within 24 hours on business days. Hugs Made, 8601 Beach Blvd Apt 722, Jacksonville, FL 32216, US.