Order Tracking
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Waiting for a gift you chose with care can feel long. Use the form below to check the status of your Hugs Made order: enter your order number and the email address you used at checkout. Below the form you will find what each status means, how long each stage normally takes and what to do if something seems wrong.
Order timeline at a glance
- Personalisation and preparation: 1-3 business days after you order.
- Delivery: 7-14 business days in transit to the US, Canada, Australia or New Zealand.
- Changes: possible within 24 hours of ordering.
- Questions: email support@hugsmade.shop; we reply within 24 hours on business days.
1. Where to find your order number
Your order number is in the order confirmation email we send when you place your order, usually in the subject line and at the top of the message. If you created an account, you can also see it under My account in the list of orders. Enter the number without the “#” sign, together with the email address you used at checkout, which may be different from the address you use every day.
Cannot find the email? Search your inbox for “Hugs Made”, and check spam, junk and promotions folders. If it is still missing, email us with your name and the approximate time of your order, and we will look it up.
2. What each order status means
| Status | What it means | What you should do |
|---|---|---|
| Pending payment | The order was started but payment has not been confirmed yet | If you paid, wait a few minutes and check again; if it stays pending, email us before paying a second time |
| Failed | The payment did not go through | Try again at checkout, or check your payment details with your bank |
| On hold | We are waiting for something, such as a payment confirmation or an answer from you | Check your email for a message from us and reply if we asked a question |
| Processing | Payment received; we are personalizing and preparing your gift (1-3 business days) | Nothing to do. If you need a change and it is within 24 hours of ordering, email us now |
| Completed | Your order has been prepared and handed over for delivery (7-14 business days in transit) | Watch for the parcel; email us if it has not arrived after 7-14 business days |
| Cancelled | The order was cancelled, by you or by us | If you did not ask for this, check your email for our explanation or contact us |
| Refunded | Part or all of the order has been refunded | Allow your bank its usual time to show the refund on your statement |
3. How long each stage takes
Every order passes through the same two stages. The first is processing, which takes 1-3 business days and includes reading your order notes, personalizing your gift exactly as written and preparing it for shipping. The second is transit, which takes 7-14 business days to addresses in the United States, Canada, Australia and New Zealand. Business days are Monday to Friday, excluding public holidays.
| Day | What happens |
|---|---|
| Monday | Order placed; confirmation email sent; 24-hour change window starts |
| Tuesday | Change window ends at the same time as the order was placed |
| By Thursday of week 1 | Personalisation and preparation complete (1-3 business days) |
| Weeks 2 to 4 | Parcel in transit (7-14 business days) |
For a gift needed by a particular date, we suggest ordering about four weeks ahead. See Shipping & Delivery for more planning advice.
4. If your order seems late
Parcels can move more slowly in busy seasons, especially before Christmas and Mother’s Day, and international deliveries to Canada, Australia and New Zealand cross customs. If the 7-14 business days of transit have passed and your gift has not arrived, email support@hugsmade.shop with:
- your order number;
- the full delivery address as you entered it;
- whether the gift was sent to you or to someone else.
We will check the order and work with you on the next step. If the gift was for a date that has now passed, tell us; we will talk through your options, including our 60-day returns with a free return label once it arrives.
5. If the status says completed but nothing has arrived
A completed status means your order has left us; it does not mean the parcel has reached the door. Transit takes 7-14 business days. If that time has passed, or if the carrier shows the parcel as delivered but you cannot find it, check with neighbours, building reception, a parcel room or your local post office, then contact us with your order number.
6. Gifts sent to someone else
If you sent a gift straight to a friend or relative, you can still track the order here with your order number and your own email address. To keep the surprise, our emails go to the buyer, not to the recipient. If the recipient has moved, tell us as soon as possible; changes to the shipping address are possible within 24 hours of ordering, and after that we will help where we can.
7. Changing an order you are tracking
If your order still shows Processing and it is within 24 hours of ordering, you can change the personalisation, options or address, or cancel it, by emailing us. See Cancel or Change an Order. After 24 hours, production may have started; once the gift arrives, the 60-day return with a free label is available.
8. When the gift arrives
Open the parcel carefully, especially for ornaments, figures and mugs. Check the personalisation against your order notes. If anything arrived damaged or does not match what you wrote, keep the packaging, take photos and email us with your order number. We will help put it right. See our Returns & Exchanges Policy and Refund Policy.
9. Tracking for orders with several items
If your order includes several gifts, the status above applies to the whole order. If you have questions about a particular item, for example one of three matching mugs, email us with the order number and describe the item, and we will check it for you.
11. Deliveries to Canada, Australia and New Zealand
Orders ship from the USA, so parcels to Canada, Australia and New Zealand travel further and cross a border. The delivery estimate is still 7-14 business days in transit, but international parcels are more often at the later end of that range, and a parcel can pause for a few days while it is processed at the border. Whether any import duty or tax applies depends on the destination country’s rules.
12. Busy seasons
From mid November to the end of December, and in the weeks before Mother’s Day and Valentine’s Day, carriers in all four countries handle far more parcels than usual. Our processing time stays at 1-3 business days, but transit can stretch. If you are tracking a gift for one of these dates, check the status early and order with a buffer when you can.
13. Address problems
Most delivery delays that are not caused by the season come from addresses: a missing apartment or unit number, a ZIP or postal code that does not match the city, or a recipient who has moved. If you spot a mistake in the address on your confirmation email, write to us immediately. Within 24 hours of ordering we can correct it before the parcel leaves us. After that, we will help where we can, but we cannot guarantee a carrier will redirect a parcel that is already on its way.
14. What we check when you contact us
When you write about an order, we look at the order status, the date it was prepared, the delivery address you entered and any messages already on the order. We then tell you what we found and the next step. Including your order number and the delivery address in your first email means we can do all of this without asking you again.
15. Keeping a gift on schedule
If you are tracking an order for an important date, a few habits help:
- Check the status the day after you order. If it still shows Pending payment, contact us before paying again.
- Reread your confirmation email within the first 24 hours, while changes are still possible.
- Count business days, not calendar days, when you add 1-3 days of processing and 7-14 days of transit.
- If the recipient will be away, ship to an address where someone can receive the parcel.
- Tell us your deadline when you write; it helps us explain your options clearly.
16. Privacy
The tracking form asks for both the order number and the checkout email address so that only the buyer can see the order details. We never show the personalisation or the delivery address to anyone who cannot provide both. See our Privacy Policy.
17. Quick answers
Can I track my order without an account?
Yes. The form above only needs your order number and the email address you used at checkout.
Why does the form say it cannot find my order?
Check that you typed the order number without the “#” sign and used the exact email address from checkout. If it still does not work, email us.
Can you deliver faster if my order is late?
We cannot speed up a parcel once it is with the carrier, but we can check the order and explain your options.
Will the recipient receive tracking emails?
No. Order emails go to the buyer’s email address so the gift stays a surprise.
The status has not changed for a day or two. Is something wrong?
Not usually. Orders stay in Processing for up to 1-3 business days while we personalize them, and weekends and public holidays are not counted.
I entered the wrong email address at checkout. How can I track my order?
Email us from the address you meant to use, with your name, the shipping address and the approximate time of the order. We will find the order and confirm the status.
Why does my order show On hold?
Usually because we are waiting for a payment confirmation or for your answer to a question about the personalisation, such as a photo link that does not open. Check your email and reply, and the order will move on.
Can I change the delivery address while tracking?
Yes, within 24 hours of ordering. After that, contact us anyway; we will tell you honestly what is still possible for your order.
18. Need help?
Email support@hugsmade.shop or submit a ticket with your order number. We reply within 24 hours on business days. You can also visit our Help Center or read the FAQs.