Submit a Ticket

Last updated: October 29, 2026

A support ticket is simply an email to our support team with the right subject line, so it reaches the right place and gets the right answer the first time. Choose the topic below that matches your question. Each link opens a new email to support@hugsmade.shop in your email app with the subject already filled in, and a short checklist tells you what to include. We reply within 24 hours on business days.

1. Choose your topic

If the links do not open your email app, copy our address, support@hugsmade.shop, into a new email and use the topic name from the table as the subject line.

2. What makes a great ticket

We can usually resolve a ticket in a single reply when it contains:

• The order number, from your confirmation email or My account.
• One topic per email. If you have two unrelated questions, two short tickets are answered faster than one long one.
• Exact wording for any personalisation, with capital letters and punctuation exactly as you want them.
• Photos for anything about damage or the look of the personalisation: the whole item, a close-up and the box.
• Your deadline, if a date matters.
• Your preference, such as refund or store credit, so we can act without asking.

3. What happens after you send a ticket

1. Received. Your email arrives in our support inbox. Keep it in your sent folder as your record.
2. Answered. We reply within 24 hours on business days, Monday to Friday, excluding public holidays.
3. Follow-up. If we need anything else, such as a clearer photo, we ask in the same thread. Please reply rather than starting a new email, so the history stays together.
4. Resolved. We confirm in writing what was done: a change made, a cancellation and refund, a return label sent, or an answer given.

4. Time-sensitive tickets

Changes and cancellations are possible within 24 hours of placing your order. If your ticket is about one of these, use the “Change my order” or “Cancel my order” link and send it as soon as you notice. Your request counts from the moment it reaches our inbox, even if our reply arrives on the next business day.

For gifts needed by a date, mention the date in the first line. We will tell you honestly what is realistic based on our 1-3 business days of processing and 7-14 business days of delivery.

5. Tickets about damage or personalisation

If your gift arrived damaged, or the personalisation does not match what you typed in the order notes, photos help us more than any description. Please photograph:

• the whole item, in good daylight if possible;
• a close-up of the damage or the personalisation;
• the outer box and the shipping label;
• the packing material inside, if the item was damaged.

Keep the packaging until we have replied. We will look at your photos and help put it right; a return with a free label is always available within 60 days. See our Returns & Exchanges Policy.

6. Tickets about returns and refunds

Every item can be returned within 60 days, for any reason, with a free return label, including for change of mind. Tell us the order number, which items are coming back and whether you prefer a refund to your payment method or store credit that never expires. We reply with instructions and the label, and we issue your refund within 7 days of receiving your return. Details: Refund Policy.

7. Tickets before you order

Questions before buying are the most useful tickets of all. Tell us the product, the names or text you plan to use, your photo link if it is a photo gift, the destination country and your deadline. We will tell you whether the text will fit well, whether the photo looks sharp enough and whether the timing is realistic.

8. Keep your information safe

Please do not send card numbers, security codes, bank details, passwords or one-time codes in a ticket. We will never ask for them. If you receive an email claiming to be from Hugs Made from any address other than support@hugsmade.shop, do not reply or click its links; forward it to us. Information you send in tickets is handled as described in our Privacy Policy.

9. If you do not hear back

We reply to every ticket within 24 hours on business days. If you have not heard from us:

• check your spam, junk and promotions folders, and search for “Hugs Made”;
• check that you sent the ticket to support@hugsmade.shop, spelled exactly;
• if your message had very large attachments, try sending smaller photos;
• then reply to your original email with “Follow-up” in the subject.

10. Ticket examples

Change my order

Order 1234. Please change the second name on the ornament from “Liam” to “Leo”. Everything else is correct. Thank you.

Question before ordering

Hello, I would like the 11 oz mug with “Grandma Rose” and five names: Ava, Liam, Noah, Mia and Ella. Will they fit, and could it reach Calgary by May 1 if I order today?

Damaged item

Order 1234. The keepsake figure arrived with one hand broken off. Photos of the figure, the piece and the box are attached.

Return request

Order 1234. I would like to return the family sign; the size is too large for our hallway. Store credit is perfect. Could you send the return label?

Personalisation issue

Order 1234. The mug says “Grandma Rosa”, but my order notes said “Grandma Rose”. A photo of the mug is attached. What can we do?

Where is my order?

Order 1234, placed on March 3 and shipped to 12 Harbour Street, Wellington, New Zealand. It has not arrived yet. Could you check it for me?

Refund question

Order 1234. I posted the ornament back with your label on April 2. Could you let me know when the refund will be issued?

11. Tickets about payments

If a payment was declined, charged twice or shows an amount you do not recognise, open a “Payment problem” ticket with your order number or the time you tried to pay, the amount and the payment option you chose. A screenshot of the charge from your banking app, with card numbers covered, helps us match it quickly. We will explain what happened and, if an amount was taken by mistake, refund it. See Payment Methods for common fixes you can try first.

12. Tickets about privacy

You can ask us to send you a copy of the personal information we hold, to correct it or to delete it. Use the “Privacy request” link and send it from the email address you used with us, or tell us your order number. We may ask a simple question to confirm the request is yours before acting on it. Remember that customer photos are already deleted 30 days after delivery.

13. Tickets about copyright or trademarks

For concerns about content on our site, use the “IP concern” link and include the details listed on our DMCA page for copyright, or our Intellectual Property Policy for trademarks and other rights. We confirm receipt within 24 hours on business days and review every report.

14. Tickets for larger or group orders

Planning ornaments for every family at a reunion, matching mugs for a team or keepsakes for a memorial gathering? Use “Question before ordering” and tell us the products, how many, how the names differ between items and your date. We will help you send the personalisation clearly, so every gift has the right names, and explain the timing.

15. How we look after your ticket

Every ticket is read and answered by a person. We keep the conversation in one email thread, we write in plain language, and we tell you clearly what we can and cannot do. When something was our mistake, we say so. When something is outside our control, such as a carrier delay, we explain what we can do instead.

16. Ticket checklist

• Did you use the topic link or a clear subject line?
• Is your order number in the subject or first line?
• Is any new personalisation written exactly as it should appear?
• Are photos attached if something is damaged or looks wrong?
• Did you mention your deadline and your preferred outcome?
• Did you leave out card numbers, passwords and codes?
• Are you writing from the email address used at checkout, or did you mention it?
• If the gift went to someone else, did you include their delivery address?

17. Gift recipients and helpers

If you received a gift and something is wrong, open a ticket too. Tell us the name of the person who sent it or the order number if you have it. If you are helping a parent or grandparent with their order, mention their name and the order number, and copy them into the email if possible. Refunds always go to the person who paid.

18. Other ways to find answers

Many questions are answered right away on our FAQs page or in the Help Center. You can check your order status on Order Tracking, read about delivery times on Shipping & Delivery, and find our business details on Contact Us. Hugs Made, 8601 Beach Blvd Apt 722, Jacksonville, FL 32216, US.