Thank you for shopping with Hugsio. This Shipping Policy outlines how and when we ship your orders. If you have any questions, please contact us at contact@hugsio.com.

1. Shipping Origin

All Hugsio physical products are shipped from within the European Union (EU). Orders are processed and dispatched from our fulfilment partner in the EU.

2. Processing Time

Orders are typically processed within 1–3 business days of payment confirmation (excluding weekends and public holidays). During peak periods (e.g. holiday seasons, product launches), processing times may be slightly longer. We will notify you if there is an unexpected delay.

You will receive a shipping confirmation email with your tracking number once your order has been dispatched.

3. Estimated Delivery Times

The following delivery estimates apply once your order has been dispatched. These are estimates only and are not guaranteed.

United Kingdom (UK)

• Standard Shipping: 3–7 business days
• Customs and import duties may apply and are the responsibility of the recipient

Canada (English-speaking provinces and territories)

• Standard Shipping: 7–14 business days
• Import duties, customs fees, and taxes may apply and are the responsibility of the recipient

United States

• Standard Shipping: 7–14 business days
• Import duties, customs fees, and taxes may apply and are the responsibility of the recipient

Rest of Europe and Other International Destinations

• Please contact us at contact@hugsio.com before placing your order to confirm availability and estimated delivery time to your location.

4. Shipping Carriers

We work with reputable international shipping carriers, which may include but are not limited to: DHL, DPD, PostNL, Royal Mail, Canada Post, and USPS. The carrier used may vary depending on your destination and the availability of services at the time of dispatch.

5. Order Tracking

Once your order has been dispatched, you will receive a shipping confirmation email containing a tracking number and a link to track your shipment in real time. You can also track your order at any time by visiting our Track Order page.

Please allow up to 24 hours for tracking information to appear after receiving your confirmation email.

6. Customs, Duties, and Import Taxes

As our products are shipped from the EU, orders destined for the UK, Canada, and the United States may be subject to customs duties, import taxes, or other charges imposed by the destination country's customs authority. These charges are the sole responsibility of the recipient and are not included in the price of the product or shipping cost paid at checkout.

We are unable to predict the exact amount of customs charges, as these vary by country and order value. We recommend checking your country's import regulations before placing your order. Hugsio cannot be held responsible for any delays caused by customs clearance processes.

7. Delivery Failures and Incorrect Addresses

It is your responsibility to provide a correct and complete delivery address at the time of ordering. Hugsio cannot be held responsible for orders lost or delayed due to an incorrect or incomplete address provided by the customer. If an order is returned to us due to an incorrect address or a failed delivery attempt, we will contact you. Re-delivery costs will be the responsibility of the customer.

If you notice an error in your shipping address after placing your order, please contact us immediately at contact@hugsio.com. We will do our best to correct it before dispatch, but we cannot guarantee changes can be made once an order has been processed.

8. Lost or Delayed Shipments

If your order has not arrived within the estimated delivery window, please first check your tracking information for updates. If the tracking shows no movement for more than 10 business days, please contact us at contact@hugsio.com and we will investigate with the carrier on your behalf.

Please note that delivery timescales are estimates and may be affected by carrier delays, customs processing, or other factors outside our control.

9. Force Majeure

Hugsio shall not be liable for delays in delivery caused by circumstances beyond our reasonable control, including but not limited to: natural disasters, extreme weather events, strikes or industrial action by carriers, government restrictions, pandemics, supply chain disruptions, or other force majeure events. In such circumstances, we will inform you of any delay and work with you to find a suitable resolution.

10. Digital Products — No Shipping

Digital products (e-books and guided wellness journals) are delivered electronically by email and are not subject to shipping. You will receive your download link within minutes of purchase confirmation. Please check your spam or junk folder if you do not receive it within 30 minutes.

11. Contact Us

For any questions about your shipment, please contact us:
Email: contact@hugsio.com
We aim to respond within 2 business days.

Last updated: April 2026