Shipping & Delivery
Every HUGS order starts with a simple idea: it should arrive calmly.
No stress. No surprises. Exactly the way we’d want to unbox it ourselves.
Our products are crafted by hand — not pulled from a shelf, but made with care at every step. That’s why we pack them the way we’d pack something for our own home.
We also try to do it responsibly. Wherever possible, we use eco-friendly solutions: biodegradable bags, paper instead of plastic, and only the packaging that’s truly needed. Nothing extra.
Processing Time
We like things to be clear, so here’s what to expect:
- Production & preparation: 3-5 business days from payment confirmation
- Delivery with DHL: 5 business days from dispatch (Poland)
- Total estimated time: around 10 days from order
Each product is crafted to order, which means lead times may vary depending on the model. If a different lead time is stated on the product page, it will take precedence over the information provided above.
Each piece follows its own rhythm — during busier periods or for custom orders, processing time may be slightly longer.
If anything changes, we’ll let you know right away.
Shipping Costs
- Courier DHL | Poland: 29,00 PLN
- Courier DHL | Germany, Austria, Czech Republic, Slovakia: 49,00 PLN
- Courier DHL | rest of EU: 79,00 PLN
Free shipping within Poland for orders over 300,00 PLN
If your country isn’t listed, just drop us a message at
hello@hugsforpets.com — we’ll find the best option and quote it individually.
If your order includes multiple items, it may arrive in more than one parcel.
For you, nothing changes — you only pay one shipping fee.
How it works
- You place your order and choose a payment method.
- Payment is confirmed — we start processing.
- We pack everything with care, making sure it travels safely and looks good when opened.
- We ship your order via DHL.
- You receive a tracking number.
- The courier delivers your package to your door.
Receiving your package
We know — it’s a small thing, but it matters.
Please check the outer condition of the parcel when receiving it.
If you notice any visible damage, ask the courier to prepare a damage report.
It makes everything easier if we need to sort something out later.
If you spot any issues after delivery, let us know within 48 hours:
hello@hugsforpets.com
Returns & Exchanges
You have
14 days to return your order — no explanation needed.
Return address:
ul. Akacjowa 1
62-025 Kostrzyn Wielkopolski
Poland
Return shipping costs are covered by the customer, unless the product is faulty — in that case, we take care of it.
Full details are in our Terms & Conditions, but if you prefer — just reach out. We’ll guide you through it.
Questions?
We’re on the other side.
And we actually reply.
hello@hugsforpets.com
