FAQs

HOW DOES SHIPPING WORK?

HugoTong GiftStore partners with global merchants and artisans in order to provide you the best prices and the most interesting products. This means that your order is shipped from global areas such as Thailand, Tibet, China, India, etc. via our partnership with USPS.

Because we ship directly from our partners in these countries, your item may take 3-5 weeks to arrive. Please do not panic if it does not show up immediately, it's on its way (please email us for tracking) :)

We offer international shipping options too - no matter where you are, you can buy from us!

THE TRACKING NUMBER FOR MY ORDER STOPPED UPDATING, WHAT HAPPENED?

If you're buying from outside of the U.S. (particularly in Canada), your country's customs department may decide to hold your items at the border temporarily, often without explanation! Note: Canada's customs department takes a particularly long time to resolve these holds. This is relatively rare, but if your order is held up in customs, we suggest calling your country's customs department directly and ask that they release your items immediately.

HOW LONG DOES IT TAKE FOR AN ORDER TO  ARRIVE?

    • This depends on the product ordered:
    • Custom items such as t-shirts, wood watches, hoodies, coffee mugs can take up to 1-4 business weeks.
    • Leather totes takes 3-4 weeks as each piece is carefully handcrafted before getting the printed.
      • If you have any questions about our shipping times, please contact us and will be happy to help!
      • PLEASE NOTE:  In some cases, shipping may take longer due to various factors (ie; time of year order placed such as Thanksgiving, Christmas, and other major holidays).  As such, If we have already sent your order we will not be able to issue you a refund. For more information please contact us.    

    CAN BE MY ORDER SHIPPED FASTER?

    • At this time, we only have standard shipping and the shipping times will vary depending on what products you ordered.
    • Express shipping is available on selected items please email us for more information support@hugotong.com
      For more information on the shipping times, please refer to "How long does it take for an order to arrive" above. 
    • Please note: we have received plenty of requests from our happy customers that want faster shipping options and it's currently in the works! Once it's effective in the store we'll let you know - we'll keep you posted! 

    CAN I CHANGE MY SHIPPING ADDRESS AFTER I PLACE MY ORDER?

      • For change of shipping address after your order has been placed, please let us know ASAP so we can make the change. We cannot guarantee that the address will be updated in time before your item is shipped so please give us the information as soon as possible. We will do our best to accommodate you. If item has been ship customer will be liable to pay for item and have it ship to correct address. 

    CAN I HAVE A TRACKING NUMBER?

    Tracking number will be send automatically upon dispatch, please allow a few days for logistic company to update the information. Don't worry if the link did not work after you receive it, it is normal. Unfortunately our global suppliers from our global warehouses do not always provide tracking numbers on discounted/ free items. Please email: support@hugotong.com
    Note: if for some reason your order is never released by customs, we'll send you a replacement!

    I ORDERED 2+ ITEMS, BUT ONLY RECEIVED ONE... WHERE'S MY ORDER?

    • We have a large assortment of products not stocked in-house, when you order multiple items at a time, they may be shipped separately so they get to you faster. You may receive one item before the next. So don't panic if you don't receive all of your items at once…they are on the way :)

    WHAT IF I NEED TO RETURN SOMETHING?

    No worries! Contact us right away and we'll help guide you through the process - we'll send you a prepaid mailer to send the item back.