COVID-19 Q&A

GRATEFUL. We are very grateful to all our customers who have been supporting our small business and local artisans during this unprecedented time. We love helping to send hugs and bringing smiles. Your reviews and messages about your and your Hug Box recipient's experiences and joy are why we do this.

CURRENT STATUS. The brick and mortar shop has been closed since Friday March 13, but we are excited to say we are re-opening Saturday, June 6th from 11am - 3pm.
Hug Boxes have been and are still being shipped from the home office. Safety and health are a high priority. If you are local and choose pick up, please be sure to leave a contact number to schedule the day and time of pick up at the shop. 

ABOUT SHIPPING. During this unprecedented time, we are not able to offer overnight or 2-day air, or even 3-day air delivery. We do not want our customers paying 3 times the amount for expedited shipping if USPS and UPS cannot guarantee those timelines due to unexpected delays around COVID-19. At this time, we are offering USPS Priority Mail and UPS Ground. We ship from Georgia, so please keep in mind if you are sending a hug to Mid-West coast or the North East to factor in more days. Please note that any orders placed after 1pm ECT may not be able to be fulfilled and dropped off to UPS or USPS until the next day.

SHIPPING /BILLING ADDRESS. If you pay using a third party (Amazon, PayPal, Google Pay), your billing address will not appear on your account with us and sometimes that may be confusing on your end when you receive notifications about your order. Please double check your shipping address when placing your order and let us know if it needs to be changed as soon as possible. Our goal is to get your Hug Box fulfilled and shipped off the day you place your order (orders placed by 1pm ECT), and definitely the next day.

MESSAGE FOR NOTECARD. Please be sure to look for the message box on the 'add to cart' page. If you plan to pay using a third party (Amazon, PayPal, Google Pay) be advised that once you leave our site, there will be no option to send a message for the notecard, so please email the recipient's name, your message and who it from with your order # to hello@thehugbox.com.

HUG BOX UPDATES. We have updated our Hug Boxes with some new artisans and new products. We love consistency, but once in awhile may not have particular products back in inventory soon enough during this COVID-19 crisis. Therefore we may update Hug Boxes with products that we have available. 

If you have any other questions or feedback on how to better serve you, please send us an email at hello@thehugbox.com