FAQ
Frequently Asked Questions (FAQ)
Welcome to the FlyHugz® FAQ page. Here you'll find answers to the most common questions about our products, orders, shipping, and policies.
Orders & Payment
How do I place an order?
Simply browse our products, select the item you want, choose your quantity, and click "Add to Cart." When you're ready to checkout, proceed to the cart, enter your shipping information, and complete your payment. You'll receive a confirmation email once your order is successfully placed.
What payment methods do you accept?
We accept all major credit cards, debit cards, and other secure payment methods available at checkout. All transactions are encrypted and secure.
Will I receive a confirmation after placing my order?
Yes! You will receive an order confirmation email immediately after your purchase. This email will contain your order number and receipt. If you don't see it, please check your spam folder.
Can I modify or cancel my order after placing it?
Once an order is placed, it enters our processing system immediately. If you need to modify or cancel your order, please contact us at flyhugzshop01@gmail.com as soon as possible. We'll do our best to accommodate your request, but we cannot guarantee changes once processing has begun.
Why was my order cancelled?
Orders may be cancelled for various reasons, including payment verification issues, suspected fraud, inventory unavailability, or incorrect pricing. If your order is cancelled, we will notify you via email and issue a full refund to your original payment method.
Do you charge sales tax?
Sales tax may be applied based on your location and local tax regulations. Any applicable taxes will be clearly displayed at checkout before you complete your purchase.
Shipping & Delivery
Do you offer free shipping?
Yes! We offer free shipping on all orders worldwide.
How long will it take to receive my order?
Free Shipping: 7-14 business days to most countries Priority Processing + Insured Shipping ($4.99): 6-12 business days to most countries
Processing time is 1-2 business days. Orders placed before 11:00 AM PST ship the same day.
Do you ship internationally?
Yes! We ship to customers worldwide with similar delivery timeframes.
How do I track my order?
Once your order ships, you'll receive a tracking number via email. You can use this number to track your package with the carrier. If you haven't received a tracking number within 7 business days, please contact us at flyhugzshop01@gmail.com.
What carriers do you use?
We use reputable carriers including USPS and others. For high-value orders, a signature may be required upon delivery.
What if my package is lost or damaged?
If your package is lost or damaged during shipping, please contact us immediately at flyhugzshop01@gmail.com. We'll work with you to resolve the issue. Consider adding Shipping Protection ($5.00) at checkout for added peace of mind.
What is Shipping Protection?
Shipping Protection is an optional $5.00 service that protects your order from damage, loss, or theft during transit. You can enable or disable this option at checkout.
My order says "delivered" but I haven't received it. What should I do?
First, check with neighbors, household members, or building management. Sometimes packages are left in safe locations. If you still cannot locate your package, contact us at flyhugzshop01@gmail.com with your order number and tracking information.
Returns & Refunds
What is your return policy?
We accept returns within 60 days of delivery for items that are unused, in original packaging, with all tags attached. You must contact us at flyhugzshop01@gmail.com to request a return authorization before sending anything back.
Can I return a used product?
No. For hygiene reasons, we cannot accept returns of products that have been used or show signs of wear. All returned items must be in their original, unused condition.
How do I initiate a return?
Contact our customer service team at flyhugzshop01@gmail.com with your order number and reason for return. Once approved, we'll provide detailed return instructions.
Who pays for return shipping?
Defective Products: We provide a free prepaid return shipping label. Customer Remorse/Change of Mind: You are responsible for return shipping costs.
How long does it take to receive my refund?
Once we receive and inspect your returned item, we'll process your refund within 30 days. The refund will be issued to your original payment method. Please allow additional time for your financial institution to process the refund.
Can I exchange an item?
The fastest way to exchange an item is to return what you have and place a new order for the item you want once your return is accepted.
Can I return a gift?
Yes, as long as the item meets our return criteria: unused, original packaging, within 60 days of delivery. Please have the order number or gift receipt available.
What if I receive a defective or wrong item?
If you receive a defective or incorrect item, please contact us immediately at flyhugzshop01@gmail.com with your order number, photos, and a description of the issue. We'll arrange for a replacement or refund at no cost to you.
Can I return an item if it was delivered on time?
We do not accept returns for items delivered within our standard delivery timeframe of 7-14 business days, unless the item is defective or damaged.
What if I accidentally ordered too many items?
Unfortunately, as a small company, we cannot accept returns for accidental over-ordering due to shipping and handling costs. Please double-check your order before completing your purchase.
Are there any restocking or damage fees?
No. We charge $0.00 for restocking fees and $0.00 for damage fees on all eligible returns.
Products
Are your products high quality?
Yes! At FlyHugz®, we are committed to providing high-quality products. All our items are carefully selected and tested to ensure they meet our quality standards.
How do I know which product is right for me?
Each product page includes detailed descriptions, specifications, and features. If you have specific questions about a product, please contact us at flyhugzshop01@gmail.com.
Do you restock sold-out items?
We do our best to restock popular items, but availability is not guaranteed. Sign up for our newsletter or check back regularly for updates on product availability.
Can I see the product in person before buying?
Our products are available exclusively online. However, we provide detailed photos and descriptions to help you make an informed decision.
Do your products come with a warranty?
Specific warranty information varies by product. If you receive a defective item, please contact us immediately and we'll arrange for a replacement or refund.
Account & Privacy
Do I need to create an account to make a purchase?
Account requirements may vary. You can often checkout as a guest, but creating an account may provide benefits like order tracking and faster future checkouts.
How is my personal information protected?
We take your privacy seriously. All personal information is kept confidential and secure. For detailed information, please review our Privacy Policy. We will never ask for sensitive information like passwords or full credit card details via email.
Can I update my shipping address after placing an order?
If you need to update your shipping address, please contact us at flyhugzshop01@gmail.com immediately. We'll do our best to update it before your order ships, but we cannot guarantee changes once processing has begun.
Contact & Support
How can I contact customer service?
Email us at flyhugzshop01@gmail.com. Our team is available Monday–Friday, 8:00 AM – 6:00 PM PST.
How long does it take to get a response?
We strive to respond to all inquiries within 24-48 hours during business days. Responses may be delayed during weekends and holidays.
I didn't receive a response to my email. What should I do?
First, check your spam or junk folder. If you still haven't received a response after 48 business hours, please resend your inquiry or send a follow-up email.
Can I contact you via phone or social media?
The fastest and most reliable way to reach us is via email at flyhugzshop01@gmail.com. This ensures your inquiry is properly documented and receives prompt attention.
Technical Issues
I'm having trouble completing my order. What should I do?
Try the following steps:
- Clear your browser cache and cookies
- Try a different browser or device
- Ensure your payment information is entered correctly
- Check that your billing address matches your card information
If the problem persists, contact us at flyhugzshop01@gmail.com with a description of the issue and any error messages you're receiving.
The website isn't loading properly. What should I do?
Try refreshing the page, clearing your browser cache, or accessing the site from a different browser or device. If the issue continues, please contact us at flyhugzshop01@gmail.com.
Still Have Questions?
If you couldn't find the answer you were looking for, please don't hesitate to contact us at flyhugzshop01@gmail.com. Our customer service team is happy to help!
Email: flyhugzshop01@gmail.com
Working Hours: Monday–Friday, 8:00 AM – 6:00 PM PST
Thank you for choosing FlyHugz®. We're here to ensure you have the best shopping experience possible!