Shipping policy

Thank you for choosing MoiHug! We are committed to ensuring your order reaches you quickly and safely. Please review our shipping terms below.

Order Processing Time

We know you're excited to meet your new sleep companion! Once your order is placed, our team will process it and provide a tracking number within 5 business days.

Estimated Delivery Time

Under normal circumstances, your order is expected to arrive within 15 calendar days after shipment. Please note that delivery times are estimates and may be influenced by:

  • Regional Efficiency: Variations in local postal services and customs clearance.
  • Peak Seasons & Force Majeure: Holidays (e.g., Black Friday), extreme weather, or natural disasters.
  • Customs Inspections: Random inspections by destination customs may occasionally extend the timeline.

Shipping Costs

Shipping costs are calculated automatically at checkout based on your delivery address and order total. You can review the final shipping fee before completing your purchase.

Order Tracking

Once your package is on its way, you will receive an email with your Tracking Number. You can track your package directly via the link in the email or through the "Order Tracking" page on our website.

Important Notes

  • Address Accuracy: Please provide a complete and accurate shipping address. MoiHug is not responsible for delays or losses due to incorrect information. Any re-shipping costs will be at the customer's expense.
  • Modifications: If you need to update your address, please email us at support@moihug.com within 24 hours of placing your order. Once a tracking number is issued, the order cannot be modified.
  • Order Cancellation: To cancel an order, email support@moihug.com with "Cancel Order" and your Order Number in the subject line within 24 hours. Once processed, orders cannot be canceled.
  • Recipient Information: Ensure the recipient’s name matches their official ID to prevent customs delays.
  • Duties and Taxes: International orders may be subject to import duties or VAT. These charges are the sole responsibility of the recipient and are not included in our prices.
  • Damaged or Lost Packages: If your package arrives damaged, please refuse delivery or note the damage when signing, and contact us immediately. If a package is confirmed lost in transit, we will actively assist you in finding a resolution.