Find the most frequently asked questions here. If you don’t find what you’re looking for, please email me at customerservice@triplehug.com
Delivery
What countries do you ship to?
United States and Canada.
Where do your products ship from?
Products ship from the USA. We design everything out of Ontario, Canada. Some products may be shipped in two separate shipments.
Duvet Covers may be shipped from Canada or USA to match your shipping address.
What is the cost and method of shipping?
Prices and methods vary based on your location and the items you select. Please add the items you’re interested into your cart to receive a quote.
Will I pay additional customs or import fees?
If you are outside of the USA, you may be subject to customs or import fees. We cannot predict these fees, as they are entirely up to the customs agents in your country. Triple Hug is not responsible for these fees and cannot refund them under any circumstance.
Ordering + Returns
I changed my mind. Can I return my purchase?
Triple Hug do not accept returns or exchanges because everything is made-to-order just for you.
My order arrived damaged or was lost in the mail. Can you replace it?
Absolutely. Just email us a photo of your damaged item within 7 days of receiving it.
Triple Hug is not liable for packages that are delayed in transit, Held at Post Office at Customer Request, lost by the shipping carrier, or stolen– all circumstances which are beyond our control. Once we hand your item over to the shipping carrier it is their responsibility to deliver the item– please contact the shipping carrier directly regarding delays or lost packages. If you suspect mail theft you can obtain the GPS coordinates of the last scan point from the shipping carrier and file a mail theft report with your local police department.
What if my item is returned to the sender/seller after it’s shipped?
If a customer’s order is returned to the sender/seller the customer is responsible for paying for re-shipment.
My order hasn’t shipped yet. Can I cancel it?
All our items are made-to-order. If your order has already entered the production state or shipping stage, we are not able to cancel it.
How long until my order ships?
All of my products are made-to-order, usually within 3-8 business days. Business days are Monday to Friday, 9 to 5pm, and do not include US/Canada holidays.
Payment
Will I pay additional customs or import fees?
If you are outside of the USA, you may be subject to customs or import fees. We cannot predict these fees, as they are entirely up to the customs agents in your country. Triple Hug is not responsible for these fees and cannot refund them under any circumstance.
Personalization
There’s a spelling mistake on my blanket! What now?
If the error was made by Triple Hug, just contact us at customerservice@triplehug.com with a photo of the mistake and We’ll send out a replacement at no cost to you.
If the error was made on your part, still contact us, and we’ll send you a coupon for a discounted blanket.
Can I use non-Western characters? Arabic, Mandarin, etc?
Yes! Just write your custom text in any language when ordering.
Can I request a design proof of my order?
Yes, you can request design proof with your desired personalization. Please note that this may extend processing time as it will not be sent for production immediately. You will be given 24 hours to accept the proof and if we do not receive a response the order will be sent to production.
General Questions
Do you are able to add a Gift note?
Only for some products we can add a simple gift note. Please check the product description or ask us if we have this option before purchasing.
My order did not reach me on time. Can I return it?
Sometimes there are delays in transit times across all of our shipping carriers, and these will increase in the holiday season. We cannot guarantee that a shipment will arrive by a specific date, even if the tracking provides an estimated delivery date. We have had cases where a shipment is significantly delayed and shows as unscanned even if it was shipped. You will definitely get your shipment, but we are in no position to guarantee the timeline. We cannot refund or cancel orders if they did not reach on time. If your order did not reach on time, please contact us and the shipping carrier. We try our best to work with you but don’t control shipping. Please understand, NO returns are accepted for shipping delays.