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ORDER STATUS
Keep your order details close.
Sign in to view available account information. If you need help, send us the order number and the email used at checkout so we can locate it quickly.
Go to your accountCUSTOMER CARE
Clear help, before and after your order.
Find practical answers about delivery, returns, product care and warranty support—or send our team the details and we’ll help you find the next step.
Contact HugCubs02
SHIPPING
Timing and cost are confirmed at checkout.
Available delivery methods, estimated timing and charges are shown before payment. When tracking is available, it is sent to the contact information on the order.
Ask about a delivery03
RETURNS & EXCHANGES
Contact us before sending anything back.
We’ll review the order, product condition and the terms that apply to your purchase, then provide the appropriate instructions. Please do not mail an item without return guidance.
Start a request04
WARRANTY SUPPORT
Help us understand the product first.
Warranty terms can vary by product and purchase channel. Include your order number, model information and clear photos or a short video of the issue so our team can assess it accurately.
Request product supportSAFE, COMFORTABLE USE
Use the instructions made for your model.
The product label and included manual are the primary instructions for your item. Stop using a product if the cord, controller or fabric appears damaged, or if it behaves unexpectedly.
- Unplug and allow the product to cool before cleaning or storing.
- Remove a detachable controller before washing; never immerse the controller or plug.
- Keep the pad flat during use—avoid sharp folds, bunching or placing heavy objects on it.
- Do not use while sleeping unless the instructions for that exact model explicitly allow it.
- Heat products are for comfort, not medical diagnosis or treatment. Ask a qualified professional if heat may not be suitable for you.
COMMON QUESTIONS
A few answers before you write.
Where can I find my order number?
Check the order confirmation sent to the email or phone used at checkout. Include that number whenever you contact us about an existing purchase.
Can you change or cancel an order?
Contact us as soon as possible. We will check the current fulfillment status, but changes cannot be guaranteed once processing has started.
Is every HugCubs product machine washable?
No. Cleaning instructions vary by model. Follow the sewn-in label and manual, and always disconnect a removable controller before washing when the instructions permit machine washing.
Are all products FSA/HSA eligible?
No. Eligibility only applies where it is stated on the specific product page and remains subject to your plan administrator’s decision. Keep your itemized receipt.
Which product is right for me?
Use Find Your Comfort for a quick recommendation based on body area, preferred feel and everyday routine.
Open the product finderWhat should I include in a support request?
Your name, order number, product model, a clear description, and photos or video when relevant. Please do not include payment card information.
CONTACT HUGCUBS
Tell us what happened.
Share enough detail for the team to understand the request. For product issues, an order number and model information are especially helpful.
EMAIL
support@hugcubs.com
Please do not send passwords or payment card details. See our Privacy Policy.