Shipping policy
Where we ship
Right now, Australia only. We're working on New Zealand and the UK as our next markets, but every Huggu in this batch ships within Australia.
Free shipping on every order
Every Huggu order ships free within Australia via Australia Post Tracked. You'll receive a tracking number as soon as your batch is dispatched.
Estimated delivery once dispatched:
- 3–7 business days metro areas
- 5–12 business days regional areas
Delivery times are estimates from Australia Post's network and exclude the pre-order production window described below.
Pre-order window
All current orders for Benny, Betty, Momo, Coco, Avo, Howie and Mimi are pre-orders. The current batch ships on or around 8 August 2026, once independent Australian safety testing is complete.
We email you the moment your Huggu leaves our warehouse with the tracking number.
A few important things about pre-orders:
- We charge your card at the time you place your pre-order, not at dispatch.
- You can cancel any pre-order any time before dispatch — full refund within 5 business days. Email support@huggu.com.au with your order number.
- Once your Huggu is in the post, the 30-day cuddle trial applies from the day Australia Post marks the parcel as delivered (see Refund Policy).
- If we need to adjust the dispatch date, we email all affected pre-order customers at least 14 days before the original date — with the option to keep the order or cancel for a full refund.
Tracking and lost parcels
Every shipment includes Australia Post tracking. We'll email your tracking number the moment your parcel is dispatched.
If a parcel is lost in transit within Australia, we'll send a replacement at our cost — just email us with your order number.
If a parcel is marked delivered but you can't find it:
- Check with neighbours and your local Australia Post outlet first.
- Contact us within 5 business days of the "delivered" timestamp.
- We'll work with Australia Post to investigate, and replace where appropriate.
PO Boxes and parcel lockers
Australia Post delivers to PO Boxes and Parcel Lockers — just enter that address at checkout.
Address changes
Email us at support@huggu.com.au immediately if you need to update your delivery address. We can change it before dispatch — but not after, because Australia Post takes over once the parcel is in their network.
International orders
Once we expand to New Zealand, the UK, the US, Canada and the EU, we'll publish each market's shipping policy separately. Recipients will be responsible for any customs duties or import taxes that apply in their country.
Questions
Email support@huggu.com.au — we typically reply within one business day, often the same day.
About us
This shipping policy is operated by Modern Capital Pty Ltd (ABN 69 656 171 372), trading as Huggu, based in Australia.
Last updated: 17 May 2026. We may update this policy from time to time. Material changes will be communicated to existing pre-order customers.