HushTug products not delivered? How to check the shipping status and what to do
Hello, this is Kase from HushTug.
You might sometimes worry, "My order hasn't arrived yet, is everything okay?"
On this page, we've compiled information on:
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When will my order arrive?
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What to check if your order hasn't arrived
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How to deal with delivery issues
We've tried to make it as easy to understand as possible.
Please start by looking at what you're most interested in.
When will my order arrive? A simple guide
At HushTug, we typically ship orders within 2 business days of your purchase.
Deliveries are primarily handled by Sagawa Express or Yamato Transport.
▼Please refer to the following for estimated delivery times by region:
※For postal deliveries (Nekopos), Yamato Transport is used. For cash on delivery or specified delivery dates, Sagawa Express is used.
Once your order has shipped, you will receive a shipping confirmation email. This email will include your "tracking number."
Checklist for when you think, "It hasn't arrived..."
If you haven't received a shipping confirmation email
- Check your spam folder.
- Verify that the email address you registered is correct.
- If you still haven't received it, please contact HushTug to check the status.
※During Golden Week and New Year holidays, our affiliated logistics warehouse is closed, so shipping may take longer than usual.
How to track your package
1. Check your shipping confirmation email
You can check the current delivery status on the shipping carrier's website using the tracking number provided in the email.
2. Also check your HushTug My Page
Log in to your HushTug My Page and check your "Order History."
※If you do not have a HushTug My Account, click here
If tracking information is not updated
- It may take 1-2 days for tracking numbers to be reflected.
- If there's no change for 3 days or more, please contact the shipping carrier first. If the issue is still not resolved, please contact HushTug's customer support.
Delivery delays/troubles: cases and countermeasures
Impact of weather and traffic conditions
Deliveries may be delayed due to typhoons, heavy snow, disasters, and other adverse weather or traffic conditions.
Please check the shipping carrier's official website for the latest information.
Incorrect address entry
If the address entered at the time of order is incorrect, delivery problems may occur.
Please check your address in your order confirmation email or My Account. If there is an error, please contact the shipping carrier.
You will need your tracking number for this.
Package marked as delivered but not received
If the shipping carrier's tracking information shows "delivered" but you have not actually received your package, please check the following:
- Check your delivery box or mailbox.
- Check if a housemate or building manager received it.
- Contact the shipping carrier directly to inquire about a possible misdelivery.
How does HushTug's pre-order system work? A simple explanation
HushTug accepts pre-orders for items that are out of stock.
For approximate delivery dates, please refer to the page below.
Pre-order process
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Select "Pre-order now" from the product page
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Pay in advance (cancellations/refunds are possible anytime before shipping)
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Receive confirmation email (please check for accuracy)
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Receive a schedule notification email before shipping
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After the item ships, receive tracking number via email
※Returns and refunds are also possible within 30 days of product arrival.
Important notes for pre-orders
- It is common for the next batch of incoming stock to be entirely filled by pre-orders.
- The actual delivery date may vary slightly from the announced date.
- For pre-ordered items, there is a possibility that you may receive an improved version of the product.
Frequently Asked Questions about Pre-orders
What if I order items with different arrival months together?
→All items will be shipped together once they are all available. If you wish for individual shipments, please contact us.
When will I receive my tracking number?
→You will be notified once the item has been shipped from the warehouse.
When does the 30-day return period start counting?
→It is counted from the date the product arrives at your home.
How to Contact Customer Support
You can contact us via the following:
HushTug Dedicated Inquiry LINE Account
Inquiry Form
Chatting with HushTug's dedicated inquiry LINE account allows for a faster response than email. Please feel free to use it.
At HushTug, we strive to respond quickly to alleviate customer concerns.
HushTug produces each product by hand with carefully selected craftsmen, so we limit monthly production to maintain quality.
We apologize for the wait until your product arrives and appreciate your understanding.
Information on our physical store
HushTug has both an online store and a physical store.
You can actually see and touch the bags available online. You can also purchase new items on the spot, so please feel free to stop by.
※Only cashless payment is accepted. Please note that cash payment is not possible.