HushTug products not delivered? How to check the shipping status and what to do
Hello, this is Kase from HushTug.
You might be wondering, "My order hasn't arrived yet, is everything okay?"
On this page, we've summarized, as clearly as possible:
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When will the product arrive?
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What to check if it hasn't arrived?
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How to handle issues if they arise
Please feel free to browse the sections that interest you.
When will your product 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 this for estimated delivery times by region.
※For postal deliveries (Nekoposu), Yamato Transport is used. For cash on delivery or specified delivery dates/times, Sagawa Express is used.
Once your item has shipped, you will receive a shipping confirmation email. This email will contain your "tracking number".
Checklist to review when you think "It hasn't arrived..."
If you haven't received a shipping confirmation email
- Check your spam folder
- Verify that the registered email address is correct
- If it still hasn't arrived, please contact HushTug to check the status.
※During Golden Week and New Year holidays, our affiliated logistics warehouses are closed, so shipping may take longer than usual.
How to track your package
1. Check your shipping confirmation email
You can use the tracking number provided in the email to check the current delivery status on the shipping company's website.
2. You can also check from your HushTug My Page
Log in to your HushTug My Page here and check under "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 first contact the shipping company. If the issue is still unresolved, then contact HushTug's customer support.
Delivery delays/issues: Cases and countermeasures
Impact of weather and traffic conditions
Deliveries may be delayed due to typhoons, heavy snow, disasters, and other factors.
Please check the shipping company's official website for the latest information.
Address input error
If the address entered during the order is incorrect, delivery problems may occur.
Check the address in your order confirmation email or My Account. If there is an error, please contact the shipping company.
You will need your tracking number for this.
Product delivered but not received
If the shipping company's tracking information shows "delivered," but you have not actually received the package, please check the following:
- Check your delivery box or mailbox
- Confirm if a housemate or building manager received it
- Contact the shipping company directly to check for the possibility of misdelivery
How does HushTug's pre-order system work? A simple explanation
At HushTug, we accept pre-orders for items that are out of stock.
For approximate delivery dates, please see the page below.
Pre-order process
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Select "Pre-order now" from the product page
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Make payment in advance (cancellations/refunds are possible at any time before shipping)
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Receive a confirmation email (please check for accuracy)
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Receive a schedule notification email before shipping
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After the product is shipped, a tracking number will be sent via email
※Returns and refunds are possible within 30 days of product arrival
Notes on pre-orders
- Often, the next batch of inventory is fully reserved by pre-orders.
- The actual delivery date may vary slightly from the announced date.
- For pre-ordered items, there is a possibility you will receive an improved version of the product.
Frequently Asked Questions about Pre-orders
What if I buy 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 the tracking number?
→You will be notified when the item is shipped from the warehouse.
When does the 30-day return period start counting?
→It is counted from the day the product arrives at your home.
How to contact customer support
You can contact us via the following methods:
HushTug Dedicated Inquiry LINE Account
Inquiry Form
Chatting with us via the HushTug dedicated inquiry LINE account allows for faster assistance than email. Please feel free to use it.
At HushTug, we strive for prompt responses to alleviate any customer concerns.
Since HushTug products are handcrafted one by one by carefully selected artisans, we limit monthly production to maintain quality.
We apologize for the wait until your product arrives and appreciate your understanding.
Physical Store Information
In addition to our online store, HushTug also has physical stores.
You can actually hold and examine the bags available online. You can also purchase new items on the spot, so please feel free to stop by.
※Only cashless payments are accepted. Please note that cash payments are not possible.
