HushTug products not delivered? How to check the shipping status and what to do
Hello, this is Kase from HushTug.
You may be worried that the item you ordered hasn't arrived yet and wonder if it's okay.
On this page,
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When will the product arrive?
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What should I check if it doesn't arrive?
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What to do if a problem occurs
I have summarized the above information as clearly as possible.
First, please look at the area that interests you.
When will the product arrive? A simple guide
HushTug typically ships within 2 business days of receiving your order .
Delivery is mainly handled by Sagawa Express or Yamato Transport .
▼Please see here for delivery estimates for each region.
*If you choose post-delivery (Nekopos), it will be delivered by Yamato Transport, and if you choose cash on delivery or have a specific delivery date and time, it will be delivered by Sagawa Express.
Once the product has been shipped, you will receive a shipping confirmation email . The email will include the tracking number (waybill number) for the package.
A checklist to look at when you think "I can't get it..."
If you don't receive a shipping confirmation email
- Check your spam folder
- Check that the registered email address is correct
- If you still haven't received it, please contact HushTug to find out what happened.
*During Golden Week and the New Year holidays, our affiliated logistics warehouses are closed, so shipping may take longer than usual.
How to find the location of your package (tracking)
1. Check the shipping completion email
You can use the tracking number provided in the email to check the current delivery status on the shipping company's page.
2. You can also check it from your HushTug My Page
Log in to your HushTug account and check your order history .
*If you do not have a HushTug account, click here
If your tracking information isn't updating
- It may take a day or two for the tracking number to appear.
- If there is no change for more than 3 days, please contact the shipping company first, and if the problem persists, contact HushTug customer support .
Cases of delivery delays and problems and countermeasures
Influence of weather and traffic conditions
Delivery may be delayed due to typhoons, heavy snow, natural disasters, etc.
Check the shipping company's official website for the latest information.
Address typo
If you enter an incorrect address when placing your order, it may cause delivery problems.
Please check your address in your order confirmation email or My Account and contact the carrier if there is an error.
In this case you will need a tracking number .
Delivery has been completed but I haven't received it
If the shipping company's tracking information says "delivery completed" but the package has not actually arrived, please check the following:
- Check your delivery box or mailbox
- Check if your roommate or manager has received it
- Contact the shipping company directly to confirm the possibility of a wrong delivery
HushTug How does pre-ordering work? A simple explanation
HushTug offers pre-orders for products that are sold out.
Please see the following page for approximate delivery dates.
Pre-order process
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Select "Pre-order now" from the product page
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Payment is made in advance (cancellation and refunds are possible at any time before shipment)
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Receive a confirmation email (please check for errors)
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Schedule information email will be sent before shipping
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After the item is shipped, we will email you the tracking number.
* Returns and refunds are possible within 30 days of receiving the product.
Points to note when pre-ordering
- There are many cases where the next shipment is filled only by pre-orders.
- The actual delivery date may vary from the date notified.
- If you pre-order, there is a possibility that the product you receive may have been improved.
Frequently asked questions when pre-ordering
What if I buy products that arrive in different months together?
→ All items will be shipped together once they are all in stock. If you would like to have them shipped separately, please contact us.
Will I always get a tracking number?
You will be notified when the product has been shipped from the warehouse.
When does the 30 day return period start?
→ The count begins from the day the product arrives at your home .
How to contact customer support
You can contact us via the following:
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HushTug Inquiry LINE account
- Contact form
If you chat with us through our dedicated LINE account, we can respond to your inquiries more quickly than by email. Please feel free to use it.
At HushTug, we strive to respond quickly to resolve your concerns.
At HushTug, each product is handmade by hand by select artisans, so we limit our monthly production to maintain quality.
We apologize for the delay in receiving your product, and we appreciate your understanding.
Information about our physical stores
In addition to their online store, HushTug also operates physical stores .
You can actually see the bags that are available online. You can also purchase new items on the spot, so please feel free to drop by.
*Payment is cashless only. Please note that cash payments are not accepted.