Frequently Asked Questions
Shipping and Delivery
When will my item ship?
Orders usually ship and leave our warehouse the next business day after your order is placed.
Our deliveries are sent by Australia Post and Sendle, and you can expect your parcel to arrive within 2-8 business days after it leaves our warehouse.
What is the shipping cost?
We offer free shipping on all orders.
Can I change my shipping address?
Help! My order hasn't been delivered.
We ship all of our orders through Australia Post and Sendle. We are quoted 2-8 business days for standard delivery times, however in some cases this may be longer. If you still have not received your order within 15 days, pelase contact us here and we will do our best to track down your order.
Where does my order ship from?
We ship our products from our Melbourne based warehouse.
Care and Maintenance
How do I care for my Hug Rug?
Our Hug Rug is highly stain resistant and most messes are easy to handle.
You'll find all the care instruction on the tag underneath your rug, however the standard care procedures for our Hug Rug's are as follows:
- Simply vacuum to keep clean.
- Small spills and stains can be wiped with a damp cloth.
- Large spills can be spot cleaned, steam cleaned or hosed down outside.
It is important that any spills are cleaned as soon as possible to reduce the risk of permanent staining.
How long does it take my Hug Rug to fully expand?
Our Hug Rugs are sent vacuum sealed to save space. Please allow up to one week for your Hug Rug to fully expand after unpacking.
Use a garment steamer to speed up the expansion process and remove any creases.
If you do not have a garment steamer, you can also use an iron using the steam setting - but make sure that you place a tea towel between the iron and mat to avoid burning the mat.
What are Hug Rugs made from?
The Hug Rug has a 30mm thick Memory foam core and 5mm thick super soft flannel fleece topper.
Hug Rug's are non-toxic and safe for skin.
Returns
What is your return policy?
Defective Procucts
- In the rare event that your Hug Rug has a defect, we are happy to offer a refund or replacement. Please contact us here and we will quickly resolve any issues.
Unopened Products
- We offer a 30 day return period for any unopened products in their original packaging. Please contact us here to initiate your return.
Change of Mind
- Hug Rugs removed from the vacuum sealed packaging cannot be returned due to the expanded size being too large to post, and we're also unable to meet quality control guidelines. Please be very careful to select the correct size and colour before placing your order. We recommend measuring your space before selecting a size.
How do I cancel my order?
If it has been more than two hours since placing your order, we might not be able to cancel your order as it may have already shipped.
Please contact us here and we will do our best to process your cancellation.
If your order has already shipped, please refer to our returns policy.
Still Have a Question?
If you can't find the answer to your question above, feel free to send us a message below.
One of our friendly staff members will get back to you as soon as possible.