Frequently Asked QuestionsGot a question not answered here? Give us a call 1-855-416-6768
Are you Canadian made product?
Yes we are proudly a Canadian made product and we have a shipping facility near Vancouver, BC so you will never incur any additional duty fees or taxes shipping within Canada.
What’s our refund policy?
All products are checked and quality controlled prior to packaging and shipping. Orders purchased online will have a 30 day from delivery return policy. We cannot accept exchanges on non-defective items that have been used. Refunds do not include shipping costs at time of purchase and our return handling fee of $ 9.95. Return shipping is at your cost.
Please Contact Customer Service at 1-855-416-6768 for all returns. 10am – 5pm Pacific Standard Time.
Online merchandise must be returned with proof of purchase and in original packaging to our warehouse address: 823 North Road, Gibson’s, B.C. V0N1V9
Return the product in its original packaging, including the packing slip.
How can I order a pillow?
Pillows can be ordered from this website on this page. If you prefer not to order online or don’t have a credit card please call 1-855-416-6768 to discuss other options.
What sizes does the pillow come in?
The pillow comes in two sizes: Adult and Petite.
For more information about each pillow, please visit our HugAlign Info page.
I’m a retailer interested in carrying your pillow—who do I contact?
You can contact us directly through our contact page.
How long does shipping take?
We ship within 48 hours after receiving and verifying an order. Shipping is from our facility in Abbotsford, B.C., Canada and actual shipping times will vary depending on your location.
How much does shipping cost?
We currently offer a Special Flat Rate of $24.48 for shipping across Canada and special rates to USA and Across the Globe. Please refer to the following chart and note that rates are based on single orders.
|PRODUCT||CANADA||U.S.A.||EUROPE /U.K.||AUSTRALIA /ASIA|
Additional Import Costs
Orders shipped outside of Canada may be subject to import taxes, customs duties and fees levied by the destination country. The recipient of an international shipment may be subject to such fees as well as customs clearance charges once a shipment reaches the recipient’s country. Customs policies vary widely from country to country, contact your local customs offices for more details. When custom clearance procedures are required, it can cause delays beyond our original delivery estimates.
Will I pay duty or import taxes?
Hug Align pillow is covered by the NAFTA agreement for US destinations, however on rare occasions an order has been levied a Duty and Import Tax charge. Any Duties and Import Taxes are the responsibility of the recipient.
You can securely order online and pay with either your Credit Card or Paypal account. Call 1-855-416-6768 if you experience any issues.