Contact

How can we help?

FAQs

Your account uses email verification instead of a password. There is no password to reset.

To log in, simply enter your email address and click "Send code." A one-time 6-digit verification code will be sent to your inbox — enter it to access your account.

If you don't receive the code, please check your spam/junk folder or try requesting a new code.

A. You can manage your shipping addresses directly from your account profile.

[Mobile]

Tap the account icon at the top of the page.
Tap "Profile" from the pop-up menu.
Scroll down to the "Addresses" section.
Tap "+ Add" to add a new address, or tap the ✏️ pencil icon next to your existing address to edit it.

[PC]

Click the account icon in the top-right corner.
Click "Profile" in the top navigation.
Scroll down to the "Addresses" section.
Click "+ Add" to add a new address, or click the ✏️ pencil icon next to your existing address to edit it.

You can reach us anytime by emailing help@hugrab.us. Our team will get back to you as soon as possible

A. Please try the following steps:

[Step 1: Request a new verification code]
Our store uses email-based login (no password required). On the login page, enter your email address and click "Send code." A 6-digit verification code will be sent to your inbox.

If you don't see it, please check your spam/junk folder.

[Step 2: Try logging in again]
Enter the code within the valid time window. If the code has expired, simply request a new one.

If you've tried the steps above and are still unable to log in, please contact us at help@hugrab.us and we'll be happy to assist you.

HUGRAB currently only has an online store and does not have any physical retail locations in the United States.

Order

If your order has not yet been packed at our warehouse, we may be able to update the shipping address.

Please contact us as soon as possible with your order number and the correct address, and we'll do our best to accommodate your request based on the current status of your order.

Note: While we'll do our best to help, we cannot guarantee address changes due to the speed of our order processing system. Please double-check your shipping information before completing your purchase to avoid any issues.

[If more than 1 business day has passed since ordering]
Unfortunately, once an order has been processed and shipped, we are unable to change the shipping address. Please contact our support team if you have any questions or concerns.

[Unfulfilled]
Order cancellations are only possible before the item has been dispatched from our warehouse. Please provide your exact order number and contact us as soon as possible. We'll check the real-time status of your order and assist you as quickly as we can.

We'll do our best to help, but please note that cancellations cannot be guaranteed even after an email is sent, as order processing happens in real time.

[Fulfilled]
Unfortunately, we are unable to cancel an order once it has been completed.

Once your order is placed, a confirmation email will be sent to the email address on file.

If you can't find the email, it may have been filtered into your spam/junk folder — please check there as well.

Shipping

A. Please see the shipping and delivery timeline below.

Orders are processed on business days (Monday–Friday, excluding U.S. federal holidays).
Orders placed before 12:00 PM Pacific Standard Time (PST) on weekdays are generally processed the same day. Orders placed after 12:00 PM, or on weekends and holidays, will be processed the next business day.
Once payment is confirmed, an order confirmation email will be sent. A separate shipping confirmation email with tracking information will follow once your order has been dispatched.

[Shipping Information]
Standard Shipping: 3–7 business days

Shipping costs vary based on the following:

Shipping fees are automatically calculated at checkout based on your selected shipping method and destination.

Orders of $79 USD or more (after applicable discounts) qualify for free standard shipping.
For orders under $79 USD, standard shipping fees will be displayed at checkout.

We ship to all U.S. territories, including the U.S. Virgin Islands, Puerto Rico, Alaska, Guam, and Hawaii. Additional shipping fees for these destinations will be displayed at the final step of checkout.

If you've received a shipping confirmation email from us, your order has been dispatched — no need to worry.

The "Label Created" status typically means a tracking number has been generated. It may appear before the physical package begins moving through the carrier's network, or during a system update delay.

[Tracking Your Order]
Once your order ships, a tracking number will be provided via email. You can use that number to check your delivery status directly on the carrier's website.

For tracking inquiries or shipping issues, please contact us at help@hugrab.us with your order number.

Orders are shipped via UPS, FedEx, USPS, or an equivalent carrier.

The carrier is automatically selected based on the most suitable logistics option available at the time of shipment.

Payment

The payment method selected during checkout cannot be changed. We recommend canceling the current order and placing a new one with your preferred payment method.

Please review the available payment options before checking out on our official U.S. website.

[Available Options]

Express Checkout: Shop Pay, PayPal, Apple Pay, Google Pay, Venmo
Standard Payment: Debit/Credit Cards (Visa, MasterCard, Discover, AMEX)
Shop Pay Installments — pay in 4 interest-free installments, billed every 2 weeks
Affirm

[Not Available]

Prepaid cards, gift cards
Maestro cards
HSA (Health Savings Account) and FSA (Flexible Spending Account) cards
Klarna
Uplift
Student discounts

Warranty&Returns

[Cosmetics (excluding devices)]

Standard Returns:
For non-device products (cosmetics), please note that returns and exchanges are not accepted for hygiene reasons, even if the product is unopened and unused. We strive to provide every customer with a brand-new product.

Damaged or Defective Skincare Products (Cosmetics):
Exchanges are available within 30 days of the delivery date. Please contact us and we'll be happy to assist.

[Devices — United States]

Change of Mind / Unopened:
Refunds for change of mind are only available for unopened items within 30 days of receiving the product. The item must be returned in its original, factory-sealed packaging.
Return shipping costs for change-of-mind returns are the customer's responsibility.

Damaged or Defective Devices:
Exchanges are available within 1 year of the delivery date. (Refunds are not available.)

Please note: We do not currently offer free repair services for damage caused by customer misuse within the warranty period.
Proof of the defect is required for an exchange. We may request a video showing the malfunction to verify the issue.

[Warranty]

All devices come with a 1-year limited warranty from the date of original purchase.

If a device fails to function properly due to a manufacturing defect, we will replace it free of charge within 1 year. However, the warranty does not cover the following:

Accidents, misuse, or unauthorized modifications
Use of unapproved accessories or use in a manner inconsistent with the user manual
Incorrect current or voltage connections (the included charging cable is a USB-C cable)

This warranty is only valid when the device is used with approved accessories, such as the included charging cable. Additionally, this warranty does not apply to non-device products (cosmetics) from HUGRAB US.

Online Support