Shipping & Delivery

Shipping & Delivery Policy – Huggletee.com

Effective Date: June 2025 
Last Updated: June 2025

At Huggletee, our commitment is to ensure your products reach you safely, affordably, and in a timely manner. We understand that efficient delivery is a crucial part of your online shopping experience. This comprehensive Shipping & Delivery Policy outlines everything you need to know about how your orders are processed, shipped, and delivered, whether they are sourced locally within Sri Lanka or imported from international suppliers. We are dedicated to keeping you fully informed and supported throughout every step of your shipping journey.

1. Delivery Coverage

We are proud to offer extensive delivery services across all regions and provinces of Sri Lanka. Our robust logistics network, built through partnerships with highly reliable and trusted courier services, ensures that your items can efficiently reach you, even in the most remote and underserved areas of the country. We are continuously working to expand our reach and improve delivery efficiency to every corner of Sri Lanka.

2. Delivery Timeframes

The delivery timeframe for your order depends significantly on the origin of the product. We strive to provide clear expectations for each purchase.

• 2.1. Local Products:
  • Products that are sourced, manufactured, or warehoused within Sri Lanka are typically processed and delivered within 2–5 working days from the date of order confirmation. This timeframe allows for efficient processing, packing, and dispatch by our local Vendors or Huggletee’s local fulfillment centers.
• 2.2. Overseas Products:
  • Items that are sourced internationally and imported into Sri Lanka may take a longer time to arrive due to international logistics, customs clearance procedures, and longer transit routes. These items generally take between 10–30 calendar days to be delivered.
  • Transparency: We clearly indicate the origin of each product (whether “Local” or “Overseas”) directly on the product page. This way, you will have a clear expectation of the estimated delivery timeframe before you even place your order.
• 2.3. Working Days Definition:
  • Please note that “working days” (or “business days”) typically refer to Monday to Friday, excluding public holidays in Sri Lanka. Orders placed on weekends or public holidays will begin processing on the next working day.

3. Order Processing

Our goal is to get your order ready for shipment as quickly and accurately as possible.

• 3.1. Processing Time:
  • Once your payment is confirmed, orders are typically processed within 1–2 business days. During this period, the order is verified, products are picked, quality checked, and securely packed for dispatch.
  • Order Cut-off Times: Orders placed after a certain cut-off time (e.g., 2 PM LKT) on a working day, or any time on weekends/public holidays, will be considered as placed on the next working day for processing purposes.
• 3.2. Dispatch Confirmation:
  • As soon as your order is dispatched from our warehouse or the Vendor’s location, you will receive an automated email or SMS confirmation. This notification will include:
    • Your unique Order ID.
    • A summary of the dispatched items.
    • The name of the courier service.
    • A tracking number (if applicable) and a link to track your shipment in real-time.

4. Cash on Delivery (COD)

Cash on Delivery offers a convenient payment option for eligible products.

• 4.1. Availability for Local Products:
  • COD is available for all local products sourced and shipped within Sri Lanka. This option provides flexibility and allows you to pay for your order at the time of delivery.
• 4.2. Unavailability for Overseas Products:
  • COD is NOT available for overseas products. These items require full advance payment due to the complexities involved in international shipping, customs clearance procedures, foreign exchange regulations, and the policies of our international suppliers. Full prepayment ensures a smoother import process and avoids potential issues at the point of delivery.
• 4.3. Customer Responsibility for COD:
  • We strongly encourage you to double-check all product details (including origin, size, and specifications) before placing a COD order. This helps avoid situations where a product might not meet expectations upon arrival, potentially leading to failed deliveries and additional costs.
  • Please ensure you have the exact cash amount ready for the delivery agent to facilitate a quick and seamless transaction.

5. Shipping Fees

Our shipping fee structure is designed to be transparent and fair.

• 5.1. Fee Calculation:
  • Shipping costs are calculated based on various factors, including the weight and dimensions of the package, the delivery destination within Sri Lanka, and the origin of the product (local vs. overseas).
  • Any applicable shipping fees will be clearly displayed during the checkout process before you are required to make your payment. This allows you to review the total cost, including shipping, upfront.
• 5.2. Free Shipping Promotions:
  • Free shipping may be offered for selected products, during specific promotional periods, or for orders exceeding a certain value. Any such promotions will be clearly advertised on our website.
• 5.3. Return Shipping Costs:
  • In the case of returns, the refund of the original shipping cost, and who bears the cost of return shipping, will depend entirely on the reason for the return. Please refer to our detailed Refund & Return Policy for comprehensive information on this matter.

6. Tracking Your Order

Staying informed about your order’s journey is easy with our tracking system.

• 6.1. Local Deliveries:
  • For most local deliveries, we provide real-time tracking. Once your order is dispatched, you will receive a tracking number and a link that allows you to monitor your package’s progress from dispatch to delivery.
• 6.2. International Items:
  • For international items, while comprehensive real-time tracking may sometimes be limited due to different international carrier systems, we commit to providing regular updates on your order’s status. Our customer support team also proactively monitors international shipments and will reach out to you in case of any significant delays or customs issues.
• 6.3. What to do if your Order is Delayed or Untracked:
  • If your order hasn’t arrived within the expected delivery timeframe, or if you encounter issues with tracking, please do not hesitate to contact our customer support team immediately. Provide your Order ID, and we will promptly investigate the status of your shipment and provide you with an update.

7. Delays & Exceptions

While we make every effort to meet our estimated delivery timelines, unforeseen circumstances can sometimes cause delays.

• 7.1. Common Causes for Delays:
  • Public Holidays: Orders placed or scheduled for delivery during public holidays in Sri Lanka may experience delays.
  • Natural Disasters or Extreme Weather: Adverse weather conditions (e.g., floods, heavy rains, storms) or other natural disasters can disrupt transport and logistics networks.
  • Customs Inspections (for Overseas Items): International shipments are subject to customs clearance processes, which can sometimes involve unforeseen delays due to inspections or specific documentation requirements.
  • Unexpected Demand Surges: During peak seasons (e.g., major sales events, festive periods), a sudden increase in order volume can occasionally lead to minor delays.
  • Logistical Challenges: Unforeseen issues with courier services, transport infrastructure, or localized delivery challenges.
• 7.2. Communication During Delays:
  • In the event of significant delays, we will proactively keep you informed through email or phone calls to provide updates on your order’s status and revised estimated delivery times. We appreciate your patience and understanding in such situations.

8. Undeliverable Packages

We aim for successful delivery on the first attempt, but sometimes packages are returned to us.

• 8.1. Reasons for Undeliverable Packages:
  • Incorrect or Incomplete Address: The provided delivery address was inaccurate, insufficient, or missing crucial details (e.g., house number, street name, postal code).
  • Failed Delivery Attempts: The courier made multiple attempts to deliver the package, but no one was available to receive it.
  • Recipient Unavailability: The recipient was consistently unavailable or unreachable at the provided contact details during delivery attempts.
  • Refusal by Recipient: The recipient refused to accept the package at the time of delivery (e.g., for COD orders, refusal to pay).
• 8.2. Re-Delivery Process:
  • If a package is returned to us as undeliverable, our customer support team will reach out to you via email or phone to understand the reason and arrange a re-delivery.
  • Additional Charges: Please note that additional shipping charges may apply for re-delivery attempts, especially if the initial failure was due to customer-provided incorrect information or unavailability. These charges will be communicated to you before re-dispatch.
  • If we are unable to reach you or re-delivery cannot be arranged after reasonable attempts, the order may be cancelled, and a refund (minus original shipping costs and any incurred re-delivery/return-to-origin fees) may be processed as per our Refund & Return Policy.

9. Contact Information

If you have any questions, require assistance with shipping or tracking your order, or need clarification on delivery timelines, our dedicated customer support team is here to help.

📧 Email: support@huggletee.com (Monitored daily for prompt responses)
📱 WhatsApp: Message us via the floating icon on our website (for quick queries and support during business hours)
🌐 Website: www.huggletee.com

Last updated: June 2025