Contact

How can I get in touch?

You can reach us at care@captainthug.com

When can I expect a response?

We usually respond within one business day, but in some cases, it might take upto 48 hours to get a response from our end.

Order

Can I place Cash-on-delivery orders?

Presently we don’t offer cash on delivery on our products.

I did not receive a confirmation email

A confirmation email is sent immediately once your payment is confirmed by the payment gateway. In case you haven’t received a confirmation email, kindly check your Spam or Junk folders.

Add us to your mailing list to make sure you get all the future communications. However, if the mail is not found anywhere, please contact us at care@captainthug.comand we would be happy to assist you further. Always use the registered email ID for communicating.

 

Can I place an order by phone/whatsapp instead of website?

Due to security concerns, we don’t accept orders or payments over the phone. Contact us at care@captainthug.com if you are facing any difficulty while placing an order.

I want to cancel my order.

Mail us at care@captainthug.com to cancel your order. Please note that we can only cancel those orders that have not been shipped out from our warehouse. Once the order has been handed over to the shipping partner, order cancellation is not possible.

Can I exchange/return a product?

Due to the nature of personal care products, we are unable to offer refunds/returns for products once sold.

I received a different product from what I ordered.

Our sincere apologies for the mix-up.

If you have received a different product, please get in touch with us at care@captainthug.comand we would be glad to assist you further. It would expedite the process if you would provide clear pictures of the product you have received along with the shipping package with your order number clearly visible. Also, the incorrect item should not be opened or used.

Billing

What modes of payments are accepted

We currently accept all the major Credit/Debit Cards, UPI, Internet Banking, and some prepaid wallets like Paytm. The payment methods are regularly updated to incorporate newer methods of payments.

Shipping/Delivery

Is my order shipped?

You would receive timely updates on your registered number once the shipment leaves our warehouse. Tracking details are uploaded into the system at the end of the business day.

I did not receive a tracking number.

Don’t worry. Once your order is confirmed, it would be processed in the quickest manner possible. To manually get the tracking details, email us at care@captainthug.com from your registered email ID with your order number and we would be glad to provide you the tracking details.

How long would it take for my order to arrive at my address

We deliver to 26000+ pin-codes with 17+ Courier Partners in India

Refer to the chart below for approx delivery times:

Metros: 2 Business Days

State Capitals and Other Major Cities: 3 Business days

Small Towns/Remote Areas 4 to 7 Business days.

There might be delays in order delivery in case of circumstances beyond the control of the shipping company.

My product is broken during shipping.

If your product gets damaged during transit, we will offer a replacement for the same. Only genuine cases of shipping damage cases would be provided a replacement.

Do you ship internationally?

Currently, we only ship within the domestic territory of India. For customers based in the USA, UK, Canada, Germany, Dubai & Australia, please visit your respective Amazon websites to make a purchase of our products.

Products

Do you test your products on animals?

We don’t test our products on animals and don’t ask any other agency/organisation to test for us. We only work with suppliers who don’t perform animal testing.

The product I want is Out of Stock.

Our apologies for keeping you away from your choice of product. We are always trying to replenish depleted inventory. Still, in some rare cases, an item might not be out of stock for a short while. Please fill out the ‘notify me when in stock’ form, and we would inform you whenever the item comes back in stock.

Can I get some samples to try?

Unfortunately, we don’t offer free samples at this time.