ORDERS & SHIPPING
Can I still shop online?
Yes, you may! We are continuing to process orders to areas without delivery disruptions caused by COVID-19 however some pin codes may experience delays. The situation is rapidly evolving, and we will continue to update this page as needed.
I placed an order online at captainthug.com, will my package still arrive?
Please note that due to COVID-19, you may experience longer than normal transit times for your order. We are working closely with our couriers, and we are monitoring the situation regularly to ensure as little disruption as possible to our valued customers.
We can confirm that while we are continuing to ship to most cities, unfortunately, some of our courier solutions are now being directly affected due to the recent COVID-19 outbreak.
Why was my order cancelled/refunded?
If you have placed an order to one of the restricted regions listed above, we may have to cancel and refund your order. Please kindly allow 3-8 business days for this change to appear on your bank statement as per your bank’s policies, and we will update you via email. Our team will have reached out to you via the email address used to place your order to confirm that your order has been cancelled and refunded in full.
I placed an order and I would like to change the address. How can I go about getting this change completed?
Unfortunately, we are unable to modify the shipping address once a parcel has been shipped. We recommend contacting the courier to see if the parcel can be held for pick up or an alternate delivery can be arranged. If you have any further questions or concerns, please don’t hesitate to reach out to our team.
Is it safe to open my package?
In addition to our ongoing safety and quality procedures (protective clothing, sanitation, quality control, etc.), all employees continue to wear gloves when handling product and shipments. We are following all recommendations from public health agencies and have been educating employees on hand-washing, hand-sanitizing, and social distancing measures in the workplace and at home.
For several weeks, we have been actively protecting symptomatic employees and the workplace by sending them home (with pay) to recover. We have also further enhanced cleaning procedures at our manufacturing and distribution facilities. We are continuously working to provide a safe and hygienic environment for our employees and our products.
It is safe to receive and open your package. As per WHO, the likelihood of an infected person contaminating your parcel is low and the risk of catching the virus that causes COVID-19 from a package that has been moved and exposed to different conditions and temperatures is also low. As a general rule of thumb, it is best to wash hands thoroughly after handling a package and to avoid touching your face.
Are there any changes to delivery processes due to the COVID-19 outbreak?
Yes. Our couriers are committed to ensuring the safest delivery possible, and therefore procedures will have been adapted to support this. As a general rule of thumb, it is best to wash hands thoroughly after handling a package and to avoid touching your face.
Please click here for WHO’s recommendations for protecting yourself against COVID-19.
Can I still email/call for regimen advice/order inquiries?
Absolutely! Our Customer Happiness Team is working (from home) as hard as possible to get back to all of our customers. Please excuse any dog barking or Wi-Fi issues. 😉
Due to the increase in volume, it may take us longer than usual to get back to you. To be in touch with our team, please visit CAPTAINTHUG.com/contact. We appreciate your patience and support!