Shipping & Delivery

Last updated: October 29, 2026

Ink Hug makes personalized throw pillows, pillow covers, fleece throws and sherpa-backed blankets that people give as cozy, huggable gifts. Because almost every gift has a date attached to it, this page explains exactly how long each step takes, where we can deliver, what free shipping covers, and what to do if a parcel seems slow. If anything here is unclear, write to us before you order and we will help you plan around your date.

1. Countries we deliver to

We currently deliver to four countries: the United States, Canada, Australia and New Zealand. Checkout only offers these destinations. If you enter an address in another country, checkout will not show a shipping option and the order cannot be placed. We would rather tell you that plainly than accept an order we cannot deliver.

Within the United States we deliver to street addresses in all states. Some remote addresses, island addresses and military or diplomatic addresses may take longer than the standard estimate, or may not be serviceable by the carrier assigned to the parcel. If you are sending to one of these, email us before ordering so we can confirm what is possible.

Every order ships from the USA. For Canada, Australia and New Zealand this means the parcel crosses a border, and the transit estimate below already allows for the usual international handling time.

2. What free shipping means at Ink Hug

Shipping is free on every order to the four countries above. There is no minimum order value, no coupon to apply and no “free over a certain amount” rule. A single pillow cover ships free, and so does a large order of blankets for a family reunion.

• The shipping line at checkout shows Free shipping for addresses in the US, Canada, Australia and New Zealand.
• We do not add handling fees, packaging fees or “personalization fees” for delivery.
• Free shipping also applies when you send a gift straight to someone else’s address.

We do not currently offer paid express or overnight options. If your date is tight, the honest advice is to check the timeline in section 4 and order early, or contact us to ask whether the date is realistic before you buy.

3. Processing time: 1–3 business days

Processing is the time between your order and the moment the parcel is handed to the carrier. For Ink Hug this is 1–3 business days. During that time we:

1. Read the order notes you wrote at checkout and match them to the product you chose, such as a square photo pillow, a name pillow cover or a sherpa-backed photo blanket.
2. Prepare the print file from your name, date or photo link exactly as written. We do not send a proof or mockup before production, so the notes box is where your design is decided.
3. Print, assemble and check the piece: the print side is facing the right way, the name is spelled as you typed it, the zipper on a cover runs smoothly, and a blanket’s edges are finished.
4. Fold, pack and label the parcel, then hand it to the carrier and send you a shipping email.

Business days are Monday to Friday, excluding US public holidays. An order placed on a Friday evening starts processing on the next business day. If a photo link in your notes does not open, or a detail is missing, processing pauses until you answer our email, so please check your inbox (and spam folder) after ordering.

4. Transit time and total delivery estimate

Transit is the time the carrier needs to bring the parcel from us to the delivery address. Your total wait is processing plus transit. The table shows both, in business days.

These are estimates, not guaranteed delivery dates. Weather, peak holiday volume, customs inspections and carrier delays can add time, and we cannot control what happens once the carrier has the parcel. What we can control is processing, and we work to keep that inside 1–3 business days all year.

Planning around a gift date

Count backwards from the day you want to hand over the gift. As an example, if you want a “Nana Rose” photo blanket to arrive before a 70th birthday party, allow up to 17 business days, which is a little over three calendar weeks, plus any public holidays. For Christmas, Mother’s Day and Valentine’s Day we suggest ordering earlier than that, because carriers are busiest in those weeks.

Busy seasons

The weeks before Christmas, Valentine’s Day, Mother’s Day and Father’s Day are when most personalized pillows and blankets are ordered. Our processing target stays at 1–3 business days in those weeks, but carriers handle far more parcels, so transit tends to sit toward the longer end of the 7–14 business day range. If a date matters, order as early as you can and keep your order notes complete so nothing waits on an email reply.

5. Tracking your parcel

When your order ships, we email you at the address used at checkout. Where the carrier provides tracking, the email includes a tracking number and link. You can also see your order status on the Order Tracking page by entering your order number and billing email.

• Tracking can take a day or two to show the first scan after we hand the parcel over. That pause is normal.
• International parcels can show long gaps between scans while they cross a border. A quiet tracking page for a few days does not usually mean a problem.
• If the status says delivered and you cannot find the parcel, check with neighbours, building reception, mailrooms and safe places around the door, then email us.

6. Sending a gift directly to someone

Many of our pillows and blankets go straight to the person they were made for. To do that, enter the recipient’s name and address as the shipping address at checkout and your own details as the billing address. Things to know:

• The order confirmation and receipt go to your email address, not the recipient’s.
• If the pillow or blanket itself should carry a message, write it in the order notes and label it clearly, for example “Print text: Happy 70th, Nana Rose”. Text that is not labeled as print text is treated as a note to us.
• Tracking emails go to you, so you can watch the delivery without spoiling the surprise.
• Double-check apartment numbers and postcodes. A missing unit number is the most common reason a gift parcel comes back.

7. Wrong address, failed delivery and returned parcels

Please check the shipping address carefully before you pay. If you notice a mistake, email us straight away. Within 24 hours of placing the order we can usually correct the address, as described on our Cancel or Change an Order page. After the parcel has shipped, we may still be able to ask the carrier to redirect it, but this is not always possible.

If the carrier cannot deliver and returns the parcel to us, we will email you. We will reship it to a corrected address free of charge once you confirm the details. If you prefer not to wait for a reship, you can ask for a refund under our Refund Policy.

8. Late, lost or damaged parcels

If your parcel has not arrived and the 7–14 business day transit estimate has passed, email us with your order number. We will check the tracking history and open an enquiry with the carrier where needed. If the carrier confirms the parcel is lost, or the enquiry does not find it, we will reprint and resend your order free of charge, or refund it if you prefer. A personalized piece cannot be resold, so you never need to worry about being refused because the item was made for you.

If your pillow or blanket arrives damaged, misprinted or different from the details in your order notes, please send us photos of the item and the packaging. We will put it right with a reprint or a refund, as explained on the Returns & Exchanges page.

9. Customs, duties and import charges

Parcels to Canada, Australia and New Zealand travel from the USA, so they pass through customs in the destination country. Each country sets its own rules for import taxes and duties on personal parcels. Ink Hug does not collect sales tax or import tax at checkout, and the price you pay at checkout does not include any charges the destination country may apply. If a customs authority or carrier asks the recipient to pay a charge on arrival, that charge is set by the destination country, not by us. If you are unsure, check your country’s customs website before ordering, or email us and we will share the information on the parcel declaration.

10. Packaging

Pillows and blankets are soft, so we pack them to arrive clean and dry rather than in large rigid boxes. Pillow covers and blankets are folded in protective wrap. Full pillows with inserts may be compressed slightly for transit; give them a few gentle squeezes and an hour or two to regain their shape. A fleece or sherpa blanket may show light fold lines when first unpacked. These relax after a short time spread out, or after the first wash on a cold, gentle cycle.

11. Order notes and how they affect shipping

Ink Hug personalizes every piece from the order notes box at checkout. Names, dates, short phrases and photo links all go there. A clear note keeps your order inside the 1–3 business day processing window. A note that is missing a detail, such as which photo to use for a two-photo pillow, means we email you and wait for your answer before printing. To keep things moving:

• Write names exactly as they should appear, including capital letters and accents, such as “Lucía”.
• Paste a share link to your photo that opens without a login, or write “photo by email” and send the file to support@inkhug.shop with your order number.
• If you order several items, label each note with the product name so we know which name goes on which piece.

More detail is in our FAQs and the Help Center.

12. Contact us about shipping

Email support@inkhug.shop with your order number and a short description of the question. We reply within 24 hours on business days. Email is our only support channel, which keeps every answer in writing and easy to find later. You can also use our Submit a Ticket page for ready-made email subjects, or see the Contact Us page.

Ink Hug, 5498 W Pulley Lane, Herriman, UT 84096, US. This is our business address for correspondence; please do not send returns there unless we have emailed you a label for it.