Policies, Returns, Refunds, and Shipping
We accept Paypal and credit cards through Shopify payments, a third party processor. Payment is due at time of purchase.
Straps are still being shipped out within 2-5 business days but both U.S. and customers outside of the U.S. should expect longer delivery times as the USPS is following COVID-19 protocols. Fewer planes are flying these days, which means the USPS is relying on sending packages via trucks. My customers on the West Coast may have a longer wait. You may wish to use UPS or DHL instead of USPS First Class as they have been very overwhelmed with holiday packages and are still very slow. Once a package is out of my hands, I know as much as you do about where it is via the tracking information.
UK Customers: Because of Brexit, there are new VAT laws where I am now required to collect VAT at point of sale. While I am getting registered for VAT, I am temporarily selling Hug Straps only through my Etsy shop until my business is fully compliant because Etsy is charging VAT for UK customers and remitting it on my behalf. Please contact me if there is anything on this website you would like to purchase there if it can't be found. My inventory is better on this website. Etsy shop: https://www.etsy.com/shop/TheHUGStrap?ref=seller-platform-mcnav
International customers: Shipping overseas has been extremely slow. Packages to the UK, France, and Australia seem to be processed within 2-3 weeks, but packages to the Netherlands, Sweden and Switzerland are taking about 8 weeks. They have closed a lot of processing plants abroad and it is slowing things down tremendously. It is not uncommon to watch your package be stuck in U.S. customs for weeks. It is not lost - it is being held until it can be shipped overseas (they are sometimes using ships to send them now instead of air delivery.)
Please note that VAT and any customs duties are not included in our shipping charges. Those duties, if applicable, are assessed once your package arrives in your country and are your responsibility. They cannot be prepaid.
If you have concerns about your package, you can contact me at email@example.com.
Straps are shipped within 2-5 business daysvia the method of shipping you choose at checkout. You will receive a confirmation of shipment with tracking info via the email address you provide at checkout.
(Please note - these were the usual shipping time frames before COVID. I believe they are now closer to 5-7 business days for First Class, and 3-5 business days for Priority)
USPS First Class Mail - takes 3-5 business days to arrive once shipped
USPS Priority 2-3 Day - takes 2-3 business days to arrive once shipped
USPS Priority 1 Day - takes 1 business day to most locations, 2 business days to rural locations once shipped.
USPS First Class International - takes 1-3 weeks to most locations, can take up to 8 weeks
Expedited international shipping options are available. I use DHL 2-3 Business day shipping and can give you a specialized quote if you email me at: firstname.lastname@example.org
Refunds and Exchanges
All uke straps are returnable/exchangeable within 30 days of receipt as confirmed by tracking info. Uke strap must be undamaged, unused, not washed, and all three pieces need to be returned for a full refund. Shipping costs are non-refundable and buyer pays return shipping. Please contact me if you need to return/exchange your strap.
Damages/Losses: If your strap is damaged or lost in transit, please send us proof of damage (a digital photo from your phone is sufficient) and we will happily send you another strap to replace it. In cases of lost items, we will check the tracking info and put in a loss claim through the shipping courier. Please always check with your local postal office first if your tracking info says it was delivered and you do not have it. We insure all packages and they usually can find it for you. If an item is truly lost, we will of course send you a replacement after an insurance claim has been filed.
Additional Policies and FAQs
Custom and personalized orders
I can make straps in fabrics of your choosing as long as they are made of quilter's weight cotton or a home decor material that is not too slippery. Please contact me if you are looking for something special.
I have three sizes : kids (approximately 5-10 years old and meant for soprano/concert uke players), tweens/petite (approximately 11+ and/or petite adult women with a bust size of 32 B or smaller), adults. The sizing is based on girth around the chest rather than height, so these are approximate sizing guidelines.
We offer wholesale pricing to music stores - please contact me for details.
What's the difference between PLASTIC and METAL hardware?
Both are equally durable, but the straps with plastic hardware are a little quicker to remove because of the plastic cam buckle. If you think you might be removing your strap a lot, I recommend plastic over metal. Please note, I only offer plastic hardware for the all in one Hug Strap and straps made for pineapple ukes.
What's the difference between the All in One Hug Strap and the Original Hug Strap?
The All in One Hug Strap will work on waisted ukuleles sizes soprano through baritone without strap buttons like the Original Hug Strap, but it will also work with a one or two strap button configuration as well as banjoleles without need for an extra adapter. The Original Hug Strap will only work on waisted ukuleles (sized soprano through baritone). It can be adapted to work on banjoleles with the purchase of an additional adapter. Both types of straps can be customized to work with pineapple ukes without strap buttons upon request.
Does the Hug Strap work with pineapple or curved shaped ukuleles?
The Hug Strap can be customized to work with most ukuleles that do not have a waist by placing a grippy fabric on the inside of the cinch strap. This is done upon request, it is not a standard option yet. Please email Melissa at email@example.com before placing your order. She may need additional measurements about your ukulele size if it is not a standard pineapple ukulele.