Orders & Returns
You haven’t received your tracking number within 5 business days
Tracking status is “not available” within 2 to 3 business days from the time you have received your tracking number
Then kindly send us an email at [email protected]
Click “Track Order” at the top of Customugs page
Enter your tracking number to check the order status
There may be delays between the scanning events and the website’s updates. Once we have shipped the item, the tracking status will take a few days to be updated by the shipping carrier. Therefore, please be patient for a few more days and try again later.
The package may not be scanned until it reaches the regional hub near the destination.
The package is in transit between the origin and the destination country. The tracking information should pick up again once your packages reach your local country.
Some shipments are not trackable, for example, flat rate shipping. (Unless a tracking number was purchased during the checkout).
Shipping & Delivery
Unfortunately, we do not offer expedited shipping.
Credit/Debit cards (VISA, MasterCard, AMEX)
Direct bank transfers
Cash on delivery
Returns & Refunds
- If you are not happy with your purchase and wish to return an item, please contact us within 10 days from your order arrival date via [email protected]. Please provide your order number as well as the reason for your return. Our customer service team will review the return request and will send back further instructions.For a list of final sale items, please see our Returns Policy. All returns must be in original condition with packaging intact.
- All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 5-10 business days of receipt of cancellation request.In case the credit has not been posted to your account yet, please contact the card-issuing bank for further assistance.If you haven’t received a refund yet, contact your credit card company, it may take some time before your refund is officially posted.