FAQs
Do you offer a Military discount?
We sure do! Contact your Family Readiness Group, Family Readiness Center, Ombudsman... etc for our Military Discount. If they are not aware of it, send them our way and we'll get them what they need! They can email outreach@hugahero.com for more information.
How long will it take to receive my order?
It usually takes us about 1-2 weeks to edit, print, and sew your custom doll. Shipping can take another 4-10 days or more depending on current events, so please allow 2-3+ weeks from the time we receive a usable image, we can't get started until we have that. You will receive a shipping confirmation email with a tracking number once your order ships.
How will I know if my photo is good enough?
We would be more than happy to preview your photo for you before you place your order. You can email it to info@hugahero.com and ask if it will work. If you have already placed your order and we find that your photo won't work we will email you within 48 hours. If you don't hear from us, then all was well and your order has been moved on to the editing process.
All I have is a camera phone, can I use it?
Yes, but Natural Lighting is key! Take photos outside. A bright but not blinding day is best. High resolution images also work best. If there are any issues we will contact you. You may also send us the photo to see if it will work before you place your order. Send to info@hugahero.com.
*iPhone Users: If asked to choose a file size for your image please choose Actual Size.
Do I have to be wearing my uniform?
The image you send to us is what we print onto the doll, so if you are wearing your PJ's, then you will be in your PJ's on the doll :) We suggest you wear whatever your child or loved one associates you with the most.
Do I have to have a head to toe photo?
A head-to- toe photo is needed to make a doll. We are not able to add a body to an image of just a face/head/top half photo. We print the photo you send us with the background removed.
If your photo is not head to toe please order our happy hugs :) pillow that can accommodate any image!
Do I need to edit my photo?
No! We have an editing team that takes care of removing the background from your image. We are also able to remove other people from the photo.
Are you able to remove the object I am holding in my photo?
Possibly! We are able to do some special edits upon request such as remove things in your hand or edit facial hair. Please email the photo with your requests to info@hugahero.com and we will let you know and provide an editing quote.
Can someone else be on the doll with me?
Yes! The image will have to be taken in a way so that the silhouette remains of one person. This will ensure the best shape. See images below:
If your image doesn’t have a silhouette of one person - make sure to order a happy hugs :) photo pillow instead of a doll.
Do you ship internationally?
Yes we do :)
How do I add my message to the Voice Recorder?
The recorder will be shipped to you with operating instructions. You can either speak directly to it or play an audio clip from a phone or computer to the recorder. (Even a voicemail works!) We recommend saving your recording on a phone or computer so you have a backup in case anything ever happens to the recorder.
I lost my voice recorder instructions. How does it work?
Please send us an email at info@hugahero.com and we will be happy to email them to you!
How do I clean my doll?
You can throw them right in the washer and dryer!
Do I have to be in the Military to order a doll?
We make dolls of everyone - even pets!