How long will it take to receive my order?

It usually takes us about 2-3 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 outreach@hugahero.com and ask if it will work. If you have already placed your order and we find that your photo isn’t usable, 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 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 it to outreach@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. 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?

Yes! Please ensure that the image you send is full-body and high quality.

Do I need to edit my photo?

No! We have an editing team that takes care of removing the background from your image.

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 outreach@hugahero.com and we will be happy to email them to you!

How do I clean my doll?

Our dolls are safe to toss in with your laundry!

Do I have to be in the Military to order a doll?

Not at all; we make dolls of everyone!