FAQs

About Us

Why buy from us?
TrueHugz is proudly rooted in Singapore, with every product thoughtfully designed by users and caregivers who deeply understand the challenges of incontinence. Guided by these insights, our incontinence products are crafted to meet real-life needs, combining fast absorbency, breathability, comfort, and practicality for Singapore’s hot, humid climate. TrueHugz reflects Singaporean standards of quality and innovation, driven by a commitment to improving lives through user-led design and thoughtful care.
But TrueHugz is more than just a product; we’re a community. We aim to break the stigma surrounding incontinence by fostering open conversations and empowering users and caregivers alike. Together, we’re redefining care with compassion, understanding, and support.
At TrueHugz, we believe life should be lived without the worry of incontinence holding you back. Everyone deserves comfort, care, and dignity when it comes to adult care. Our name reflects what we value: True represents authenticity, trust, and quality, while Hugz symbolises the warmth and support we provide, like a comforting embrace that reassures and uplifts.
And yes, it is not a typo! The “z” in Hugz adds a playful and modern touch. We hope it evokes the same warm, fuzzy feeling you get when you know you’re truly supported by a caring community. It also represents the peace of mind we aim to provide, allowing you to sleep “zzzzz” soundly at night, hence, Hugz.
Together, TrueHugz is more than just a name; it’s a promise. We strive to deliver products that feel, look, and work better while providing real solutions that embrace the needs of our loved ones, offering dignity, confidence, and a better quality of life. It’s about supporting those we care about, one hug at a time.

TrueHugz is primarily available online through our website, Shopee, and Lazada for now. By selling directly to customers, we avoid middleman and overhead costs associated with physical stores, allowing us to offer premium-quality materials at exceptional value. Shopping online also provides the convenience of doorstep delivery, 24/7 access, and easy access to exclusive promotions and offers. It’s our way of ensuring you get the best value for a product crafted with care and innovation, all from the comfort of your home.

Delivery

What are the delivery methods and charges?
We offer door-step delivery around Singapore. Shipping is free for all orders above $50. For orders less than $50, shipping is $3.99. Additional Charges will apply for areas out of the main island of Singapore.
Orders are processed within 3 business days (excluding weekends and holidays).

Returns and Exchanges

What is your returns and exchanges policy?

If you receive a product that is defective, please inform us at hello@truehugz.com within 3 days of receipt with information on the defect, together with clear pictures of the product and its packaging. Any bags which have been opened or used cannot be returned. We will commit to providing you with replacements and exchanges and not refunds. If your request for returns and exchanges are accepted, we will provide instructions on how to proceed.

In the event that you have accidentally ordered the wrong size, fret not. We will exchange the product if they remain unopened and unused. While we strive to provide the right product as quickly as possible, any price differences or additional shipping costs will be borne by you.

Reach out to us at hello@truehugz.com and we’d be happy to resolve the issue for you.

We understand that life can present unexpected circumstances, and we want to offer compassionate support during these difficult times. In the unfortunate event that a loved one passes away, and the products are no longer needed, we offer a product buy-back option with the following terms:

Condition of Products: The products must be in their original, unopened packaging or cartons, as they were sold to you.
Return Period: Products must be from the most recent order and returned within two months of the request for return.

We understand the sensitivity of such situations, and while we strive to accommodate where possible, we reserve the right to approve or decline the return request at our discretion, without providing further explanation. If the return is approved, we will arrange for the collection of the products at a delivery cost of $15.

We hope this policy provides some peace of mind in difficult times, and we are here to support you at hello@truehugz.com with any questions or concerns.

Payments

Is my personal information and credit card information secure?
Yes! The website does not store or handle any of your credit card information. All payment transactions are handled securely through a 3rd party payment gateway.