FAQs – Hubman and Chubgirl

What are Pineapple Points?

Pineapple Points are our fun little way of saying thank you for shopping with us! You earn points with every purchase, which can be redeemed from your account for a voucher (discount code).

How do I earn points?

You earn points every time you shop with us. You’ll also get bonus points for actions like creating an account, following us on Instagram, or referring a friend. You can see all the ways to earn when you sign up!

How do I redeem points?

Once you’ve collected enough points, head to the Pineapple Points section while logged into your account. There, you can redeem your points for discount vouchers (the voucher will show a minimum spend requirement before you redeem it). Just copy your voucher code and apply it at checkout to enjoy your discount!

Can I combine points vouchers with my subscription discount?

Yes! You can use one voucher at a time, and it will combine with your 10% subscriber discount if you have an active subscription.

Can I redeem multiple vouchers or combine coupons?

Only one voucher code can be used per order but don’t worry, you can save the rest for next time!

Do my points expire?

Yes if your account has been inactive for 12 months (meaning no purchases during that time), your Pineapple Points will sadly expire.

How long will it take for my order to be packaged?

Fulfilment is currently shared between our Toronto office and our Houston office.

Order processing time is currently around 1-2 weeks for Canadian and international orders, and about 2-4 weeks for US orders.

Our Houston team is working hard to catch up on delays and reduce processing times as new equipment and staff get up to speed.

Click here for the latest updates from our Houston fulfilment team!

Can I change the address on my order after it’s been placed?

Yes, as long as your order hasn’t shipped yet! Please email support@hubmanchubgirl.com as soon as possible and we’ll do our best to help.

Do you have any coupon codes?

We share special promo codes through our email newsletter so make sure you’re signed up to stay updated!

Do you offer gift cards?

Yes! You can find our digital gift cards here - they make the perfect gift for any stationery lover and can be used on anything in our shop.

How do I use a discount code?

Enter your discount or voucher code in the “Discount Code” box at checkout before completing your purchase. The discount will automatically apply to your total.

Where do you ship from?

We ship from both our Toronto and Houston offices! Depending on your location, your order will be fulfilled from the nearest warehouse to help you get your happy mail faster.

How long will my order take to arrive once shipped?

USA & Canada: 5–15 business days
International: 2–8 weeks

Most USA and Canada orders receive tracking information. If your order is shipped via letter mail it doesn’t include tracking.

All internationally shipped packages are partially tracked, they are untracked once they reach the destination country.

Where can I track my order?

Once your order ships, you’ll receive an email with your tracking link. You can also find it by logging into your account under “My Orders.”

You can use the Shop App to track your order, however, the most accurate tracking for non-letter mail shipments will come from the tracking attached to the shipment confirmation email.

Why doesn’t my tracking number work for letter mail?

USPS and Canada Post letter mail doesn’t include tracking updates, which is why the tracking link may show an error. But your order is still on the way!

Estimated delivery:
Canada: 5–10 business days
USA: 10–15 business days

Why did I receive part of my order first?

We sometimes ship partial orders based on what’s in stock so that your order isn’t held up. This means part of your order (usually what’s ready in stock) may ship first, and any remaining items (including pre-orders) will follow soon after once they’re produced and packed.

Can I combine multiple orders to save on shipping?

Unfortunately no, shipping fees are based on the weight and size of each order, so combining them doesn’t reduce the cost.

Do you ship internationally and how much does it cost?

Yes, we ship worldwide! 🌍 Shipping costs depend on your country and will be shown at checkout.

For EU & UK orders under €150, we charge VAT upfront at checkout.

For all other countries and for orders that exceed the minimum, customers are responsible for customs and duty fees.

What happens if my order arrives damaged or something is missing/incorrect?

We’ve got you! Please contact us at support@hubmanchubgirl.com and we’ll sort it out.💛

What theme will I receive if I join today?

You’ll receive the current month’s theme shown on the subscription page, as long as it’s still in stock!

When do subscriptions renew and ship?

The subscription plans renew on the 25th of every month and we design a new theme for every month of the year. We mail them out in advance so that it arrives to you before that month begins.

January 25th - March’s theme
February 25th - April’s theme
March 25th - May’s theme
April 25th - June’s theme
May 25th - July’s theme
June 25th - August’s theme
July 25th - September’s theme
August 25th - October’s theme
September 25th - November’s theme
October 25th - December’s theme
November 25th - January’s theme
December 25th - February’s theme

For example, if you subscribe on July 26th, you’ll receive September’s theme. But if you subscribe on July 23rd, you’ll receive August’s theme and your subscription will automatically renew on the 25th.

Can I skip a month?

Yes, log in to your account, navigate to “Manage Subscriptions” and click “Skip” under your current subscription to skip a month. Be sure to do this before 11:59PM EST on the 24th to skip the subscription that auto-renews on the 25th of the month.

Can I switch subscription plans?

You absolutely can! See the steps below on how to swap your subscription.

1. Log in to your account
2. Navigate to "Manage Subscriptions”
3. Click on "Edit Products" under your current subscription
4. Click on "Swap Item" and select the plan you want to change to

If you encounter any problems, please contact support@hubmanchubgirl.com for assistance.

When does the sneak-peak for the next subscription theme come out?

Keep an eye out for our emails and Instagram stories to get a sneak peek of our next theme. Teasers are revealed around the 20th of each month.👀

When will I get my first subscription?

Your first subscription will be shipped accordingly by our regular processing times as soon as your order is placed. Note that we prioritise subscription orders over all other orders made on our shop.

Can I track my subscription?

All internationally shipped packages are partially tracked (It’s untracked once it reaches the destination country).

Ultimate Subscription Boxes to Canada/US are tracked.

All other subscription packages (lettermail) to Canada/US are untracked.

In order to keep shipping costs down, we do not have an option to track lettermail at this time. If you do not receive your order within the estimated time frame stated below, please contact support@hubmanchubgirl.com for further assistance.

USA and Canada: 5-15 business days
International orders: 3-8 weeks

How do I update the address for my subscription?

Log in to your account and navigate to “Manage Subscriptions” to edit the shipping address for your subscription. Note that this is separate from the “Addresses” tab in your account, which applies to ONLY non-subscription orders. Make your edits before 11:59PM EST on the 24th of the respective month to receive your subscription on time!

Do subscribers get any perks or discounts?

Yes! Subscribers automatically get 10% off all products storewide, 2x Pineapple Reward Points on every purchase made and early access to limited collections and new product launches.🎁

Can I gift a subscription?

Yes! You can easily gift a subscription, just add your recipient’s name and address in the shipping section at checkout. The box will go straight to them each month, and you’ll handle the billing. 💌

How can I cancel my subscription?

We’re sorry to see you go! If you’re having any issues with your order, please reach out to our support team at support@hubmanchubgirl.com and we’ll do our best to help. See the steps below on how to cancel your subscription.

1. Log in to your account
2. Click on” Manage Subscriptions”
3. Click on “Cancel Subscription”
4. Under your current active subscription, click “Cancel"

How do I create or access my account?

You can create an account by clicking Sign Up at the top of our website. If you already have an account, click 'Log In' and enter your email and password. Once logged in, you’ll be able to see your orders, manage subscriptions, and update your account information.

I can’t find my subscription under my account, what do I do?

No worries! Sometimes subscriptions are linked to a different email address than your account. Double-check the email you used when signing up for your subscription. If you still don’t see it, email us at support@hubmanchubgirl.com and we’ll help get everything linked properly.

How do I contact customer service?

We’d love to help! You can reach us by emailing support@hubmanchubgirl.com, and our team will get back to you as quickly as possible.💖