Frequently Asked Questions

Sugru shop

I’m trying to place an order on your website, but it’s not working agrrr…!

There might be a few reasons why we’re having trouble processing your order. Most of the time, the solution is to verify that all the details entered at checkout are correct, so there are no error messages. Then try again using a different browser if possible.

If you’re still experiencing some difficulties placing your order, here are some possible reasons:

1. Payment issues.

If your bank is declining the transaction, there will be an error message with the reason stated at the top of the checkout page. You might need to contact your bank to resolve this.

Using PayPal (you can checkout as a guest, so no PayPal account required) often helps if the transaction is declined.

If the card details entered the first time were incorrect, and retrying with correct details isn’t working, our suggestion would be to use a different browser or clear the cache of your current browser, and then try again.

2. Details haven’t been filled in correctly.

If a mandatory field hasn’t been filled in or the number of characters exceeds the limit, there will be an error message under the field that needs correcting.

3. The item might be out of stock.

If the pack you're trying to order is out of stock, there will be an error message at the top of the basket page, and we'll tell you about it in the Delivery section ('Sorry, we do not currently have enough stock to fulfill your order.')

You can check which packs are in stock by going back to the shop and refreshing the page. Make sure you’ve selected the correct country in the top right corner of the website, as stock availability can depend on your location.

If none of the above seems to solve the issue you’re experiencing, please take screenshots of the whole checkout page (or go to Print → Destination → Save as PDF), and email to our support superstars on [email protected], who will come to the rescue.

I can't increase/decrease the quantity in basket at checkout.

You will need to go back to the shop and make changes in the cart drop-down. 

I need to cancel the order I just placed - help!

If you want to cancel your order or edit the address, we’re normally able to do that if you notify us within 1 hour from placing your order. Any longer, drop us a line anyway, and we’ll try our best to figure something out.

Can I change my order?

We're unable to change order contents, but if you notify us within 1 hour, we'll be able to cancel your order and issue a refund, so you can place a new order.

If you'd like to make changes to your order, please email us on [email protected] (please state in the email subject that you want to cancel/change/edit your order) or reply to the order confirmation email.

I have a discount coupon, where do I claim it?

Please enter your discount code into the coupon code box in the cart drop-down, this will pop up when you add items to your basket.

I have an issue with a discount not working.

If you click on the discount code link you have (whether in an email or via an ad), the code will be automatically applied at checkout. You can also apply your code manually, by popping your code into the ‘Coupon Code’ box in the cart drop-down that shows when you add items to your basket.

I just missed your sale. I'm disappointed!

Oh no! Please, sign up to our newsletter where you'll be the first to know about our offers and promos! sugru.com/sign-up

The pack I want is out of stock!

We're very sorry about this! Don't worry, we're working hard on making it available again. In the meantime, enter your email address in the 'Notify me' box on the item's page, and you'll get a notification as soon as it's back in stock!

Can I buy Sugru in shops?

Sugru is sold in proper brick and mortar shops and by online retailers such as Amazon. Search your nearest shop on our stockist map.

Delivery and Returns

What delivery options do you offer?

CORONAVIRUS (COVID-19) INFORMATION FOR OUR CUSTOMERS

Due to the impact of COVID-19, the delivery of your order may be delayed by up to 5 working days.

We are temporarily unable to deliver to Azerbaijan, Botswana, Cuba, Djibouti, Mauritania, Pakistan, Tanzania, Venezuela, Zambia and Zimbabwe. 

1. I live in the UK.

UK orders are dispatched from our UK warehouse with Royal Mail 1st Class, and the estimated delivery time is 1-3 working days. 

2. I live in the US.

US orders are shipped with USPS First Class (tracked) from our Michigan warehouse, and the estimated delivery time is 2-3 working days.

3. I live in Canada.

Canadian orders are shipped with Canada Post Lettermail from our Michigan warehouse, and the estimated delivery time is 5 working days. We use a 3rd party company across the Canadian border, so the customs’ fees are on us.

4. I live somewhere else.

All other orders are dispatched from the UK with Royal Mail International Standard and are usually handled locally by the standard postal service. We ship worldwide to most destinations, and the estimated delivery time for these orders is 2-5 working days within Europe (with some exceptions) and 5-15 working days for the rest of the world.

5. We are unable to ship to Russia, India and China.

What are your last order dates in time for Christmas?

Last order dates for Christmas 2020

Australia & New Zealand - Friday 4th December by 2pm GMT

Cyprus & Malta - Thursday 10th December by 2pm GMT

Greece, Eastern Europe including Czech Republic & Poland, Sweden, Spain and Turkey - Friday 11th December by 2pm GMT

Austria, Denmark, Germany, Iceland, Netherlands, Norway, Portugal, Slovakia, Switzerland, Belgium, France, Ireland, Luxembourg - Monday 14th December by 2pm GMT

Canada - Thursday 10th December 

United States - Thursday 17th December (Alaska & Hawaii - Monday 14th Dec)

UK - Friday 18th December before 2pm

My order is late, what do I do?

Although the vast majority of our orders arrive within the stated time frame, there may occasionally be some delays. Please check if the address on the order confirmation or dispatch notification we emailed you is 100% correct, and if so, allow a little extra time, as it’s more than likely to arrive.

If your order still hasn’t arrived (or if you notice the address is incorrect), please don’t hesitate to get in touch with our helpful Customer Support Team on [email protected], and they’ll sort this out for you. We aim to reply within 72 hours, but it might occasionally take a little longer during busy periods.

I’ve changed my mind - can I return my order?

You can return unused, unopened Sugru packs to us within 7 working days after receiving your order. In such cases, please drop us an email to [email protected] and let us know that you’re returning your order. Once we’ve received the return, we’ll issue you a full refund including original postage (you will need to cover the return postage).

Return address for US and Canadian orders:

Sugru, Inc. HOVS
38120 Amrhein
Livonia
MI 48150
USA

Return address for UK and all remaining countries:

James and James Fulfilment Ltd
Burrypoint Rd
Brackmills Industrial Estate
Northampton
NN4 7BB
UK

Community

How do you pronounce ‘Sugru’, and what does it actually mean?

Sugru is pronounced ‘Sue-groo’. Jane, the inventor of Sugru, is Irish - and the word ‘Sugru’ is inspired by the Irish word for play :). When Jane was studying product design at the Royal College of Art in 2003, she had a creative epiphany. She realised that we don’t need more new stuff. We all have enough. She asked herself: what if, instead of buying new, everyone could easily adapt, improve, customise or repair the things they already have? Now a global community of over two million fixers and makers (aka Sugru-ers) are using the world’s first mouldable glue to do just that.

So, how do I win Fix of the Month?!

A: We’re open to all submissions – a winning application might be big or small, simple or complex, practical or wacky. It’s not an exact science, mainly because we love all fixes, makes and hacks :)

To win five of your favourite 8-Packs, here are a few things to get your project primed to hit the jackpot…

1. Great hacks deserve great photography!

A bright, clear and in-focus image that really shows off your handiwork will always catch our attention. It might be a close-up of the project on a plain background, or something that shows it off in its natural habitat.

Daylight shots are always a good place to start.

And a series of images is something we get really very excited about, especially if it shows a step-by-step and/or a before and after the process.

2. Share your story

Once you’ve taken the picture, tell us a bit about the project. What problem did you fix? What made Sugru so suitable for it? How did you apply it? Did it save you money, or time, or both? Or earn you a bit of love at work or at home? Hearing your stories is the best part of working at Sugru. So please, don’t spare us any of the details!

3. Pick your platform

You can send your snaps directly to us here or email them to our Customer Support Team at [email protected] We also love it when you share your projects with your friends and our community on Facebook, Twitter or Instagram! Simply tag @sugru and use the hashtag #MySugruFix. 

One last thing - make sure you're receiving our awesome newsletter, as that’s where we announce the winners (we’ll email you too if you win). Subscribe to our newsletter here.

Good luck, we're rooting for ya!

I’d like to talk about Sugru on my website/blog - how can I become an affiliate?

We’re privileged to see our community of creative fixers and makers growing every day, thanks to people who believe in Sugru as much as we do. If you have a website or a blog and you’d like to help us reach even more people, email us at [email protected]

Safety

If you have any queries regarding our current or previous products, please visit our Safety page.

Any questions left? We’d love to hear from you!

Chatting with Sugru-ers and answering your questions is our passion, so please don’t hesitate to drop us a line at [email protected] with any questions, suggestions, problems or feedback (or anything really). 

Our Customer Support Team will usually reply within 72 hours (we might occasionally take a little longer during busy times). 

We're looking forward to hearing from you soon!