A Message from Our Team
September 2026
To Our Valued Customers,
If you've reached out to us in recent months and heard little in return, we owe you an apology — and an explanation.
From April through September 2026, our company underwent a complete change in management. During this transition, communication fell short, orders were delayed, and the level of service you deserved was not delivered. We take full responsibility for that.
The changes we've made were not undertaken lightly. Our goal was — and remains — to build a stronger foundation: one that can reliably deliver on-demand service, consistent product quality, and the kind of responsiveness every customer should expect. We are now that team, and we are ready to prove it.
What's Different Now
Words alone won't rebuild trust — so here's what's actually changed under our new management:
- Supply chain restructured. We've secured new manufacturing partnerships with both a primary and backup manufacturer, and we've arranged upfront funding for production runs so delays caused by vendor financing issues will not happen again.
- Support brought in-house. Customer service is now handled directly by our team, with a commitment to responding to every inquiry within one business day once full operations begin on October 1.
- Real-time order tracking. We've added order status tracking to our website so you can see where your order stands at any time — no more waiting for an email reply.
These aren't promises. They're changes we've already implemented.
Where We Stand Today
Sales & Support Our sales team is available by email immediately. Our full customer support team will resume operations on October 1, 2026.
Pre-Orders Pre-orders are once again live on our website. We are actively working to restore full credit card processing across all major providers, and we expect this to be completed by October 15, 2026. Until then, if your card does not go through, please check out using PayPal or Amazon Pay. We'll post weekly updates on our status page until this is resolved.
Warranty Extension
We know that a lapsed warranty during a period of silence is the last thing anyone needs. That's why we're making it right — automatically.
If your product warranty expired between February 2026 and October 2026, it will be extended by the number of months it was inactive — effective October 2026. No action is required on your part.
Example: If your warranty expired in July 2026, six months elapsed between February and July. Your warranty will therefore remain valid for six months from October 2026, expiring in March 2027.
HUGOv2-L50 Pre-Orders: An Update
For customers who pre-ordered the HUGOv2-L50, we want to be fully transparent about what happened and where things stand.
The original delivery target was June 2026. The root cause of the delay was a breakdown in vendor financing under the previous management team, which left them unable to fulfill orders through the original manufacturer. As a result, no units were shipped. We know this was frustrating — and for those of you who waited, we are truly sorry.
This issue has been resolved. Under new management, we've secured new manufacturing partnerships and upfront production funding. Here's where things stand now:
- A new production batch of HUGOv2 was completed in late August 2026.
- The units are currently in transit to our warehouse.
- We expect to be fully stocked by the first week of October 2026, at which point all outstanding orders will begin shipping.
Due to gaps in record-keeping during the transition, there may be discrepancies in our fulfillment list. We want to make sure no one is overlooked.
If you did not cancel or file a chargeback and believe your order is still outstanding, please email us at sales@sps-us.net with your order number. We will verify on our end and respond personally. Every message will receive our highest priority.
To Our Loyal Customers Who Waited
If you kept your pre-order without cancelling — through the silence, the delays, and the uncertainty — we want you to know that your patience has not gone unnoticed.
As a thank-you, every customer who maintained their HUGOv2-L50 pre-order will receive:
- An upgraded 2-year warranty (up from the standard 1 year), applied automatically
- A 15% discount code valid on your next purchase with us
No action is required — both will be applied to your account when your order ships.
For Those Who Cancelled — We'd Like to Earn You Back
If you cancelled your pre-order for any reason, we understand. But if you're willing to give us a second chance, we'd like to make it worth your while:
- An additional $50 credit back to your payment method after you re-place your order
- An upgraded 2-year warranty (up from the standard 1 year)
- Extended warranty coverage remains available for purchase as well
If this applies to you, please email us at sales@sps-us.net so we can track your order and ensure your discount is applied.
Looking Ahead
The past several months have been a period of rebuilding — behind the scenes, in our processes, and in the standards we hold ourselves to. We emerge from this transition with a clearer focus, a stronger commitment to quality, and a genuine appreciation for the customers who have stayed with us.
We are back. We are ready. And we will work every day to earn and keep your trust.
Thank you for your patience, your understanding, and your continued support.
Warm regards,
The SPS-US Team