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\nPlans change. The colleague already has a mug, the name was spelled wrong, the parcel should go to your office instead of your home. This page explains how to cancel a Mug Loft order or change it before it ships, how long you have, what can and cannot be changed, and what happens to your money. If you need to act quickly, email support@mugloft.com now with your order number and the word “Change” or “Cancel” in the subject line, then come back and read the details.
\nPrinted mugs are prepared to order. Within an estimated 2–7 business days of your order, the design is prepared for your exact mug, printed and cured, and once a print is on the ceramic it cannot be taken off again. To give you a fair chance to fix mistakes while keeping orders moving, we hold every order open to changes for 24 hours after it is placed. During that time a cancellation or change costs nothing and wastes nothing.
\nAfter 24 hours, or once the order has shipped, a cancellation is no longer possible. You are still fully covered, though: you can return the mug within 60 days of delivery, for any reason, and we pay the return postage. The process is explained on our Returns & Exchanges Policy page.
\nWhen we confirm the cancellation, the full amount for the cancelled items is refunded to your original payment method within 7 days. Because shipping is free, there is no shipping charge to keep back. You will receive an email showing the amount refunded.
\nChanges follow the same route: email us within 24 hours with your order number and exactly what you want to change. The clearer the instruction, the faster we can act. “Please change the name on mug 2 from Juels to Jules, capital J” is perfect; “the name is wrong” means we have to write back and ask.
\n| Change | \nPossible? | \nNotes | \n
|---|---|---|
| Shipping address or recipient name | \nYes | \nMust be in the United States, Canada, Australia or New Zealand. | \n
| Personalisation text (name, date, short line) | \nYes | \nSend the full new text exactly as it should be printed. | \n
| Mug size (for example 11 oz to 15 oz) | \nYes, if the design exists in that size | \nPrice difference charged or refunded. | \n
| Accent colour (handle and inside) | \nYes, if available | \nWe confirm availability before switching. | \n
| Swap to a different design | \nYes | \nPrice difference charged or refunded. | \n
| Add items to the order | \nUsually | \nSometimes it is quicker to place a second order; shipping is free either way. | \n
| Remove items | \nYes | \nRemoved items are refunded within 7 days of confirmation. | \n
| Email address on the order | \nYes | \nWe confirm the change from the original email address. | \n
If a change makes the order more expensive, we send you a secure request for the difference before we print anything. If it makes the order cheaper, we refund the difference within 7 days of confirming the change. We never print a changed order until you have confirmed the final details.
\nOnce 24 hours have passed, the order is in production or already printed, and we can no longer cancel it or change what is printed on the mug. There are still options:
\nWhen your order ships, you receive an email with a tracking number. From that moment the parcel is with the carrier and we cannot stop it. Please do not refuse delivery as a way of cancelling: refused parcels take weeks to come back and are more likely to be damaged on the return journey. It is quicker for you to accept the parcel and start a return with us; you have 60 days and we cover the postage.
\nIf you are worried a parcel will arrive while you are away, tell us your dates. We cannot hold a shipped parcel, but we can suggest a delivery address where someone will be at home, such as a workplace or a neighbour who has agreed to receive it.
\nWe may cancel an order, or part of it, if a design is no longer available, if a personalisation request includes material we cannot print (such as a brand logo, a sports team crest, a cartoon character or artwork you do not own), if an address cannot be delivered to in one of our four shipping countries, or if a payment looks fraudulent. We always tell you why by email, offer an alternative where there is one, and refund the cancelled items in full within 7 days of our message.
\nYou order a funny mug for a colleague’s farewell at 9 a.m. and learn at lunchtime that the team bought the same one. Email us before 9 a.m. the next day and we cancel it free, with the full amount refunded within 7 days.
\nYou send a 15 oz mug to your brother, then remember he moved last month. Within 24 hours, we update the address at no cost. On day two, if the parcel has not left yet, we still try; if it has left, we ask the carrier for a redirect and keep you posted.
\nYou order a color-changing mug with a short proposal message and want to change “Will you marry me” to “Will you marry me, Sam?”. Send the new text within 24 hours and we print the new version. Keep reveal messages short: they read best in bold, simple lettering.
\nYou ordered the 11 oz version of a holiday design for a hot-chocolate fan and decide the 15 oz would suit them better. Within 24 hours we switch the size and send a request for the small price difference. After 24 hours, you would receive the 11 oz and could exchange it for the 15 oz within 60 days, with the return postage paid by us.
\nMany change requests are about text on a mug. A minute with this checklist saves a second round of emails and makes sure the reprinted mug is exactly what you meant:
\nOrders for a whole team, a classroom or a wedding party often change as the guest list changes. For these orders, collect all the names before you order if you can. If changes are unavoidable, send them in a single email inside the 24-hour window rather than several separate messages, so nothing gets lost. When an order is large enough that preparation will take longer than an estimated 2–7 business days, we tell you before production starts, and the change window stays open until we confirm the final list with you.
\nTo protect your order, we only act on cancellation and change requests that come from the email address used at checkout, or that include both the order number and the billing postcode. If you no longer have access to that email address, tell us, and we will ask a couple of questions about the order to confirm your identity before changing anything. We never ask for your card number, password or security code by email.
\n| Stage | \nTypical timing | \nWhat you can do | \n
|---|---|---|
| Order placed, confirmation email sent | \nHour 0 | \nCancel or change anything, free | \n
| Change window open | \nHours 0–24 | \nCancel or change anything, free | \n
| Printing and checking | \nWithin an estimated 2–7 business days | \nAddress fixes only; return or exchange after delivery | \n
| Handed to the carrier, tracking email sent | \nBy the end of business day 3 | \nRedirect request; return within 60 days of delivery | \n
If you are changing an order that ships directly to a gift recipient, tell us whether the recipient should be contacted. We never email or call a recipient about an order unless you ask us to, so a surprise stays a surprise, even when we are fixing an address behind the scenes.
\nFast changes start with a clear email to support@mugloft.com. We reply within 1 business day, but a request sent inside the 24-hour window is honoured based on the time it was sent. You can also track your order on the Order Tracking page, read the Refund Policy for how money is returned, or browse the Help Center.
\nMug Loft, 148 S Wisconsin St, Burlington, WI 53105, US.
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