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Questions about a mug, an order, a delivery or a return? Mug Loft support is run by email, which means every answer is in writing, every conversation stays in one thread and you never have to wait on hold. Write to support@mugloft.com and a member of our team replies within 1 business day. If you prefer a structured form, use our Submit a Ticket page, which prepares an email with the right subject line for your topic.

How to reach us

  • Email: support@mugloft.com
  • Reply time: within 1 business day (Monday to Friday, excluding US public holidays).
  • Support ticket: Submit a Ticket, for returns, damaged mugs, changes and order questions.
  • Postal address: Mug Loft, 148 S Wisconsin St, Burlington, WI 53105, US.

Which topic is your question about?

Many questions are answered fastest by the page dedicated to them. Use this table to jump straight to the right place, or email us if you would rather ask directly.

Where to find help for each topic
Your question Best page Email subject to use
Where is my order? Order Tracking Order status #your order number
I need to change or cancel my order Cancel or Change an Order Change #order number, or Cancel #order number
I want to return or exchange a mug Returns & Exchanges Policy Return #order number
When will my refund arrive? Refund Policy Refund #order number
Shipping costs, times and countries Shipping & Delivery Shipping question
Which mug size should I choose? Mug Size Guide Size question
Care, color-changing mugs, enamel mugs FAQs Product question
Paying for an order Payment Methods Payment question
My mug arrived damaged or misprinted Submit a Ticket Damaged #order number
Ordering for a group, office or event Email us directly Group order
Copyright or trademark concern DMCA and IP Policy Copyright notice, or IP concern
Your personal data Privacy Policy Privacy request

What to include in your message

A complete first message means we can usually solve the problem in a single reply. Depending on your question, please include:

  • Your order number, shown in your confirmation email after “Order #”.
  • The email used at checkout, if you are writing from a different address.
  • Photos for anything damaged, misprinted or different from what you ordered: the mug, the inside of the box and the shipping label.
  • The exact new text for a personalisation change, written exactly as it should be printed, including capitals and punctuation.
  • The full new address for an address change, including unit number and ZIP or postal code.
  • Your deadline, if you need the mug for a particular date, plus the destination country.

Please never include card numbers, security codes, bank details or passwords in an email. Mug Loft will never ask you for them, by email or any other way. If you receive a message claiming to be from us that asks for such details, forward it to support@mugloft.com and do not reply to the sender.

When you will hear back

We reply to every message within 1 business day, often sooner. Business days are Monday to Friday, excluding US public holidays. A message sent on Saturday is answered by the end of Monday. Time-sensitive requests, such as a cancellation or change within the 24-hour window after ordering, are honoured based on the time you sent them, not the time we read them, so you never lose your window because of a weekend.

If you have not heard from us within 1 business day, check your spam or promotions folder for a reply from our domain, and add support@mugloft.com to your contacts so future replies land in your inbox.

Common situations and what we will do

“My mug arrived cracked.”

Send the photos described above. Once we see them, you choose a free replacement or a full refund. You usually do not have to send the broken mug back, and for sets we replace just the damaged piece.

“I typed the wrong name.”

If it has been less than 24 hours since you ordered, send the corrected text and we update the order before printing, free of charge. If the mug was already printed exactly as typed, you can still return or exchange it within 60 days of delivery, with return postage paid by us.

“I need it by Friday.”

Tell us the date and the destination country before you order. Orders take an estimated 2–7 business days to prepare and 7–14 business days in transit. We do not offer paid express shipping, so we will tell you honestly whether the date is realistic rather than take an order we cannot deliver on time.

“I am buying for twenty colleagues.”

Email us with the designs, sizes, quantities and delivery addresses. We confirm whether the order can be prepared within the usual an estimated 2–7 business days and give you a written summary you can share with whoever approves the purchase.

“The gift I received is the wrong size.”

Gift recipients can exchange within 60 days of delivery. Send us the order number, or the buyer’s name and the delivery address, and tell us which size you would like. We pay the return postage and ship the new mug free.

Three example emails that get solved in one reply

A damaged mug

“Subject: Damaged #1047. Hi, my order arrived today and one of the two latte mugs has a chip on the rim. Photos of the mug, the box and the label are attached. I would like a replacement, please. Thanks, Dana.” Everything we need is there: the order, the problem, the evidence and the outcome Dana prefers.

A personalisation change

“Subject: Change #1052. Hello, I ordered a 15 oz mug an hour ago with the name Juels. It should read Jules, capital J, everything else the same. Thank you.” Short, clear and inside the 24-hour window, so the change is made before printing.

A delivery deadline

“Subject: Shipping question. Hi, I would like to order an enamel camp mug as a birthday present for my brother in Wellington, New Zealand. His birthday is on the 28th of next month. Will it arrive in time if I order today?” With the destination and the date, we can give a straight answer.

What you can expect from us

  • A real reply, in writing. Every message is read and answered by a person, within 1 business day.
  • One thread per problem. Reply to our email and the whole history stays together, so you never have to repeat yourself.
  • Clear outcomes. When we approve a return, replacement or refund, we say exactly what happens next and when.
  • The same numbers as our policies. 24 hours to change or cancel, 60 days to return, return postage on us, refunds within 7 days after approval. Support will never quote you something different from what is written on our policy pages.
  • No pressure. We will not push you towards a replacement if you would rather have a refund, or the other way round.

Writing about an order placed by someone else

If you received a mug as a gift and need help, for example because it arrived damaged or you would like a different size, you can contact us directly. Tell us the name of the person who ordered and the delivery address, or the order number if it was included in the parcel. We will help you without needing to involve the buyer, except where a refund has to go back to their payment method. For privacy reasons we cannot share the buyer’s personal details or payment information with a recipient.

Busy seasons

In the weeks before Christmas, Mother’s Day, Father’s Day and Valentine’s Day, our inbox is busier than usual. Our reply time of 1 business day still applies, and requests inside the 24-hour change window are always honoured by the time they were sent. To help us help you quickly in those weeks, please put the order number in the subject line and send one message per problem rather than several follow-ups.

A two-minute check before you write

  1. Look for your order confirmation and shipping emails, including in spam and promotions folders. Most “where is my order” questions are answered by the tracking link inside the shipping email.
  2. Enter your order number and email on the Order Tracking page to see the current status.
  3. If your question is about a size, compare your current mug with the measurements on the product page using the Mug Size Guide.
  4. If you want to change something, check the time: within 24 hours of ordering, changes are free and simple.
  5. Still unsure? Write to us. There is no such thing as a silly question about a mug.

Languages

Our support team writes in English. If English is not your first language, write in whatever way is easiest for you; short sentences and an order number are all we need, and we will keep our replies simple and clear.

Business details

Mug Loft is the trading name used on this website. Our business address is 148 S Wisconsin St, Burlington, WI 53105, US. Mug Loft sells online only through mugloft.com, and all customer support is handled by email. To return an item, please use the return address in the instructions we email you, so your parcel is matched to your order quickly.

Complaints

If you are unhappy with how a question was handled, reply to the same email thread with the word “Complaint” at the start of the subject line. We look at the whole conversation again from the beginning, check it against our published policies, and respond within 1 business day with what we will do to put things right. If we cannot agree, your consumer rights in your own country remain available to you.

Feedback and suggestions

We read every suggestion: a mug shape you wish we sold, a design idea for a profession or hobby we do not cover yet, a page on this site that confused you. Send it to support@mugloft.com with “Idea” in the subject line. We cannot reply individually to every idea, but they genuinely shape what we add next.

Artists and rights holders

Illustrators and letterers interested in licensing work for mugs can introduce themselves by email with a portfolio link. Rights holders with a concern about a design should follow the steps on our DMCA or Intellectual Property Policy pages so we can act quickly.

Accessibility

If any part of this website is difficult to use with your device, screen reader or browser settings, please tell us what you were trying to do and where you got stuck. We can take your order details by email and we will work to fix the problem on the site.

More help

Browse the Help Center for guides on every topic, read the FAQs, or see a list of every page on the Sitemap. Ready to browse again? Head back to all mugs.