FAQs
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These are answers to common questions about Mug Loft orders, delivery, returns, refunds, mug sizes, care and personalisation. Every answer uses the same numbers as our policy pages, and each one links to the page with the full details. Cannot find yours? Email support@mugloft.com and we will reply within 1 business day.
Orders
How do I place an order?
Choose a mug, select the size, accent colour and personalisation options shown on the product page, and add it to your cart. At checkout, enter the shipping address, choose the shipping method shown (free to the US, Canada, Australia and New Zealand) and pay using one of the options displayed. You will receive an order confirmation email straight away. You can check out as a guest or create an account to see your order history later in My Account.
Can I change or cancel my order?
Yes, free of charge, within 24 hours of placing it, as long as it has not shipped. You can change the address, size, accent colour, design or personalisation text, or cancel completely. Email us with your order number. A cancelled order is refunded in full within 7 days of our confirmation. After 24 hours the mug is in production, but you can still return or exchange it within 60 days of delivery. Details: Cancel or Change an Order.
I did not receive an order confirmation email. What should I do?
Check your spam, junk or promotions folder first, as confirmation emails sometimes land there. If it is not there after an hour, contact us with your name and the time you ordered. A missing email usually means a small typo in the email address, which we can correct for you.
Can I order mugs for several people at once?
Yes. If they all go to one address, put them in a single order. If they go to different addresses, place one order per address; shipping is free on every order, so there is no extra cost. For large office, class or wedding orders, see our Help Center or email us first so we can tell you whether preparation might take longer than usual.
Shipping and delivery
How much does shipping cost?
Nothing. Shipping is free on every order to the United States, Canada, Australia and New Zealand, with no minimum spend and no coupon needed. See Shipping & Delivery.
How long will my order take to arrive?
We prepare orders in an estimated 2–7 business days. The carrier then needs 7–14 business days to deliver to any of our four countries, so the total estimate is an estimated 9–21 business days. For birthdays and holidays, order at least three and a half weeks ahead, and allow extra time in December.
Which countries do you ship to?
The United States, Canada, Australia and New Zealand. Orders ship from the USA. Checkout only offers shipping to addresses in those four countries.
Will I have to pay customs or import charges?
Orders within the United States do not attract import duties. For Canada, Australia and New Zealand, the destination country may charge import taxes, duties or handling fees depending on the value of the order and local rules. These are not included in our prices and are paid by the recipient. Any US sales tax that applies is shown at checkout.
How do I track my parcel?
When your order ships, we email you a tracking number and link. You can also use our Order Tracking page with your order number and email address. The first scan can take 24–48 hours to appear.
My tracking has not updated for days. Is my parcel lost?
Not necessarily: international parcels often pause while they move between carriers or through customs. If there has been no update for 7 business days, or the parcel is 7 business days past its latest estimate, contact us. We open a carrier investigation, and if it is not resolved within 5 business days, we send a free replacement or a full refund.
Returns, exchanges and refunds
What is your return policy?
You can return any item within 60 days of delivery, for any reason, including personalised mugs. We pay the return postage on every return and there is no restocking fee. Start by emailing us with your order number. Full details: Returns & Exchanges Policy.
Who pays for return shipping?
We do, always. We send a prepaid label, or, where one is not available for your location, we reimburse the cost of a standard tracked service when you send us the receipt.
How long does a refund take?
Your refund reaches your original payment method within 7 days after approval. Approval means the return has arrived and been inspected (usually within 2 business days of arrival), a photo claim has been accepted, or a cancellation has been confirmed. See the Refund Policy.
Can I exchange a mug for a different size or colour?
Yes, within 60 days of delivery, subject to availability. We pay the postage for the return and ship the exchange item free. If the new item costs more, we ask for the difference; if it costs less, we refund the difference within 7 days after approval.
My mug arrived broken. What do I do?
We are sorry. Photograph the mug, the inside of the box and the shipping label, and email the photos within 60 days of delivery. We send a free replacement or a full refund, and you usually do not need to send the broken mug back. For sets, we replace just the damaged piece unless you prefer a refund for the set.
Can I return a mug I received as a gift?
Yes. Contact us with the order number or the buyer’s name and delivery address. You can exchange it for something else, shipped free. Refunds go back to the original payment method, which belongs to the buyer.
Mugs, sizes and care
What is the difference between 11 oz and 15 oz?
The 15 oz mug holds roughly a third more and is taller. The 11 oz is the everyday classic that fits under most coffee machines. Exact measurements are on each product page, and our Mug Size Guide shows how to compare them with the mug you already own.
How do color-changing mugs work?
They have a heat-sensitive coating that looks dark when the mug is cool. Pour in a hot drink and the coating fades to reveal the printed design underneath; as the drink cools, the coating darkens again. The reveal needs genuinely hot liquid. These mugs are usually hand-wash only and should not go in the microwave; follow the care notes on the product page to keep the effect working.
Are your mugs dishwasher and microwave safe?
It depends on the mug, so we list the care notes on every product page. As a general rule, color-changing mugs and enamel camp mugs should be hand-washed and kept out of the microwave. Follow the product page for the mug you buy, because care instructions can differ between products.
Can I use an enamel camp mug on a camp stove?
Only if its product page says it is designed for that. Enamel camp mugs are made for drinking outdoors; the metal body conducts heat, so the rim and handle can get hot with freshly boiled drinks. Never put an enamel mug in a microwave.
Will the print fade?
Printed designs are made to last through everyday use when the care notes are followed. Harsh scouring pads, bleach and soaking for long periods shorten the life of any print. If a print fades or peels within 60 days of delivery, contact us and we will replace the mug.
What is a latte mug, and how is it different?
A latte mug is wider at the top and usually a little lower than a classic mug, so milk foam has room to settle and latte art has a surface to sit on. It suits cappuccinos, flat whites and milky teas. Compare capacity rather than height when you choose, because a short wide mug can hold as much as a taller one. See Latte Mugs.
Do gift sets come in a gift box?
Each gift set listing describes exactly what is in the box and how it is packed. If a listing does not mention gift packaging, please do not assume it is included; ask us before ordering if packaging matters for your occasion.
Personalisation
How do I personalise a mug?
On personalised products, type your text into the personalisation field on the product page before adding the mug to your cart. Check spelling, capital letters and punctuation carefully, because we print exactly what you type. Character limits are shown on the product page.
I made a typo in my personalisation. Can it be fixed?
Yes, if you email us within 24 hours of ordering, before printing. Send the full corrected text exactly as it should appear. After printing, a mug printed exactly as you typed it can still be returned or exchanged within 60 days. If we printed something different from what you typed, we fix it at our cost.
Can you print a logo, a team name or a character?
We do not print brand logos, sports team marks, characters, celebrity likenesses or song lyrics without permission from the rights holder. We are happy to suggest an original alternative. See our Intellectual Property Policy.
Can I see a preview of my personalised mug before it is printed?
The product page shows how the design is laid out and where your text will sit. We do not currently send individual print proofs, which is why the 24-hour change window exists: it gives you time to check your text and correct it before we print.
Can I add a photo to a mug?
Only on products whose page specifically offers a photo upload. Use the largest original file you have; screenshots and images saved from messaging apps often print blurry. Only upload photos you took yourself or have permission to use.
Payments and account
Which payment methods do you accept?
The available payment options are shown at checkout before you place your order. Prices and payments are in US dollars. Card details are entered on the payment provider’s secure systems and never stored by us. See Payment Methods.
Do I need an account to order?
No. You can check out as a guest. An account lets you see past orders and save addresses for next time.
How do you use my personal information?
Only to process, ship and support your order, keep the site secure and meet legal duties. We do not sell your data. Read the Privacy Policy for details and your rights.
Still have a question?
Email support@mugloft.com, visit our Contact Us page or submit a ticket. Include your order number if your question is about an existing order. Mug Loft, 148 S Wisconsin St, Burlington, WI 53105, US.