Help Center
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Welcome to the Mug Loft Help Center. This is the front desk for everything after you click “Add to cart”: orders, delivery, returns, refunds, payments, mug sizes and care, personalisation, your account and your privacy. Each topic below gives you the short answer first and then points you to the page with the full detail. If you would rather talk to a person, email support@mugloft.com or submit a ticket; we reply within 1 business day.
Quick answers
- Shipping cost: free to the United States, Canada, Australia and New Zealand, on every order, with no minimum.
- Delivery time: an estimated 2–7 business days to prepare, then 7–14 business days in transit, so an estimated 9–21 business days in total.
- Changing your mind before it ships: cancel or change free within 24 hours of ordering.
- Returns: 60 days from delivery, for any reason, and we pay the return postage.
- Refunds: back on your original payment method within 7 days after approval.
Orders
Placing an order takes a few minutes: pick a mug, choose its size, accent colour and any personalisation, then check out as a guest or with an account. You receive a confirmation email immediately and a tracking email when the parcel ships. If you made a mistake, you have 24 hours to change the address, the size, the colour, the design or the personalisation text, free of charge, before the mug goes into production.
- Cancel or Change an Order: the 24-hour window, what can be changed and how refunds work for cancellations.
- Order Tracking: look up your order with its number and your email.
- FAQs: answers about confirmation emails, group orders and more.
Ordering for a group
Ordering mugs for a team, a class or a wedding table? Collect all names and spellings before you order, place one order per delivery address, and send any changes in one email within the 24-hour window. For very large orders, email us first: we will tell you honestly whether preparation might take longer than an estimated 2–7 business days.
Shipping and delivery
Every order ships free with tracking from the USA to our four countries. Preparation takes an estimated 2–7 business days and carriers need 7–14 business days, so for a gift with a fixed date, order at least three and a half weeks ahead, and earlier in December. International parcels can pause in tracking while they cross borders; that is normal for a few days. If tracking does not move for 7 business days, contact us and we will open a carrier investigation. Lost parcels are replaced or refunded in full.
- Shipping & Delivery: costs, delivery times by country, addresses, customs and lost parcels.
- Order Tracking: what each order status means.
Import charges for Canada, Australia and New Zealand
Orders to these countries are international shipments from the USA. Import taxes or duties may be charged by the destination country depending on value and local rules, and are paid by the recipient. If you are sending a gift abroad, it is kind to mention this to the recipient.
Returns and exchanges
If a mug is not right, you can return or exchange it within 60 days of delivery, for any reason. We pay the return postage on every return and there is no restocking fee. Exchanges for another size, accent colour or design ship free. Damaged, defective, misprinted or wrong items are replaced or refunded at no cost when you send us photos within 60 days, usually without having to send anything back.
- Returns & Exchanges Policy: step-by-step process, packing tips, international returns, damage claims.
- Submit a Ticket: start a return or report a damaged mug.
Refunds
Refunds go back to the original payment method and reach it within 7 days after approval. Approval happens when a returned mug arrives and passes inspection (usually within 2 business days of arrival), when a photo claim is accepted, or when a cancellation is confirmed. Partial refunds apply when only part of an order is returned or affected.
- Refund Policy: when the 7 days start, how much is refunded, worked examples and what to do if a refund has not arrived.
Payments
The payment options for your order are shown at checkout, before you pay. All prices and payments are in US dollars. Card details are entered on the payment provider’s secure systems and never stored by Mug Loft. If a payment is declined, check the billing address and card details first, then ask your bank whether it blocked the payment as a precaution.
- Payment Methods: currency, security, declined payments, taxes by destination and receipts.
Mug sizes, types and care
We sell four families of printed mugs. Classic ceramic mugs come in 11 oz and 15 oz. Color-changing mugs look dark when cool and reveal their design when a hot drink is poured in. Enamel camp mugs are light, made from enamel-coated steel with a rolled rim, and meant for outdoor coffee. Latte mugs are wider and lower, made for milky drinks and foam. Every product page lists the exact measurements and the care notes for that mug.
- Mug Size Guide: compare 11 oz, 12 oz and 15 oz, measure the mug you own, check your coffee machine clearance.
- Ceramic Mugs, Color-Changing Mugs, Enamel Camp Mugs, Latte Mugs.
Care in a nutshell
Follow the care notes on the product page. As a general rule, color-changing mugs and enamel camp mugs are hand-wash only and must not go in a microwave. Avoid scouring pads and bleach on printed surfaces. Let freshly boiled drinks cool a moment in enamel mugs, as the rim can get hot.
Personalisation
Personalised mugs carry a name, date or short message you type on the product page. We print exactly what you type, so check spelling and capital letters before adding to cart. You can correct the text free of charge within 24 hours of ordering. We do not print brand logos, sports team marks, characters, celebrity likenesses or song lyrics without the rights holder’s permission, and we will suggest an original alternative if your idea needs one.
- Personalized Mugs: designs that take your own text.
- Intellectual Property Policy: what we can and cannot print, with examples.
Account and privacy
You do not need an account to order. If you create one, you can see your order history and save addresses. We use your personal information only to make, ship and support your order, keep the site secure and meet legal duties. We do not sell personal information. You can ask us to access, correct or delete your data at any time.
- My Account: log in, view orders, update addresses.
- Privacy Policy and Terms of Service.
Forgotten password
Use the “Lost your password?” link on the My Account login form. We email you a reset link that expires after a short time. If the email does not arrive, check your spam folder; if you checked out as a guest, there is no password to reset and you can look up orders on the Order Tracking page instead.
Gifts
Most of our mugs are bought as presents, so a few gift tips. Enter the recipient’s address as the shipping address and your own email, so the tracking emails come to you and the surprise stays intact. Order early for dated occasions. Gift recipients can exchange a mug within 60 days of delivery, and we never contact a recipient unless you ask us to. Browse Mug Gift Sets and Shop by Theme for ideas by person and occasion.
Common problems and what to do
| Problem | First step | Where to read more |
|---|---|---|
| Typo in personalisation | Email us within 24 hours with the full corrected text | Cancel or Change an Order |
| Wrong address entered | Email us right away with the correct address | Shipping & Delivery |
| Tracking not updating | Wait 7 business days, then contact us | Order Tracking |
| Mug arrived broken | Photograph mug, box and label; email within 60 days | Returns & Exchanges |
| Wrong size | Request an exchange within 60 days | Mug Size Guide |
| Refund not visible | Check the refund email, then your bank, then us | Refund Policy |
| Payment declined | Check billing address and card details | Payment Methods |
Order-by guide for gift occasions
Because every order needs an estimated 2–7 business days of preparation and 7–14 business days in transit, we suggest ordering at least the time below before the occasion. Busy seasons add carrier delays, so the suggestions grow around the holidays.
| Occasion | Suggested order time before the date | Why |
|---|---|---|
| Birthdays and anniversaries | At least 4 weeks | Covers the full 8–17 business-day estimate plus weekends |
| Mother’s Day and Father’s Day | At least 5 weeks | Carriers are busier the fortnight before |
| End of the school year (teacher gifts) | At least 4–5 weeks | Last school days vary; aim for the earliest |
| Valentine’s Day | At least 5 weeks | Early February volumes are high |
| Christmas and holiday gift exchanges | At least 6 weeks | Peak season for every carrier, especially cross-border |
These are suggestions, not guarantees. If you are cutting it close, email us before ordering and we will tell you honestly whether the date looks realistic for your country.
Before you contact us
A few details make it possible to solve most questions in a single reply instead of three:
- your order number, which is in the confirmation email and starts with a “#”;
- the email address used at checkout, if you are writing from a different one;
- for damage or print problems: photos of the mug, the inside of the box and the shipping label;
- for personalisation changes: the complete new text exactly as it should be printed;
- for address changes: the full new address, including unit number and ZIP or postal code;
- for size questions: the capacity and height of the mug you use now, or a photo of it next to a ruler.
Please never send card numbers, passwords or bank codes. We will never ask for them.
What happens after you write to us
- Your message arrives in our support inbox and is matched to your order.
- A team member reads it and replies within 1 business day, often sooner.
- If we need anything else, such as a photo, we ask once and clearly.
- When a return, exchange, replacement or refund is approved, we confirm it in writing with the next steps and the timing.
- We keep the conversation in one thread, so you never have to explain the story again.
Still need help?
Email support@mugloft.com, use the Contact Us page or submit a ticket. Include your order number and, for anything damaged or misprinted, a photo. We reply within 1 business day. A full list of pages is on our Sitemap. Mug Loft, 148 S Wisconsin St, Burlington, WI 53105, US.