To track your order please enter your Order ID in the box below and press the "Track" button. This was given to you on your receipt and in the confirmation email you should have received.
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\nUse the form above to check the status of your Mug Loft order. Enter your order number and the email address you used at checkout, then press “Track”. The page shows where your order is in our process and, once it has shipped, the tracking details from the carrier. Below the form you will find how to find your order number, what every status means, how long each stage normally takes and what to do if a parcel seems late or lost. If anything looks wrong, email support@mugloft.com with your order number; we reply within 1 business day.
\nYour order number is in the subject line and at the top of the order confirmation email we send the moment you place an order. It is a number shown after “Order #”. If you have an account, it is also listed under Orders in My Account.
\nWhen your parcel leaves us, a second email arrives with the carrier’s tracking number and a link to the carrier’s tracking page. That email is the quickest route to detailed scan-by-scan updates. If you cannot find either email, search your inbox for “Mug Loft”, then check spam, junk and promotions folders. Still nothing? Contact us with your name, the delivery address and roughly when you ordered, and we will look it up.
\nTracking emails go to the email address entered at checkout, which is normally yours as the buyer. The recipient does not receive tracking emails unless their email was used at checkout. If you would like to share the tracking link with them, simply forward the shipping email.
\n| Status | \nWhat it means | \nWhat you should do | \n
|---|---|---|
| Pending payment | \nThe order was created but payment has not been confirmed. | \nIf you paid, wait a few minutes and refresh. If it stays pending, contact us before paying again so you are not charged twice. | \n
| On hold | \nWe need to confirm something before preparing the order, such as a payment check or a personalisation question. | \nLook for an email from us and reply to it; the order continues as soon as we hear back. | \n
| Processing | \nPayment is confirmed and your mug is being printed, checked and packed. This takes an estimated 2–7 business days. | \nNothing, unless you need a change: changes are free within 24 hours of ordering. | \n
| Shipped / Completed | \nThe parcel has been handed to the carrier and the tracking email has been sent. | \nUse the tracking link. The first scan can take 24–48 hours to appear. | \n
| In transit | \nThe carrier is moving the parcel, possibly across a border. Transit takes 7–14 business days. | \nCheck the tracking link every few days. Short pauses are normal on international routes. | \n
| Out for delivery | \nThe parcel is with the local driver and should arrive that day. | \nMake sure someone can receive it, or check the carrier’s delivery options. | \n
| Delivered | \nThe carrier reports the parcel as delivered. | \nUnpack and check your mugs. Report any damage with photos within 60 days. | \n
| Delivery exception | \nThe carrier hit a problem: address issue, failed delivery attempt, customs hold or weather. | \nRead the carrier’s note, follow its instructions, and contact us if you need help. | \n
| Cancelled | \nThe order was cancelled by you or by us. | \nYour refund reaches your payment method within 7 days of the cancellation being confirmed. | \n
| Refunded | \nAll or part of the order has been refunded. | \nCheck the refund email for the amount; allow up to 7 days for it to show on your statement. | \n
Preparation takes an estimated 2–7 business days after payment. Transit takes 7–14 business days to the United States, Canada, Australia and New Zealand. Business days are Monday to Friday, excluding public holidays, so an order placed on a Friday evening starts preparation on Monday. All in all, expect your mugs within an estimated 9–21 business days. Our Shipping & Delivery page has the full table by country.
\nTracking that does not move for a day or two is rarely a problem. If there has been no update for 7 business days, or your parcel has not arrived 7 business days after the latest estimated delivery date, contact us with your order number. We open an investigation with the carrier for you. If the carrier confirms the parcel is lost, or the investigation is not resolved within 5 business days, we send a free replacement or a full refund, whichever you prefer. Refunds reach your original payment method within 7 days of approval; see our Refund Policy.
\nCheck around your door, mailbox, porch and any safe place you have told the carrier about. Ask neighbours, building reception or the mail room, and check whether someone else in the household brought it in. Carriers sometimes scan a parcel as delivered a few hours before it actually arrives, so wait until the end of the day. If it still has not appeared, contact us within 60 days of the delivery date and we will help with the carrier claim and make it right.
\nIf a parcel cannot be delivered, for example because of an incomplete address or an unclaimed pickup, the carrier sends it back to us. We email you when it arrives and reship once you confirm the correct address; reshipping is free if the error was ours.
\nCeramic and enamel can be damaged in transit even with careful packing. Take photos of the mug, the inside of the box and the shipping label, and email them within 60 days of delivery. We replace the mug or refund it in full, and usually you do not need to return the broken one. Our Returns & Exchanges Policy explains damage claims.
\nWithin 24 hours of ordering, and before shipping, we can change the address free of charge; see Cancel or Change an Order. Once the parcel is with the carrier, we can ask for a redirect, but not every carrier accepts redirects, so please email us as soon as you notice the problem.
\nOccasionally an order is split into two parcels, for example when a gift set and a personalised mug are ready on different days. Each parcel has its own tracking number, and the shipping emails say which items are in which parcel. Split shipments never cost you extra.
\n| Destination | \nTypical tracking pattern | \nGood to know | \n
|---|---|---|
| United States | \nRegular scans from pickup to delivery within one carrier network | \nGaps of more than 3 business days are unusual; contact us after 7 | \n
| Canada | \nScans in the US, a pause at the border, then scans from the Canadian delivery carrier | \nImport taxes, if charged, are requested before or at delivery | \n
| Australia | \nScans in the US, a longer pause while the parcel flies and clears customs, then local scans | \nThe pause in the middle can last several days and is normal | \n
| New Zealand | \nSimilar to Australia, with a pause during the international leg | \nRural addresses can add a day or two at the end | \n
Carriers slow down during severe weather, around public holidays in the sending and receiving country, and in the weeks before Christmas, Mother’s Day and Valentine’s Day. During those periods a parcel can sit at a hub for a few days without a scan. Our 7-business-day rule for contacting us still applies; we simply ask for patience during the busiest weeks, and we will tell you on the site if a known delay affects many orders.
\nThe order tracking form only shows order details when the order number and the email address match, so nobody can look up your order with the number alone. Tracking links from carriers show delivery progress and the town or city, not your full address. We share your address with the carrier only for delivery. More detail is in our Privacy Policy.
\nThe most common reasons are a typo in the email address, using a different email from the one used at checkout, or including extra characters such as the “#” sign or spaces in the order number. Enter the number only, and use the exact email from your confirmation.
\nWe cannot choose a delivery date, but many carriers let you rebook delivery or choose a pickup point through their tracking page once the parcel is in your country.
\nProcessing covers printing, checking and packing, which takes an estimated 2–7 business days. If your order is still processing after 3 business days, it may be part of a large order or waiting for a reply from you; contact us and we will check.
\nYes. The form at the top of this page works for guest orders and account orders alike; all you need is the order number and the checkout email. Account holders can also open the order from My Account, where the tracking details appear once the order has shipped.
\nMany carriers send their own delivery notifications if you sign up on their tracking page. Our emails cover the order confirmation and the shipping notice with the tracking link.
\nEmail support@mugloft.com or submit a ticket with your order number. You can also browse the Help Center and the FAQs. Mug Loft, 148 S Wisconsin St, Burlington, WI 53105, US.
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