Privacy Policy

Last updated:

This Privacy Policy explains what personal information Mug Loft collects when you visit mugloft.com, place an order or contact us, why we collect it, who we share it with, how long we keep it and what choices you have. We have tried to write it the way we would explain it across a counter: plainly, without hiding anything in small print. The store is operated by Mug Loft, 148 S Wisconsin St, Burlington, WI 53105, US. For any privacy question or request, email support@mugloft.com.

Privacy in one glance

  • What we collect: what you give us at checkout or in an email, plus basic technical data needed to run the site.
  • Why: to make, ship and support your order, keep the site secure and meet legal duties.
  • Who sees it: only the service providers needed to run the store, such as hosting, payment processing and the carrier delivering your parcel.
  • Selling data: we do not sell or rent your personal information, and we do not share it for cross-context behavioural advertising.
  • Marketing: only with your consent, and you can opt out at any time.
  • Your rights: access, correction, deletion and more; email us and we respond within 30 days.

1. Information you give us

Most of what we hold comes directly from you, and only when you need us to do something:

  • Order details: your name, billing and shipping addresses, email address, phone number if you choose to provide one for the carrier, the products you order and the order total.
  • Personalisation text: names, dates and short messages you type into a personalisation field so we can print them on a mug. Sometimes these are other people’s names, for example the person you are buying a gift for. Please only enter names you have a good reason to use, and avoid sensitive details such as health information.
  • Account details: if you create an account, your login email, a password (stored only in encrypted, hashed form) and your saved addresses and order history.
  • Messages: anything you send to support@mugloft.com or through our Submit a Ticket page, including photos of a damaged mug or a parcel label.
  • Reviews: if a review feature is enabled and you leave a review, the name you choose to display and the text of the review.

We never ask you to send card numbers, passwords or security codes by email, and we ask you not to include them in messages to us.

2. Information collected automatically

When you browse the site, our systems record a limited amount of technical information so pages load, the shopping cart works and the store stays secure:

  • your IP address, browser type, device type and the pages you request, recorded in server and security logs;
  • cookies and similar storage that keep your cart and session working, remember whether you are logged in and protect forms from abuse (see section 6);
  • the referring page, if your browser sends one.

We do not currently use third-party analytics or advertising tracking on mugloft.com. If that changes, we will update this policy before turning anything on and, where the law requires it, ask for your consent first.

3. Payment information

Card and wallet payments are handled by the payment provider shown at checkout. Your full card number is entered on that provider’s secure systems and is not stored by Mug Loft. We receive confirmation that the payment succeeded, the amount, and limited details such as the card type and last four digits so we can match refunds and answer questions. The payment provider processes your payment data under its own privacy policy, which is linked at checkout.

4. How we use your information

Why we use personal information and the basis for it
Purpose Information used Basis
Printing, packing and shipping your order Name, addresses, products, personalisation text Performing our contract with you
Order and shipping emails Email address, order details, tracking number Performing our contract with you
Customer support, returns and refunds Order details, messages, photos you send Performing our contract; legitimate interest in resolving issues
Preventing fraud and keeping the site secure IP address, order details, logs Legitimate interest; legal obligation
Accounting and tax records Order totals, billing address Legal obligation
Marketing emails (only if you opt in) Email address, name Consent, which you can withdraw at any time

We do not use your personal information to make automated decisions that have legal or similarly significant effects on you.

5. Who we share information with

We share personal information only with organisations that help us run the store, and only what each one needs:

  • Hosting and security: the companies that host the website and protect it from attacks and overload, including a content delivery and security network that processes page requests.
  • Payment processing: the payment provider shown at checkout, to take payments and issue refunds.
  • Shipping carriers: the name, address and, where needed for delivery, phone number on your parcel, so the carrier can deliver it and send tracking updates.
  • Production: if a print partner prepares part of an order, only the details needed to print and pack it, such as the design, mug type and personalisation text.
  • Email delivery: the service that sends our order and support emails.
  • Customs authorities: for orders to Canada, Australia and New Zealand, the information printed on customs documents, as required by law.
  • Legal and safety reasons: authorities or advisers when the law requires it, or to protect our customers, our business or others from fraud or harm.

We require our service providers to protect your information and to use it only for the services they provide to us. We do not sell or rent your personal information, and we do not share it with data brokers.

6. Cookies and similar technologies

We use a small number of cookies that are necessary for the shop to work:

  • Cart and session cookies remember what is in your cart and keep your checkout session together while you move between pages.
  • Login cookies keep you signed in to your account after you log in, and expire when you log out or after a period of inactivity.
  • Security cookies set by our security network help tell genuine visitors apart from automated traffic.

Web fonts used on the site may be delivered by a font service, which receives your IP address when your browser requests the font file. Because the cookies we use are needed to provide the service you ask for, they are set without a consent banner. You can block or delete cookies in your browser settings, but the cart and checkout will not work without them.

7. How long we keep information

  • Order records: kept for as long as tax and accounting law requires, generally up to 7 years after the order.
  • Support messages and photos: kept for up to 3 years after the conversation ends, so we can help with follow-up questions.
  • Personalisation text: kept with the order record so we can reprint or check a mug if something goes wrong; we do not reuse it for any other purpose.
  • Accounts: kept until you ask us to delete your account, or after 3 years of inactivity.
  • Server and security logs: kept for a short period, normally no longer than 90 days, unless needed to investigate an incident.

8. Your rights and choices

Depending on where you live, you may have the right to access the personal information we hold about you, correct it, delete it, receive a copy in a portable format, object to or restrict certain uses, and withdraw consent you have given. Residents of US states with consumer privacy laws, Canada (PIPEDA and provincial laws), Australia (Privacy Act 1988) and New Zealand (Privacy Act 2020) have rights under those laws, and we honour them.

To make a request, email support@mugloft.com from the address linked to your orders, tell us what you would like us to do, and we will respond within 30 days. We may ask you to confirm some order details to verify your identity before we act, so we never hand someone else’s information to the wrong person. We will not treat you differently for exercising your rights. If you are not satisfied with our answer, you can contact the privacy regulator in your country.

9. Marketing emails

We only send marketing emails if you have opted in. Every marketing email includes an unsubscribe link, and you can also reply asking us to stop. Order confirmations, shipping notices and replies to your support requests are service messages and are sent whether or not you subscribe to marketing.

10. Security

The site is served over HTTPS, payments are processed by the payment provider rather than stored by us, passwords are stored in hashed form, and access to order information is limited to the people who need it to fulfil and support orders. No system is perfectly secure; if we ever become aware of a breach affecting your personal information, we will notify you and the relevant authorities as the law requires.

11. International transfers

Mug Loft is based in the United States, and our systems and service providers may process information in the United States and other countries. If you order from Canada, Australia or New Zealand, your information is transferred to the United States to fulfil your order. We take reasonable steps to make sure your information remains protected wherever it is processed.

12. Gift orders and other people’s details

When you send a mug to someone else, you give us their name and address, and sometimes their name or a date in the personalisation text. We use those details only to print and deliver that gift and to handle any return or delivery problem. We do not add gift recipients to any mailing list and we never contact them about anything other than their delivery, unless you ask us to.

13. Children

Mug Loft is a shop for adults. We do not knowingly collect personal information from children under 13 (or the minimum age in your country). If you believe a child has given us personal information, contact us and we will delete it. Personalisation text may include a child’s first name when a parent orders a gift; we use that text only to print the mug.

14. Changes to this policy

We will update this page when our practices change, for example if we start using a new service provider category or a newsletter tool. The “Last updated” date at the top shows the latest version. Significant changes will also be highlighted on the site for a reasonable period.

15. Contact

Questions or requests about privacy: support@mugloft.com, or by post to Mug Loft, 148 S Wisconsin St, Burlington, WI 53105, US. Related pages: Terms of Service, Payment Methods, Contact Us and the Help Center.