Shipping & Delivery
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This page explains how Mug Loft gets a printed mug from our order queue to your kitchen counter: how long each stage takes, what delivery costs, where we ship, how to follow your parcel and what we do when a box goes missing or arrives in pieces. It applies to every order placed on mugloft.com. If something here does not answer your question, write to support@mugloft.com and we will reply within 1 business day.
Shipping in one glance
- Preparation: an estimated 2–7 business days to print, check and pack your order.
- Transit: 7–14 business days with the carrier, to every country we serve.
- Total estimate: an estimated 9–21 business days from order to doorstep.
- Cost: free shipping on every order to the United States, Canada, Australia and New Zealand, with no minimum spend and no code to remember.
- Ships from: the USA, with tracking on every parcel.
- If it goes wrong: lost, stuck or broken parcels are replaced or refunded in full.
1. How long it takes before your mug leaves us
Every order goes through the same short routine before it is handed to a carrier. We confirm the payment, prepare the print for the exact mug you chose, print it, let it cure, check the result against your order (including any name or date you typed into a personalisation field), and pack it with protection around the handle and rim, which are the parts most likely to chip in transit. That routine takes an estimated 2–7 business days.
Business days are Monday to Friday, excluding US public holidays. An order placed on Saturday morning begins its an estimated 2–7 business days on Monday. Very large orders (for example twenty matching mugs for an office or a wedding table) can need extra time; if that happens we email you before the order is due to ship, with a new date, and you can cancel for a full refund if the new date does not work for you.
You receive an order confirmation email as soon as the order is placed, and a second email with a tracking number when the parcel is handed over. If the first email does not arrive within an hour, check your spam or promotions folder, then contact us so we can confirm the address we have on file.
2. Shipping cost and delivery times by country
We keep shipping simple: one free method per country, shown at checkout before you pay. The estimated delivery time is the preparation time plus the carrier’s transit time.
| Destination | Method | Cost | Preparation | Transit | Estimated total |
|---|---|---|---|---|---|
| United States | Free tracked shipping | $0 | an estimated 2–7 business days | 7–14 business days | an estimated 9–21 business days |
| Canada | Free tracked shipping | $0 | an estimated 2–7 business days | 7–14 business days | an estimated 9–21 business days |
| Australia | Free tracked shipping | $0 | an estimated 2–7 business days | 7–14 business days | an estimated 9–21 business days |
| New Zealand | Free tracked shipping | $0 | an estimated 2–7 business days | 7–14 business days | an estimated 9–21 business days |
Free shipping applies to every order to these four countries. There is no minimum order value, no coupon and no “add one more mug to qualify” moment at checkout. All prices on the site are in US dollars (USD).
Delivery times are carrier estimates, not guaranteed dates. Weather, public holidays and the busy weeks before Christmas, Mother’s Day and Valentine’s Day can slow carriers down. If your parcel is later than the estimate by a meaningful margin, section 7 explains exactly what we do.
3. Ordering for a birthday, holiday or other date
Mugs are often gifts, so dates matter. Count backwards from the day you need the mug in hand: up to 3 business days of preparation plus up to 14 business days in transit means ordering at least 17 business days ahead, which is a little over three calendar weeks. For Christmas, Mother’s Day and the end of the school year, we suggest adding another week because carriers handle far more parcels than usual.
A practical example: you want a 15 oz mug for a dad who drinks two coffees before work, and Father’s Day is on a Sunday four weeks away. Ordering today leaves comfortable room. Ordering ten days before is a gamble we would rather tell you about honestly than promise away.
If your date is close, email us before ordering and tell us the date and destination. We will tell you plainly whether the standard timeline is likely to make it. We do not currently offer paid express shipping, so we would rather you know before you buy.
4. Where we ship
We ship to the United States, Canada, Australia and New Zealand. Orders ship from the USA. Checkout will only offer a shipping method for an address in one of those four countries; if your address is somewhere else, checkout will not let you complete the order. Contact us if you want to know whether we plan to add your country.
We deliver to home and business addresses. Some carrier routes can deliver to P.O. boxes and to APO, FPO and DPO military addresses, but not all of them, so if you need one of those, email us before ordering and we will check the route for your address. For apartments and shared buildings, include your unit number and any building name, because missing unit numbers are the single most common reason a mug parcel ends up back with us.
5. Tracking your parcel
Every Mug Loft order ships with tracking. When your parcel leaves us, you receive an email with the tracking number and a link to the carrier’s tracking page. The first scan can take 24–48 hours to appear, because labels are created before the carrier physically scans the box. Cross-border parcels to Canada, Australia and New Zealand may show a gap in updates while they move between carriers or through customs; a pause of a few days on an international route is normal.
You can also check the status at any time on our Order Tracking page using your order number and the email address you used at checkout. If you created an account, your order history is in My Account.
6. Getting the address right, and changing it
Please check the recipient name, street address, unit or apartment number, city, state or province, and ZIP or postal code before you pay. If you are sending a mug straight to someone else as a gift, enter their address as the shipping address and your own email, so you receive the tracking updates and the surprise stays intact.
Spotted a mistake? Email us straight away. We can change the address free of charge within 24 hours of the order being placed, as long as it has not shipped yet; our Cancel or Change an Order page explains the process. Once the parcel is with the carrier, we can ask for a redirect, but carriers do not always accept them.
If a parcel comes back to us because the address was incomplete or undeliverable, we contact you and reship it as soon as you confirm the correct address. If the mistake was ours, the reshipment is free; if the address entered at checkout was incorrect, we will tell you any cost before reshipping, and you can choose a refund instead.
7. Late, lost or stuck parcels
If your tracking has not changed 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; you do not need to call them yourself. If the carrier confirms the parcel is lost, or the investigation is not resolved within 5 business days, we send a free replacement or give you a full refund, whichever you prefer. Refunds reach your original payment method within 7 days of approval, as described in our Refund Policy.
If tracking says “delivered” but there is no box, check around the door, with neighbours, building reception or the mail room, and with your local post office, since carriers sometimes scan a parcel a day before it actually arrives. If it still has not turned up, contact us within 60 days of the delivery date and we will help with the carrier claim and make it right.
8. When a mug arrives broken
Ceramic is sturdy on a shelf and fragile in a sorting machine. We pack every mug individually with padding around the handle and rim, but if a mug arrives cracked, chipped or shattered, we want to know. Take a photo of the damaged mug, the inside of the box and the shipping label, and send them to support@mugloft.com within 60 days of delivery. We send a replacement or a full refund at no cost to you, and in most cases you do not need to send the broken pieces back; please dispose of them safely.
For sets, we only replace the affected mug. If one mug in a set of four arrives with a hairline crack, we send that one mug again rather than asking you to return the whole set. Our Returns & Exchanges Policy covers damage claims in more detail.
9. Sending mugs to several people
Each order ships to one address. If you are sending a teacher thank-you mug to one house and a birthday mug to another, place a separate order for each address; shipping stays free on every one of them, so splitting the orders costs you nothing extra. Use a clear recipient name on each order so the carrier and the building staff know exactly who the box is for.
10. Split shipments
Items in one order normally travel together in one box. Occasionally, for example when a gift set and a personalised mug are prepared on different days, we ship them separately so the first item is not held back. You never pay for a split shipment, and each parcel gets its own tracking number.
11. Customs, duties and taxes
Orders to the United States are domestic shipments and do not attract import duties. Any sales tax that applies to your order is calculated and shown at checkout before you pay.
Orders to Canada, Australia and New Zealand are international shipments from the USA. The destination country may charge import duties, taxes such as GST or HST, or customs handling fees, depending on the order value and local rules. These charges are not included in our prices and are paid by the recipient when the parcel is delivered or before it is released. If you are sending a gift abroad, it is worth letting the recipient know. If a parcel is refused because of import charges and it comes back to us, we refund the price of the items once it arrives.
12. Shipping questions
Our support team handles delivery questions every business day. Email support@mugloft.com, browse the Help Center or submit a ticket, and include your order number so we can find your parcel quickly. For questions about returns after delivery, see our Returns & Exchanges Policy; for anything about money coming back to you, see the Refund Policy.
Mug Loft, 148 S Wisconsin St, Burlington, WI 53105, US.