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\nA support ticket is simply an email that arrives in our inbox already labelled with the right topic, so it reaches the right queue and gets a faster, more complete answer. Pick the category below that matches your request; each link opens a new email to support@mugloft.com with the subject line filled in. Add your order number and the details listed for that category, attach any photos, and send. We reply to every ticket within 1 business day.
\nSome answers are faster to find yourself, any time of day:
\nIf none of those help, a ticket is the right next step, and we would much rather hear from you than have you guess.
\nIf email is difficult for you to use, tell us in a short message how you would prefer to receive our replies, for example in plain text without attachments, or as short numbered steps. We will adapt our replies so the ticket is easy for you to follow.
\nOpen a change or cancellation ticket (subject: “Change or cancel order”). Include your order number and exactly what you want: the new address, size, accent colour, design or full personalisation text, or “cancel” with the items to cancel. Changes and cancellations are free within 24 hours of ordering, as long as the order has not shipped, and a ticket counts from the moment you send it. See Cancel or Change an Order.
\nOpen a damage ticket (subject: “Damaged or wrong item”). Attach photos of the mug, the inside of the box and the shipping label, and tell us whether you prefer a replacement or a refund. Claims are accepted within 60 days of delivery and cost you nothing; you usually do not need to send the item back.
\nOpen a return ticket (subject: “Return or exchange”). Tell us which items you are returning and whether you want a refund or an exchange; for an exchange, give the new size, colour or design. Returns are accepted within 60 days of delivery for any reason, and we pay the return postage. See Returns & Exchanges Policy.
\nOpen an order status ticket (subject: “Order status”). Before you do, try the Order Tracking page. Open a ticket if tracking has not changed for 7 business days, if the parcel is 7 business days past its latest estimate, or if it shows delivered but you cannot find it.
\nOpen a refund ticket (subject: “Refund question”). Refunds reach your original payment method within 7 days after approval. If it has been longer, include the date of our refund confirmation email. See Refund Policy.
\nOpen a product ticket (subject: “Product question”). Include the product link and your question. For size advice, add the capacity and height of the mug you use now. The Mug Size Guide may already have the answer.
\nOpen a personalisation ticket (subject: “Personalisation question”). Ask before ordering if you are not sure whether your text will fit, or whether something can be printed. We cannot print logos, team marks, characters or lyrics without permission.
\nOpen a payment ticket (subject: “Payment question”). Describe what happened and when, for example a declined payment or a charge you do not recognise, but never send card details. See Payment Methods.
\nOpen a group order ticket (subject: “Group order”). List the designs, sizes, quantities, any names to print and the delivery addresses, plus your deadline. We confirm timing and send a written summary.
\nOpen a privacy ticket (subject: “Privacy request”). Tell us whether you want a copy of your data, a correction or deletion. Send it from the email address used for your orders. See Privacy Policy.
\nOpen a general ticket (subject: “General question”). Any question that does not fit above, including feedback, ideas for new designs and accessibility problems with the site.
\n| Detail | \nWhy we need it | \nWhere to find it | \n
|---|---|---|
| Order number | \nFinds your order instantly | \nOrder confirmation email, after “Order #” | \n
| Checkout email | \nConfirms the order is yours | \nThe address that received the confirmation | \n
| Photos | \nLets us approve damage and print claims without a return | \nYour phone camera: mug, box interior, shipping label | \n
| Preferred outcome | \nReplacement, exchange or refund, so we can act straight away | \nYour choice | \n
| Deadline | \nLets us prioritise and tell you what is realistic | \nThe date you need the mug, and the destination country | \n
Please keep replies in the same email thread. Starting a new email for the same problem creates a second ticket and can slow things down.
\nEvery ticket is answered within 1 business day. Within that day, we look at time-sensitive requests first, because a few hours can make the difference between a free change and a return.
\n| Priority | \nTicket type | \nWhy it comes first | \n
|---|---|---|
| 1 | \nChange or cancel order (within 24 hours of ordering) | \nThe order must be stopped before printing | \n
| 2 | \nAddress corrections for orders not yet shipped | \nThe parcel must not leave with the wrong address | \n
| 3 | \nDamaged, misprinted or wrong item | \nYou are waiting for a replacement or refund | \n
| 4 | \nLost or stuck parcels | \nA carrier investigation needs to start | \n
| 5 | \nReturns, refunds, product, payment, group and general questions | \nHandled in the order received | \n
“Subject: Return or exchange. Order 1063, checkout email sam@example.com. I would like to exchange the 11 oz botanical mug for the same design in 15 oz, accent colour Navy. The mug is unused and I still have the box.” We reply with a prepaid label, and once the mug is on its way back, the 15 oz ships free.
\n“Subject: Order status. Order 1071 to Toronto. Tracking has shown ‘in transit’ with no change for 8 business days. Can you check?” We open a carrier investigation the same day and update you; if it is not resolved within 5 business days, you choose a replacement or a full refund.
\n“Subject: Group order. 14 teacher thank-you mugs, 11 oz, same design, names listed below, all to one school address in Ohio. Needed by the last day of term, five weeks from today.” We confirm the timing and send a written summary before you order.
\nYou can send a ticket at any time. Tickets sent on weekends or US public holidays are answered by the end of the next business day. Time limits that protect you, such as the 24-hour change window, the 60-day return window and the 7-business-day trigger for lost parcels, are measured from the time you sent your ticket, not the time we read it, so you never lose out because you wrote on a Sunday.
\nWe will never ask for your card number, security code, online banking details or account password, and we ask you not to send them. If a payment needs to be made, for example for an exchange to a more expensive item, we send a secure payment request through our checkout, never a request to email card details. Tickets and photos are used only to resolve your request and are handled according to our Privacy Policy.
\nPhotos and order details you send in a ticket are used only for that ticket and the order it belongs to. They are never published or shared with anyone outside the service providers who help us run the store.
\nSome browsers and work computers do not open an email app when you click an email link. In that case, open your usual email account, start a new message to support@mugloft.com and copy the subject line from the category you need, for example “Return or exchange”. Everything else works exactly the same.
\nBrowse the Help Center for guides, read the FAQs, or visit Contact Us for a table of topics and the right page for each. Mug Loft, 148 S Wisconsin St, Burlington, WI 53105, US.
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