Terms of Service

Last updated:

These Terms of Service are the agreement between you and Mug Loft when you use mugloft.com or buy from us. They cover how orders are formed, prices, personalisation, delivery, returns, refunds, acceptable use of the site and what happens if something goes wrong. Please read them before you order. If anything is unclear, ask us at support@mugloft.com before you buy; we would much rather answer a question than have you surprised later.

The key terms in one glance

  • Seller: Mug Loft, 148 S Wisconsin St, Burlington, WI 53105, US.
  • Where we sell: the United States, Canada, Australia and New Zealand; prices in USD.
  • Shipping: free; preparation an estimated 2–7 business days, transit 7–14 business days.
  • Changes and cancellations: free within 24 hours of ordering, before shipping.
  • Returns: a 60-day return window from delivery, for any reason, with return postage paid by us.
  • Refunds: reach your original payment method within 7 days after approval.
  • Governing law: the State of Wisconsin, USA, without removing consumer rights you have where you live.

1. Who we are and how these terms apply

mugloft.com is operated by Mug Loft, 148 S Wisconsin St, Burlington, WI 53105, US (“Mug Loft”, “we”, “us”). These terms apply to every visit to the site and every order placed on it. By placing an order you confirm that you have read and accept these terms and the policies they refer to: our Shipping & Delivery page, Returns & Exchanges Policy, Refund Policy, Cancel or Change an Order page and Privacy Policy. If a policy page and these terms ever conflict, the version that is more favourable to you applies.

Nothing in these terms limits rights you have under the consumer protection laws of the place where you live. Where those laws give you more protection, they apply.

2. Eligibility and accounts

You must be at least 18 years old, or the age of majority where you live, to place an order, or have the involvement of a parent or guardian. You can check out as a guest or create an account. If you create an account, keep your password private and let us know straight away if you think someone else has used it. You are responsible for activity on your account that results from not keeping your login details secure.

3. Products and descriptions

We sell printed mugs: ceramic mugs in 11 oz and 15 oz sizes, color-changing mugs, enamel camp mugs, latte mugs, gift sets and personalised mugs. Each product page describes the mug type, capacity, print layout and care notes for that item. We work hard to show products accurately, but colours can look slightly different on different screens, and printed colours on a glossy curved surface can vary a little from one mug to the next. Product photos may show a mug with props for scale and mood; only the items listed in the description are included.

Follow the care notes on the product page. In particular, color-changing mugs and enamel camp mugs are usually not suitable for microwaves, and enamel mugs can become hot to the touch with boiling liquids. Mugs are for food and drink at normal household temperatures; please do not use them on a stove or open flame unless the product page specifically says the mug is designed for that.

4. Personalisation

For personalised products, you are responsible for the text you enter. We print it exactly as typed, including spelling, capital letters and punctuation. Please check it carefully; you can change it free of charge within 24 hours of ordering.

By submitting personalisation text, you confirm that you have the right to use it and that it does not infringe anyone else’s rights, such as a trademark, a sports team name or logo, a character, a song lyric or artwork created by someone else. We may refuse to print text that is unlawful, hateful, harassing, sexually explicit, or that appears to infringe the rights of others, as explained in our Intellectual Property Policy. If we refuse, we tell you and refund the affected item in full.

5. Prices and payment

All prices are shown in US dollars (USD). Shipping to the United States, Canada, Australia and New Zealand is free. Any applicable sales tax is calculated and shown at checkout before you pay. Import duties and taxes charged by Canada, Australia or New Zealand are not included in our prices and are paid by the recipient, as explained on the Shipping & Delivery page.

Payment is taken at checkout using the methods shown there, which are described on our Payment Methods page. If a price on the site is obviously wrong because of a technical or typing error (for example a mug listed at $0.15 instead of $15), we are not obliged to sell at that price; we will contact you and offer to complete the order at the correct price or cancel it with a full refund.

6. How a contract is formed

When you place an order, you receive an email acknowledging it. A contract is formed when we accept your order, which happens when we confirm it and take payment. We may decline or cancel an order before it ships, for example if a product is unavailable, the delivery address is outside our shipping countries, the personalisation cannot be printed, or a payment looks fraudulent. If we do, we tell you why and refund any payment in full within 7 days.

7. Shipping and risk

We aim to prepare each order within an estimated 2–7 business days and the carrier then takes 7–14 business days to deliver it. These are estimates, not guaranteed delivery dates. Risk of loss passes to you when the parcel is delivered to the address you gave us. If a parcel is lost or damaged before delivery, we replace it or refund it in full as described on the Shipping & Delivery page.

8. Changes, cancellations, returns and refunds

You can cancel or change an order free of charge within 24 hours of placing it, as long as it has not shipped. After that, you can return any item within 60 days of delivery for any reason. We pay return postage on every return. Refunds reach your original payment method within 7 days after the return is received and approved, a damage claim is accepted, or a cancellation is confirmed. Damaged, defective, misprinted and wrong items are replaced or refunded at no cost when reported within 60 days of delivery. The full process is in our Returns & Exchanges and Refund policies.

9. Acceptable use of the site

You agree not to misuse mugloft.com. That means you will not attempt to gain unauthorised access to the site, its servers or other customers’ accounts; interfere with its operation, for example with automated scraping that overloads it or attempts to bypass security measures; upload or submit anything containing malicious code; use the site to send spam; or use the site for any unlawful purpose. We may suspend access for anyone who breaks these rules.

10. Intellectual property

The Mug Loft name, logo, the design of the site, the text on it and the artwork we create for our mugs belong to Mug Loft or are used with permission. You may view and print pages for your personal use, for example to keep a copy of a policy, but you may not copy, republish or sell our content or designs without written permission. Buying a mug gives you ownership of that physical mug, not the right to reproduce its design.

11. Reviews and content you send us

If you send us photos, reviews or comments, you confirm they are your own and truthful, and you give us a non-exclusive, royalty-free licence to display them on the site in connection with the product. We will not publish a photo you send us in a support request without asking you first. We may remove content that is unlawful, offensive or unrelated to the product.

12. Our responsibility to you

We are responsible for supplying products that match their description, are of satisfactory quality and are fit for the purpose described on the product page. If we fail to do so, we will repair the problem by replacing the item or refunding it, as set out in these terms and our policies, and you may have further rights under the law where you live.

To the extent permitted by law, we are not responsible for losses that were not foreseeable when the contract was made, for business losses (our products are sold for personal and household use), or for problems caused by using a product against its care notes, for example microwaving a color-changing or enamel mug. Our total liability for any order is limited to the amount you paid for that order, except where the law does not allow such a limit, including for death or personal injury caused by negligence, or for fraud.

13. Events outside our control

We are not responsible for delays caused by events outside our reasonable control, such as severe weather, carrier strikes, natural disasters, power or internet failures or government actions. If such an event affects your order, we will let you know and, if the delay becomes long, offer a cancellation with a full refund.

14. Governing law and disputes

These terms are governed by the laws of the State of Wisconsin, USA. If a dispute arises, please contact us first at support@mugloft.com; most problems can be solved quickly by email. If we cannot resolve it, the courts of the State of Wisconsin will have jurisdiction, but if you live in another US state, Canada, Australia or New Zealand, you keep the protection of the mandatory consumer laws of the place where you live, and you may bring a claim in your local courts where those laws allow it.

15. Changes to these terms

We may update these terms from time to time, for example when we add a new product type or change a service provider. The version that applies to your order is the one shown on the site when you placed it. The “Last updated” date at the top of this page shows the current version.

16. Severability and entire agreement

If any part of these terms is found to be invalid or unenforceable, the rest remains in effect. These terms, together with the policies linked above, are the entire agreement between you and Mug Loft about your use of the site and your purchases. If we do not enforce a term immediately, that does not mean we have given up the right to enforce it later.

17. Contact

Mug Loft, 148 S Wisconsin St, Burlington, WI 53105, US. Email support@mugloft.com. We reply within 1 business day. You can also visit the Help Center or Contact Us page.