Because every Mugglys order is made fresh just for you, we have a straightforward policy: if something is wrong with your mug — whether it arrived damaged, has a defect, or wasn't what you expected — we will make it right. No runaround. No hoops to jump through.
Your satisfaction is the whole point.
Policy at a Glance
| Situation | Covered? | Resolution | Timeframe |
|---|---|---|---|
| Damaged on arrival | Yes | Replacement or full refund | Within 30 days |
| Printing defect or error | Yes | Replacement or full refund | Within 30 days |
| Wrong item received | Yes | Replacement or full refund | Within 30 days |
| Item lost in transit | Yes | Replacement or full refund | Within 60 days of order |
| Changed your mind | No | Not covered | — |
| Wrong size ordered | No | Not covered | — |
| Wrong address entered | No | Not covered | — |
| Ordered by mistake | No* | Case by case — contact us fast | Before production starts |
What We Cover
We will always replace or refund your order if the issue is on our end. Here is a full breakdown of what qualifies.
Damaged Items
If your mug arrives cracked, chipped, broken, or physically damaged in any way, we will send you a brand new replacement at no charge — or issue a full refund if you prefer. Whatever the cause, a damaged mug is our problem to fix.
Printing Defects
Every mug goes through a quality check before it ships, but if a printing error slips through — faded ink, misaligned design, smearing, incorrect colors, or missing text — we will replace it immediately or issue a full refund.
Wrong Item Received
If you receive a mug that does not match what you ordered — wrong design, wrong color, wrong size — we take full responsibility. We will send the correct item or issue a full refund.
Lost in Transit
If your tracking shows delivery but the package never arrived, or your tracking has stalled and the order appears lost, contact us. We will investigate with the carrier and arrange a replacement or refund.
- First check around your property, with neighbors, or your building's mailroom.
- If still missing after 3 business days from the marked delivery date, contact us.
- For tracking with no movement for 7+ business days, contact us and we will open a carrier investigation.
What We Don't Cover
Because every order is custom-made specifically for you at the time of purchase, we are unable to accept returns or exchanges for the following reasons:
We cover
- Damaged on arrival
- Printing or production defects
- Wrong item shipped
- Lost in transit
- Significant color variation from listing
We don't cover
- Change of mind
- Wrong size selected at checkout
- Incorrect address entered
- Buyer's remorse
- Gifted to the wrong person
- Minor color variation (screen vs print)
How to Request a Return or Replacement
The process is simple and takes less than 5 minutes.
Use the subject line: “Return Request — Order #[your order number]”. This helps us locate your order immediately.
Your order number is in your original order confirmation email.
A clear photo of the damaged, defective, or incorrect item is required for all return and replacement requests.
Let us know whether you would prefer a replacement mug or a full refund.
Approved replacements enter production within 24 hours. Refunds are processed within 5–10 business days depending on your payment method.
Refunds
When a refund is approved, here is what to expect:
| Payment Method | Refund Timeline | Where It Appears |
|---|---|---|
| Credit / Debit Card | 5–10 business days | Original card used at checkout |
| PayPal | 3–5 business days | PayPal account balance |
| Shop Pay | 5–10 business days | Original payment method |
| Apple Pay / Google Pay | 5–10 business days | Original card on file |
Original Shipping Costs
If your order qualifies for a refund due to damage, defect, or our error, your original shipping cost will also be refunded in full.
Exchanges
Because every Mugglys order is made to order, we do not offer direct exchanges. However, if your order qualifies under this policy, you have two options:
- Replacement: We will produce and ship you an identical replacement mug at no charge.
- Refund: We will issue a full refund so you can place a new order for the design or size you actually wanted.
Order Cancellations
Because production begins quickly after an order is placed, the window to cancel is short.
- Orders can only be cancelled before production begins — typically within 2–4 hours of placing your order.
- Contact us immediately at support@mugglys.com with your order number.
- If production has already started, cancellation is no longer possible.
- Once an order has shipped, it cannot be cancelled.
Frequently Asked Questions
How long do I have to report an issue?
Please contact us within 30 days of delivery for damaged, defective, or incorrect items. For lost packages, contact us within 60 days of your order date.
Do I need to return my mug?
No. Simply send us a photo of the issue and your order number. We never require customers to return damaged or defective mugs.
What if I ordered the wrong size?
Unfortunately, size selection errors are not covered under our returns policy as the mug was made to your specifications. Our mugs come in 11oz and 15oz — the 15oz is the larger option and popular with coffee drinkers.
What if I am unhappy with the design quality?
If your mug has a genuine printing defect — faded ink, misalignment, smearing — that is covered and we will replace it. If the mug was printed correctly but you simply do not love the design, that falls outside our policy as the product was made as ordered.
Can I get a refund if I just changed my mind?
Because every mug is custom-produced specifically for your order, we are unable to offer refunds for change of mind. If you have a concern about a design before ordering, please reach out — we are happy to help you make the right choice.
How do I know if my refund has been processed?
You will receive an email confirmation once your refund has been approved and processed. After that, allow 5–10 business days depending on your bank. If you have not received confirmation after 3 business days, please follow up at support@mugglys.com.
Can I cancel after my order has shipped?
No — once an order has shipped it cannot be cancelled or recalled. If there is an issue with the order after it arrives, contact us and we will assess whether it qualifies for a replacement or refund.