Refund policy
Custom means custom.
Every mug is made just for you, based on a design you build and approve. Because of that, we cannot accept returns or exchanges for buyer's remorse or for a typo that was in the design you approved. You see a full preview of your mug and confirm it before we ever print, so what you approve is what you get.
Changed your mind? Tell us fast.
Because every mug is made to order, we can cancel an order any time **before it enters
production**. Email hello@mugonamug.com as soon as possible and we will cancel and refund you in full if it has not yet been printed. We usually start production the same or next business day, so please do not wait. Once a mug has been printed it cannot be cancelled, because it cannot be sold to anyone else.
If we made a mistake, we own it.
If your mug shows up wrong because of us (wrong photo, our misprint, damaged in shipping, or it does not match the preview you approved), we will make it right. Just email us a photo of the issue within 30 days of delivery and we will remake it or refund it, no runaround.
You keep the mug.
If we got it wrong, we do not ask you to ship anything back. Send us a photo of the problem and keep the original. There are no return shipping costs and no restocking fees, because there is no return to make.
Our quality guarantee.
Every mug is inspected before it leaves our shop. We stand fully behind our work on
arrival. If it arrives damaged, misprinted, or not matching your approved design, we fix
it. This is a guarantee on the quality and condition of your mug when it reaches you.
A note on care and longevity.
Your mug is a printed keepsake, not a mass produced factory item. Like all custom printed drinkware, the design will gradually fade over time with repeated dishwasher cycles, high heat, and harsh detergents. This normal fading from long term dishwasher use is not a defect. To keep your mug looking its best for years, we recommend gentle hand washing with mild soap. If you do use a dishwasher, top rack only.
Package marked delivered but not received.
First, do not worry, this usually resolves. Packages sometimes scan as delivered a day
early, or get left with a neighbor or in a safe spot. Please check around your property and with your household. If it is still missing after 48 hours, contact us and we will open an investigation with the carrier to trace it. We will work with you toward a resolution once that trace is complete. We are not able to issue an automatic refund on a package the carrier has marked delivered until we have looked into it together.
How refunds are issued.
Approved refunds go back to the original payment method used for the order. We issue the refund as soon as we approve it. From there it is in your bank's hands, and card issuers usually take a few business days to post it to your account. We cannot speed that part up, but we will confirm in writing the moment we have issued it.
Questions?
Reach out any time. We are a small team that makes everything in house, and we genuinely want you to be happy with your mug.
Email: hello@mugonamug.com
Phone: (954) 247-1031
Hours: Monday to Friday, 9am to 5pm EST
Address: 1711B N Powerline Rd, Pompano Beach, FL 33069, United States
See also our Shipping Policy and Terms of Service