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\nMistakes happen most often in the first hour after checkout: a name spelt the way it sounds rather than the way it is written, a 15 oz chosen when you meant 11 oz, last year’s address still saved in the browser. This page explains how to cancel a Mug Mellow order or change it, how long you have, what can and cannot be changed, and what happens to your money. Because every mug is printed for one person, the window is short: 24 hours from the moment you place the order.
\nMost shops can cancel an order up until the parcel leaves the building, because the item on the shelf is the same for everyone. Ours is not. Once your Order notes have been set into the design and the mug has been printed, it carries a name that belongs to one person. Processing takes 1-3 business days, and printing can begin early in that period. Twenty-four hours gives you a real chance to reread your order with fresh eyes while making sure everyone’s mugs leave on time.
\nWe reply within 24 hours on business days. The time that counts for the 24-hour window is the time your email reaches us, not the time we reply, so send your request as soon as you notice.
\nIf you prefer a structured form of email, our Submit a Ticket page has a pre-filled subject for order changes. It reaches the same inbox.
\n| Change | \nPossible within 24 hours? | \nCost | \nWhat to send us | \n
|---|---|---|---|
| Spelling of a name or wording in Order notes | \nYes | \nFree | \nThe corrected text exactly as it should be printed | \n
| Photo for a photo mug, pet portrait or photo tumbler | \nYes | \nFree | \nThe new photo as an attachment | \n
| Size (11 oz to 15 oz, 20 oz to 30 oz) | \nYes | \nPrice difference, up or down | \nThe new size | \n
| Colour of a two-tone mug, travel mug, tumbler or kids cup | \nYes | \nFree | \nThe new colour | \n
| Design (for example name mug to monogram mug) | \nYes | \nPrice difference, up or down | \nThe new design and its personalisation | \n
| Quantity (add or remove mugs) | \nYes | \nPrice of added mugs, or refund of removed mugs | \nWhich items to add or remove | \n
| Shipping address | \nYes, within US, Canada, Australia and New Zealand | \nFree | \nThe full new address | \n
| Cancel the whole order | \nYes | \nFree, full refund | \nThe order number and “please cancel” | \n
If the change increases the price, for example moving a family names mug from 11 oz to 15 oz, we send you a simple way to pay the difference before the order is printed. If it lowers the price, we refund the difference within 7 days of confirming the change.
\nTo add something new, such as a matching kids cup for a sibling, it is often quickest to place a second order. Mention the first order number in the Order notes and we will try to pack both together. Shipping is free on both.
\nWithin 24 hours of ordering, you can cancel any order, in whole or in part, for a full refund. Partial cancellations work item by item: cancel two of the five teacher mugs in a team order and the other three continue as normal.
\nThe refund goes to your original payment method within 7 days of our confirming the cancellation. If you prefer store credit, say so in your email; store credit never expires. The money side is explained in full on our Refund Policy page.
\nAfter 24 hours, your order may already be printed, checked or packed, so we cannot promise to change or cancel it. Write to us anyway. If it has not reached production yet, we will do our best. If it has, you still have every option our Returns & Exchanges Policy gives you: once the mug arrives, you can return it within 60 days of delivery for any reason, with a free return label, and either get your money back or order the corrected version.
\nOnce a parcel has left us, we may not be able to redirect it. Some carriers let the recipient adjust delivery through their own tracking page; check the link in your shipping email. If the parcel comes back to us as undeliverable, we will contact you to arrange a reshipment or a refund.
\nA few habits prevent most change requests:
\nWe print exactly what is in your Order notes and we do not send a proof first, so your reread is the proof. If it helps, read the notes aloud; misspellings are easier to hear than to see.
\nA change made within 24 hours usually does not delay your order, because we have not printed it yet. A change that needs something from you, such as a new photo or a payment for a price difference, starts processing once we receive it. If your order is for a fixed date, mention the date in your email and we will tell you honestly whether the change affects the timing. Delivery estimates are on the Shipping & Delivery page: 1-3 business days of processing and about 7-14 business days in transit.
\nLarger orders deserve a little extra care, because one wrong line affects several people. Here is how changes work when you are ordering for a group.
\nWhen you order the same design for several people, such as eight teacher apple mugs for the end of the school year, list each person’s name and second line in your Order notes in the same order as the mugs appear in your cart. If someone’s name or title changes within 24 hours, send us the full corrected list rather than a single line; it removes any doubt about which mug is which. If a person drops out of the gift, we can cancel just their mug and refund that item.
\nFamily name mugs, grandma mugs and Mama est. mugs often carry five or more names. Before you check out, send the list to one other family member to read. Siblings know the spelling of their own children’s names better than anyone, and a two-minute check saves a reprint. If a correction arrives within the 24-hour window, we update the design before printing.
\nIn the weeks before Christmas, Mother’s Day and the end of the school year, many orders are placed close to a deadline. A change within 24 hours usually keeps your place in the queue, but a cancellation and a fresh order start the clock again. If timing matters, ask for a change rather than cancelling and reordering.
\nWhen your email arrives, we find the order, pause it if it has not been printed yet, make the change to the design or the order details, and send you a confirmation with the updated information. If the change affects the price, the confirmation explains the difference and how it will be paid or refunded. If we cannot make the change because printing has already started, we tell you straight away and explain your options, including a free return within 60 days of delivery. We never make a change we have not confirmed with you in writing, and we never charge you for a change without telling you first.
\nKeep the confirmation email until the parcel arrives. If anything on the delivered mug does not match the confirmed change, it is our error, and we will reprint or refund it.
\nIf you can answer yes to all five, the 24-hour window is just a safety net you will probably never need.
\nEmail support@mugmellow.shop with your order number and we will help. We reply within 24 hours on business days. You can also find quick answers in our FAQs, follow a parcel on the Order Tracking page, or browse every support topic in the Help Center.
\nMug Mellow, 8 Willard Drive, Uxbridge, MA 01569, US.
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