Contact Us

Last updated: October 31, 2026

The quickest way to reach Mug Mellow is a short email. Every message goes to support@mugmellow.shop, and a person replies within 24 hours on business days. We work by email only, with no phone line and no chat window, because nearly everything we do depends on getting a name, a date or a photo exactly right, and a written thread keeps those details safe. This page tells you what to put in your message so we can answer in one go, which page already holds the answer to common questions, and how to reach us about anything from a misspelt name to a cracked glass can.

1. How to write to us

Open your usual email app and write to support@mugmellow.shop. If you have already ordered, the easiest route is to reply to your order confirmation email: the order number travels with your message automatically, and so does the address you used at checkout. A subject line that says what you need, such as “Name change, order 1042” or “Photo for pet portrait mug”, helps us sort your message to the right place on arrival.

We read messages in the order they arrive, with one exception: change and cancellation requests that are still inside the 24-hour window go to the top of the pile, because time matters for them. That is also why it helps to put the words “change” or “cancel” in the subject.

2. What to include so we can answer in one reply

Most back-and-forth emails happen because one small detail was missing. A good first message usually has:

• Your order number, shown in your confirmation email and in your account if you created one.
• The name and email used at checkout, if you are writing from a different address.
• Which item you mean, especially in orders with several mugs: “the second 15 oz mug, the one for Grandpa Joe”.
• What you would like us to do: change the text, change the address, cancel, start a return, check a delivery.
• Photos if something arrived chipped, cracked or printed differently from your note. A picture of the item and one of the box is ideal.
• For photo designs, the original photo file attached, not a screenshot or a link to a social media post.

Please do not include card numbers, bank details, passwords or one-time codes in any email. We will never ask for them. If someone claiming to be us asks for them, it is not us.

3. Find the right page first

Many questions already have a full answer on our help pages. The table below points each common topic to the page that covers it. If the page does not settle it, write to us and mention which part was unclear; that helps us improve the page for the next person.

4. Writing about a name, date or photo

Personalisation questions are the heart of our inbox, so here is how they usually go.

Before you order

Ask anything: will “Bartholomew” fit on an 11 oz mug in script, should a family list of nine names go on 15 oz, is a photo of a black cat in a dim room bright enough? Attach the photo if your question is about one. We will give you an honest answer, including “this photo will print dark” when that is the truth.

After you order, within 24 hours

Write the corrected text in full rather than describing the change. “Please change the name on mug 2 to Catherine with a C” is clearer than “the second name has a spelling mistake”. We confirm by email once the change is noted. The 24-hour window is counted from the time your order was placed.

After 24 hours

Your mug may already be in production, so changes are no longer guaranteed. Write to us anyway; if we can still help, we will. And if the mug arrives and is not right, the 60-day return window with a free return label still applies to personalised items.

Sending a photo

Reply to your order confirmation email with the photo attached. One email per photo order keeps things tidy; if an order has several photo items, say which photo goes on which mug. Photos are used only for your order and deleted 30 days after delivery.

5. Writing about a problem with a delivered item

If a mug arrives chipped, a handle is cracked, a glass can is broken, or the print is not what you wrote in your note, please email us with:

1. Your order number.
2. A photo of the item showing the problem.
3. A photo of the outer box and packing, if you still have them.
4. Whether you would prefer a replacement or a refund.

We will reply within 24 hours on business days with the next step. Please keep the item and packing until we have replied; sometimes we ask for a second photo. Our Returns & Exchanges Policy sets out how these cases are handled.

6. Team, school and family orders

Ordering a dozen teacher mugs for the end of the year, or matching mugs for a family reunion? You can order directly on the site and list each person’s details in Order notes, in the same order as the items in your cart. For larger orders, an email before you order is a good idea: we can suggest the clearest way to send the list, and tell you what timing to expect. Mention the date you need everything by, the number of items, and the designs you are considering.

7. Business, press and rights enquiries

All enquiries use the same address. To help us route them, start the subject with one of these words:

8. Three example emails that get a fast answer

If you are not sure how to phrase a request, these examples show the level of detail that lets us act straight away. Copy the shape, not the words.

A name change

“Hello, this is order 1042 placed this morning. On the 15 oz family names mug, please change the fourth name from Katherine to Catherine, spelled C-A-T-H-E-R-I-N-E. Everything else stays the same. Thank you.” This works because it names the order, the item, the exact new spelling and confirms nothing else should change.

A gift going to someone else

“Order 1077 is a Christmas mug for my aunt in Ontario. I typed my own address by mistake. The correct delivery address is below, with her name as the recipient. Please confirm you have updated it.” Address changes follow the same 24-hour window as text changes, and once a parcel has shipped, the carrier controls the route. The Shipping & Delivery page explains how gift orders and addresses work.

A damaged arrival

“Order 1103 arrived today. The glass can cup is cracked near the base; photos of the cup and the box are attached. I would like a replacement, please.” With the photos already in the first message, we can usually tell you the next step in our first reply.

9. If you ordered a gift for someone else

Many of our mugs travel straight to the person they are for: a grandmother in Canada, a friend in Australia, a teacher at a school address. If you ordered as a gift, you remain our contact for the order, so the recipient does not need to email us. If the recipient wants to return or exchange the mug, they can ask you to write to us, or write to us themselves with the order number and the name of the person who ordered. We will keep the conversation discreet: we do not share the price paid or the buyer’s other details with the recipient.

10. Our business details

Mug Mellow
8 Willard Drive
Uxbridge, MA 01569
United States

Email: support@mugmellow.shop

This address is for correspondence. Please do not post returns to it unless your return label shows it; every return begins with an email so that we can send you a free label. We do not offer phone support or walk-in visits.

11. Response times and business days

A word on what a reply looks like. You will get a written answer from a person, in plain sentences, that either solves the request or tells you exactly what happens next and when. We do not send automatic “your ticket has been received” emails followed by silence. If your question needs a decision from you, such as choosing between a replacement and a refund, we lay out both options with their timings so you can decide in one reply.

We reply within 24 hours on business days. Business days are Monday to Friday, excluding public holidays in the United States. A message sent on a Friday evening will usually be answered on Monday. If you have not heard back within that time, please check your spam or promotions folder for a reply from support@mugmellow.shop, then write again; occasionally a message with large photo attachments is held up, and a second, smaller email gets through.

When a reply needs work on our side, for example checking a parcel with the carrier, we tell you what we are doing and when to expect the next update, so you are never left wondering.

12. Other ways to get help

Prefer to find the answer yourself? The Help Center groups our guides by topic, the FAQs answer more than twenty common questions, and the Sitemap lists every page on the site. To start a request with a ready-made subject line, use Submit a Ticket. However you reach us, the same person-written reply will follow, usually with the answer in the first email.