FAQs

Choose your mug and options on the product page and add it to your cart. At checkout you will see a box called Order notes. Type the name, date or short line there exactly as you want it printed, including capitals, spacing and punctuation. We print what you write. If your order contains several personalised items, list the text for each one in the same order as the items in your cart, for example “Mug 1: Nana. Mug 2: Grandpa Joe.”

Place your order first. You will receive an order confirmation email; reply to it with your photo attached. Please send the original file from your phone or camera rather than a screenshot or a social media link, because screenshots lose detail. If the order has more than one photo item, tell us which photo belongs on which item. We start processing photo orders once the photo arrives. More tips are on our Help Center.

No. We do not send proofs or mockups. Your Order notes are the final instruction, which keeps orders moving and avoids waiting for approvals. That is why we ask you to read your note twice before placing the order. If you notice a mistake afterwards, you have 24 hours from ordering to change it, as explained on Cancel or Change an Order.

A bright, sharp photo taken in daylight works best. For people, faces should be clearly lit and not too small in the frame. For pets, eye level, good light and the whole head in frame give the nicest portrait. Very dark or blurry pictures print dark or blurry too. If you are unsure, email the photo to support@mugmellow.shop before ordering and we will tell you honestly how it will look.

It depends on the design. Script names read best up to about twelve letters. Family list designs hold up to eight names, and the grandparent hearts design up to ten. Longer lists fit better on the 15 oz mug, which gives the print more room. The product description notes any limit, and you can always ask us before ordering.

Accented letters such as é, ñ or ü are fine; type them in your note as you want them. Emoji are not printed, because they display differently on every device. If you want a heart or a small symbol, describe it in words in your note and we will tell you if the design can include it.

We only print designs from our shop together with your own names, dates and photos. We cannot print brand logos, sports team crests, licensed characters or artwork you do not own the rights to. Our Intellectual Property Policy explains why.

An 11 oz mug holds about 325 ml filled to the brim; it is the classic coffee or tea mug. A 15 oz mug holds about 444 ml and gives long names and lists more space. On most designs the 15 oz option costs $3 more. Our Size Guide compares every capacity in the shop.

We recommend hand washing everything we sell, because it keeps prints and finishes fresh for longer. Stainless steel travel mugs, tumblers and kids cups must never go in the microwave. Heat-reveal mugs are hand wash only and not for the microwave. Each product page has care notes for that item.

A two-tone mug is white on the outside, where the design is printed, with a coloured handle and a coloured inside. You choose the colour on the product page. Colours on screens can look slightly different from glaze in daylight; if the shade is not what you expected, you can return the mug within 60 days.

It starts matte black. When you pour in a hot drink, the coating clears and shows your photo; as the drink cools, it turns dark again. It holds 11 oz, about 325 ml, and is hand wash only.

For small children, the 12 oz straw cup with a snap-on lid is the easiest to hold. Older children often prefer the 20 oz handle tumbler or the 16 oz push-button bottle for a school bag. The 8 oz ceramic cocoa mug is for supervised use at home. See the Kids Cups shelf.

Our travel mugs, tumblers and most kids cups are double-wall stainless steel, which helps keep the outside comfortable to hold and slows down how quickly a drink warms or cools. We do not quote an exact number of hours, because it depends on the drink, the lid position and the room. Lids reduce spills but are not sealed for carrying on their side, so keep them upright in a bag.

The 20 oz skinny tumbler and the slim 16 oz commuter mug are shaped for cup holders, and the 40 oz handle tumbler has a tapered base that slides into many of them. Cup holders vary a lot between cars, so if fit matters, measure the opening of your holder and email us before ordering.

We do not offer gift wrap at the moment. Each item travels in protective shipping packaging, ready for your own paper and ribbon. If you ship straight to the recipient, the parcel arrives as a plain delivery.

Yes, within 24 hours of placing it. Email support@mugmellow.shop with your order number and the change, written out in full. Cancellations within the window are refunded in full. After 24 hours your mug may already be in production; write to us anyway and we will tell you what is still possible. Details are on Cancel or Change an Order.

Yes. Add each mug to your cart, then list each name or text in your Order notes in the same order as the items in your cart. For larger team or school orders, emailing us before you order helps us suggest the clearest way to send the list.

No. You can check out as a guest. An account simply lets you see your past orders in one place.

We ship to the United States, Canada, Australia and New Zealand. Shipping is free to all four countries, with no minimum order. Orders ship from the USA. We do not ship to other countries at the moment. See Shipping & Delivery.

Processing takes 1-3 business days, then transit takes about 7-14 business days to the US, Canada, Australia and New Zealand. Photo orders begin processing once your photo arrives. Transit times are estimates, and carriers are slower in busy seasons, so order early for a fixed date.

When your order ships, you receive an email with tracking information. You can also use the Order Tracking page with your order number and email address.

Duties and taxes depend on the rules of the destination country and the value of the parcel. If you would like guidance for your order before you buy, email us and we will help.

Yes. Enter their name and address as the shipping address at checkout. You remain our contact for the order.

Email us within 24 hours of ordering with your order number and the missing text, written out in full and with the item it belongs to. If you only notice later, write to us anyway; if the mug has not gone into production yet, we will still add it.

First check the tracking from the Order Tracking page; parcels often pause for a few days when they cross a border or pass between carriers. If tracking has not moved for several business days, or the estimated window has passed, email us with your order number and we will look into it with you and help put things right.

Yes. Personalised items can be returned within 60 days, for any reason, like everything else we sell. Email us to start a return and we send a free return label, even if you simply changed your mind. Read the Returns & Exchanges Policy.

Email support@mugmellow.shop with your order number, a photo of the item and a photo of the box. Tell us whether you prefer a replacement or a refund. Please keep the item and packing until we reply.

Within 7 days of your return reaching us, to your original payment method, or as store credit if you prefer. Store credit never expires and there is no restocking fee. See the Refund Policy.

Yes. Return the original with the free label within 60 days and place a new order for the version you want, or ask for store credit and use it on the new mug.

The payment options available for your order are shown at checkout. Prices are in US dollars. Our Payment Methods page explains how checkout works.

The store does not collect sales tax at checkout. Prices shown are the prices you pay, and shipping is free to our four countries.

They are used only to make and ship your order. Customer photos are deleted 30 days after delivery. We never sell personal data. See the Privacy Policy.

Within 24 hours on business days. Support is by email only, at support@mugmellow.shop. You can also use Contact Us or Submit a Ticket.