Help Center

Last updated: October 31, 2026

Welcome to the Mug Mellow Help Center. Think of it as the shelf where all our guides live. Each section below covers one part of buying from us, from typing a name into your order notes to getting a refund, with a short summary and links to the full page. Every support page on the site can be reached from here. If you would rather ask a person, email support@mugmellow.shop; we reply within 24 hours on business days.

1. Personalising: names, dates and photos

Every product in the shop is personalised in the same simple way, without upload tools or editors. You choose the design and its options on the product page, then type your text in the Order notes box at checkout. For designs that use a photo, you reply to your order confirmation email with the picture attached. We print exactly what you send, and we do not send proofs, so the note is your final say.

Writing a good order note

• Write each name exactly as it should appear: “McKenzie”, not “Mckenzie”, if the capital K matters.
• For dates, write the format you want: “14.02.2021”, “February 14, 2021” or “est. 2021”.
• For several mugs, number them in cart order: “Mug 1: Ms Rivera, Grade 3. Mug 2: Mr Chen, Science.”
• If a design has a second line, such as a job title or a grade, include it clearly after the name.
• Read the note one more time before you place the order. A second reader helps too.

Choosing and sending a photo

Bright, sharp, daylight photos print best. For a pet portrait, eye level and the whole head in frame make the cut-out look natural. Send the original image file rather than a screenshot. If you are unsure whether a photo will work, email it to us before ordering and we will say honestly how it will print. Photos are used only for your order and deleted 30 days after delivery.

Related pages: FAQs, Cancel or Change an Order, Privacy Policy.

2. Choosing the right mug, tumbler or cup

Our sizes are capacities. An 11 oz ceramic mug holds about 325 ml; a 15 oz mug holds about 444 ml and gives long names more room. Travel mugs come in 14, 15 and 16 oz, tumblers in 20, 30 and 40 oz, and kids cups from a small 8 oz cocoa mug up to a 20 oz handle tumbler. The Size Guide lists every capacity with millilitre conversions and suggests which size suits which kind of drinker.

Care in one paragraph

Hand washing is recommended for everything we sell. Stainless steel items never go in the microwave. Heat-reveal mugs are hand wash only. Glass prefers gentle temperature changes. Lids on travel mugs and tumblers reduce spills but are not built to be carried on their side.

3. Orders, changes and cancellations

You can check out as a guest or with an account. Right after ordering you receive a confirmation email with your order number; keep it, because it is the quickest way to reach us about that order. If something needs to change, such as a name, a date, a size, a colour or the delivery address, email us within 24 hours of placing the order. The same window applies to cancellations, which are refunded in full. After 24 hours your mug may already be in production; we will still help where we can.

Full details: Cancel or Change an Order.

4. Shipping and delivery

We ship free to the United States, Canada, Australia and New Zealand, with no minimum order, and every parcel ships from the USA. Orders are processed in 1-3 business days; photo orders start when your photo arrives. Transit is estimated at 7-14 business days to all four countries. You receive tracking by email when your parcel ships, and you can check it on the Order Tracking page.

Import duties and taxes for Canada, Australia and New Zealand depend on the destination country’s rules. If you would like to know more before ordering, write to us. To send a gift straight to someone, simply enter their name and address at checkout.

Full details: Shipping & Delivery.

5. Returns and exchanges

Everything we sell can be returned within 60 days, for any reason, personalised mugs included. Start by emailing us with your order number; we send a free return label, including for change-of-mind returns. To exchange for a different size or colour, return the original and order the version you want, or take store credit and use it on the new item.

If something arrives chipped, cracked, broken or printed differently from your note, email us with your order number and photos of the item and the box. We will help with a replacement or a refund.

Full details: Returns & Exchanges Policy.

6. Refunds and store credit

Refunds are issued within 7 days of your return reaching us, to your original payment method, or as store credit if you prefer. Store credit never expires. There is no restocking fee. Cancelled orders are refunded in full. Your bank or payment provider may take a few more days to show the money in your account after we issue it.

Full details: Refund Policy.

7. Payments and prices

Prices are in US dollars. The payment options available for your order are shown at checkout. The store does not collect sales tax at checkout, and shipping to our four countries is free, so the total you see at checkout is the amount charged for your order. If a payment is declined, check the billing details first, then try again or contact your payment provider.

Full details: Payment Methods.

8. Account, privacy and your photos

An account is optional. If you create one, you can see your orders and update your addresses. We use your details and order notes only to make, ship and support your order, and we never sell personal data. Customer photos are deleted 30 days after delivery. To ask for a copy of your data or for it to be deleted, email us with the subject “Privacy request”.

Full details: Privacy Policy and Terms of Service.

9. Rights, designs and copyright

We print our own designs together with the names, dates and photos you send. We do not print brand logos, team crests or licensed characters. When you send a photo, you confirm you have the right to use it. If you believe something on our site uses your work without permission, see the DMCA page for copyright notices and the Intellectual Property Policy for trademarks and other rights.

10. Planning around a date

A good share of our mugs are bought for a particular day: a birthday breakfast, the last day of school, a retirement lunch, Christmas morning. The day does not move, so it is worth working backwards from it before you order. Start with the date you need the mug in hand. Take away about 14 business days for transit, which is the top of our estimated range, and then up to 3 business days for processing. Weekends and public holidays do not count as business days, so a three-week gap in the calendar is often closer to two weeks of working time.

Photo orders need one more step: processing begins when your photo reaches us, so send it the same day you order. In late November and December carriers carry far more parcels than usual and scans can pause for a few days, especially across borders to Canada, Australia and New Zealand. If your date is close, email us before ordering and we will give you a realistic view rather than a hopeful one. If a date cannot be met, we would rather tell you up front.

11. Ordering for a group, a class or a family

Group orders are simple when the list is clear. Add every mug to your cart first, in a sensible order, for example oldest grandchild to youngest, or classroom by classroom. Then write the text for each item in your Order notes using the same order, numbered: “1: Ms Rivera, Grade 3. 2: Mr Chen, Science. 3: Mrs Patel, Room 12.” If some mugs share the same text, say so rather than repeating it. Check the list against your cart one last time before placing the order.

For orders of a dozen or more, or orders that mix photo and name designs, send us an email before ordering with the number of items, the designs and the date you need them. We can suggest the cleanest way to send the details. Every item in a group order is covered by the same 60-day return window and free return label as a single mug, so one wrong colour does not put the rest of the order at risk.

12. Common situations, solved

13. Still need help?

Email support@mugmellow.shop, open a request from Submit a Ticket, or see Contact Us for what to include in your message. Our About Us page explains who we are, and the Sitemap lists every page on the site. Replies arrive within 24 hours on business days, written by a person.