Order Tracking
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Use the form above to look up a Mug Mellow order. Enter your order number and the email address you used at checkout, and you will see the order’s current status and what was ordered. Below, you will find where to find those details, what each status means for a personalised mug, how carrier tracking works once the parcel has left us, and what to do if a parcel seems late or stuck.
Tracking in brief
- You need: your order number and the email used at checkout.
- Processing: 1-3 business days to print, check and pack your mug.
- Transit: about 7-14 business days to the US, Canada, Australia and New Zealand.
- Carrier tracking: sent by email when your parcel leaves us.
- Photo designs: processing starts once your photo reaches us.
- Help: support@mugmellow.shop, replies within 24 hours on business days.
1. Finding your order number
Your order number is in the subject line and the first lines of the order confirmation email we send right after checkout. It is a short number. If you cannot find the email, search your inbox for “Mug Mellow” and check the spam, junk or promotions folders. If you created an account at checkout, you can also see your orders under My account.
Use the same email address you typed at checkout. If you ordered as a gift and entered the recipient’s address for shipping, the email is still your own, not theirs.
1.1 If the form says the order was not found
- Check for spaces or extra characters in the order number.
- Make sure the email address matches the one used at checkout exactly.
- If you have more than one email address, try the other one.
- Still nothing? Email us with your name and the date you ordered and we will find it.
2. What each status means
A personalised mug goes through a few stages before it reaches you. This table explains what each one means and whether you need to do anything.
| Status | What it means | What you can do |
|---|---|---|
| Pending payment | The order was started but the payment has not been completed. | Complete the payment, or place the order again. Nothing is printed until payment is complete. |
| On hold | We are waiting for something, often the photo for a photo design or a reply to a question. | Check your email and reply with the photo or answer. |
| Processing | Payment received. Your mug is being printed, checked against your Order notes and packed. This takes 1-3 business days. | Changes are possible within 24 hours of ordering; email us quickly. |
| Completed / Shipped | The parcel has left us. You receive an email with a tracking number. | Follow the parcel with the carrier’s tracking link. |
| In transit | The carrier is moving your parcel. International parcels may pass through customs. | Allow about 7-14 business days; short pauses in updates are normal. |
| Out for delivery | The parcel is on the local delivery round. | Make sure someone can receive it, or check where the carrier leaves parcels. |
| Delivered | The carrier reports the parcel as delivered. | If you cannot find it, see section 5. |
| Delivery exception | The carrier could not deliver, for example because of an address problem or no access. | Follow the carrier’s instructions and email us with the order number. |
| Cancelled | The order was cancelled within 24 hours of ordering. | Your refund is issued within 7 days of the cancellation being confirmed. |
| Refunded | A refund has been issued for all or part of the order. | Allow your bank or payment provider time to show it. |
3. From our desk to your door
3.1 Processing: 1-3 business days
During processing we set your name, date or note into the design exactly as you wrote it in the Order notes, print the mug, let the print set, compare it with your notes once more and pack it with protective packaging. For photo designs, this stage begins when we receive the photo you sent by replying to your order confirmation email.
3.2 Handover to the carrier
When the parcel is packed and labelled, it is handed to the carrier and the status changes. We send you an email with the tracking number. The first scan by the carrier may take a day to appear; until then, tracking can say the label has been created.
3.3 Transit: about 7-14 business days
Transit to the United States, Canada, Australia and New Zealand is estimated at 7-14 business days. All orders ship from the USA. Parcels to Canada, Australia and New Zealand cross a border and pass through customs, where updates sometimes pause for a few days.
4. Reading carrier tracking
Carrier tracking pages use their own words. “Accepted”, “picked up” and “origin scan” all mean the carrier has the parcel. “Arrived at facility” and “departed facility” show it moving through sorting centres. “Processed through customs” or “held by customs” appear for international parcels. “Available for pickup” means the parcel is waiting at a post office or pickup point, usually with a notice card left at the address.
Tracking does not update continuously. A parcel can travel for two or three days between scans, especially on long domestic routes and international flights. If tracking has not moved for a while, it usually means the parcel is between scanning points, not that it is lost.
5. When a parcel seems late, stuck or missing
5.1 Late compared with the estimate
The estimate is 1-3 business days of processing plus about 7-14 business days in transit. If that total has passed and your parcel has not arrived, email support@mugmellow.shop with your order number. We will check the tracking history with you and, where useful, contact the carrier. We handle each late parcel individually and will tell you clearly what we can do next, including a reprint or a refund when it is clear the parcel will not arrive.
5.2 Tracking has not moved
A quiet period of a few days is common. If tracking has been still for a long time, write to us and we will look into it. Please include the last update you saw.
5.3 Tracking says delivered but nothing is there
Check around the door, with neighbours, building reception or the mailroom, and with anyone in the household who might have taken it in. Carriers sometimes mark parcels delivered a little early. If the parcel has not appeared by the next day, email us and we will help.
5.4 Delivered, but damaged
If the mug arrives chipped, cracked or broken, take photos of the item, the box and the label, and email them to us with your order number. We will offer a reprint or a refund; often nothing needs to be sent back. See the Returns & Exchanges Policy for details.
6. Tracking a gift sent to someone else
When you send a mug straight to the recipient, all order and shipping emails still come to you, so the surprise is kept. Use the form above with your own order number and email to follow it. If you want the recipient to watch for the parcel, forward them the carrier tracking link from your shipping email.
7. Orders with several items
We aim to ship all items in an order together. For larger orders, such as a set of teacher mugs for a whole school team, the order may be packed into more than one parcel for safety. Each parcel has its own tracking number, and both appear in your shipping emails. If one parcel arrives before the other, the second is usually only a day or two behind.
8. Helpful pages
- Shipping & Delivery: countries, timelines, free shipping and customs notes.
- Cancel or Change an Order: the 24-hour change window.
- Refund Policy: refunds within 7 days of receiving a return.
- Contact Us: how to reach a person, by email.
9. Frequently asked tracking questions
Why has my order been processing for two days?
Processing takes 1-3 business days. During that time we print the design with your Order notes, let it set, check it and pack it. Weekends and US public holidays are not business days, so an order placed on Friday evening usually starts on Monday.
My photo mug says on hold. What does that mean?
We are most likely waiting for your photo. Reply to your order confirmation email with the picture attached, and processing starts as soon as it arrives. If you already sent it, check that it went to the reply address and that the file was attached.
I did not get a shipping email.
Look in spam, junk and promotions folders, and search your inbox for “Mug Mellow”. If the order status shows it has shipped but the email is missing, write to us and we will send the tracking number again.
Can I pick up my order?
No. Mug Mellow does not offer collection; every order is shipped by carrier to an address in the United States, Canada, Australia or New Zealand.
Can you speed up delivery?
We do not offer paid express shipping at the moment. The best way to keep things quick is to order early, send any photo straight away and double-check the address so the carrier can deliver on the first attempt.
The carrier wants a fee before delivering my international parcel.
Duties and import taxes depend on the destination country. Please email us before paying anything, and we will help you understand what the charge is and what to do.
Can the recipient track the parcel?
Yes, if you share the carrier tracking link from your shipping email with them. Our order emails go only to the buyer’s email address.
How do I know my order is complete?
When every item has been delivered, the carrier tracking shows the parcel as delivered and your order status shows as completed. If you ordered several items and only part of the order has arrived, check your shipping emails for a second tracking number before contacting us; larger orders are sometimes packed in two parcels.
I moved after ordering. Can I change the address?
Within 24 hours of ordering, yes: email us the new address. After the parcel has shipped, we may not be able to redirect it, but the carrier’s own tracking page sometimes offers delivery options. See Cancel or Change an Order.
10. Keeping your order details safe
Your order number and email are the keys to the tracking form, so share them only with people you trust. We never ask for passwords or card numbers by email, and we never send links asking you to pay a delivery fee to Mug Mellow. If you receive a message like that claiming to be from us, do not click it; forward it to support@mugmellow.shop so we can confirm it is not genuine.
11. Still need help?
Email support@mugmellow.shop with your order number and a short description. We reply within 24 hours on business days. If you prefer, open a request on the Submit a Ticket page.
Mug Mellow, 8 Willard Drive, Uxbridge, MA 01569, US.