Submit a Ticket

Last updated: October 31, 2026

This page turns a support request into a single click. Choose the topic below that matches your question, and your email app opens a new message to support@mugmellow.shop with the subject line already filled in. That subject is your ticket: it tells us what the message is about before we open it, so it reaches the right pile straight away. Add your order number and the details listed for that topic, press send, and a person will reply within 24 hours on business days. Mug Mellow handles support by email only, so this is the same inbox you would reach through any other route, just a little faster to sort.

1. Choose your ticket topic

Each link below opens a new email. If your device does not open an email app when you click, copy the address support@mugmellow.shop and the subject shown in the table into a new message yourself.

2. What to include for each topic

The more complete your first message, the more likely our first reply solves it. Here is what each kind of ticket needs.

Changing text, a size, a colour or an address

Your order number, the item you mean (for example “the 15 oz grandma mug”), and the new text or details written out in full. Do not describe the change; write the final version: “Nana, then the names Ava, Leo, Mila, Theo, June and Rose.” If it is an address, include the full new address with the recipient’s name. Changes are possible within 24 hours of ordering; see Cancel or Change an Order.

Cancelling

Your order number and a line confirming you want to cancel the whole order or a specific item. Cancellations within 24 hours of ordering are refunded in full.

Sending a photo

Ideally, reply to your order confirmation email instead of opening a new ticket, so the photo stays attached to your order. If you use this ticket, include your order number, attach the original photo files, and say which photo belongs on which item. Photos are deleted 30 days after delivery.

Order status

Your order number and the email used at checkout. Before writing, it is worth checking the Order Tracking page; if tracking has stalled or the estimated window has passed, let us know what the last tracking update said.

Damaged items or print problems

Your order number, a photo of the item showing the problem, a photo of the outer box and packing, and whether you prefer a replacement or a refund. For a print that does not match your note, a clear photo of the printed side is enough; we will compare it with the note on your order. Please keep the item and packing until we reply.

Returns and exchanges

Your order number, the item or items you are returning, and, if you want an exchange, the size or colour you would like instead. We send a free return label for every return within 60 days, including change-of-mind returns. See the Returns & Exchanges Policy.

Refund questions

Your order number and the date your return was delivered to us, if you know it. Refunds are issued within 7 days of your return reaching us; your bank may need a few extra days to show it. See the Refund Policy.

Questions before ordering

The product you are considering, your question and anything that helps us answer: the name or list you want to print, a photo you are thinking of using, or the date you need the order by.

Group orders

The number of items, the designs, the date you need them, and whether each item has different text. We will reply with the simplest way to send the list.

3. What never to send us

Please never include any of the following in a ticket, an order note or any email to us:

• Full card numbers, security codes or expiry dates.
• Bank account numbers or online banking details.
• Passwords, including your Mug Mellow account password.
• One-time codes sent to your phone or email.
• Government ID numbers.

We will never ask for these. If you receive a message claiming to be from Mug Mellow that asks for them, do not reply; forward it to us so we can warn others.

4. What happens after you send a ticket

1. It arrives in our inbox and is sorted by its subject line. Change and cancellation tickets inside the 24-hour window are handled first.
2. A person reads it and checks your order.
3. You get a reply within 24 hours on business days. It either solves the request or explains exactly what happens next and when.
4. If we need something from you, such as a clearer photo or a confirmation, we ask for it in that reply.
5. When it is resolved, we tell you plainly, for example “Your corrected text is noted” or “Your return label is attached.”

Please keep all messages about one issue in the same email thread by replying rather than starting a new email. It keeps the history in one place and avoids two answers crossing in the post.

5. Response times

If you have not heard from us in that time, check your spam or promotions folder for a message from support@mugmellow.shop, then write again. Very large attachments can delay a message; if you are sending several photos, two smaller emails often arrive faster than one large one.

6. Ticket examples from real situations

These short examples show how a well-written ticket reads. They are based on the kinds of requests we expect most often in a mug shop, and each one could be answered in a single reply.

“Change my order text”: a grandparent mug

“Order 1042, placed at 9 a.m. today. On the Grandma’s Little Ones mug, please replace the list with: Nana, then Ava, Leo, Mila, Theo, June and Rose, in that order. The size stays 15 oz.” The ticket names the order, the time it was placed, the item, the complete new list and what should not change. We can confirm the change with a single sentence.

“Photo for my order”: a pet portrait

“Order 1061, pet portrait mug for Biscuit. Two photos attached; please use the one called biscuit-garden.jpg, the other is a backup.” Naming the photo you prefer saves a question. If neither photo is bright enough, we will say so in our reply and suggest what to try, rather than printing a portrait that looks muddy.

“Damaged item”: a heat-reveal mug

“Order 1088. The heat-reveal mug arrived with a crack along the handle. Photos of the mug and the box attached. I would like a replacement with the same photo.” Because the original photo is still within our 30-day window after delivery, a replacement can usually use the same picture without you sending it again.

“Group order”: a school staff room

“We would like 14 Teacher Apple Two-Tone mugs in mixed colours for the end of the school year on June 20. Each has a different name and grade. Can you suggest how to send the list?” We will reply with a simple numbered format and an honest view of the timing, counting 1-3 business days of processing and about 7-14 business days in transit.

“Where is my order”: a parcel to Canada

“Order 1095 to Ontario. Tracking has shown ‘in transit’ for six days without a new scan. The estimated window ends next week.” Including the last scan and how long it has been there lets us look into it straight away instead of asking first.

“Refund question”: a change-of-mind return

“Order 1102. I returned the 40 oz handle tumbler with your free label; tracking shows it was delivered to you on Tuesday. When should I expect the refund?” With the delivery date of the return in hand, we can confirm the refund date, which is within 7 days of the return reaching us, and tell you whether it went to your original payment method or to store credit.

“Question before ordering”: a long name

“I would like the handwritten script name mug with the name Maximiliana. Will it fit on 11 oz, or should I choose 15 oz?” A question like this takes a minute to answer and can save a return later.

7. How we look after what you send

Tickets often contain names, addresses and family photos, so we treat them with the same care as the order itself. Messages are read only by the people who handle support and fulfilment for Mug Mellow. Photos are used only for the order they belong to and are deleted 30 days after delivery. Names and notes stay with your order record so that we can help with a return or reprint later. We do not use the contents of your tickets for advertising and never sell personal data. Full details are in our Privacy Policy.

8. Before you open a ticket: quick self-help

Some answers are faster to find than to wait for. Our FAQs cover personalising, sizes, care, shipping, returns and payment. The Help Center collects every guide by topic, the Shipping & Delivery page gives delivery times for each country, and the Size Guide compares every capacity in the shop. If none of those settle it, the ticket links above are always there.

9. Other ways to reach us

You can also write directly to support@mugmellow.shop without using a ticket link, or read Contact Us for example emails and our business address. Every route lands in the same inbox and gets the same person-written reply.