Terms of Service

Last updated: October 31, 2026

These Terms of Service are the agreement between you and Mug Mellow when you use mugmellow.shop or buy from us. They cover how orders and personalisation work, prices and payment, delivery, returns, what you may and may not ask us to print, and how disagreements are handled. We have written them in plain language. By placing an order, you agree to these terms, so please read them, especially the sections on personalisation and returns.

1. Who we are and who can order

mugmellow.shop is operated by Mug Mellow, 8 Willard Drive, Uxbridge, MA 01569, US. You can reach us by email at support@mugmellow.shop; we reply within 24 hours on business days. To place an order you must be old enough to enter into a binding contract where you live, and the shipping address must be in the United States, Canada, Australia or New Zealand.

2. Products and descriptions

We sell personalised drinkware: ceramic mugs in 11 oz and 15 oz, two-tone and specialty mugs, travel mugs, tumblers and kids cups. We describe each product as accurately as we can, including capacity and care notes. Product photos may show example names and designs; your item carries your own personalisation. Colours on screens vary, so a glaze or powder-coat shade can look slightly different in person. Care notes on product pages (for example, hand washing, and no microwave for stainless steel or heat-reveal coatings) are part of the product description and help your mug last.

3. Personalisation

3.1 How you personalise

You add names, dates, titles and short lines in the Order notes box at checkout. For photo designs, you reply to your order confirmation email with the photo. We do not provide an upload tool or design proof.

3.2 We print what you write

We set your text exactly as written, including spelling, capitals, punctuation and spacing. We do not correct spelling, because many names have several valid spellings. Please check your notes carefully; you can correct them within 24 hours of ordering, as described on the Cancel or Change an Order page. If a design has limited space, we may adjust text size or line breaks so it fits and reads clearly, without changing the words.

3.3 What we may decline to print

We may decline or cancel, with a full refund, any order whose personalisation:

• uses trademarks, logos, characters, sports team marks, song lyrics or artwork that you do not have the right to use;
• uses a photo you did not take and do not have permission to use;
• contains hateful, harassing, threatening or sexually explicit content, or content that targets a private person;
• is unlawful in the places we sell to.

More detail is in our Intellectual Property Policy.

3.4 Your responsibility for what you send

By sending us text or a photo, you confirm that you have the right to use it for a personal item, and that you have permission from people shown in a photo where that is needed. You keep any rights you have in your photo; you give us permission to use it only to make and support your order. Photos are deleted 30 days after delivery, as set out in our Privacy Policy.

4. Orders and acceptance

When you place an order, you make an offer to buy. You receive an order confirmation email, which confirms we received it. A contract is formed when payment is approved and we begin processing. We may cancel an order with a full refund if a product is unavailable, if the personalisation falls under section 3.3, if there is an obvious pricing error, or if we suspect fraud. If that happens, we tell you by email.

5. Prices, payment and tax

Prices are shown in US dollars and include personalisation. Shipping is free to the United States, Canada, Australia and New Zealand. Mug Mellow does not collect sales tax at checkout. Duties or import taxes, where they apply, depend on the destination country. Payment is taken when you place the order, using one of the options shown at checkout; see Payment Methods. We may change prices at any time, but a change never affects an order already placed.

6. Delivery

Orders are processed in 1-3 business days and ship from the USA. Estimated transit is 7-14 business days to the US, Canada, Australia and New Zealand. Delivery times are estimates, not guarantees, because carriers and customs are outside our control. Risk of loss passes to you on delivery to the address you provided. If a parcel is late, lost or damaged, contact us and we will help as explained on Shipping & Delivery. Please give a complete and correct address; we are not responsible for delays caused by an incorrect address, though we will always try to help.

7. Changes and cancellations

You may change or cancel an order within 24 hours of placing it by emailing us. Cancellations within that window are refunded in full within 7 days of confirmation. After 24 hours, the order may already be in production; you can then use the return policy after delivery.

8. Returns and refunds

You may return any item, including personalised items, within 60 days of delivery, for any reason. We provide a free return label, including for change-of-mind returns. Refunds are issued within 7 days of receiving the return, to the original payment method or as store credit, which never expires. No restocking fees apply. Damaged, faulty or wrong items can be reprinted or refunded, often on the basis of photos. The full process is on our Returns & Exchanges Policy and Refund Policy pages. Nothing in these terms limits rights you have under consumer law where you live.

9. Using the website

You may use mugmellow.shop to browse and buy for personal use. You agree not to misuse the site: no attempts to break its security, overload it, scrape it in bulk, upload harmful code, or use it to send unlawful or abusive content. If you create an account, keep your password private; you are responsible for activity under your account.

10. Our content

The text, design layouts, logo, illustrations and other content on mugmellow.shop belong to Mug Mellow or are used with permission. You may not copy them for commercial use. Buying a mug gives you the mug, not the right to reproduce our designs. See the Intellectual Property Policy and our DMCA page for how to report concerns.

11. Responsibility and limits

We take care to describe products accurately and to make them well. To the extent the law allows, Mug Mellow is not liable for indirect or consequential losses, such as a missed event because a parcel arrived after a date, and our total responsibility for any order is limited to the amount you paid for it. This does not limit liability that cannot be limited by law, and it does not affect your statutory consumer rights. Please use drinkware as described: hand wash where recommended, keep stainless steel and heat-reveal mugs out of the microwave, and supervise young children with hot drinks.

12. Disagreements

If something goes wrong, please email support@mugmellow.shop first. Most problems are solved quickly by a reprint, a refund or a clear explanation. If we cannot resolve a dispute informally, these terms are governed by the laws of the Commonwealth of Massachusetts, United States, and disputes will be heard by the courts with jurisdiction there, unless the consumer law of your home country gives you the right to bring a claim where you live.

13. Accounts and order history

You can check out as a guest or create an account. An account lets you see past orders and saved addresses. You are responsible for keeping your login details private and for the accuracy of the information you save. If you think someone else has used your account, email us straight away. We may close accounts used for fraud or abuse of the site, and you may ask us to close yours at any time.

14. Team, school and group orders

When one person orders several personalised items for a group, that person is the buyer under these terms. They are responsible for the accuracy of every name and line in the Order notes, for collecting any contributions from colleagues, and for passing on information about delivery and returns. Returns and refunds for group orders are handled item by item and go to the buyer. For very large orders, please write to us before ordering so we can confirm timing.

15. Events outside our control

We are not responsible for delays or failures caused by events we cannot reasonably control, such as severe weather, carrier disruptions, customs holds, power or internet outages, or public emergencies. If one of these affects your order, we will tell you, keep you informed and offer a reasonable solution, which may include a refund if the order can no longer be completed.

16. If part of these terms is invalid

If a court finds that any part of these terms cannot be enforced, the rest of the terms still apply. If we do not enforce a term straight away, we have not given up the right to rely on it later.

17. Communication by email

We communicate about orders by email only: order confirmations, requests for photos, confirmations of changes, shipping notices and refund notices. You agree that these emails count as written notice. Please use an email address you check, and add support@mugmellow.shop to your contacts so our messages do not land in spam.

If an email from us asks you to confirm something, such as a corrected spelling or a new photo, your reply is how you confirm it. We act on the confirmed version and keep the email thread with your order so both of us can look back at what was agreed.

18. Changes to these terms

We may update these terms from time to time. The version that applies to your order is the one shown on this page when you placed it. The date at the top shows the latest update.

19. Contact

Mug Mellow, 8 Willard Drive, Uxbridge, MA 01569, US. Email support@mugmellow.shop; we reply within 24 hours on business days. For quick answers, visit the FAQs or the Help Center.