Support
Shipping Policy
Every Mugsmate mug is printed to order and packed to survive the trip. Here is what shipping costs, how long it takes, and how to follow your order.
1. Order processing
- All orders are printed and processed within 1–3 business days (excluding weekends and public holidays) after you receive your order confirmation email.
- You will receive another email with tracking details once your order has shipped.
2. Shipping rates
Shipping is charged per order at a flat rate for your destination and shown at checkout before you pay. US orders of $30 or more ship free.
| Destination | Order value | Shipping cost |
|---|---|---|
| United States | Orders under $30 | $4.99 |
| United States | Orders $30 and over | Free |
| Canada | Any order | $8.99 |
| United Kingdom & Japan | Any order | $9.99 |
| Australia & Sweden | Any order | $12.99 |
| Ireland, Finland, Singapore, Croatia, Slovakia, Slovenia, Andorra, Jersey | Any order | $15.99 |
| Austria, Belgium, Netherlands, Poland, Portugal, Greece, Hungary & other EU | Any order | $17.99 |
| Rest of the world | Any order | $25.99 |
3. Delivery time
Standard shipping takes 7–15 business days after dispatch. Delivery times are estimates and start from the date of dispatch, not the order date.
Total delivery time = processing time (1–3 business days) + transit time (7–15 business days).
4. Packaging
Every mug is packed in a protective box with padding so it arrives in one piece. If it does not, see "Damaged, lost or missing items" below — we will replace it.
5. Order tracking
Please allow 48 hours after the shipping email for tracking information to become available. You can follow your parcel on our Track Your Order page or on the carrier's website.
6. International orders, duties & taxes
We ship worldwide. Your order may be subject to import duties and taxes, including VAT, which are charged once the parcel reaches its destination country. Mugsmate is not responsible for these charges.
7. Damaged, lost or missing items
If your mug arrives chipped, cracked or broken, email support@mugsmate.store with your order number and a photo and we will send a free replacement. If you have not received your order within 20 business days of the shipping confirmation email, contact us with your name and order number and we will help track it down.
8. Contact us
- Email: support@mugsmate.store
- Phone: +61 419 527 289
- Address: 12 Debenham Drive, St Albans, VIC 3021, Australia
Package late or arrived broken? Email support@mugsmate.store with your order number and we will sort it out.