Frequently Asked Questions

Do you offer customization?

Customization are available for select items. For these items with customization option, the instructions can be found either in the pictures or the description. Please always refer to both. Please note that we don’t accept customization with your own design on our mugs.

How long is the processing and shipping time?

Orders are usually processed between 2 to 5 business days. Whether they are made to order or not.

For the US, shipping is done through USPS and take between 5 to 20 days to arrive. You will get a tracking number once your order is shipped. Shipping outside mainland US may take longer time.

Do you accept returns and can I get refunds?

Made to order or customized items can’t be returned or refunded. If it is broken or if there is a design issue, you are required to provide some pictures as a proof. Please contact us within 24 hours after you received it. We will ship a new item to you, at our expenses.

If you item is not made to order, but arrives broken. You are required to provide some pictures as a proof. Please get in touch with us within 24 hours. We will ship another one to you, at our expenses, or you can choose to get a refund.

We don’t issue refunds for the following reasons: you changed your mind, you made an error on your delivery address, you bought a mug with a design you don’t like. Please contact the seller as soon as you receive the broken item, a claim made 24 hours after the delivery may not be accepted.

Provided the seller has shipped your order on time, and the estimated delivery exceeded 15 days, you may ask for a refund. ETA date is generated automatically, but the post office often keep items stuck in transit. The seller has nothing to do with this issue.

The tracking number shows “delivered” but I didn’t receive my package

This happens often with USPS. Please do the following in this order:
1. Wait 1 or 2 days, USPS often marks a package delivered in anticipation.
2. Check with your neighbor or roomate if they received the package instead of you.
3. Search in hidden or unusual place. Packages are often hided by the mailman to avoid theft.
4. Show tracking to the post office or postman and ask them to check GPS or geo-tracking to see exactly where it was delivered.
5. If nothing works, file a police report for a theft of mail.

If you don’t find the answer to your question in here, feel free to contact us anytime.