If you upload a poor quality image onto our online designer, a message will come up advising you to use a higher quality image. Feel free to email us your image if you are unsure, while there isn't a lot we can do to improve poor quality images, we can advise and provide our design services.
We also have our templates available to download and you can email this to us at: email@example.com along with your order number.
Toronto customers: For a single custom mug, we can usually have this ready within a few hours! We will notify you once your order has been printed and packaged. Depending on our current production time; small orders placed before 1pm can be picked up / shipped the same day, orders after this time will be ready the next business day. Please ensure your order is ready via email confirmation before coming in. Feel free to contact us about current production times.
For customers picking up in Ottawa & Napanee: Custom mug orders will be ready for pickup within a week of placing the order. We will notify you once your order is ready! Please ensure your order is ready via email confirmation before coming in.
For non-custom orders: If the item is in stock we aim to ship this within 24 - 72 hours. You will be notified by email with tracking information once your order has been shipped/ ready for pickup.
All our items are dispatched from our store in Toronto, ON. We try to process orders within 3 business days before shipping. Shipping is calculated at checkout, we'll give you a quote for rush / larger orders. Estimated transit times to:
Yes we do! Please note that if a parcel is sent to another country, duties and taxes may be charged to the receiver. Some countries have strict customs rules and items may not be released from customs until these charges are paid. Please be aware What The Mug is not responsible for any taxes, duties, or customs fees imposed upon shipments to other countries.
Custom orders are final sale. The customer has full responsibility to submit their design files, setup correctly in our templates. Issues with colour / lightness / darkness of images are not grounds for a refund. Should we notice or have an issue with a design, the customer will be notified.
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