To upload your image(s), you can use our online customizer which can be found on the following product pages; Wraparound Mug, Custom Mug and Custom Large Mug. Compatible image formats: JPG, JPEG, PNG, and SVG.
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.
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 out 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.
Yes we do! Shipping cost and estimated transit time is calculated at checkout. For overseas shipping we have DHL, UPS and Purolator services available.
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.
Please note we will not use customer's own shipping accounts to send out orders. Due to security restrictions, we cannot ship to APO/FPO/DPO locations.
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.
Returns for non-custom products must be in new, unopened and unused condition. Please get in touch first and we will do our best to assist. We are not responsible for return postage costs.