FAQs

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.

We also have our templates available to download and you can email this to us at: info@whatthemug.com along with your order number.

Yes of course! We offer free instore pickup, please ensure your order is ready via email confirmation before coming in. Find our Toronto, Ottawa and Napanee locations on our Contact page.

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.

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.

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: info@whatthemug.com along with your order number.

Our preferred shipping provider is Canada Post, however we also offer other providers such as UPS and Purolator. Please note we will not use customer's own shipping accounts to send out orders.

All our items are dispatched from our store in Toronto, ON. We try to process orders within 3 business days before shipping. Standard shipping is a flat-rate of $10.00 for small orders, $20.00 for larger orders. Estimated transit times to:

• Alberta: 3 to 4 business days
• British Columbia: 4 to 5 business days
• Manitoba: 2 to 3 business days
• New Brunswick: 1 to 2 business days
• Newfoundland-Labrador: 3 to 7 business days
• Northwest Territories: 7 to 10 business days
• Nova Scotia: 1 to 2 business days
• Nunavut: 10 to 14 business days
• Ontario: 1 to 2 business days
• Prince Edward Island: 2 to 3 business days
• Quebec: 1 to 2 business days
• Saskatchewan: 2 to 3 business days
• Yukon: 7 to 10 business days

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 are not responsible for any taxes, duties, or customs fees imposed upon shipments to other countries.