Our Promise

At Muse & Mug, we believe in quality. If your order isn't right, we want to fix it. We try to keep our policy simple, fair, and transparent—just like our tumblers.

1. The "No-Hassle" Guarantee (Damaged or Wrong Items)

We know how heartbreaking it is to wait for a package only to find it damaged. Since tumblers can be heavy and fragile, accidents sometimes happen during shipping.

  • If your item arrives dented, broken, or printed incorrectly, you do NOT need to return it.
  • Just snap a photo of the damage and email it to orders@musemug.com within 7 days of delivery.
  • We will send you a free replacement immediately or issue a full refund—your choice. No questions asked.

2. Returns for Standard Items

If you simply changed your mind or don't like the design in person (it happens!), we accept returns for non-personalized items under these conditions:

  • Timeframe: You have 30 days from the delivery date to request a return.
  • Condition: The item must be unused, unwashed, and in its original packaging.
  • Shipping Cost: You are responsible for the return shipping costs. Shipping costs are non-refundable.
  • Restocking Fee: A flat fee of $5.00 will be deducted from your refund to cover handling and restocking.

3. Personalized Items (Custom Names/Photos)

Because these items are made specifically for you (with your name, date, or custom photo), we cannot accept returns or exchanges for "change of mind."

  • Exception: If we made a mistake (e.g., misspelled the name you provided), we will replace it for free.

4. How to Start a Return

  1. Email us at orders@musemug.com with your order number and reason for return.
  2. If approved, we will send you the return instructions and address.
  3. Pack the item securely and ship it back to us (we recommend using a tracked shipping service).
  4. Once we receive and inspect your return, we will process your refund to your original payment method within 3–5 business days.

5. Late or Missing Refunds

If you haven’t received a refund yet, please check your bank account again or contact your credit card company. It may take some time before your refund is officially posted. If you’ve done all of this and you still have not received your refund yet, please contact us.