Discount Mugs employs a ticket
system for ALL customer service related issues.
Queries made by telephone are not effective
as they do not permit us adequate time in
order to respond to your query. Therefore,
please choose the category that best suits
your query and send it to us on a ticket.
Select your
question and our terms & conditions
will be able to assist you. Please
choose the category closest to your
query to submit your ticket.
Order
Status
Order
is Late!
GUARANTEE POLICY*
If we fail to meet a promised delivery date on a 24hr rush order with expedited shipping, but you will still accept the order, then credit will be promptly issued for the difference between the 24hr (per piece) price and the 3-day rush (per piece) price.
If we fail to meet a promised delivery date on a 3-day rush order with expedited shipping, but you will still accept the order, then credit will be promptly issued for the difference between the 3-day rush (per piece) price and the normal production (per piece) price.
Normal production orders with estimated delivery dates are not guaranteed.
*Please note that once you submit your order, any changes, delayed artwork submissions, or delayed proof approvals will void our guarantee policy.
SHIPPING
F.O.B. Shipping Point: Miami, Florida.
Under the terms of "FOB shipping point," title of the goods passes to the buyer at the shipping point.
If the order is being shipped via UPS, then once the order is ready to ship out, you will receive an automated email with a “tracking number” from UPS.
Please note that opting for Overnight or Second Day Air does not mean that you will receive your order the next day. Delivery time is based on the time it takes to produce your item PLUS the shipping time*.
*Production time + Shipping time = Delivery time
All shipments leaving our factory are inspected and signed for by the carrier. Most orders are shipped via UPS or motor freight, depending on the destination and weight of the shipment. All shipments, unless otherwise specified, will be sent freight prepaid. To ensure protection against breakage, we repackage UPS shipments into larger cartons, and all motor freight shipments are palletized and shrink-wrapped.
UPS will not deliver to some APO addresses. We are happy to transport these orders to a USPS facility for shipment. The rates may differ from the initial estimate. We therefore reserve the right to collect any balance of costs due upon shipping. You will receive a USPS receipt by airmail as a confirmation of any additional payment collected.
Once the order has left the warehouse, Discount Mugs will not accept responsibility for any delays caused by the shipping company. If shipping is delayed on an “expedited” shipping order, ONLY THAT PORTION OF THE SHIPPING CHARGES WILL BE CREDITED BACK BY UPS.
Discount Mugs will not be held responsible either in the event the customer is not available for delivery or the customer refuses delivery.*
ORDER
is Late -Fill
out this ticket if you are
requesting status. Use
our online tracking system.
Order
Number (Example: Bel123456 or
DM12345)
Name
(Jone Doe)
Phone
Numbeer (Example: 305-123-1234)
Email
Address(Example: John@emailaddress.com)
When
were you suppose to have it?
Upload
your file1 (optional)
Upload
your file2 (optional)
Upload
your file3 (optional)
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your file4 (optional)
Upload
your file5 (optional)
Describe:
Enter
Security Code:
Change
or Modify Order
Cancel
Order
RETURN & REFUND POLICY
As you may be aware, custom printed products cannot be restocked. Therefore, the industry standard for customized products dictates a no return and no refunds policy.
REPLACEMENT POLICY
If an order is not well received – either due to a typo or other issues – our policy to redo the order and ship it via ground shipping method will still prevail.
When an error has been confirmed, (upon following instructions under “claims”) we will make every attempt to promptly redo the order. We will process the redo order exactly as you had originally requested minus any errors that we made. We will not change the product, the logo or artwork or the imprint color when processing the redo unless pre-approved by us.
STORE CREDIT
When a redo is no longer practical or even feasible, (either due to event date timelines, out-of-stock or quantity issues) Discount Mugs will issue a store credit for up to the same value as the original order minus any screen charges