Mugs, Coffee Mugs, Shot Glasses, Wine Glasses, Beer Mugs, Champagne Glasses, Wedding Favors, Sports Bottles, Promotional Pens at Discountmugs.com

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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

PRODUCTION TIME* You have a choice of turnaround timelines. Your choice should reflect your “in hands” date, and we will do our utmost to stay within the given time frame. Please note that we are not responsible for late receipt of any order due to any unforeseeable circumstances, for example a lengthier proofing time, an out-of-stock product, printing or firing problems, weather-related issues or delays on behalf of the shipping company. Normal Production Time The “estimated’ normal production time is 6-10 business* days after receipt of order. This timeline is also dependant upon the size of the order and/or the complexity of the artwork or process employed. If you have a specific “in-hands” date, please ensure that there is adequate time before you opt for a “normal production” timeline. When you request a pre-production sample or a paper proof, the production time will only begin upon approval of the sample or proof. Therefore the timeline may be delayed several days past the original estimate. All production timelines reflect business days. Note that the “production” time is not to be confused with “delivery” time. Please refer to “Shipping” paragraph for more information. Rush Production Time We offer a 24 Hour Rush (production time only) service as well as a 3-Day Rush (production time only) service. Production time does not include any shipping time; therefore shipping time must also be added to production time in order to get an accurate delivery time frame. RUSH ORDERS Rush orders should only be placed as a last resort. Custom printing entails intricate and detailed work, both on the part of the artist as well as the printer, therefore we recommend rush orders only as a last resort. No proofs are created for any rush orders, therefore the risk of error is higher with a rush order. Camera ready artwork is required for all rush orders, so as to minimize the risk of errors. ESTIMATED DELIVERY DATES Normal Production Note that delivery dates are only “estimated” and not “guaranteed” for orders with normal production timelines. If you opt for “expedited” shipping method for your “normal production” order, only the method of shipping will be guaranteed, however the production timeline is still only “estimated”. Therefore the order may still not reach you in the timeline required. Rush Production Production time is guaranteed on rush orders; however the delivery dates are only “estimated,” unless you opt for expedited shipping. When you place a rush order but then opt for “normal” or “ground” shipping method, please be advised that the delivery date will only be “estimated” and not guaranteed, as shipping companies do not offer guarantees for ground shipping. However, if you opt for “expedited” shipping, the delivery date will be guaranteed, so the order will reach you in the timeline required.

ORDER STATUS-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 do you need it?
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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?
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Change or Modify Order

CHANGING THE ORDER For any corrections or changes that may be necessary on a “normal turnaround” order, please reply back to the sales confirmation email immediately. All changes must be made in writing within 24 hours upon receipt of the emailed confirmation. Failure to do so may result in incorrectly printed orders or delays in shipping. Once the order has left the sales department, we will be unable to change the order. Therefore note that we will not be held responsible for any changes requested after the 24hr period. Note: NO CHANGES whatsoever will be accepted on 24HR or 3-Day Rush Orders. CANCELLATION OF ORDER Discount Mugs begins production on incoming orders almost immediately. Our production line works 7 days a week in order to meet customers’ timelines. Therefore, we will not accept any order cancellation requests. As you know, a custom printed order may not be resold or restocked at our end; therefore Discount Mugs will only issue a store credit for orders that require cancellation. This in-store credit will not expire, and may be used towards any item (both blank and custom printed wares) in our inventory. Discount Mugs makes several attempts to contact the customer in the event no artwork/logo is received, therefore we will not be responsible for the timeline of an order if we do not receive the artwork/logo.

Change or Modify Order-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)
Upload your file1 (optional)
Upload your file2 (optional)
Upload your file3 (optional)
Upload your file4 (optional)
Upload your file5 (optional)


Describe:

Enter Security Code:

Cancel Order