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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)

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Email Address(Example: John@emailaddress.com)

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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)

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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)

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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 and any shipping fees. Screen charges will not be credited back, as the screens were already created. Shipping charges will also not be credited back, as this charge is made on behalf of the shipping company. Example: 72 glasses @ $3.64 = $262.08 Screens @ $45.00 each = $90.00 Shipping = $48.56 Total cost = $400.64 As illustrated in the example above, if the total cost of the order is $400.64, which includes screen charges of $90.00 (2 screens at $45.00 each) and shipping cost of $48.56, then only the cost of the product itself - $262.08 - is credited back. The store credit may be treated as cash, and may be used at any time and on any product we stock.

Cancel Order-Fill out this ticket if you are requesting status. Use our online tracking system.

Order Number (Example: Bel123456 or DM12345)

Name (Jone Doe)

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Email Address(Example: John@emailaddress.com)
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Received Broken Items

SHIPPING INSURANCE Although great precautions are taken during the packaging of each order, breakage does sometimes occur during the shipping process. In order to replace any broken and/or damaged products, we now offer optional shipping insurance. By choosing this option, any order that is received bearing damage or breakage is now covered for replacement. Replacement orders will be processed within our normal timeline of 5-7 business days plus ground shipping time. You may opt to pay for rush shipping; however this insurance will only cover normal ground shipping. Please note that we will require adequate proof for any damage or breakage reported. Important notice for our International Customers – Including Canada: For orders shipping outside the U.S. - INCLUDING CANADA – local duties and/or taxes may be assessed upon delivery. These fees are not charged by Discount Mugs during checkout; therefore please consult your local customs office to determine these charges. We are not responsible for these duties and/or taxes. Note that delivery dates outside of the U.S. are essentially “estimates”, and in no event will Discount Mugs be liable for any consequential damages arising from delays in delivery.

Received Broken Items -Fill out this ticket if you are requesting status. Use our online tracking system.

Order Number (Example: Bel123456 or DM12345)

Name (Jone Doe)

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Email Address(Example: John@emailaddress.com)
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Received Partial Order/Incomplete Order/Shortage

CLAIMS / REDOS * Please check your order immediately upon receipt. All claims must be reported within 7 calendar days upon receipt of goods. * Claims must be submitted IN WRITING by opening a "Ticket". You may access the Ticket System on our website by clicking on "Contact" and then "SUBMIT TICKET". Click on the appropriate area of concern, and open only "one" ticket, providing us with all the necessary information. (Example: wrong item, incorrect imprint, incomplete order, broken items etc) * Attach digital image(s) to your ticket depicting the problem at hand. * If unable to provide a photograph, you may ship us an "in-hands" sample of the product instead. (The address is under "Contact Us".) * Upon receipt of the "visual", we promptly remedy the situation and redo the affected portion of the order if mandated. * If the quantity to be replaced is LESS than the entire order, we reserve the right to process a credit for that amount rather than redoing that portion. * All redos will ship via UPS Ground. If you require expedited shipping, you will be responsible for those charges.

Received Partial Order/Incomplete Order/Shortage -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)
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Received Order with Incorrect Logo/Color/Wrong item

CLAIMS / REDOS * Please check your order immediately upon receipt. All claims must be reported within 7 calendar days upon receipt of goods. * Claims must be submitted IN WRITING by opening a "Ticket". You may access the Ticket System on our website by clicking on "Contact" and then "SUBMIT TICKET". Click on the appropriate area of concern, and open only "one" ticket, providing us with all the necessary information. (Example: wrong item, incorrect imprint, incomplete order, broken items etc) * Attach digital image(s) to your ticket depicting the problem at hand. * If unable to provide a photograph, you may ship us an "in-hands" sample of the product instead. (The address is under "Contact Us".) * Upon receipt of the "visual", we promptly remedy the situation and redo the affected portion of the order if mandated. * If the quantity to be replaced is LESS than the entire order, we reserve the right to process a credit for that amount rather than redoing that portion. * All redos will ship via UPS Ground. If you require expedited shipping, you will be responsible for those charges.

Received Order with Inorrect Logo/color/Wrong Item-Fill out this ticket if you are requesting status. Use our online tracking system.

Order Number (Example: Bel123456 or DM12345)

Name (Jone Doe)

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Order was Over billed /Undercharged

PAYMENT:: Payment is due in full prior to commencement of production. Credit card authorization and address verification must be received prior to processing the order form. CONFIRMATION You will receive an order confirmation/Sales invoice via email shortly after an order is placed.* For your convenience, an estimated “delivery date” will also appear on the order confirmation form. Please go over the form very carefully to ensure that all the information is accurate. For any corrections or concerns, simply ‘reply’ back to that email, so that we may promptly correct any information prior to processing the order. If you do not receive the emailed confirmation, please email either your sales representative directly, or if your order was placed online, you may email us at orders@belmugs.com. SPAM FILTERS Check your spam or deleted folders to ensure that these important emails are not blocked due to firewalls or spam filters on your computer. We will not be held responsible for failure of any email communication to you either due to incorrectly spelled email addresses, non-working email address or spam filters that prohibit our emails from reaching you. ONLINE ORDER - BANK CHARGES When placing an online order, if you press 'SUBMIT' more than once, your card may be charged again. Once you inform us of any such duplicate charges, we will promptly credit the amount back to you, however, we will not accept any responsibility for any subsequent bank fees that may be imposed upon you due to these duplicate charges.

Order was Overbilled/Undercharged-Fill out this ticket if you are requesting status. Use our online tracking system.

Order Number (Example: Bel123456 or DM12345)

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Did not receive Gift Boxes

CLAIMS / REDOS * Please check your order immediately upon receipt. All claims must be reported within 7 calendar days upon receipt of goods. * Claims must be submitted IN WRITING by opening a "Ticket". You may access the Ticket System on our website by clicking on "Contact" and then "SUBMIT TICKET". Click on the appropriate area of concern, and open only "one" ticket, providing us with all the necessary information. (Example: wrong item, incorrect imprint, incomplete order, broken items etc) * Attach digital image(s) to your ticket depicting the problem at hand. * If unable to provide a photograph, you may ship us an "in-hands" sample of the product instead. (The address is under "Contact Us".) * Upon receipt of the "visual", we promptly remedy the situation and redo the affected portion of the order if mandated. * If the quantity to be replaced is LESS than the entire order, we reserve the right to process a credit for that amount rather than redoing that portion. * All redos will ship via UPS Ground. If you require expedited shipping, you will be responsible for those charges.

Did not recieve Gift Boxes -Fill out this ticket if you are requesting status. Use our online tracking system.

Order Number (Example: Bel123456 or DM12345)

Name (Jone Doe)

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Waiting for your artwork proof

Proofing will add several days to your production timeline, therefore you will only receive an emailed “proof” upon request. This proof enables you to view the imprint, but it will not depict exact imprint colors nor will it illustrate the exact imprint size, as it is merely a computer-generated image. The proof approval form must be signed and returned before production begins. Although every effort will be made to prevent errors, (grammar, spelling and layout) we will not be responsible for any errors on an order that was proofed and approved by the customer or customer's representative. These errors will be corrected at the customer's sole expense. If an order has a specific “in hands” date, a proof may delay production, thus jeopardizing your chances of receiving the order in a timely manner. We will not be held responsible for any resulting delays on these orders. Proofs are not intended to be ‘decision making tools’ for the customer. There will be no option to cancel an order simply because the proof is not working out. The longer you take to approve a proof – either because of changes that you request, or otherwise – the longer the delay in the production of your order Therefore please do not place an order merely in order to obtain a proof, as the order will be binding, regardless of whether the proof is approved or not. When no proof is requested, please ensure that the artwork/logo that you are submitting is completely error free. In the event an order is printed with an incorrectly submitted artwork/logo, Discount Mugs will not be held responsible for your oversight, and payment in full will be valid for the completed work. You may request a redo; however it will be at your expense. PRE-PRODUCTION SAMPLE Some jobs require a perfect color-match so as to ensure that the color(s) will be identical. In this event, we recommend that you opt for a “pre-production sample”. This “in hands” sample will only go to final production upon receipt of your written approval. The charge for a pre-production sample will still remain even if the order does not proceed to final production. Call for pricing. *Note that the inclusion of a pre-production sample will add to the turnaround time. COLOR MATCHING Ceramic & Glass Colors are stocked in a wide variety of colors. Exact PMS color matches are not available. We try to match your color selections as closely as possible using PMS numbers as a reference only. Due to the nature of ceramic and glass colors, an exact match cannot be guaranteed. Colors may vary due to firing conditions or the type of substrate. For example there are many types of glazes used on ceramic products. The type of glaze used may or may not have an effect on the final color of the product. We also carry a vast array of imprint colors for the travel mugs, plastic water bottles and pens. Again, exact color matches cannot be guaranteed. Note that the imprint color may change due to the product color. Printing white onto a red mug may cause the imprint to look whitish-pink, as red is the dominating color. Similarly, printing the color black onto a navy or dark green mug may result in a hard-to-see imprint, as dark on dark does not stand out. In order to promote the best visibility of your custom logo/text, we strongly recommend that you print light colors onto a dark surface and dark colors onto a light surface.

Waiting for your artwork proof-Fill out this ticket if you are requesting status. Use our online tracking system.

Order Number (Example: Bel123456 or DM12345)

Name (Jone Doe)

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Artwork Related Issues

Guidelines for submitting artwork Please send your imprint instructions to us immediately. If you are emailing it to the art department, please put the name and order number on the subject line. We will not accept any responsibility for delays in processing an order if we do not receive the artwork in a timely manner. We require “camera ready” high resolution artwork so as to meet production timelines. Although we clean up and retouch any artwork/logo received in order to make it print worthy, if you do not provide clean, high-resolution, camera-ready artwork, we will not be responsible for the resulting poor imprint quality. Note that the added work involved in cleaning up any artwork will also add to production time, which may eventually delay the order. We will not accept responsibility for the delayed production on an order when the imprint provided is of poor quality. Uploading Artwork / Using The Design Studio Our online order form allows you to upload your own logo/text. Please read the instructions located on the order form carefully to ensure a successful upload of your logo. The design studio is helpful in providing you with a very general image of your imprint; however it is not accurate in logo placement, as each item has a ‘specific’ imprint area. Our artists will therefore have to resize the entire imprint you submit in order to “fit” it into the actual imprint area. Finally, unless you “save” your design on the Design Studio, the design will not be saved and we will not receive it. Therefore do ensure that you have carefully followed all the directions so that we will receive your artwork/logo in its entirety. Accepted Formats Black & White camera ready art Four-color process and continuous-tone images with 300 dpi at actual size. All fonts (printer and screen) must be included with your file or all text should be converted to outlines or curves. Software Applications Files saved in any of the following applications are acceptable: (pc compatible format) * Photoshop version CS and below * Freehand version MX and below * Illustrator version CS and below Vector art (eps, ai, fh, 10, cdr, ps,) rasterize image, .tif, jpeg 300 dpi, *Customers will assume complete responsibility to obtain permission for reproduction of logos, patents, trademarks and copyrights. By agreeing to print any submitted artwork, Discount Mugs will not be held liable under any circumstances. Sending Your Imprint Instruction We will not be responsible for any missing information on your order form nor for any missing imprint instructions. In order to correctly follow your imprint instructions, we require that all information relating to your ‘artwork’ or ‘logo’ be sent TOGETHER as ‘one’ upload or in ‘one’ email. Therefore, if you send your logo in one email, and the text to be ‘included’ with the logo in another email, we will NOT be responsible for putting the two together. Do not send us multiple logos or artwork and assume we will know which one to use. We will not be responsible in the event we pick the ‘incorrect’ logo. Imprint Colors Imprint colors must be carefully chosen. We recommend that you choose light color inks to be printed onto dark color items, as this provides more contrast than a dark colored imprint on a dark colored item or a light colored imprint on a light colored item. For example, if you order brown imprint color on brown mugs, the imprint would not show up well against the brown background. However, many customers have their own pre-conceived notions about what looks good and what does not, therefore, we will NOT judge your options NOR will we be responsible for the choice of imprint color(s) that you make. Imprint Size Due to “finite” imprint areas, we reserve the right to resize your logo (imprint instructions) in order to fit it into the imprint area of the item ordered; regardless of what size you submit your imprint instructions or logo. However, if you specify that you want the imprint to be the same size as the submitted artwork/logo, (providing you request this imprint size on the order form as well as on the artwork canvas itself) we will comply, providing it does not exceed the maximum imprint size of the item ordered. For example, if your logo is 1” x 1” (the size of a quarter), and you order a one color imprint on 11oz mugs, normally we would enlarge the logo to the maximum imprint size of that process on that mug. (In this case 2.75” x 2.75”) However, if you request that we print your logo 3.5” x 3.5”, we will be unable to comply with your request, as that exceeds our maximum imprint size on that particular mug. Another example is if you request a 2” x 2” logo, and your imprint is rectangular in size, we will not be able to print the logo as you request. Defaulted Font & Imprint Color In the event you fail to provide us with your 1) FONT choice or 2) IMPRINT COLOR choice, we reserve the right to use Arial font for our default font, and BLACK color imprint for our default imprint color.

Artwork Related Issues-Fill out this ticket if you are requesting status. Use our online tracking system.

Order Number (Example: Bel123456 or DM12345)

Name (Jone Doe)

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Get Quote

Quote-Fill out this ticket if you are requesting status.

Use our online tracking system.

Your IP is : 38.103.63.61

Name (Jone Doe)

Phone Numbeer (Example: 305-123-1234)

Email Address(Example: John@emailaddress.com)

When do you need it?

Item Number:

Item Color:

Quantity:

Ship to State:

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Note:

Bel Inc is not responsible for any files uploaded by the customers. We will delete all uploaded files
from our servers after 60 days.

Did not receive sample or blank/unprinted mug order

CLAIMS / REDOS
* Please check your order immediately upon receipt. All claims must be reported within 7 calendar days upon receipt of goods. 

* Claims must be submitted IN WRITING by opening a "Ticket". You may access the Ticket System on our website by clicking on "Contact" and then "SUBMIT TICKET". Click on the appropriate area of concern, and open only "one" ticket, providing us with all the necessary information. (Example: wrong item, incorrect imprint, incomplete order, broken items etc) 

* Attach digital image(s) to your ticket depicting the problem at hand.
* If unable to provide a photograph, you may ship us an "in-hands" sample of the product instead. (The address is under "Contact Us".)

* Upon receipt of the "visual", we promptly remedy the situation and redo the affected portion of the order if mandated. 

* If the quantity to be replaced is LESS than the entire order, we reserve the right to process a credit for that amount rather than redoing that portion.

* All redos will ship via UPS Ground. If you require expedited shipping, you will be responsible for those charges.

Did not receive sample or blank/unprinted mug order-Fill out this ticket if you are requesting status.