The questions we get most often. If yours is not here, email support@luvmuggs.com or call +1 949-407-8573.
Orders and delivery
Where do my mugs ship from?
Our warehouse at 10/F, Wyler Centre 1, 202-210 Tai Lin Pai Road, Kwai Chung, New Territories, Hong Kong. Our California address is the registered business office and holds no stock.
Which carrier do you use?
FedEx, and only FedEx. There is no second service to choose between and no paid upgrade.
What does delivery cost?
Nothing. Delivery is free on every order, with no minimum spend and no threshold.
How long will my order take?
Handling takes 1-2 business days and FedEx transit takes 7-10 business days, so most orders arrive 8-12 business days after payment clears.
Why is there a 10% charge at checkout?
It is the import duty and tax on a shipment travelling from Hong Kong to the United States. It is 10% of the goods total, shown as its own line before you pay, and paying it at checkout means FedEx does not ask you for anything on delivery.
Is the 10% charged on delivery too?
No. It is collected once, at checkout. If any carrier ever asks you for a further customs payment, send us the paperwork and we will refund it.
Do you ship outside the United States?
Not at the moment. We ship to the 50 US states, the District of Columbia, and US territories FedEx serves.
Can I change my delivery address after ordering?
If the order has not yet been packed, yes – email us straight away with the order number. Once a FedEx label is printed the address cannot be changed.
How do I track my order?
A FedEx tracking number is emailed as soon as the label is scanned. You can also enter your order number and billing email on our Track Your Order page.
Returns and refunds
How long do I have to return something?
30 days, counted from the date FedEx records delivery – not from the date you placed the order.
How do I start a return?
By email. Send your order number to support@luvmuggs.com and we reply within one business day with a return authorisation number and the return address. Please do not send anything back before you have that number.
What condition does it need to be in?
Unused and in its original packaging. A mug that has been drunk from, run through a dishwasher, or had a decal or engraving added cannot be resold and cannot be returned.
Who pays return postage?
You do for a change of mind. If the item arrived damaged, defective, or was not what you ordered, we cover it – and in most of those cases we do not ask for the item back at all.
Is there a restocking fee?
No. We do not charge one.
Do I get the 10% duty back?
Yes. A refund covers the price of the returned goods and the import duty you paid on them.
When do I get my money back?
Within 5 business days of the return being approved. Refunds go to the original payment method; your bank or PayPal may take a further 3-5 days to show it.
My mug arrived broken. What now?
Email us a photo of the damage and the outer box within 7 days of delivery. We send a replacement or a full refund, whichever you prefer, and you pay nothing.
Products
Are these mugs made by LuvMuggs?
No. We are a retailer. Every listing names the company that actually made the item, along with its GTIN, so you can verify the product independently. Where a maker does not brand the product, the listing says so instead of inventing a name.
Are your products genuine?
Yes. We buy through the manufacturer or an authorised distributor, and we check the GTIN on the goods against the GTIN on the listing when stock arrives at the warehouse.
Are the mugs dishwasher and microwave safe?
Most ceramic, stoneware and porcelain mugs are both. Metallic trims, insulated stainless steel and some hand-finished glazes are not. The product page states what the manufacturer specifies for that item.
What size mug should I buy?
8-11 oz suits espresso-based drinks and tea; 12-16 oz is the usual everyday size; 16-20 oz is for people who refill less often. Capacities are on every listing.
Do you sell wholesale or bulk?
For orders over 24 units, email us and we will quote directly.
Payment and account
What payment methods do you accept?
PayPal and Visa. Both are processed on the provider’s own encrypted pages; card numbers never reach our servers.
What exactly will I be charged?
The goods total, plus 10% import duty and tax on that total. Delivery is free, so there is no third line.
When is my card charged?
At the moment you place the order, not at dispatch.
Do I need an account to order?
No. Guest checkout is available. An account just saves your address and keeps your order history in one place.
Are prices in US dollars?
Yes, every price on the site is USD.