The questions we get most often, grouped by topic. 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 – the same FedEx service carries every order, whether you paid the $45 or crossed the $800 threshold.
What does delivery cost?
$45 per order on orders under $800, and nothing at all on orders of $800 or more. The threshold is judged on the goods total – the prices shown on the site, which already include the import duty.
How long will my order take?
Processing takes 3 business days and FedEx transit takes 2-7 business days, so most orders arrive 5-10 business days after payment clears.
Is there an import duty to pay?
There is a 10% import duty and customs handling charge on a shipment travelling from Hong Kong to the United States, and it is already included in the price you see on every product page. There is no separate duty line at checkout and nothing to pay when the parcel arrives.
So the 10% is not added at checkout or on delivery?
Correct. It is priced in from the start. 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?
No. We ship to the 50 US states, the District of Columbia, and US territories FedEx serves, and nowhere else.
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. The duty is part of the price rather than a separate charge, so refunding the price of the returned goods refunds the duty with it.
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 glazed ceramic, stoneware and porcelain mugs are both. Metallic trims, heat-changing coatings, insulated stainless steel and some hand-finished glazes are not. Every product page has a Care and use section for that item.
What size mug should I buy?
2-4 oz is espresso size; 8-12 oz suits tea and a regular coffee; 12-16 oz is a large everyday mug; 16-20 oz is for people who refill less often. Capacities are on every listing where the manufacturer publishes them.
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?
Visa, Mastercard, American Express, Discover, Diners Club, PayPal, Shop Pay, Apple Pay and Google Pay. Wallet buttons appear where your device supports them. Every payment is processed on the provider’s own encrypted page; card numbers never reach our servers.
What exactly will I be charged?
The goods total – the prices shown, with the 10% import duty already inside them – plus $45 delivery if that total is under $800. At $800 or above the delivery line reads $0.00. Nothing is charged on top when the parcel arrives.
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.