Shipping Policy

Everything about how a LuvMuggs order reaches you: where we deliver, where it ships from, who carries it, how long each stage takes, what it costs, how import duty is handled, and what happens if something goes wrong on the way. The figures on this page are the same ones our checkout uses.

Last updated: 17 September 2026

Where we deliver

We deliver to addresses in the United States only:

• all 50 US states;
• the District of Columbia;
• US territories that FedEx serves.

We do not ship to any address outside the United States, and we cannot deliver to freight forwarders or parcel-forwarding services. If your address cannot be served, checkout will not offer a delivery option for it, or we will contact you and refund the order in full.

Where your order ships from

Every order is packed and dispatched from the LuvMuggs warehouse:

LuvMuggs Fulfilment
10/F, Wyler Centre 1, 202-210 Tai Lin Pai Road, Kwai Chung, New Territories, Hong Kong

We hold our own stock there. No drop-shipper and no third-party logistics company is involved in an order placed on luvmuggs.com — the mug you order is picked off our shelf, packed by us and handed to FedEx by us.

Carrier and service

Every parcel is carried by FedEx, and only FedEx. We do not use USPS, UPS, DHL, a freight forwarder or a consolidator, and there is no faster paid service to choose at checkout — every order travels on the same tracked FedEx service, whether it cost $45 to ship or crossed the free-delivery threshold.

One carrier means one tracking format, one claims process and one set of delivery estimates we can actually stand behind.

Delivery cost

• One charge per order, not per item. Ten mugs in one order cost $45 to deliver, the same as one mug.
• No surcharges for heavy items, large sets or remote ZIP codes.
• How the threshold is judged: on the goods total — the prices shown on the site, which already include import duty — after any coupon or discount is applied.
• The delivery charge is shown as its own line in the cart and at checkout, before you enter any payment details.

How long delivery takes

Total delivery time is handling time plus transit time. Both are counted in business days (Monday to Friday, excluding public holidays) and both start once payment has cleared, not when the order is placed.

Delivery estimates are estimates. Weather, customs inspections, carrier disruption and public holidays can add time. If we can see an order is going to miss the 5–10 business day window — a stock problem, a customs hold, a carrier delay — we email you rather than letting you find out from the tracking page.

Import duty, taxes and customs

Your parcel travels from Hong Kong into the United States, so it is an import, and imports carry duty. A 10% import duty and customs handling charge applies to every order.

• The price on the product page is the price you pay for the goods. The only charge added at checkout is delivery: $45, or $0.00 from $800.
• Parcels are cleared through US customs while in transit; a short customs hold usually adds no more than a day or two.
• If FedEx, a customs broker or anyone else ever asks you to pay duty, tax or a customs fee on a LuvMuggs order, do not pay it without contacting us. If you have already paid, send us the paperwork and we will refund the amount.

Tracking your parcel

1. Tracking number by email We email your FedEx tracking number as soon as FedEx scans the shipping label, normally within 3 business days of payment.
2. Allow up to 24 hours A new tracking number often shows only “label created” for the first day. That is normal and does not mean the parcel is stuck.
3. Look it up any time Use the link in the email, or enter your order number and email address on our Track Your Order page.

If tracking has not moved for 7 days, email us with your order number and we will chase FedEx on your behalf.

Checking and changing your delivery address

• Please check the delivery address carefully at checkout, including the apartment or suite number and ZIP code.
• If you spot a mistake, email support@luvmuggs.com with your order number straight away. Until the FedEx label is printed we can correct the address at no cost.
• Once the label has been printed, the address on the order can no longer be changed by us.

Delays and exceptions

• Customs holds: occasionally a parcel is held for inspection. This usually adds a day or two; if it runs longer we contact FedEx on your behalf.
• Weather and carrier disruption: outside our control, but we will keep you informed if an order is affected.
• Public holidays: handling and transit times do not count weekends or public holidays in Hong Kong or the United States.
• Stock problems: if an item cannot be fulfilled, we email you and refund it in full straight away.

Damaged, lost or missing parcels

Undeliverable and refused parcels

If a parcel is returned to our warehouse because it could not be delivered — a wrong or incomplete address, a refused delivery, or a parcel left unclaimed at a FedEx location — we refund the goods total in full once it arrives back with us.

Shipping questions