Everything about how your order gets to you: where it comes from, who carries it, how long each stage takes, what it costs, and what the 10% line at checkout is for. These are the same figures used by our checkout.
Where orders ship from
All orders are packed and dispatched from the LuvMuggs warehouse at 10/F, Wyler Centre 1, 202-210 Tai Lin Pai Road, Kwai Chung, New Territories, Hong Kong. We hold our own stock there. There is no drop-shipping and no third-party logistics provider involved in any order placed on this site.
Our California address is not a warehouse. 8028 Harrison St, Paramount, CA 90723, United States is the registered business office. No stock is held there and nothing ships from it.
Carrier
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 premium service to upgrade to. One carrier means one tracking format, one claims process, and one set of delivery estimates that we can actually stand behind.
Delivery cost
Delivery is free on every order. There is no minimum spend, no free-shipping threshold to reach, and no surcharge for heavier mugs, larger sets or remote ZIP codes. The shipping line on your order will read $0.00.
Handling time and transit time
Total delivery time is handling time plus transit time. Both are counted in business days and both start once payment has cleared, not when the order is placed.
- Handling time: 1-2 business days. How long it takes the warehouse to pick, pack and hand the parcel to FedEx.
- Transit time: 7-10 business days. FedEx’s part, from Hong Kong to your address, including customs clearance.
So a typical order arrives 8-12 business days after payment. If an order is going to miss that window – a stock issue, weather, a customs hold – we email you rather than letting you find out from the tracking page.
Rates and charges
| Service | Carrier | Ships from | Handling | Transit | Cost |
|---|---|---|---|---|---|
| Standard International Delivery | FedEx | Kwai Chung, Hong Kong | 1-2 business days | 7-10 business days | Free on every order |
FedEx is the only carrier we use - there is no second service to choose between and no paid upgrade. Handling and transit are counted in business days (Monday to Friday, excluding public holidays) and start once payment has cleared, so a typical order arrives 8-12 business days after you place it.
| Charge | Rate | When it is shown |
|---|---|---|
| Delivery | Free | Always $0.00 - shown on the cart and checkout pages |
| Import duty & tax (10%) | 10% of the goods total | Its own line on the cart and checkout pages, before payment |
A 10% import duty and handling charge applies to every order, calculated on the goods total and shown as a separate line before you pay. Because parcels are dispatched from Hong Kong, this charge covers the import duty and customs handling on the shipment. Paying it at checkout means the carrier does not ask you for anything on delivery.
The 10% import duty and tax
Because your parcel travels from Hong Kong into the United States, it is an import. A 10% import duty and tax is calculated on the goods total and added at checkout as a separate, clearly labelled line. You will see it in the order summary before you enter any payment details.
We collect it up front on purpose. The alternative – letting the carrier bill you at the door – is how most international orders go wrong, and it is not a surprise we are willing to hand to a customer. Once you have paid at checkout, nothing further is owed on delivery. If FedEx or anyone else ever does ask you for a customs payment on a LuvMuggs order, send us the paperwork and we will refund you.
Delivery is not taxed, because delivery is free.
Where we ship
We ship to all 50 US states, the District of Columbia, and US territories served by FedEx. We do not currently ship anywhere else. We cannot deliver to freight forwarders.
Tracking
A FedEx tracking number is emailed as soon as the label is scanned. Tracking can take up to 24 hours to start updating – a number that shows “label created” on the first day is normal. You can also look up an order on our Track Your Order page using the order number and the email address on the order.
Address problems
Please check your address at checkout. If you spot a mistake, email support@luvmuggs.com with your order number immediately – if the label has not been printed we can correct it at no cost. Once it is printed the address cannot be changed.
If a parcel is returned to us as undeliverable (wrong address, refused, unclaimed at the depot), we refund the goods and the duty once it arrives back at the warehouse.
Damaged, lost or missing parcels
- Damaged in transit: email us a photo of the mug and of the outer box within 7 days of delivery. We send a replacement or a full refund, whichever you prefer, and you pay nothing.
- Tracking says delivered but nothing arrived: check with neighbours and around the property first. If it has not appeared after 48 hours, contact us and we will open a claim with FedEx and resolve it with you directly.
- Tracking has not moved for 7 days: contact us. We will chase FedEx on your behalf.
Questions
Email support@luvmuggs.com – the fastest route – or call +1 949-407-8573, Monday to Friday 9:00 AM – 6:00 PM Pacific. We reply within one business day.