Frequently Asked Questions

Ordering and personalization

How do I add a name to a mug?

Open the mug you like, choose the available options, then type your name, initials or text into the personalization field on the product page before adding it to the cart. We print exactly what you enter, so check the spelling and capitalization first.

Can I see a proof before my mug is printed?

Our team checks every personalization request before it goes to print. If something looks off, such as text that will not fit the design or characters that cannot be printed, we email you before production starts.

How many characters can I use?

Each design has its own limit, shown on the product page. Shorter names and phrases print larger and are easier to read.

Can I order the same design with different names?

Yes. Add the mug to the cart once for each name, typing a different name each time. They can all be checked out in one order.

What are the mugs made of?

Our mugs are made of ceramic, and your design is printed onto the outside of the mug. Sizes and any other options for each design are listed on its product page.

Shipping and delivery

Do you charge for shipping?

Shipping cost to a United States address: Free. International shipping is available; cost and delivery time vary by destination, and the price is shown at checkout.

When will my order arrive?

Making your mug takes 2–4 business days, then delivery within the US takes 5–8 business days. For an order placed today, that means roughly Nov 11 – Nov 18. More detail is in our Shipping Policy.

How can I track my parcel?

We email a tracking number once the parcel ships. You can also use the Track Order page.

Changes, returns and problems

I made a typo. Can I fix it?

Yes, if you tell us within 24 hours of ordering. Email us with your order number and the corrected text and we will update it at no charge.

Can I cancel my order?

Cancellation is free for the first 24 hours. After that, orders that have not shipped can still be cancelled with a fee of 15%, because printing may already have started.

What is your return policy?

You can request a return within 30 days of delivery. Returns for personal reasons carry a restocking fee; returns caused by our mistake do not. See the Return & Refund Policy.

My mug arrived broken. What should I do?

Email photos of the mug and the box within 7 days of delivery. We will send a replacement or refund it, and you will not need to return the broken pieces.

Is there a warranty?

Yes, a 1 year warranty against printing and manufacturing defects. Details are on our Warranty page.

Payment and support

Which payment methods do you accept?

Visa, Mastercard, American Express, Discover, Apple Pay and Google Pay, processed securely by Stripe.

How do I contact you?

Email support@acustomname.com. Support hours: Monday – Friday, 9:00 AM – 5:00 PM (GMT+7).