Shipping Policy
Every A Custom Name mug is printed after you order it. That means delivery time has two parts: the days we need to make your mug, and the days the carrier needs to bring it to you.
Shipping cost
- United States: Free.
- Other countries: International shipping is available; cost and delivery time vary by destination. The exact shipping charge for your address appears at checkout before you pay.
How long it takes
| Step | Time |
|---|---|
| Production (personalizing, printing, checking and packing your mug) | 2–4 business days |
| Transit within the United States | 5–8 business days |
Added together, an order placed today would arrive between Nov 11 – Nov 18.
Business days do not include weekends or public holidays. Orders placed before 5:00 PM ET on a business day count that day as the first day; orders placed later start on the next business day. Carrier delays caused by weather, peak seasons or address problems can add time; we will let you know if we see a delay on our side.
Orders with several mugs
If you order more than one mug, they may be printed together and sent in one box, or sent in separate parcels when that gets them to you sooner. You will receive tracking for each parcel.
Tracking your order
As soon as the carrier picks up your parcel we email you a tracking number. You can also check the status at any time on our Track Order page using your order number and billing email.
Address accuracy
Please double-check your shipping address before paying. If you notice a mistake, email us during the first 24 hours after ordering and we will update it free of charge. After the parcel has left the studio we cannot redirect it; a parcel returned to us because of an incorrect address can be re-sent once the new shipping cost is covered.
Lost or damaged in transit
Ceramic is packed with protective material, but accidents happen. If your mug arrives broken or chipped, email photos of the mug and the packaging within 7 days of delivery and we will send a replacement or refund at no extra cost. If tracking shows no movement for an unusually long time, contact us and we will open a claim with the carrier.
Customs and import fees
For orders outside the United States, any customs duties, import taxes or brokerage fees set by the destination country are the responsibility of the recipient and are not included in our prices or shipping charge.
Questions
Email support@acustomname.com. Support hours: Monday – Friday, 9:00 AM – 5:00 PM (GMT+7).