Here is a concise, customer-centric Replacement & Refund Policy tailored for your Thread Mug custom gift and mug storefront. Because custom-made and personalized products require specific guidelines regarding returns, this text balances transparency for the buyer with operational protection for your store.

REPLACEMENT & REFUND POLICY

At Thread Mug, we take immense pride in creating high-quality, custom-made mugs and personalized gifts designed to bring a smile to your face. Because each item is uniquely crafted based on your custom text, photos, or designs, we approach our return policy with care.

Please read our guidelines below before placing your order.

1. CUSTOMIZED PRODUCTS (MUGS & GIFTS)

Because personalized items cannot be resold, we do not accept returns or exchanges for custom products if you change your mind or if an incorrect design/spelling was submitted by the customer.

However, your satisfaction is our top priority. We will gladly arrange a free replacement or a full refund if your item arrives under the following conditions:

  • Damaged in Transit: The item arrived broken, cracked, or damaged by the courier service.

  • Manufacturing Error: The print quality, text, or image does not match the customization details you submitted at checkout.

  • Wrong Item Received: You received an entirely incorrect product, design, or size.

2. HOW TO CLAIM A REPLACEMENT OR REFUND

If your order arrived damaged or incorrect, please let us know within 14 days of delivery by following these simple steps:

  1. Take Photos/Videos: Snap a clear photo or record a quick video showing the defect, damage, or incorrect printing, along with the packaging box.

  2. Contact Us: Send an email to Threadmug@gmail.com or reach out via contact form with your Order Number and the attached media.

  3. Review: Our team will review the details within 24 to 48 hours. Once verified, we will process your replacement or refund immediately—completely hassle-free.

Note: For items damaged during shipping, you do not need to mail the broken item back to us. Your safety is important; please dispose of any broken ceramic safely after sharing the photos.

3. ORDER CANCELLATIONS & CHANGES

Because we strive for fast turnaround times, our production team begins processing and printing custom orders shortly after they are placed.

  • Changes/Cancellations: If you need to change your customization details or cancel your order, you must contact us within 2 hours of placing the order.

  • Once an item has entered production or printing, the order can no longer be canceled or modified.

5. CONTACT US

If you have any questions regarding your order status, delivery, or a specific product issue, our support team is here to help:

  • Email: Threadmug@gmail.com

  • Operating Hours: Monday – Saturday: 10:00 AM – 6:00 PM EST

A special moment

For us, here at Thread Mug, it's important to make people happy with a personal gift. We put a smile on the faces of more than 8 million customers. And we'd love to put a smile on yours too!

  • Each product is carefully crafted with attention to detail and quality materials to ensure lasting beauty and functionality.

  • Standard shipping typically takes 5-7 business days. Express shipping options are available at checkout for faster delivery.

  • We offer a 14-day return policy for all unused items in their original packaging. Please contact our customer service team to initiate a return.


  • Simply enter your personalization details — such as a name, date, or short message in the text field on the product page before adding to cart. We'll print exactly what you enter in the same font, color, and style shown in the product.


  • Yes. For mugs we recommend a maximum of 15–20 characters and for blankets up to 25 characters for the best print result. Longer text may appear smaller to fit the design.


  • We'll place your text in the same location as shown in the product image, using the exact same font and design style. Names are automatically sized to fit perfectly whether short or long.

  • Our mugs are ceramic with vibrant, long-lasting print. Our blankets are made from soft, premium woven fabric designed to maintain color and texture through regular washing.

  • We aim to match the product images as closely as possible. However, slight variations may occur due to screen display settings and the printing process.

  • We offer a full refund or free replacement within 45 days of delivery. No return shipping is required.

  • Please email threadmug@gmail.com within 14 days of delivery with your order number and a photo of the damaged item. We will arrange a replacement or refund at no cost to you