Refund policy
Return & Refund Policy
Last Updated: August 13, 2026
We want you to be satisfied with your ThreadMug order. Return eligibility depends on the type of product purchased and the country to which the order was delivered.
To request assistance with a return or order issue, contact us at support@threadmug.com and include your order number.
United States Orders
Non-Personalized Products
Eligible non-personalized products may be returned within 14 days of delivery. If an order is delivered in multiple shipments, the return period begins when the last item in the order is delivered.
To be eligible for a return, the item must be in the same condition in which it was received, unworn or unused, with tags where applicable, and in its original packaging.
Please contact support@threadmug.com before returning an item. If the return is approved, we will provide return instructions and a return shipping label.
There is no restocking fee for eligible returns.
Personalized and Custom Products
Personalized, customized, or made-to-specification products are final sale and are not eligible for cancellation, return, or exchange for change-of-mind reasons.
This includes products created using customer-provided names, text, photographs, designs, or other custom specifications.
This does not affect our responsibility if an item arrives damaged, defective, incorrect, or otherwise not as ordered.
International Orders
This section applies to orders delivered outside the United States.
Non-Personalized Products
Eligible non-personalized products may be returned within 14 days of delivery. If an order is delivered in multiple shipments, the return period begins when the last item in the order is delivered.
Returned merchandise must be in the same condition in which it was received, unworn or unused, with tags where applicable, and in its original packaging.
Customers are responsible for arranging and paying all international return shipping costs for change-of-mind returns.
Original shipping charges, customs duties, import taxes, brokerage charges, and similar international charges are not refundable by ThreadMug except where required by applicable law.
Please contact support@threadmug.com before returning an item. We will provide return authorization and instructions for where the merchandise should be sent.
There is no restocking fee for eligible international returns.
Personalized and Custom Products
Personalized, customized, or made-to-specification products are final sale and are not eligible for cancellation, return, or exchange for change-of-mind reasons.
This includes products created using customer-provided names, text, photographs, designs, or other custom specifications.
European Union Customers
For eligible non-personalized products delivered to customers in the European Union, customers may exercise applicable cancellation and withdrawal rights within 14 days of delivery of the last item in the order, subject to applicable consumer-protection law.
For change-of-mind returns, the customer is responsible for the cost of returning the merchandise unless otherwise required by applicable law.
The statutory cooling-off right does not generally apply to goods made to the customer's specifications or clearly personalized.
Nothing in this policy limits any mandatory consumer rights or remedies provided by applicable law.
Damaged, Defective, Incorrect, or Not-as-Ordered Products
This section applies to all orders, including personalized products and international orders.
Please inspect your order when it arrives. If an item is damaged, defective, incorrect, or otherwise not as ordered, please contact support@threadmug.com within 14 days of delivery.
Please include:
- Your order number
- A description of the problem
- Photographs of the item and packaging where applicable
Please do not return the item unless we instruct you to do so.
After reviewing the issue, we will work with you to make the order right. Depending on the circumstances, the resolution may include a replacement, correction, or refund.
Where the issue is our responsibility, the customer will not be required to bear return shipping costs where applicable.
The 14-day reporting request does not limit any mandatory legal rights that may apply in the customer's jurisdiction.
Refunds
Once an eligible return is received and inspected, we will notify you whether the refund has been approved.
If approved, the refund will be issued to the original payment method within 10 business days. Your bank, credit card company, or payment provider may require additional time to process and post the refund.
If more than 15 business days have passed since we approved your refund and you have not received it, please contact support@threadmug.com.
Exchanges
For eligible non-personalized merchandise, the fastest way to obtain a different item is to complete the approved return process and place a new order for the replacement item.
Personalized and customized products are not eligible for exchanges for change-of-mind reasons.
Questions
For questions about returns, refunds, damaged products, or order issues, contact: