Frequently Asked Questions
How much does shipping cost?
Shipping costs will vary depending on the shipping destination and the number of items that you purchase
How long will it take to ship my order?
Orders typically ship within 5-20 business days. Shipping times vary based on the product and destination.
To view estimated shipping times for your orders, please visit the Track Your Order page https://www.mugfamily.com/orders/track. You can track your package's delivery progress at any time from this area.
What are the sizing specs of my order?
I’m having issues placing an order.
What is the status of my order?
I need help with a late order.
My tracking number isn’t working.
I’d like to modify my order.
I’d like to cancel my order.
My order is missing or defective.
Can I add a coupon code after an order is placed?
Can I use multiple promotions for an order?
Some of our Coupons can be combined while others can't. Since our coupon system can handle many situations, the best way to know is to add the coupon during checkout and our system will notify you if a coupon is usable. Below are some examples of possible situations you might encounter:
- Sitewide Promotion for "Free Shipping".
- Have a "10% Off" Coupon code. This coupon can be combined. Your cart is eligible for "Free Shipping" and an additional "10% Off".
- Sitewide Promotion for "Free Shipping".
- Have a "10% Off" Coupon code. This coupon can not be combined. Your cart is only eligible for "Free Shipping", but not "10% Off".
- Sitewide Promotion for "10% Off".
- Have a "10% Off" Coupon code. This coupon can be combined. Your cart is only eligible for one "10% Off" discount.
What payment methods do you accept?
We currently accept the following forms of payment:
Credit Cards: We accept Visa, American Express, Mastercard, and Discover
Debit Cards: We accept debit cards featuring the Mastercard or Visa logo. If you’re paying with a pre-paid debit card, you must register them before using them for online purchases. You can do this by following instructions on the card or contacting their own support teams.
PayPal: PayPal allows members to have a personal account linked to any bank account or credit card for easy payment at checkout.
Sofort: Sofort allows European customers to use their online banking details as a payment method. It is available in the following European countries: Austria, Belgium, Czech Republic, France, Germany, Hungary, Italy, Netherlands, Poland, Slovakia, Spain, Switzerland and UK. This payment method is only available to customers shipping to the eurozone.
GiroPay: GiroPay enables online customers in Germany to pay via direct bank transfer. This payment method is only available to customers shipping to the eurozone.
How secure is my payment?
We take your security very seriously by verifying each transaction with the credit company and processing only those orders if the credit company so authorizes it. In the case of a suspicious or declined transaction, our company may contact you to confirm the validity and ensure your identity or cancel that order with full notification.
On credit/debit cards, CVV verification is required before any order can be completed. Additionally, most credit cards and Paypal offer buyer protection for online purchases. Please contact them directly for specific details as it may vary from one financial institution to another.
Our website protects your information during transmission by using Secure Sockets Layer (SSL) software, which encrypts information you input at 128-bit strength. This is often symbolized on most web-browsers by a small padlock appearing on the bottom bar of the window and the address of the window changing from http:// to https://, meaning a secure connection. In the event that an order cannot be completed, please contact our Customer Service. If our website cannot establish a secure connection, we will not risk your confidential information (it will not be transmitted).
What is the security code?
Credit and debit cards have a security code located on them to offer additional protection. For most cards it will be a 3-4 digit number located on the back. For American Express cards, look on the front side for a 3-4 digit number.
Is my credit/debit card charged as soon as I order a product?
Yes, your charge is processed immediately. It may show up initially as an authorization on your account, and then, as it is accepted it will show as a charge on your statement.