DiscountMugs FAQs

We proudly accept all major credit cards (Visa, Master Card, Discover and American Express), personal checks, PayPal and wire transfers. Please make checks payable to Discountmugs.com and include your order number on memo section of the check. Send checks to Discountmugs P.O. BOX 919800, Orlando, FL32891-9800. Check payments will not be accepted for rush orders and will delay production time.

We’ve implemented security measures to protect you from fraudulent transactions. If the billing information does not match system records, the payment will not be approved. For further assistance, please contact us with the provided error code.

Glitches may occur from time to time and we cannot honor pricing discrepancies such as $0.00 or penny pricing. If you have a question regarding an item’s availability, please contact us: 1-800-579-7152. We thank you for your patience while we optimize your shopping experience!

We send weekly specials and coupon codes to our subscribers. Please subscribe to receive our special e-mail offers. We may occasionally offer special pricing and/or free shipping, however these discounts will not be honored on orders that have already been placed. Coupon codes are applied to merchandise total only and may not be combined with Mug Bucks or any other Promo Code.

Instore credits can be used to place an order and can be combined with live promo codes. You can also redeem your Mug Bucks while applying your Instore credit code to your order. Promo codes and Mug Bucks cannot be combined.

Mug Bucks can be used by themselves or with Instore credits. Mug Bucks cannot be combined with promo codes. We recommend using the option that provides the greatest discount for your order.

When we receive an order, our team goes to work on finalizing art, setting up screens and scheduling equipment. As a result, once an order enters production, we are unable to cancel or make any changes to your order.

After placing your order, you will receive an email with a designated username and password. You may use them to log into your account, where you can track the progress of your order. You can quickly navigate to this page by clicking here.

Sign in to your account to verify your estimated delivery date. Typically, our orders do arrive by the date provided, but time requirements for the printing process or failure to provide high quality, camera ready artwork may cause your order to arrive later than originally estimated. Please select a rush delivery option in the shopping cart if you require a guaranteed delivery date.

Depending on the size and complexity of your order, the estimated production time could last anywhere from 6 to 10 business days. Due to varying production times, paying for expedited shipping does not guarantee you a promised delivery date. We suggest placing your order far in advance to the day you’d like it delivered.

Rush options are available on select items and print methods at an additional cost. Please select a rush delivery option in the shopping cart if you require a guaranteed delivery date. If an order arrives late due to a production delay, we will refund the total delivery fee. By selecting a rush date you waive any proofing options, and if you require a proof, your guaranteed date may be delayed dependent upon proof approval.

All package orders will be shipped via FedEx or Motor Freight, depending on the destination and weight/size of the shipment. We take extra care in packaging your order and make sure it gets inspected by the carrier before being shipped. If you need to make special delivery arrangements, please call our sales team before placing your order at 1-800-579-7152.

We only ship to the USA (including Puerto Rico) and Canada. Free shipping specials apply only to the contiguous USA. Shipping fees will be charged on every order shipping to Alaska, Hawaii, Puerto Rico, and Canada. For orders shipping outside the USA - INCLUDING CANADA – local duties and/or taxes are included. Delivery dates for orders shipped outside of the USA are essentially estimates, and in no event will we be liable for any delays in delivery. If you require shipping to a different country, we can ship to a freight forwarder of your choice

Upload your artwork using our DesignLab tools. Click on the Start Designing Now button in the product details page, then select the Upload Your Own Art/Logo option. Select from library and follow instructions to submit. If you have already placed an order, there is also an Upload Artwork option on the footer of our website, or you can submit your design via email. Please send artwork and detailed imprint instructions to art@discountmugs.com – be sure to reference your DM order number in the subject line. If we do not receive your artwork and/or imprint instructions in a timely manner your order may be subject to delays.

- High resolution, camera-ready artwork. (300 dpi or better)
- Software application files saved in any of the following applications are acceptable

(PC compatible format):
- Photoshop File .PSD
- Illustrator File .AI
- Vector Art File .EPS
- Other Image File Types: .TIF, .JPEG, .PNG, .BMP

Please note: all fonts must be included with your art file and/or imprint instructions.

Due to finite imprint areas, we reserve the right to resize your design to fit the allotted space for personalization. However, you may request a specific imprint size, as long as it doesn’t exceed the maximum imprint area of the item you ordered. Please see the product page details for imprint area sizes.

We will not accept designs that contain multiple advertisements. If the imprint area allows it, you may choose to include two small logos. Orders with large amounts of text may cause production complications or errors in your order. We will not print bar codes or any kind of scan logo (QR codes).

At DiscountMugs, we love seeing the many wonderful designs going through production. However, we do require that all copyrighted and trademarked artwork must belong to you, or you have the owner’s express permission to reproduce it. By ordering with DiscountMugs, you warrant that your design does not infringe on any rights of any third party. When you submit an order with DiscountMugs, we maintain the right to modify and vectorize your design for the purpose of fulfilling your order. In addition, we may utilize your design to personalize your website and email experience by showing you a preview of your design on a variety of products we offer.

Discount Mugs uses in house created logos for web display purposes, samples and marketing material. Your logo will not be reproduced on printed items without your permission. In the event that your logo is displayed on our site from a previous order, we can remove the logo immediately.

Simply call our Sales Team at 1-800-579-7152 and reference your previous order number. We will take care of the rest.

If you order the exact same product with the exact same artwork and imprint color as your previous order, a re-order screen fee of $15.00 will be assessed rather than the full $50.00. Any changes made to the item or the artwork will incur a new setup fee of $50.00. To process a re-order, simply call our Sales Team at 1-800-579-7152.

- We do not accept designs with multiple advertisements; in some cases we can allow 2 very simple logos on 1 side if the imprint area allows it.
- We do not accept orders with a very large amount of text, wrapping around the items covering most of the item, as these are problematic for production.
- We do not accept orders that require printing a bar scan or any type of scan logo (including QR codes) as this is problematic and could risk the barcode not scanning properly.
- Please feel free to contact our art dept at 1-800-579-7152 ext. 5006. To review your logo/design.

You may order a pre-production sample with your own artwork for a $150.00 cost. As with blank samples half of the amount paid for will be credited towards your next bulk order. Please contact our sales team at 1-800-579-7152 for more information.

The industry standard for customized products dictates a no return and a no refund policy. However, if an order is not well received due to an error on our part, we will reprint the order and ship it Ground Service. When an error has been confirmed, (upon following instructions under “Place a Ticket/Customer Service”) we will make every attempt to promptly reprint the order. We will process the reprint order exactly as you had originally requested plus any necessary corrections. The product, logo/artwork or imprint color cannot be changed when processing the reprint unless pre-approved by us.

We apologize for any inconvenience this is caused you. If your order didn’t arrive with the right amount of pieces, please contact our customer service department: 1 800-579-7152.

As an added convenience to our customers, we carry white cardboard gift boxes for most of the items that we stock. These boxes do not ship out with the order itself; they follow shortly thereafter. In the event the gift boxes are not received, please place a Customer Service ticket here to report missing Gift Boxes or Accessories, so we can resolve the issue promptly. Failure to receive the gift boxes will not be grounds for canceling an entire order. The gift boxes do require some assembly.