Shipping policy
Where we ship
We ship to the United Kingdom, the United States, Canada, Australia and New Zealand.
Mugs are heavy and breakable, so we only ship where we can get them to you intact and at a sensible price. More countries will be added as that becomes possible.
Shipping cost
Free to the United Kingdom and the United States. No minimum, no thresholds, nothing added at checkout.
Canada, Australia and New Zealand pay one flat rate per order, shown in your own currency before you pay. It's a single charge, no matter how many mugs you order, so a set of two costs no more to ship than one.
How long it takes
Two stages: your mug is made, then it travels. Both are in working days, so weekends and bank holidays don't count.
| Production | Delivery | Total | |
|---|---|---|---|
| United Kingdom | 2-5 days | 4-5 days | 6-10 days |
| United States | 2-5 days | 5-7 days | 7-12 days |
| Canada | 2-5 days | 3-6 days | 5-11 days |
| Australia | 2-7 days | 3-5 days | 5-12 days |
| New Zealand | 2-7 days | 5-10 days | 7-17 days |
Production is when your mug is actually printed and cured. It starts as soon as your order comes through - you approved the design on screen before you paid, so nothing is waiting on us.
Where your mug is printed
We print close to you rather than shipping across the world.
- United Kingdom, United States and Canada - printed in your own country. Nothing crosses a border, so there's no customs charge and nothing to pay the courier at the door.
- Australia - printed at our partner facility in Australia, then sent by domestic post. Again, no border, no duties.
- New Zealand - printed in Australia and shipped across. Most orders of this size arrive with nothing to pay, but a customs or GST charge is possible and would be yours to settle. We'd rather tell you that now than surprise you later.
One honest exception in Canada: if the mug you've ordered happens to be out of stock at our Ontario facility, it can be printed in the United States instead. That's rare, and we'd still get it to you, but it does cross a border. If a charge lands on your doormat because of it, get in touch and we'll see what we can do.
Tracking
You'll get a confirmation email when you order, and a second email with tracking as soon as your mug ships. If tracking hasn't arrived within 3 working days, check your spam folder, then email us.
Please check your address
We print the address exactly as you enter it at checkout, postcode included. If it's wrong and the parcel comes back to us, we'll happily resend it - but we may need to charge for the reposting.
If you spot a mistake, email hello@hotshotmugco.com with your order number straight away. If we catch it before it ships, we'll fix it for nothing.
If something goes wrong in transit
Arrived broken? Email us within 30 days with a photo of the mug and the packaging. We'll send a replacement - no return needed.
Tracking hasn't moved in over a week? Get in touch, and we'll chase the courier. If a parcel is confirmed lost, we'll reprint and resend.
Marked delivered but not there? Check with neighbours, and behind the bins and the porch - couriers often leave parcels in unexpected places. If it hasn't turned up after 48 hours, email us, and we'll sort it out.
Ordering for a specific date
Birthdays, Mothering Sunday and Father's Day, the end of term, leaving dos, retirements, graduations - we know most of these mugs are going somewhere for a reason.
Use the totals above and add a few days of margin. December is busier than the rest of the year combined, and everything runs slower. New Zealand needs the most notice of all - work back from the date and give it three weeks if you can.
If you're up against a deadline, email us before ordering, and we'll tell you honestly whether it'll make it.