Refund policy

At Pugsonmugs.com, we want every "pug parent" to be wagging their tail with joy! Because our mugs are custom-crafted specifically for you the moment you order, we have a specific set of guidelines for refunds and replacements.

1. Damaged or Defective Mugs (30-Day Window)
If your mug arrives with a "ruff" start—such as being broken in transit, misprinted, or defective—we will send you a replacement at no extra cost!

• The Clock Starts: You must report the issue within 30 days of receiving your mug.
• What we need: Please email us at with your order number and a clear photo of the damaged item. We don’t usually ask you to mail the broken mug back; the photo is all we need to get a new one into production for you!

2. Lost in the Kennel (Packages Lost in Transit)
If your pug mug seems to have lost its way and never arrives, don't worry! For packages lost in transit, all claims must be submitted no later than 30 days after the estimated delivery date. Once confirmed as lost by the carrier, we will fetch a replacement for you immediately.

3. Change of Mind (Buyer’s Remorse)
Because each mug is printed to order with your specific AI pug design, we cannot offer refunds or exchanges if you change your mind or simply don't want the item anymore. We recommend double-checking your design choice before hitting that checkout button!

4. Wrong Address
If you provide an address that the courier considers insufficient, the package will be returned to our fulfillment facility. We’ll be happy to reship it to you at your updated address, but you will be responsible for the cost of the new shipping label.