Shipping Policy

1. Processing Time

All products sold by Mug Factory are custom-printed to order. Processing time refers to the time taken for your order to move through our internal production process before dispatch to the delivery partner.

• Standard orders: We generally require 1–2 business days to process your order after it exits the 1-hour cancellation window and enters production.
• Production time by printing method (indicative):
  • Sublimation printing: approximately 1–2 business days
  • UV DTF printing: approximately 1–2 business days
  • Laser engraving: approximately 2–3 business days
• Bulk orders (100+ units): Processing and production may require approximately 5–10 business days, depending on quantity, design complexity, and printing method.
• Business days: For the purposes of this Shipping Policy, business days mean Monday to Saturday, excluding public holidays in Karnataka, India.

2. Delivery Partners

• Our primary logistics partner for domestic deliveries is Delhivery Pvt Ltd ("Delhivery"), one of India's largest and most widely used courier services.
• For local deliveries within Bangalore, we may use our own delivery staff and/or third party hyperlocal delivery partners.
• For bulk orders exceeding 500 units, we may arrange custom logistics through dedicated freight or logistics partners, based on shipment size, destination, and specific customer requirements.

3. Estimated Delivery Times

The time frames below apply after dispatch of the shipment from our facility. They are provided as estimated delivery dates (EDD) only and are not guaranteed delivery dates.

• Bangalore (local): approximately 1–2 business days after dispatch
• Metro cities (Mumbai, Delhi, Chennai, Hyderabad, Kolkata, Pune): approximately 3–5 business days after dispatch
• Tier 2 cities: approximately 5–7 business days after dispatch
• Tier 3 cities and rural areas: approximately 7–10 business days after dispatch
• Remote or difficult-to-access areas: approximately 10–14 business days after dispatch

IMPORTANT: THESE DELIVERY TIME FRAMES ARE ESTIMATES ONLY. ACTUAL DELIVERY DATES MAY VARY DUE TO COURIER OPERATIONS, WEATHER CONDITIONS, TRAFFIC DISRUPTIONS, LOCAL RESTRICTIONS, AND OTHER FACTORS BEYOND OUR REASONABLE CONTROL.

4. Shipping Charges

• A flat shipping fee of ₹50 (inclusive of applicable taxes, if any) is charged per order for standard deliveries.
• Orders with a total cart value above ₹999 are eligible for free standard shipping.
• For bulk orders of 100 or more units, shipping charges are calculated based on weight, volumetric dimensions, shipment configuration, and destination. A custom shipping quote will be provided as part of your bulk order estimate.
• Shipping charges are generally non-refundable. Shipping charges will be refunded only where expressly stated in our Cancellation, Returns & Refund Policy, including for cancellations within the 1-hour cancellation window and in cases of defective, damaged, or mis-shipped products.

5. Order Tracking

• Once your order is dispatched, tracking information will be shared with you via email from our order confirmation system and, where available, via WhatsApp notification using the contact number provided at checkout.
• You may track your order at mugfactory.in/track using your Mug Factory order ID.
• Tracking details and status updates are provided by the logistics partner (primarily Delhivery). There may be a delay of approximately 12–24 hours between the time of dispatch and the first tracking update appearing on the tracking portal.

6. Packaging

• Each mug is individually wrapped in bubble wrap or equivalent protective material.
• Mugs are placed in custom-fit foam inserts or other cushioning materials within double-walled corrugated boxes designed to withstand normal courier handling.
• All packages are clearly labeled with "FRAGILE  — HANDLE WITH CARE" or equivalent instructions.
• Gift kits and multi-item orders are packed in reinforced cartons with appropriate dividers and fillers to prevent movement during transit.
• Steel bottles, flasks, and similar products are wrapped in protective foam sleeves or equivalent cushioning material before being boxed.
• While we take reasonable and industry-standard precautions to prevent transit damage, certain risks inherent to shipping are outside our control. For remedies in the event of transit damage, please refer to Section 9 of this Shipping Policy and to our Cancellation, Returns & Refund Policy.

7. Pincode Serviceability

• We currently deliver to over 20,000 pincodes across India through Delhivery and other logistics partners.
• Serviceability for your pincode is checked automatically during checkout based on the delivery address you provide.
• If your pincode is not serviceable, you will be notified during the checkout process before payment is completed.
• If your pincode is shown as unserviceable but you still wish to place an order, you may contact us at support@mugfactory.in. Where feasible, we will explore alternative delivery arrangements on a case-by-case basis. AVAILABILITY OF SUCH ALTERNATIVE ARRANGEMENTS CANNOT BE GUARANTEED.

8. International Shipping

• International shipping is currently not available.
• We presently serve only delivery addresses located within the territory of India.
• For international bulk or corporate inquiries, you may write to support@mugfactory.in. Any such requests will be evaluated on a case-by-case basis and may be declined at our discretion.

9. Damaged in Transit

If your product is delivered in a damaged condition, or the packaging appears crushed, opened, or tampered with, the following terms apply:

• You must report transit damage within 24 hours of delivery to support@mugfactory.in.
• Your email must include: (a) the order number; (b) clear photographs of the damaged product; (c) clear photographs of the outer and inner packaging; and (d) a brief description of the issue.
• Upon validating your claim, we will offer you a choice of either a FREE REPLACEMENT (re-printed and re-shipped at no additional cost) or a FULL REFUND to your original payment method, in accordance with our Cancellation, Returns & Refund Policy.
• You must retain the damaged product and all packaging materials until your claim is resolved. DO NOT DISCARD THE PRODUCT OR PACKAGING UNTIL WE CONFIRM THAT IT IS NO LONGER REQUIRED FOR INVESTIGATION OR CLAIMS PROCESSING.

FOR DETAILED CONDITIONS AND PROCEDURES RELATING TO REFUNDS AND REPLACEMENTS, PLEASE REFER TO OUR CANCELLATION, RETURNS & REFUND POLICY AVAILABLE AT /RETURNS.

10. Lost Shipments

• If your order has not been delivered within 15 days of dispatch, you should contact us at support@mugfactory.in with your order number.
• We will raise an investigation with our logistics partner and generally aim to obtain an initial response within approximately 48 hours.
• If the logistics partner confirms that the shipment has been lost in transit and cannot be delivered, we will offer you the choice of either a FULL REFUND of the order value or a FREE RE-DISPATCH of the order, subject to product availability.
• If the tracking status shows "Delivered" but you have not received the package, you must notify us within 48 hours of the "Delivered" status appearing. We will coordinate with the logistics partner to investigate the delivery status, which may include address verification, delivery confirmation, and other checks.

11. Force Majeure

Delivery may be delayed or prevented due to circumstances beyond our reasonable control, including but not limited to natural disasters, floods, earthquakes, cyclones, epidemics or pandemics, government-imposed restrictions or lockdowns, courier or logistics strikes or operational disruptions, political unrest, war, acts of terrorism, or prolonged power or infrastructure outages.

In any such event, we will make reasonable efforts to keep you informed and to fulfil your order as soon as it becomes practicable to do so. However, such delays shall be treated asFORCE MAJEURE EVENTS and shall not, by themselves, entitle you to any compensation, damages, or other remedies beyond those set out in our Cancellation, Returns & Refund Policy and your statutory rights under applicable consumer protection laws.

12. Bulk Order Shipping

• For orders of 100 units or more, a custom shipping quote will be provided as part of your bulk order estimate, reflecting shipment weight, volume, destination, and any special handling requirements.
• A dedicated account manager or point of contact may be assigned for coordination of packing, dispatch, and delivery schedules.
• Palletized or consolidated shipping options may be offered for orders of 500 units or more, depending on the destination and logistics partner capabilities.
• We support multiple delivery addresses for bulk or corporate orders (for example, distributed teams or multiple office locations), subject to feasibility and additional shipping charges where applicable.
• Custom packaging, labeling, or branding for corporate orders may be provided on request and will be quoted separately.
• For all bulk shipping enquiries, please contact support@mugfactory.in.

13. Contact

For all shipping-related queries, clarifications, or complaints, you may contact us using the details below:

• Email (Support): support@mugfactory.in
• Website Contact Form: mugfactory.in/contact
• Legal / Grievance Redressal: legal@mugfactory.in