FAQs

Welcome to the Mugrs.com. Find the frequently asked questions in our FAQs. Any further inquiries, please feel free to contact us. We are always here to help.

TOP'S Q

1. How do I make a return?

We will accept the return ( quality problem): if item is damaged within 14 days of the purchase date.
Conditions apply:

  • 1. Original shipping costs (and duties, if applicable) are non-refundable.
  • 2. Refunds can be issued for store credit or to the original form of payment. Refunds will be issued 3 days after your return has been delivered.
  • 3. Orders placed with store credit can only be refunded in-store credit.
  • 4. Please email mugrs-official@outlook.com
  • 5. Any items purchased on sale are final sale with no returns or exchanges accepted.

    2. When will I receive my order?

    If you select standard shipping, your order is estimated to arrive within 8 - 12 days. Due to busy periods like the holidays or special promotions, there may be additional delays due to the high volume of orders.

    General

    1. Where are your products made?

    Our products are made by artisans in China in factories we've spent a lot of time getting to know and love. Quality is of paramount importance to us, so we only work with factories and suppliers that produce the highest quality products.

    2. Are MUGRS vegan?

    Yes! Our bags are vegan!

    3. Do you have a referral program? How does it work?

    We will! You can recommend MUGRS to your friends, family and coworkers here!

    • 1. Referral Bonus: For every new customer who makes a qualifying purchase using your referral link, you will receive a $10 discount code via email.
    • 2. Referral Bonus: $5 off your first order.

    4. Do you offer discounts for new customers?

    We will! You can sign up here with your email address and MUGRS will send you a welcome email with a discount code. With this code, you will receive 10% off your first purchase.

    5. Do you offer a warranty for your products?

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    Orders

    1. Can I edit or cancel my order?

    Of course, we’re able to make adjustments to the products, sizes, colours, or quantities if the order hasn't shipped yet. If you want to change, please contact us at within 24 hours.

    2. Can I use more than one discount code per order?

    Only one discount code can be used per order.

    3. My order has been charged but I have not received a confirmation. What should I do?

    We're sorry to hear you didn't receive a confirmation email for your order!
    Sometimes these emails can end up in your spam folder or junk inbox, so it's possible that's what occurred with your confirmation.
    Please check in those locations and if you're still not able to find your email, please contact mugrs-official@outlook.com and we'll be happy to assist you further!

    4. Why is an item missing from the order I received?

    We're sorry to hear that you didn't receive your full order! There can sometimes be an inventory discrepancy that causes orders to short-ship. We do our best to reach out to customers to inform them of this as soon as we're aware. If you've received a partial order please reach out to us at mugrs-official@outlook.com and we'll be happy to help!

    5. Why isn't my discount code working?

    If your discount code isn't working, please double check that it hasn't expired and meets all of the conditions of the code! If you have any questions, please email mugrs-official@outlook.com and we'd be happy to look into it for you!
    Please note - our discount codes are valid during site-wide sales.

    6. Can I pay with more than one card at checkout?

    Unfortunately, we can only process one payment method per order (except for MUGRS Gift Cards).

    7. Why does my online credit card payment fail?

    Credit card payments can be declined for a number of reasons, including incorrect billing information. Try contacting your bank or credit card service as they can usually provide more information.

    Shipping

    1. How do I track my order?

    When you place your order, you will receive a shipping confirmation email. You can find your tracking number in that email. You can also track it on https://mugrs.com/pages/order-tracker with your tracking number.

    2. Does MUGRS offer international shipping?

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    3. My order says "delivered" but I haven't received it?

    • First method, Please reach out to us at mugrs-official@outlook.com if your order has been marked as delivered but you have not received it. 

    • Second method, you can immediately contact the post office in the location.

    Please note that in some cases, parcels can get marked as delivered on the tracking but still take a couple of days to physically arrive!

    4. My item arrived damaged, how can you help me?

    We are so sorry you received a damaged item! Our Customer Care team would be happy to assist you with a solution within 14 days of purchase. The item must be unworn, with the hang tags attached. Please email us at mugrs-official@outlook.com with the following information: 

    • 1. A photo of the damage
    • 2. A photo of the front of the item for identification
    • 3. A photo of the tag for sizing
    • 4. Your order number

    5. My order was marked as "Return to Sender". What happens next?

    Unfortunately, we cannot reroute orders that have been marked as 'Returned to Sender'. 
    Orders can be returned to us by the carrier for several reasons including issues with the address provided or if the item was not claimed for several business days after being made available for customer pick-up. 
    Please note this some cases: address of consumer; email, phone number. Please ensure the information corectly when you checkout this order.
    Please note that if shipping was paid on the order, this cost is not eligible for a refund.

    6. Can I change my shipping address?

    For security purposes, we're able to change the address on an order entirely If your order has not yet shipped.If your order has shipped and you want to completely change the shipping address, we may be able to cancel your order and you can place a new order with the correct address. Please contact our Customer Care team (within 24 hours) at for assistance. Email: mugrs-official@outlook.com

    Returns

    1. What is your exchange policy?

    You can contact us for an exchange before the package is shipped. However, due to the time it takes to process exchanges and the limited nature of most of our inventory, we do not usually offer exchanges.

    We recommend that you reorder your favorite bag and return your current order for a refund by following the steps above.

    2. General Returns Disclaimer:

    • 1. Please note that the items must be returned in perfect condition in their original packaging, along with any accompanying accessories, documents, and hangtags provided when sending your order.
    • 2. Please provide us with the name of the Express and the return tracking number once available. You may send them to mugrs-official@outlook.com
    • 3. The return delivery fee will need to be paid by the customer if not the product quality problem.

    3. How long will it take to receive my refund?

    Different forms of payments have different proceding times! Most refunds should be received within 1-3 business days. If you haven't received a refund within 5 business days, please email mugrs-official@outlook.com and we'd be happy to look into this for you.

    4. Can I exchange for an item that is sold out.

    Of course, we are able to offer exchanges for a size that is sold out. But we do not guarantee that every product will be restocked.

     

    Didn't find the answer to your question?

    For more information on other issues, please contact us.