How Our Custom Mug Process Works
Many of the mugs featured across our website display personalized artwork, including names, warfare insignia, hull numbers, commands, and other unique details. These images are examples of what we can create. Customers can design and purchase their own personalized mug directly through our custom mug product page, add it to their cart, and complete payment during checkout.
More Sizes, More Options
Customers can choose from 11 oz, 15 oz, or 20 oz mugs, along with the available customization options shown on the product page. Pricing updates based on the selected size and options, so the total is clearly displayed before the order is added to the cart.
A Streamlined Custom-Order Process
Our updated process allows customers to submit their customization details and pay for their mugs in a single transaction. Once an order is received, our designer prepares the artwork using the information, wording, spelling, numbers, insignia, images, and other details provided with the order.
Each design is prepared to keep the finished product balanced, legible, and visually clean. Because every custom order is unique, the final size, positioning, spacing, or placement of design elements may vary slightly from website examples or other previously produced mugs.
Please Review Your Customization Carefully
We do not send a design proof or mockup for customer approval before submitting a custom mug to production. The information entered and the files uploaded on the product page will be treated as the customer’s final production instructions.
Before placing an order, customers should carefully verify all names, dates, hull numbers, ranks, titles, spelling, punctuation, insignia, artwork, and other customization details. By completing checkout, the customer confirms that the submitted information is accurate and authorizes Old Salt Coffee Company to create the mug using those details.
We will make a reasonable effort to identify obvious errors or missing information. When we notice a potential problem, we may contact the customer using the email address or telephone number provided with the order. However, we cannot guarantee that every error will be identified. If we do not receive a timely response, we may proceed using the information originally submitted so the order is not unnecessarily delayed.
Old Salt Coffee Company is not responsible for errors contained in the customer’s submitted instructions, including misspellings, incorrect numbers, incorrect dates, incorrect insignia, or other inaccurate customization details. A mug produced according to the information submitted with the order is not considered defective and is not eligible for a replacement or refund.
Production and Delivery
Once the artwork has been prepared, the mug is submitted to production. Because production may begin shortly after an order is placed, changes or cancellations cannot be guaranteed after checkout. Custom mugs typically require several business days for production, followed by shipping time to the destination.
Replacements and Refunds
Because custom mugs are made specifically for each customer, they are not eligible for returns, exchanges, or refunds due to customer-submitted errors, changes of mind, or dissatisfaction with customization details that were produced as ordered.
We will provide a replacement when a mug arrives damaged during shipping or contains a verified production defect. Customers must contact us and provide clear photographs showing the damage or defect, along with photographs of the shipping packaging when applicable. These photographs are required so we can document the issue and arrange a replacement with our production partner.
When a replacement is approved, we will reproduce and resend the mug whenever possible. A refund will be issued only when we are unable to provide a replacement, such as when the selected base mug is out of stock, has been discontinued, or is otherwise unavailable from our production partner.