Shipping Policy

Shipping Policy — TiltMug

Last updated: June 15, 2026

This policy explains how, when, and where we ship. We've made it specific because vague shipping policies are how customers end up disappointed.

Where We Ship

We currently ship to:

  • United States (all 50 states, including Alaska, Hawaii, and US territories)
  • Canada (all provinces and territories)
  • United Kingdom (England, Scotland, Wales, Northern Ireland)
  • New Zealand

If you'd like us to expand to additional countries, email us at info@tiltmug.com — we track requests and add countries based on demand.

Shipping Costs

Free standard shipping on every order.

The price you see at checkout is the price you pay. No handling fees, no surprise costs.

For international orders (Canada, UK, New Zealand), see the customs duties section below — those are paid separately at delivery and are not included in the order price.

Processing Time

Orders are processed and shipped within 1-2 business days of order confirmation.

Because our products are fragile, we take extra care packing each order to make sure it arrives safely — occasionally this adds a little time during busy periods.

Orders placed:

  • Monday through Friday before 12pm PT typically begin processing the same day
  • After 12pm PT or on weekends begin processing the next business day
  • On holidays begin processing the next business day

We'll always send you a shipping confirmation email with tracking the moment your package ships.

Estimated Delivery Times

After your order ships, expect delivery within:

Destination Estimated Time
Continental United States 7-14 business days
Alaska / Hawaii / US Territories 10-21 business days
Canada 7-14 business days
United Kingdom 7-14 business days
New Zealand 7-14 business days

These are estimates, not guarantees. Carriers occasionally experience delays beyond our control. International orders may experience additional delays during customs inspection.

Careful Packaging

Every TiltMug is packed with protective materials designed to survive the journey — even international shipping. If something does arrive broken despite our best efforts, we'll replace it free. See our Refund Policy for how to report a breakage (just email us within 7 days with a photo).

Tracking Your Order

You'll receive a tracking email the moment your order ships. Tracking updates may take 24-48 hours to appear in the carrier's system after the email is sent — that's normal.

For international orders, tracking handoffs between carriers (origin carrier → destination country carrier) sometimes show gaps of 3-5 days where the package appears to stop moving. This is normal and the package is still in transit.

If you don't see a shipping confirmation within 3 business days of placing your order, check your spam folder, then email us at info@tiltmug.com.

Customs Duties & Import Fees (International Orders Only)

For orders shipping to Canada, the United Kingdom, and New Zealand:

Your order may be subject to import duties, taxes, or VAT charged by the destination country. These fees are determined by the customs authority in your country and are paid by you at delivery.

  • Canada: GST/HST and provincial sales tax may apply
  • United Kingdom: VAT applies. For orders over £135, VAT may be collected at checkout. Below £135, VAT is collected by the carrier at delivery
  • New Zealand: GST applies on orders over NZ$1,000. Below that threshold, no GST is collected at the border

These fees are not included in your order total. We declare orders accurately and cannot mark packages as "gifts" or undervalue them — doing so violates customs law in all four countries we ship to.

If you refuse delivery because of unexpected customs charges, the package will be returned to us. We'll refund the order minus the original shipping cost we paid plus any return-shipping fees the carrier charges us.

Carriers We Use

We ship via USPS, UPS, FedEx, and DHL depending on your destination. International orders typically transfer to your local postal service (Canada Post, Royal Mail, NZ Post) for final delivery.

Address Accuracy

Please double-check your shipping address before checkout. We ship to whatever address you provide.

If you entered the wrong address and the package returns to us, we'll reship to the correct address at your cost. If the package is lost due to an incorrect address, we can't issue a refund.

If you realize you entered the wrong address right after ordering, email us at info@tiltmug.com immediately — if we haven't shipped yet, we can update it for free.

What If Your Order Is Late

If your order hasn't arrived within the estimated delivery window:

  1. Check the tracking number — "in transit" may mean awaiting customs clearance
  2. Wait 2-3 additional days — international packages often catch up after a delay
  3. Check with neighbors and household members
  4. For international orders, contact your local customs office
  5. If tracking shows no movement for 10+ days (5+ days domestic), email info@tiltmug.com

For confirmed-lost packages, we'll send a replacement at no cost.

Damaged Or Broken On Arrival

If your package arrives visibly damaged or the mug is broken:

  1. Take photos of the package and the item before unpacking further
  2. Email info@tiltmug.com within 7 days of delivery with the photos and your order number
  3. We'll send a free replacement right away — no need to return the broken one

Stolen Packages

If your tracking shows "delivered" but you didn't receive the package:

  1. Check around your delivery location
  2. Check with neighbors and household members
  3. Wait 24-48 hours
  4. File a missing-package claim with the carrier
  5. File a police report if you suspect theft

Once a package is marked delivered by the carrier, it's no longer in our control. We'll help you navigate the claim process but can't replace packages without a carrier-confirmed investigation.

Holiday Shipping

During holiday seasons (Thanksgiving, Christmas, New Year), shipping volumes spike and delays are more common. We post specific holiday shipping cutoff dates on our homepage. For guaranteed delivery by a specific date, email us before ordering.

P.O. Boxes & Military Addresses

We ship to PO Boxes via USPS in the US. APO/FPO military addresses are accepted with USPS, though we recommend a street address for fragile items when possible. For Canada, UK, and New Zealand, we ship to standard residential and commercial addresses only.

Returns From Outside The US

For international customers, return shipping costs are paid by the customer (unless the item arrived broken, defective, or wrong). Please email info@tiltmug.com before shipping anything back. See our Refund Policy for full details.

Contact Us

Shipping question? Email:

info@tiltmug.com

Include your order number. We respond within 24 hours, Monday through Friday.