Refund policy

Return & Refund Policy

Last Updated: June 29, 2026

At Franklin Mugs, every item is handcrafted with care, time, and attention to detail. Because each product is handmade rather than mass-produced, we ask that you read our return and refund policy carefully before placing your order.

By purchasing from our store, you agree to the terms outlined below.

Handmade Products

Every mug is individually handmade, meaning no two pieces will ever be exactly alike. Small differences in wood grain, color, texture, engraving depth, or finish are completely normal and are considered part of the unique character of handcrafted products. These natural variations are not defects and therefore do not qualify for refunds or replacements.

No Refunds for Change of Mind

We do not accept returns or issue refunds if you simply change your mind after placing an order.

This includes, but is not limited to:

  • Ordering by mistake

  • Deciding you no longer want the item

  • Purchasing the wrong product

  • Finding a lower price elsewhere

  • Not reading the product description before ordering

  • Personal preference after receiving the item

  • Deciding you no longer need the product

Please make sure you carefully review your order before completing your purchase.

Damaged or Defective Items

If your order arrives damaged during shipping or you receive an incorrect item, please contact us within 48 hours of delivery.

To help us resolve the issue quickly, please include:

  • Your order number

  • Your full name

  • Clear photos of the damaged item

  • Photos of the shipping box and packaging

  • A brief description of the issue

Once we review your claim, we will determine whether a replacement or refund is appropriate.

Lost Packages

If your tracking information shows that your package has been delivered, but you cannot locate it, please first:

  • Check around your property

  • Ask household members or neighbors

  • Contact your local delivery carrier

Franklin Mugs is not responsible for packages that have been marked as delivered by the shipping carrier.

Shipping Delays

Because our products are handmade, production times may vary depending on current order volume.

Estimated production and shipping times are provided on our website, but these are estimates only and may occasionally be extended due to:

  • High order volume

  • Holidays

  • Weather conditions

  • Carrier delays

  • Supply shortages

  • Unexpected production circumstances

Shipping delays do not qualify for a refund.

Incorrect Shipping Address

Customers are responsible for providing the correct shipping address during checkout.

If an incorrect address is entered:

  • We cannot guarantee changes after an order has been placed.

  • Orders returned due to an incorrect address may require additional shipping charges before being resent.

  • Refunds will not be issued for orders shipped to an address provided incorrectly by the customer.

Order Cancellations

Orders may only be canceled before production has begun.

Once work has started on your handmade item, your order cannot be canceled because materials and labor have already been invested into creating your product.

Custom & Personalized Orders

All custom or personalized items are final sale.

Because these products are made specifically for you, they cannot be returned, exchanged, or refunded unless they arrive damaged or we made an error in producing your order.

Refund Processing

If a refund is approved, it will be issued to your original payment method.

Depending on your bank or payment provider, it may take 5–10 business days for the funds to appear in your account.

Shipping costs are non-refundable unless the error was caused by Franklin Mugs.

Exchanges

We currently do not offer direct exchanges.

If your item qualifies due to damage or an error on our part, we will determine whether a replacement or refund is the most appropriate solution.

Refused Deliveries

If a package is refused by the customer or returned to us without prior approval, shipping charges are non-refundable. Additional shipping fees may apply if you would like the order shipped again.

Chargebacks

If you experience an issue with your order, please contact us before initiating a chargeback with your payment provider.

We are committed to working with customers to resolve legitimate concerns fairly and quickly.

Fraudulent or abusive chargebacks may be disputed using order records, tracking information, and delivery confirmation.

Our Commitment

Customer satisfaction is important to us, and we strive to ensure every order meets our quality standards. If something genuinely went wrong with your order because of our mistake, we will work with you to make it right.

Contact Us

If you have any questions regarding this Return & Refund Policy or need assistance with your order, please contact us:

Email: Franklinmugs@outlook.com

We aim to respond to all inquiries within 1–2 business days.