Orders & Processing

Where is my order?

You can find your order status and tracking information through your order confirmation and shipping confirmation emails. If you have a question about an existing order, please email britt@shopthemellowmug.com with your order number. Instagram DMs are not the best way to reach us about orders, as messages can easily get missed.

How long will my order take?

All of our items are made to order, which means your sweatshirt isn't sitting on a shelf waiting to be shipped. It is embroidered specifically for your order. Current processing times are always listed on our website and may vary depending on order volume.

Please note that processing time is separate from shipping time. Your order must be completed and shipped before the carrier's transit time begins.

Can I change or cancel my order?

If you need to make a change to your order, please email britt@shopthemellowmug.com as soon as possible. Because many of our items are made to order, we cannot guarantee that changes or cancellations will be possible once production has begun.

I entered the wrong shipping address. What do I do?

Email britt@shopthemellowmug.com as soon as possible. If your order has not shipped, we will do our best to correct the address. Once an order has shipped, we are unable to change the address with the carrier.

Sweatshirts & Embroidery

What sweatshirt brands do you use?

Our standard sweatshirt option is made using Gildan 18000 or SF000 depending on the design, color, and availability. Unless a listing specifically states that it is Premium, you can expect the standard Gildan option. Our Premium sweatshirt option is made using the Independent Trading Co. PRM3500.

If you're trying to decide which size or style is right for you, our [Sizing + Fit Guide] includes measurements and visuals for both options.

Why might my sweatshirt look slightly different from the photos?

Because we work with different garment colors, lighting, embroidery threads, and screens, there may be slight variations between product photos and the actual item you receive.

Why does my embroidery look different from the mockup?

Embroidery is stitched thread, not printed artwork. Small details, colors, and proportions can look slightly different once translated into stitches and placed on fabric. 

Shipping

Where do you ship?

We ship throughout the United States and offer international shipping to select countries. Available shipping destinations may change based on carrier availability and current shipping requirements.

My tracking says delivered, but I don't have my package.

First, check around your home, mailbox, porch, garage, and with neighbors. Sometimes carriers mark packages as delivered slightly before they actually arrive. If your package still hasn't shown up after checking with the carrier, please email britt@shopthemellowmug.com with your order number and tracking information.

Do you replace lost or stolen packages?

Once an order has been marked as delivered by the carrier, we cannot guarantee replacement for packages that are lost or stolen after delivery. We will always do our best to help you investigate the issue with the carrier and offer a replacement.

Returns & Exchanges

Do you accept returns or exchanges?

Because our embroidered items are made to order, we generally do not accept returns or exchanges due to sizing or change of mind. However, f there is an issue with your order, please contact us so we can try to make it right.

Before placing your order, we recommend double-checking your size using our [Sizing + Fit Guide].

My item arrived damaged or there is a mistake with my order. What do I do?

We're human, and occasionally something goes wrong. If you received the wrong item, have an embroidery issue, or your item arrived damaged, please email britt@shopthemellowmug.com within 10 days of delivery with your order number and photos of the issue. We'll take a look and help get it sorted out.

Care Instructions

How should I wash my embroidered sweatshirt?

To keep your sweatshirt and embroidery looking its best:

• Turn your item inside out before washing.
• Wash with cold water.
• Use a gentle cycle.
• Avoid bleach and harsh detergents.
• Tumble dry on low or hang dry.
• Do not iron directly over the embroidery.

Following these instructions will help extend the life of both the garment and embroidery.

Wholesale & Retailers

Do you offer wholesale?

Yes! We work with select bookstores, boutiques, and other retailers.

For wholesale inquiries, please email britt@shopthemellowmug.com with your store information and what you're interested in carrying.

Can I order a custom design for my bookstore or business?

We may be able to help with custom or exclusive designs depending on the project. Please email britt@shopthemellowmug.com with the details of what you're looking for.

Still Have a Question?

If you couldn't find what you were looking for, we're happy to help. Send us an email at britt@shopthemellowmug.com or send us a message through our contact form!

For general questions, you can also reach out through Instagram, but please keep in mind that email is the best and fastest way to reach us.