Contact
We Are Here to Help
Thank you for visiting MugMuse.store.
Whether you are choosing a new mug, checking the status of an order, requesting care information, or seeking help with a delivery, our customer support team is ready to assist you.
We believe customer service should feel warm, clear, and uncomplicated. Inspired by the welcoming atmosphere of a cozy Scandinavian café, we approach every customer conversation with patience, professionalism, and attention.
Business Contact Information
Store Name: MugMuse.store
Business Address:
141 Markham St
Toronto, ON M6J 2G4
Canada
Customer Support Email:
support@MugMuse.store
Customer Service Phone:
(647) 220-8619
Please note that our business address is not automatically an authorized return location. Do not send a return parcel to this address unless our customer support team has provided written approval and confirmed the correct return instructions.
Customer Service Hours
Our standard customer service hours are:
Monday to Friday: 9:00 AM–6:00 PM Eastern Time
Saturday: 10:00 AM–3:00 PM Eastern Time
Sunday and Canadian public holidays: Closed
You may email us at any time. Messages received outside business hours will be reviewed on the next available business day.
Most inquiries receive a response within 1–3 business days. During holiday periods, major promotions, or unusually high order volumes, additional response time may be required.
Email Support
For most questions, email is the fastest and most effective way to contact us.
Send your message to:
To help us respond efficiently, please include your full name, order number, email address used at checkout, product name, and a clear explanation of your question or concern.
When reporting a damaged, defective, incorrect, or incomplete product, please attach clear photographs of the item, packaging, shipping label, and any visible damage.
Providing complete information in your first message helps our team investigate the issue and reduces unnecessary delays.
Telephone Support
You may contact our customer service team by telephone at:
(647) 220-8619
Please call during our listed business hours and have your order number ready whenever possible.
If your call cannot be answered immediately, leave a voicemail containing your name, telephone number, order number, and a brief description of the reason for your call. Our team will respond as soon as reasonably possible.
For concerns that require photographs, tracking details, or written documentation, we may ask you to continue the conversation by email.
Order Assistance
Our team can assist with questions concerning order confirmation, payment status, product availability, address corrections, order changes, cancellations, processing updates, and shipping information.
Contact us as quickly as possible if you notice an error in your order details.
We will make a reasonable effort to correct information before fulfillment begins. However, changes cannot be guaranteed after an order has entered processing or has been transferred to the shipping carrier.
When contacting us about an order, always include your order number. This allows us to locate the purchase and review the relevant details more efficiently.
Shipping and Tracking Support
After an order is dispatched, available tracking information is generally sent to the email address used during checkout.
Tracking may require 24–72 hours to update after a shipping label is created. During this period, the carrier may display a message indicating that shipment information has been received but that the parcel has not yet been scanned.
Contact us when your tracking information has not updated for an extended period, your estimated delivery window has passed, or the shipment appears to be moving in the wrong direction.
Before reporting a parcel as missing, please check your mailbox, porch, lobby, reception desk, parcel locker, garage, side entrance, and other safe delivery locations. You should also ask household members, neighbours, building staff, or concierge personnel whether they accepted the package.
Damaged or Defective Products
We take care in preparing orders, but fragile products can occasionally be damaged during transportation.
If your mug, glass, tumbler, lid, straw, accessory, or gift set arrives damaged or defective, please contact us as soon as possible and preferably within seven calendar days of delivery.
Your email should include your order number, a description of the issue, photographs of the full product, close-up photographs of the damage, photographs of the inner packaging, and a photograph of the external shipping label.
Do not discard the item or packaging until our team confirms that it is no longer required. Shipping carriers or fulfillment partners may need this evidence to review the claim.
After reviewing the information, we may provide an appropriate solution in accordance with our Return & Refund Policy.
Incorrect or Missing Items
Contact us promptly if your parcel contains the wrong product, colour, size, capacity, design, or quantity.
Before reporting a missing item, review your shipping confirmation to determine whether the order was divided into more than one package. Products stored at different locations may arrive separately.
Send photographs of everything received, together with the external package and shipping label. This information helps us compare the parcel with our fulfillment records.
Returns and Refunds
Return requests should be submitted to:
Please include your order number, the product you wish to return, the reason for the return, and any relevant photographs.
Returns must receive written authorization before being shipped. Products sent without approval or to an incorrect address may be refused or delayed.
Eligibility, deadlines, product-condition requirements, return shipping responsibilities, exchanges, and refund processing are governed by our published Return & Refund Policy.
Product Information and Care
Our team can help answer questions about materials, capacities, product dimensions, lids, straws, insulation, cleaning, storage, and general product care.
Products may be made from ceramic, glass, stainless steel, plastic, silicone, wood, or combinations of these materials.
Do not assume that a product is dishwasher safe, microwave safe, oven safe, freezer safe, leakproof, or suitable for sudden temperature changes unless this is expressly stated in the product description or care instructions.
Contact us before use when you are uncertain about a product’s care requirements.
Wholesale and Business Inquiries
We welcome professional inquiries relating to wholesale opportunities, corporate gifting, café supplies, event gifting, collaborations, media requests, and other potential partnerships.
Please email support@MugMuse.store and include information about your business, the products or quantities that interest you, your location, your preferred timeline, and the nature of your proposal.
Submitting a business inquiry does not guarantee that a partnership, wholesale arrangement, or collaboration will be available. Our team will review relevant proposals and respond when there is a suitable opportunity.
Feedback and Suggestions
Customer feedback helps us improve our products, packaging, website, shipping processes, and support experience.
You are welcome to contact us with suggestions for future products, comments about an existing item, or feedback about your shopping experience.
We appreciate both positive feedback and constructive criticism. Every thoughtful message gives us a better understanding of what customers value and where improvements may be needed.
Privacy and Communication Safety
Information shared with our customer service team will be used to review your inquiry, locate your order, provide assistance, prevent fraud, manage returns, and meet relevant legal or operational requirements.
For your security, never send your account password, complete payment-card number, card security code, online banking credentials, or other highly sensitive financial information through ordinary email.
MugMuse.store will not ask you to provide your password by email or telephone.
When payment verification is necessary, it should be completed through approved and secure payment channels.
Formal Notices and Legal Inquiries
Formal legal correspondence, intellectual property concerns, privacy inquiries, and business notices may be sent to:
MugMuse.store
141 Markham St
Toronto, ON M6J 2G4
Canada
Email: support@MugMuse.store
Phone: (647) 220-8619
A formal notice should clearly identify the sender, relevant order or website content, legal or business concern, requested action, and any supporting documentation.
Complex legal, privacy, payment, carrier, or intellectual property matters may require more time than ordinary customer service requests.
Our Customer Care Commitment
At MugMuse.store, we want every interaction to reflect the same qualities that inspire our brand: warmth, clarity, simplicity, and thoughtful attention.
We may not be able to prevent every delay or delivery problem, but we can promise to treat each legitimate concern seriously and communicate as clearly as possible.
Thank you for choosing MugMuse.store. We appreciate your trust and look forward to assisting you with your order, answering your product questions, and helping make your shopping experience as calm and enjoyable as a quiet moment with your favourite drink.