FAQ

1. General Information

Where is sipmugly located? Our corporate headquarters are located in Toronto, Canada, at: 998 Rue Georges, Gatineau, QC J8L 2E5 CA

Which markets do you serve? We currently focus our operations on providing high-quality drinkware to customers residing within the United States and the European Union.

2. Payments

What payment methods do you accept? To facilitate a smooth checkout process, we accept a variety of payment options, including:

• Credit and Debit Cards: Visa, Mastercard, and American Express.
• Digital Wallets: Apple Pay and Google Pay.
• Electronic Payment Systems: Various local electronic wallet options available at checkout.

All transactions are processed using industry-standard protocols to maintain the integrity of your information.

3. Shipping & Delivery

How long does it take for my order to be dispatched? Each order undergoes formal preparation and quality oversight at our facility. The standard processing time prior to dispatch is 2 to 3 business days.

What are your shipping timeframes? Following dispatch, we collaborate with priority courier services, including DHL, FedEx, and UPS Priority, to manage our international deliveries. The estimated transit time for orders to the United States and Europe is typically 6 to 9 business days.

How can I track my order? Transparency is fundamental to our service. Automated notifications are sent to the email address provided during checkout at critical stages, including:

• Order dispatch from our facility.
• Arrival at regional logistics hubs.
• Final local delivery status.

What happens if my delivery is delayed? If your order exceeds the standard delivery timeframe, please contact our administrative team. We will initiate a formal investigation with the respective courier. Depending on the outcome, we will facilitate either a full refund or a replacement dispatch.

4. Returns & Refunds

What is your return policy for United States customers? We stand behind the quality of our drinkware. For our customers in the United States, we offer a 30-day return policy. If you are not completely satisfied with your purchase, you may return unused items in their original packaging within 30 days of receipt. Please note that for non-defective returns (e.g., change of mind), the customer is responsible for the return shipping costs to our Canadian facility. To initiate a return, please contact our team at mug@sipmugly.com for instructions and the designated return address.

What is your return policy for European Union customers? In compliance with European consumer protection legislation, customers residing in the European Union have a 14-day Right of Withdrawal. You may cancel your purchase within 14 days of receiving your items without providing a justification. Please be advised that the return shipping costs for exercising the Right of Withdrawal are borne by the customer. To exercise this right, please contact us at mug@sipmugly.com.

What should I do if my item arrives damaged? We maintain strict quality oversight for all items dispatched from our Toronto facility. However, should an item arrive with a defect or sustain damage during international transit to the US or EU:

• Contact our customer assistance team via email within 14 days of receipt.
• Provide photographic evidence of the damage and the shipping packaging. Upon verification of the evidence, we will promptly issue a refund or send a replacement. In most cases, there is no requirement to physically return the damaged item to Canada.

5. Contact Us

How can I reach your team? For any enquiries, please leave a message with our administrative office. We aim to provide a formal response within 24 hours.

• Email: mug@sipmugly.com
• Phone: +1 819 986 3089