Frequently Asked Questions

1. Where do you ship from?

All our mugs are made-to-order and fulfilled by our trusted print partner. Depending on your location, your order may ship from the US, Canada, or Europe. This helps reduce shipping times and customs delays.

2. How long does fulfillment and shipping take?

  • Fulfillment (production): 2–5 business days.

  • United States: 3–4 business days shipping.

  • Canada: 4–7 business days shipping.

  • Europe: 4–7 business days shipping.

Your total delivery time = Fulfillment + Shipping.

3. Do you ship worldwide?

Currently, we ship to the United States, Canada, and most European countries. We don’t ship to certain restricted regions (Russia, Belarus, some areas of Ukraine, Cuba, Iran, Syria, North Korea, and others).

4. Do you accept returns or exchanges?

Because our mugs are custom-printed, we do not accept returns for change of mind.
We only accept returns if the item is defective, damaged, or incorrect. Please contact us within 7 days of delivery with your order number and photos, and we’ll send a replacement or issue a refund.

5. What if my mug arrives broken or damaged?

We do our best to pack mugs securely, but accidents happen. If your mug arrives damaged:

  • Email us at hello@cocoabiscuit.com within 7 days.

  • Attach a clear photo of the damaged item and packaging.

  • We’ll replace it at no cost or refund your order.

6. Can I cancel or change my order?

We start production quickly after receiving your order. Because items are printed on demand, cancellations or changes are only possible within 12 hours of placing your order. After that, we cannot modify or cancel it.

7. Do you charge customs or import fees?

  • United States: Sales tax may apply depending on your state.

  • Canada & Europe: Orders may be subject to customs, VAT, or import fees depending on your country.

  • In many cases (e.g., UK and Canada), we use DDP (Delivered Duty Paid), meaning duties and taxes are prepaid and no extra fees are charged upon delivery.

8. Can I wash my mug in the dishwasher or microwave?

Yes! Our mugs are dishwasher- and microwave-safe. However, for long-lasting colors, we recommend gentle handwashing when possible.

9. What payment methods do you accept?

We accept major credit and debit cards (Visa, MasterCard, American Express), PayPal, and other secure payment options shown at checkout.

10. Do you offer gift options?

Yes! You can ship a mug directly as a gift by entering the recipient’s address at checkout. At the moment we don’t offer gift wrapping, but all mugs come packaged safely and ready to enjoy.