Support Policy

Customer Support Policy

At MUGFORGE LLC, we are committed to delivering responsive, reliable, and straightforward customer service. Whether you need an update on your tracking status, have questions regarding ceramic care, or received an item that was damaged in transit, our support team is here to help.

Support Channels & Operating Hours

Our customer service desk operates during standard business hours:

  • Email Support: contact@mugforgellc.com

  • Phone Support: +14355625161

  • Operating Hours: Monday – Friday, 9:00 AM – 5:00 PM (EST)

  • Observed Closures: Weekends and official federal holidays

Response Time Standards

  • Email Inquiries: We review and respond to all email messages within 24 business hours. Inquiries sent over the weekend or on public holidays are answered on the following business day.

  • Phone Support & Voicemails: If you contact us outside active hours or our representatives are assisting other customers, please leave a voicemail containing your full name, order number, and callback number. Voicemails are returned within 1 business day.

How We Can Help You

Our support team provides direct assistance with:

  • Real-time order tracking and dispatch status

  • Immediate replacement processing for items damaged or broken during carrier transit

  • Order modifications or address corrections (requested within 2 hours of checkout)

  • Detailed product specifications, dimensions, and dishwasher/microwave safety guidance

  • Processing returns, exchanges, and refunds under our published policies

Expediting Your Support Request

To help us resolve your issue as quickly as possible, please include the following details in your first message:

  1. Your Order Number (provided in your confirmation email)

  2. The Full Name and Email Address used at checkout

  3. High-resolution photos showing both the damaged item and the exterior packaging (if reporting shipping breakage)

Company Contact Details

  • Company Name: MUGFORGE LLC

  • Email: contact@mugforgellc.com

  • Phone: +14355625161

  • Company Address: 30 N Gould St Ste 67804 Sheridan, WY 82801

  • Turkey Address: EMEK CD. NO 117/4 ALTINTOP APT. MEVLANA HALIT MH. BAGLAR / DIYARBAKIR 21080

  • Registration Number: 2026-002064182