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Frequently asked, clearly answered
Help without the scavenger hunt.
Production, shipping, custom files, refunds, coupons, and the quickest route to a real human.
Orders & shipping
Where do GUMALIFE orders ship from?
Every order ships from the USA. Website checkout currently supports U.S. delivery addresses.
How fast will my order ship?
A paid order with complete, production-ready customization normally reaches the carrier within 1 business day (24 business hours). Weekends, U.S. federal holidays, missing files, and customer clarification begin or restart the clock on the next eligible business day.
How long does delivery take?
Standard U.S. carrier transit is generally estimated at 5–9 business days after handoff. Weather, destination, peak volume, and carrier events can change that estimate.
Where is my tracking number?
Tracking is sent to the checkout email when available. Carrier scans can take several hours to appear. You can also use Track Order with the order number and checkout email.
Can I change my address or cancel?
Email support immediately. Orders move quickly, so changes and cancellations are not guaranteed after production or label creation. The 30-day policy may still apply after delivery.
Custom mugs
What image files can I upload?
The customizer accepts common image uploads including JPG, PNG, WebP, or HEIC. Files over 20 MB are rejected before processing. A clear, well-lit image with the subject fully visible produces the strongest result.
Will the printed mug match the preview exactly?
The preview is a close production guide. Screen brightness, ceramic shape, printing, cropping, and color conversion can create small differences. Check spelling, image choice, crop, and mug variant before checkout.
Do I need permission to use an image?
Yes. You must own uploaded content or have permission to reproduce it. We may decline unlawful, infringing, unsafe, hateful, or otherwise prohibited content.
Are the mugs dishwasher and microwave safe?
Our current ceramic mug listings are designed for normal microwave and dishwasher use. Follow the care information included with the product for the longest-lasting print.
Refunds, coupons & support
What is the return policy?
Contact us within 30 days after tracked delivery if an eligible product is not right. The money-back policy includes eligible personalized mugs. We may offer a refund, replacement, or reprint depending on the issue and your preference.
What should I do if my mug arrives damaged?
Keep the item and packaging and email the order number plus clear photos to support@gumalife.com. Do not mail broken ceramic unless support specifically asks you to.
Why did my coupon not work?
Check spelling and the promotion's eligibility. WELCOME20 and MEME20 are limited to a customer's first successful order. Only one promotion can normally be applied at checkout.
Do you handle bulk or wholesale orders?
Yes, we are happy to review event, team, creator, and wholesale requests. Use the Contact page and choose Wholesale or bulk order.
How do I reach support?
Email support@gumalife.com or use the Contact page. Include an order number when the question is about a purchase. We normally acknowledge messages within 1 business day.
Still stuck?
Send the details and we will help.