FAQ

Q. How do you print/create your mugs, t-shirts and other items?

A. Our mugs are created using the dye sublimation process. It uses heat to print an image on the mug. thus ensuring that all our mugs have a high quality finish. 

Click here for more information on printing method. 

Q: How do I create/design my personalized mug, t-shirts and other items?

Click here for more information on how to create.  

Q. What type of file can my image be uploaded as?

A. Image files should be uploaded in file format raster photos (PNG, JPG, GIF, BMP) or vector (SVG) design.  

Q. What quality and size should my image be?

A. The recommended resolutions for your custom gift will vary based on the size of the print you're trying to order. We recommend that your image has a resolution of 300dpi to ensure the best quality product. Please send us your original file format if in doubt.

Click here for more information on product resolutions. 

Q. How should I order my personalised gift?

A. Ordering is easy. Please click here for details.

Q. How do I send you a photo for personalised items?

A. Please upload file upon ordering your item in the shopping cart and send in your order. Alternatively, you can email us your photo(s) at info@mugvalleyshop.com.

Q. "Warning! We need a better quality image. Please re-upload at a higher resolution or scale down the image in your design." - What does this mean?

A. This is the low resolution warning- If you are receiving this low resolution warning that is an indication your image file is not large enough for the print size you are choosing. Therefore, we highly recommend double checking your image file specs; resolution, pixel dimension, and image size. Once you have this information, we recommend cross referencing the data to our recommended resolution guide.

You may go ahead and submit it even if the warning message may appear. If in doubt, simply check with us. 

Q. Do you charge per color for t-shirt printing?

A.  We do not charge per color. There is no extra charge for additional colors. You can have an unlimited amount of colors for your t-shirt printing needs. 

Q: Can I request an urgent order?

A. Yes, please drop us an email at info@mugvalleyshop.com with your requirements and we will get back to you as soon as we can. 

Q. Can I make a bulk order?

A. Yes, we do bulk orders for events and corporate orders. If you require more than 10 mugs, please contact us for bulk order rates.

Q. Do I need to sign up an account to make an order?

A. No account sign-up is needed to make an order. However, you are strongly encouraged to create an account with us to receive updates on your order and easier reference for further orders. You can also earn reward tokens which can be exchanged for future discounts and savings. You may register for an account before placing your order.  

Q: What is the Shipping Cost in Singapore?

Please click here for shipping details.

Q: Can I specify which day to deliver my gift?

A. Yes, you can request a certain delivery day for your items to be dispatched. When completing your order, simply enter your preferred collection date. Although we cannot guarantee specific delivery dates,  but we will definitely try our very best to have your gift arrive on the requested day. 

Q. How do I change my order?

A. Once your product has been sent for printing, we would not be able to accept any further edits to the mug design. To find out about the status of your order, please contact us at info@mugvalleyshop.com and cite your order number. 

Q. What payment methods do you accept?

A. For local orders, we accept bank transfer/paylah via all major banks. We also accept Paypal payment.

Q. Which bank/account do I transfer to if i opt for payment via bank transfer?

A. You may transfer to our reference bank below.
     DBS SAVINGS PLUS ACCOUNT : 066-5-012645

Q. I have completed the transfer (ATM/i-Banking). What is the next step?

A. After payment has been made, please email us at info@mugvalleyshop.com with the following details:

Payment Details
Order #:
iBanking Nick (for payment via ibanking):
Transaction Ref.:
Amount Transferred:
Date & Time:

*Please attach a photo of your receipt if you made your payment via ATM transfer.

Q. How long do I have to make payment after I have checked out?

A. To allow the order to be processed smoothly, please make payment within 24 hours. The order may be considered invalid thereafter.

Q. How are the mugs packed?

A.  Each mug comes with a complimentary clear gift box, unless otherwise stated.

Q: When will I receive my order?

A. We aim to create and dispatch your order within 3 - 7 working days of payment receipt. Bulk order requires a longer processing time of 3 - 10 days. 

Please allow up to 10 - 21 days for some items i.e t-shirts to be ready for collection. 

Q: Where do i collect if I opt for self collection?

A. We provide meet-ups for collection of your order. The collection place will be at Choa Chu Kang MRT station. 

Q. Where is your store located?

A. We do not have a physical address at the moment. All purchases can be made here, at our online shop. 

Q. What are your operating hours?

A. We operate daily. We will respond to all enquiries and order emails within 1 - 2 days, unless otherwise stated. 

MUGV LOYALTY REWARDS PROGRAM

Q. How do I join the Rewards Program? 

A. Customers with store accounts are automatically enrolled. If you do not have a store account, sign up our Rewards Program free today by clicking here to create your account.

Q. Is this rewards program free?

A. Yes, our rewards program is totally free. Simply sign up to join in our rewards program.  

Q. How do I redeem rewards?

A. First, you need to be signed in to your store account. Rewards can be redeemed through the Redeem Rewards Page which can be accessed here 

Q. How do I use my rewards?

A. Rewards are issued as coupon codes. Remember to apply the reward coupon code on the payment page during checkout (only one coupon code per order).

Q. How do i refer a friend?

A. Generate your unique referral link. To find your unique referral link, locate the rewards widget located at the bottom of the link, click "earn", and "refer a friend". Share your unique referral link with your friends. Your friends have to click on the unique referral link and complete the procedure. You will receive your tokens when your friend makes their first purchase.

Q. Can i transfer my MugV tokens?

A. MugV tokens are non transferable.

Q. Is there an expiry date for the reward tokens?

A. MugV tokens will expire after 24 months of program inactivity.  

Rewards coupon code expire after 30 days from when it is redeemed. When a member uses their points to ‘claim’ a reward, it is valid for redemption for 30 days.

Q. What happen to the tokens if there's a refund? 

A. Should there be a refund, the tokens earned for that respective item will be deducted when the refund is processed.

 

 

Any other questions? Get in touch! You can contact us via email: info@mugvalleyshop.com or here.

Updated: October 2018