FAQ's

For the best Sinomugs experience, we recommend that you sign up for a free account here.Sign up is quick and easy, plus you'll be able to enjoy perks like earning points and members-only benefits! Click here to find more benefits.
If you don't want to sign up at the moment, you can still shop and checkout as a guest.

Currently, we have standalone website and app membership programs, which means you'll have to sign up on the website and the app individually to enjoy the membership benefits on both platforms. However, you can use the same email to sign up for both.

To reset your password, click “Forgot password” on the sign in page. You'll be required to enter your email to receive password reset instructions. For further assistance, please contact our Customer Care Team.

To ensure your order is not declined when placing a new order we suggest the following:
- Check the card details on your Sinomugs account to make sure the information is correct, e.g. the expiration date or balance in your account.
- Make sure you enter the security code correctly - that's the three digit number on the back of your card.
Your credit or debit card company may have declined your payment. If this is the case, you will have to discuss directly with the issuing card company to find out why as we have no access to this information.
- As an alternate solution, you can try paying with a different card.
If you've tried the options above and are still having problems, contact ourCustomer Care Teamwith as many details as you can about the issue - including any error messages you receive and we'll try to resolve it as soon as we can.

If you are experiencing error messages when making a payment, please make sure you've entered all of your card information correctly. If you continue to receive the payment error message, you will need to contact your bank or card issuer.

Depending on where you are ordering from, you may incur an 2-3% international transaction fee by your bank. This charge comes directly from your bank and is outside of our control. Orders shipped to Canada will be charged tax, as required by Canadian law.

Sinomugs takes your personal shopping security very seriously. Every order is processed through a secured checkout system and we are certified Level 1 PCI DSS compliant. The Payment Card Industry Data Security Standard (PCI DSS) is a security standard for organizations that handle credit and debit card information.
We're always investing resources into the latest online security protection, so rest assured, you can shop safely and securely with us!

We at Sinomugs work hard to help you get your orders as fast as possible. So as soon as the payment is accepted and the order is confirmed, it is immediately in the process to be shipped. This means there is only a very small window of time where we can “catch” your order before it is physically picked, packed, and set aside for shipping.

Please email us at support@sinomugs.com as soon as possible with the subject line "Cancellation" and your full name and order number. We’ll let you know what we can do!  

We’re sorry you didn’t love your new products! We want you to enjoy your experience with Sinomugs as much as possible, which is why we’re here to help. Just send us an email at support@sinomugs.com within 30 days of receipt of your package, with your order number, the name of the product(s), and the reason why it didn't work out for you.

Unfortunately, we are unable to refund your original shipping charges/processing fees, and we do not offer exchanges on any of our products. You will be responsible for all returning shipping fee and we reserve the right to charge a restocking fee on all returned order. 

If your order is returned to us due to incorrect shipping address, failure to claim the order, or any other mistake on your part, we will charge you a shipping fee before resending or refunding the order.

Sinomugs can only accept returns for products purchased on our website (www.sinomugs.com).

Oh no, we’re so sorry to hear this! Please send us an email atsupport@sinomugs.com with your order number, full name and an image of the damaged item and we’ll be happy to help you!

You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).

In the very rare scenario that a package is deemed lost, then the buyer will always be issued a full refund provided that shipping insurance was purchased at checkout. A package is deemed lost if it is not delivered within 60 days. In such case, you must contact us within 30 days so we can reship or refund your order.

In some cases, there will be VAT (Value Added Tax), other taxes, customs and/or duty fees levied by your destination country. These additional charges are not included and are the responsibility of the recipient. We cannot determine the charges since customs and taxation policies vary widely from country to country. Please contact your local customs office if you have any questions. We do not refund shipping costs for customers that reject their packages upon arrival for failure to pay duty fees.

Customs clearance procedures may be required; under these circumstances, delays may occur, which will affect our original delivery time. Delivery time of orders can be extended by delivery service for indefinite period for reasons beyond our control.

In some cases, there will be VAT (Value Added Tax), other taxes, customs and/or duty fees levied by your destination country. These additional charges are not included and are the responsibility of the recipient. We cannot determine the charges since customs and taxation policies vary widely from country to country. Please contact your local customs office if you have any questions. We do not refund shipping costs for customers that reject their packages upon arrival for failure to pay duty fees.

Customs clearance procedures may be required; under these circumstances, delays may occur, which will affect our original delivery time. Delivery time of orders can be extended by delivery service for indefinite period for reasons beyond our control.