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Refund policy

Last updated: November 10, 2026.

This version of the policy applies to every order placed on GOATmug after it was posted on November 10, 2026. Orders placed before then keep the version of this policy that was shown when they were placed. By placing an order you agree to it.

Which section applies to you

  • You received your order and are not happy with it: see "30-day money-back guarantee".
  • Your item arrived damaged, defective or wrong: see "Damaged, defective or wrong item".
  • Tracking shows delivered but you do not have the package, your tracking has stopped moving, or your order is late: see "Missing packages" below.
  • You want to cancel or change an order you just placed: see "Cancellations and changes".
  • You are thinking about contacting your bank or card issuer: see "Before you contact your bank".

30-day money-back guarantee

If you are not happy with your order, you can request a refund within 30 days of delivery (the delivery date in your carrier tracking). How it works:

  • Email support@goatmug.store from the email address used at checkout, with your order number and the reason for your request. Requests made any other way, or more than 30 days after delivery, cannot be accepted.
  • If your request is approved, we reply with a return authorization and the return address. Items sent back without our approval email, or shipped more than 14 days after it, cannot be refunded.
  • Items must be unused, unwashed, undamaged and in their original packaging with all parts included. You pay for return shipping and must use a tracked service; we are not responsible for returns lost in transit.
  • Once your return is delivered to us and checked, we refund the item price to your original payment method within 10 business days. Your bank may take another 5–10 business days to show it.
  • Items returned used, damaged, incomplete or not in their original condition receive a partial refund or no refund.
  • One money-back guarantee refund per customer and per shipping address.

Damaged, defective or wrong item

Email support@goatmug.store within 7 days of delivery with your order number and three photos:

  • the whole item;
  • a close-up of the damage or defect;
  • the shipping label on the package.

Once the claim is checked we send a free replacement or a refund, and in most cases you do not need to send the item back. Claims made after 7 days, or without photos, are handled under the 30-day guarantee above.

Missing packages, late packages and "delivered but not received"

Delivery times are estimates, not guarantees: in rare cases, carrier, customs or peak-season problems can delay delivery by up to 3 months.

An order counts as delivered when carrier tracking shows it delivered to the shipping address entered at checkout.

  • If tracking shows delivered but you cannot find the package, please wait 2 business days (carriers sometimes scan early), check your mailbox, porch, building mail room and neighbors, and ask your local post office.
  • Then email us within 14 days of the delivery scan. We open a trace with the carrier and may ask you to confirm in writing that the package was not received.

Packages that tracking shows as delivered are your responsibility.

If your tracking has stopped updating, email us and we will check with the carrier and keep you updated. A delayed order that is still on its way does not qualify for a refund or cancellation.

Cancellations and changes

Orders can be cancelled or changed within 12 hours of purchase, as long as they have not been sent for fulfillment. After that the order ships and the 30-day guarantee applies. Email us with your order number as soon as possible.

Before you contact your bank

Please email support@goatmug.store first. We reply within 1 business day, and a refund from us reaches you faster than a bank dispute.

If a chargeback or payment dispute is opened instead, we respond to your card issuer with the records of your order:

  • the order and payment details;
  • the shipping address and contact details entered at checkout;
  • carrier tracking and delivery confirmation;
  • all messages between us;
  • this policy, which you accepted when you placed your order.

A dispute opened while a refund or replacement is already in progress, or after a refund has been issued, will be contested. An order refunded through a dispute is not eligible for a second refund, a replacement or the 30-day guarantee.

Questions

Email support@goatmug.store or use our Contact page.