FAQ
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If you have an issue or question that requires immediate assistance, you can click the button below to chat live with a Customer Service representative.
Product
1. What kind of photo should I upload for the best result?
Please upload a clear, high-resolution photo of your pet, preferably from the front or side with good lighting. The better the photo, the more lifelike the sculpture will be!
2. Can I include more than one pet on the same mug?
Yes! You can include up to three pet figurines per mug. Simply upload the photos and let us know the order you'd like them to appear.
3. Do you offer gift packaging?
Yes, we carefully package each mug and offer gift-ready packaging upon request – perfect for birthdays, holidays, or memorial gifts.
4. Can I order a mug for a less common or exotic pet?
We love creating mugs for all kinds of pets! While cats and dogs are our most frequently crafted animals, we’re happy to explore more unique companions like birds, rabbits, or reptiles. However, for any non-standard pets, we recommend contacting us before placing your order to ensure we can achieve the level of detail and quality you’re expecting.
5. How do I take care of my custom pet mug?
- All mugs are dishwasher-safe, but we recommend handwashing to preserve the artwork.
- Microwave use is safe, but avoid extreme temperature changes to prevent cracking.
- Avoid scrubbing the painted surface with steel wool or harsh sponges.
Each piece is handmade with love, and a little extra care will keep it looking beautiful for years.
Order
1. How can I check my order status?
You can check your order anytime on our Track Your Order page – just enter your order number and email!
We'll also send you email updates when your order is confirmed and when it's shipped.
If you need extra help, feel free to contact us at support@boopcup.com.
2. How do I cancel or get a refund for my order?
We can only cancel orders within 24 hours of placement, as each item is custom-made.
To cancel or request a refund, please email us at support@boopcup.com as soon as possible.
If your order has already started production or shipped, cancellations and refunds may not be possible unless there is damage or an error.
3. How long does the custom mug take to make and ship?
Each mug is handcrafted, so please allow around 2-3 weeks for production. In rare cases (e.g. kiln breakage), shipping may take up to 7-20 days. We’ll keep you informed throughout.
4. What if the mug arrives broken or damaged?
We’re so sorry if that happens! Just send us a photo of the damaged item within 48 hours and we’ll send you a replacement, free of charge.
5. What payment methods do you accept?
Right now, we support PayPal only.
You can use a PayPal account or checkout with a credit/debit card as a guest—no account needed!
We’re working on adding more options soon.
6. Can I order a mug for a less common or exotic pet?
We love creating mugs for all kinds of pets! While cats and dogs are our most frequently crafted animals, we’re happy to explore more unique companions like birds, rabbits, or reptiles. However, for any non-standard pets, we recommend contacting us before placing your order to ensure we can achieve the level of detail and quality you’re expecting.