Policies & Timelines

Processing Time

Processing time for orders will vary.

For mugs that are already designed, orders will be processed and packaged within 2-4 business days. Orders may also be done sooner depending on availability.  This does not include shipping timelines.

For custom and personalized items, processing time will depending on how many orders are in queue and stock on hand.

Time Sensitive Items

If you need your item by a certain date, please let me know by sending me an email info@hawthornandhazel.ca or in the notes section when you order.

Custom Items

To order a mug or any other item customized to your liking, please send me a message to discuss details.

Mock ups for Custom Items

If you order a custom item and details have been discussed I will send you a mock up of what the design will look like. Mock ups are sent within a week of your order being placed. If you need the item by a certain date, please let me know and I will try to accommodate. Please note a “rush fee” may apply. Mock ups can be changed a total of 2 times free of charge, then there will be a design fee applied after.

Returns & Exchanges

Due to the nature of the items, I do not offer returns or exchanges.

If there is an issue about your items, please send me a message to discuss.


Once an order is placed, I do not accept cancellations as this results in fees and administration overhead. Once an order is placed it is placed in queue and could be made within an hour of being ordered if the item is currently in production.