Cancel or Change an Order
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Spotted a typo in a grandchild’s name five minutes after paying? Realised the bridesmaid tumblers should say “Maid of Honor” for your sister? This page explains how to cancel a Cozy Tumbler order or change it before it goes to print, what we can still change after that, and what happens to your money. Because every tumbler is personalized and printed after you order, timing matters more here than in an ordinary shop. Write to support@cozytumbler.com as soon as you notice something; we reply within 1 business day and act on change requests in the order they arrive.
Cancellations and changes at a glance
- Free cancellation or changes: within 24 hours of placing your order, before printing starts.
- After 24 hours: your tumbler may already be printed; we still try to help, but cannot promise a change.
- Already shipped: accept the parcel and use our 60-day returns, with free return postage.
- Refund for a cancelled order: the full amount, issued within 7 days after we confirm the cancellation.
- Fees: no cancellation fee, no change fee.
Why there is a 24-hour window
Every order goes through proofreading, printing and packing during our 1–3 business days of processing. Printing a name onto a tumbler cannot be undone, so once your design has been printed we can no longer change the text or the photo on that tumbler. The first 24 hours after you order are reserved as a quiet period in which your order is not sent to print, so you have time to read your confirmation email, show the design to someone else, and catch mistakes.
The window is counted in clock hours from the time on your order confirmation, including weekends. An order placed at 8:15 pm on Saturday can be changed or cancelled until 8:15 pm on Sunday.
How to ask for a cancellation or change
- Email us at support@cozytumbler.com from the address you used at checkout, or open a request on our Submit a Ticket page.
- Put your order number in the subject line, followed by “Cancel” or “Change”.
- Say exactly what should change. For a text change, write the full corrected text, not only the wrong letter. For a family name list, send the complete list in the order it should appear. For a photo change, attach the new photo at full size.
- Wait for our confirmation. A change is only made once we confirm it by email. If you have not heard from us, the original order still stands.
The time your email reaches us is what counts for the 24-hour window, not the time we reply. If you write within the window, we honour it even if our answer comes later.
What we can change within 24 hours
| Change | Possible? | Notes |
|---|---|---|
| Names, dates, initials or short text | Yes | Send the full corrected text exactly as it should print. |
| Uploaded photo | Yes | Send the new photo as an attachment at original size. |
| Font or colour option within the same design | Yes | Only the options offered on that product page. |
| Tumbler size or colour | Yes | If the new option costs more, we send a payment link for the difference; if less, we refund the difference. |
| Swap to a different design | Yes | Same rule on price differences as above. |
| Delivery address | Yes | Must be in the US, Canada, Australia or New Zealand. |
| Add a tumbler to the order | No | Place a second order; both ship free. |
| Cancel one tumbler from a set | Yes | That tumbler is refunded in full. |
| Cancel the whole order | Yes | Full refund within 7 days of confirmation. |
After the 24-hour window
Once the window has closed, your order may already be printed or packed. Please still email us: if your tumbler has not been printed yet, we make the change at no cost. If it has been printed, we tell you honestly, and you have three options:
- Keep the order as it is. Sometimes the change was a preference rather than a mistake.
- Return it after delivery. Every tumbler, personalized or not, can be returned within 60 days of delivery with free return postage, as described in our Returns & Exchanges Policy.
- Exchange it for a corrected reprint. We print the corrected tumbler after the original is on its way back to us.
We will not cancel a tumbler that has already been printed and refund it without a return, unless the error was ours.
When the mistake is ours
If we printed something that is different from what you entered, it does not matter how much time has passed: you are covered for 60 days from delivery. Email a photo and we reprint the tumbler free or refund it in full, without needing it back in most cases. Our Refund Policy explains the timing.
If your order has already shipped
We cannot stop a parcel once it is with the carrier. If you no longer want the order, accept it when it arrives and start a return within 60 days of delivery. Please do not refuse the parcel unless we ask you to: refused international parcels in particular can take many weeks to come back to us, and that delays your refund.
If the reason you want to cancel is the delivery address, see the address section of our Shipping & Delivery page; the carrier can sometimes redirect a parcel with the tracking number we provide.
Refunds for cancelled orders
When we confirm a cancellation, we issue a full refund of everything you paid for the cancelled tumblers within 7 days, back to your original payment method. Shipping is free, so there is no shipping charge to refund. Your bank may need a few more business days to show the refund on your statement. If you cancel part of an order, the remaining tumblers carry on as normal and still ship free.
Cancellations by Cozy Tumbler
Occasionally we need to cancel an order ourselves. We always email you first and explain why. The usual reasons are:
- A photo that will not print well. If a photo is too small or blurry to print sharply and we cannot reach you within a few business days to get a better one, we cancel rather than print something you would be disappointed by.
- Content we cannot print. We do not print other brands’ logos, licensed characters, images of celebrities, hateful or harassing text, or photos you do not have permission to use. Our Intellectual Property Policy and Terms of Service explain these rules.
- A delivery address outside our shipping countries that cannot be corrected.
- Suspected fraud, for example a payment flagged by the payment provider.
- A product that has become unavailable after you ordered.
When we cancel, you receive a full refund within 7 days of the cancellation.
Time zones and weekends
Our 24-hour window runs on the clock, not on business days, and it is measured from the timestamp on your order confirmation email. That timestamp is shown in US Eastern Time. If you live in Vancouver, Sydney or Auckland, your local time will be different, so the simplest rule is this: if you are reading your confirmation email and less than a day has passed since you received it, you are inside the window. Change requests that arrive on a weekend are still honoured, because orders inside the window are never sent to print. We simply confirm the change on the next business day.
Group and business orders
Team, classroom and bridal-party orders often involve many names and more than one person checking them. For orders of ten or more tumblers, we suggest that one person collects every correction and sends a single email with the complete, final list, rather than several people writing separately. That avoids two conflicting versions of the same name. If your organisation needs the list approved internally, place the order only once the list is final; the 24-hour window applies to group orders too, and a large set is printed as one batch once it starts.
Gift orders and surprises
If you are sending a tumbler straight to the recipient and need to change something, write to us from the email address used at checkout, not the recipient’s. We do not contact the recipient about changes, so the surprise is safe. If you entered the recipient’s email address at checkout by mistake, tell us and we will update the contact address on the order so that future emails about it reach you instead.
Changing how you paid
We cannot move an existing order to a different payment method. If you need to pay another way, ask us to cancel within 24 hours, wait for the cancellation confirmation, and place a new order. The cancelled payment is refunded in full within 7 days of the cancellation.
How this works in practice: examples
The examples below are illustrations of how our rules apply, not stories about specific customers.
The wrong spelling on a grandma tumbler
Say that thirty minutes after ordering, you realise you typed “Jaxon” for your grandson Jackson in a list of eight names. You reply to your confirmation email with the full corrected list; we update the order before it reaches printing, confirm by email, and the tumbler ships on schedule.
A bridesmaid who dropped out
A bride orders six wine tumblers and, the next morning, needs to remove one bridesmaid and change another’s title. Because both changes arrive within 24 hours, we cancel one tumbler with a full refund and update the other before printing.
A teacher gift with the wrong school year
A room parent notices the wrong year on a teacher tumbler three days after ordering, and it has already been printed. With the last day of school close, keeping it and ordering a corrected one may be the quickest option; the first tumbler can then be returned unused with our prepaid label for a refund.
A photo swap for a pet memorial
You order a memorial tumbler for your dog Biscuit, then find a sharper photo on a family member’s phone the same evening. Email the new picture as an attachment within the window and we replace the upload before proofreading, so the tumbler is printed with the better photo.
Tips to avoid needing a change
- Type names exactly as they should appear, including capital letters and accents.
- For dates, use the format you want printed, for example 06.14.2025 or June 14, 2025.
- For family lists, write the names in a note first, check them with someone else, then copy them in.
- Upload the original photo, not a screenshot or a photo of a printed photo.
- Read the order confirmation email as soon as it arrives; it lists your personalization.
Our FAQs include more personalization tips.
Contact us
Email support@cozytumbler.com with your order number. We reply within 1 business day. Cozy Tumbler, 401 Comfort Drive, Williamstown, NJ 08094, US.