Contact Us
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Whether you are choosing between two designs for Mom, checking whether a teacher gift can arrive before the last day of school, or holding a tumbler with a cracked lid, we want to help. This page explains the quickest way to reach Cozy Tumbler, what to include so we can solve things in one reply, and which page answers which question. Every message is read and answered by a real person.
How to reach us
- Email: support@cozytumbler.com
- Response time: within 1 business day (Monday to Friday, excluding US holidays).
- Support ticket: use our Submit a Ticket page for a pre-filled request by topic.
- Business address: Cozy Tumbler, 401 Comfort Drive, Williamstown, NJ 08094, US.
- Urgent personalization changes: put “Change” and your order number in the subject line; changes are free within 24 hours of ordering.
Email is the fastest way to reach us
We handle support by email because personalized orders involve details that need to be written down exactly: the spelling of a name, the order of a family list, the date format, the photo you want to swap. An email gives us, and you, a clear record of what was agreed. It also lets you attach photos, which is the quickest way for us to approve a claim for a damaged or misprinted tumbler.
We aim to reply within 1 business day, and usually sooner. Messages that arrive on a weekend or a US holiday are answered on the next business day. If you write about a change to an order that is still inside its 24-hour window, the time your email reaches us is what counts, even if we reply later.
We do not offer phone support at the moment. That lets us spend our time reading orders carefully and answering emails properly instead of keeping callers on hold.
What to include in your message
A few details let us solve most questions in one reply:
- Your order number, from the confirmation email (it starts with a # sign).
- The name or email address used at checkout, if you are writing from a different email.
- Which tumbler you mean, especially for a set: “the one that says Grandpa Joe” is perfect.
- Photos, if something is wrong: one of the problem and one of the outside of the box.
- The full corrected text, if you want to change personalization, not just the letter that is wrong.
- Your deadline, if the tumbler is for a specific date.
Please never send card numbers, security codes or passwords by email. We will never ask for them.
Which page answers your question
Many answers are already written down in detail. This table points you to the right page, and you can always email us if you still have a question afterwards.
| Your question | Best page | Email subject if you still need help |
|---|---|---|
| Where is my order? | Order Tracking | Order status #your order number |
| How long will delivery take? Do you ship to my country? | Shipping & Delivery | Shipping question |
| I need to change a name or cancel | Cancel or Change an Order | Change #your order number |
| How do I return or exchange a tumbler? | Returns & Exchanges Policy | Return #your order number |
| When will I get my money back? | Refund Policy | Refund #your order number |
| My tumbler arrived damaged or misprinted | Returns & Exchanges Policy | Damaged #your order number, with photos |
| Which size should I choose? | Size Guide | Size question |
| How do I pay? Was I charged correctly? | Payment Methods | Payment question |
| Personalization and photo tips | FAQs | Personalization question |
| How do you use my data? | Privacy Policy | Privacy |
| Copyright or trademark concern | DMCA and Intellectual Property Policy | DMCA Notice or IP |
Examples of messages that get solved in one reply
Changing a name in a family list
“Subject: Change #1234. Hi, on the grandma tumbler in this order, please print the names in this order: Ava, Jackson, Mia, Liam, Noah, Ella, Lucas, Grace. The second name should be Jackson, not Jaxon. Thank you.” Writing out the full list, rather than only the corrected name, removes any doubt about the final order.
Reporting a damaged tumbler
“Subject: Damaged #1234. The kids tumbler for Mia arrived with a crack in the lid. Two photos attached: the lid and the box. I would prefer a reprint.” With the photos and your choice in the first email, we can approve the claim straight away.
Checking a date before ordering
“Subject: Shipping question. I would like to order a 20 oz family tumbler to be delivered to Toronto, Canada, by December 20. Is that realistic if I order today?” We will answer with an honest estimate based on our 1–3 business days of processing and 7–14 business days of transit.
Sending us photos
Photos help in two situations: when you want us to check whether a picture will print well before you order, and when something arrived damaged or misprinted. For printing questions, attach the original file from your phone or camera, not a screenshot, so we see the real quality. For damage, take the photo in daylight, show the whole tumbler as well as a close-up of the problem, and include the outside of the box if it was crushed. Most email services let you attach several photos to one message; if your photos are very large, send them in two emails with the same subject line.
What to expect after you write
| Request | Our first reply | What follows |
|---|---|---|
| Change within 24 hours | Confirmation that the change is made | Your order continues to printing as normal |
| Damaged or misprinted tumbler | Claim decision and your choice of reprint or refund | Reprint ships after 1–3 business days, or refund issued within 7 days |
| Change-of-mind return | Return approval and prepaid label or postage instructions | Refund issued within 7 days after the return is received and approved |
| Late or lost parcel | Tracking review and, if needed, a carrier investigation | Replacement or refund after up to 5 business days |
| Pre-order advice | Suggestions on design, size and timing | You order when you are ready |
Busy seasons
In the weeks before Christmas and Mother’s Day our inbox fills up along with the print queue. We still aim to reply within 1 business day, and we answer change requests and damage claims first because they are the most time-sensitive. You can help by keeping each order’s questions in one email thread, so the full history stays together.
Before you order
Questions before buying are some of our favourite emails. Tell us who the tumbler is for, the occasion and the date, and we can suggest designs, sizes and wording. Common pre-order questions include:
- whether a long family list will fit on a particular design;
- whether a photo is good enough to print (attach it and we will look);
- whether an order can reach Canada, Australia or New Zealand by a certain date;
- whether a design can be adapted, for example adding a pet to a family design;
- how to order a matching set for a group.
Group, school and business orders
Ordering for a class, a bridal party, a nursing team or a whole office? Email us before ordering with the number of tumblers, the design you like and the date you need them. We will confirm timing and suggest the easiest way to submit the names. For larger groups, sending us a single list with every name checked by one person avoids the most common problem: one misspelled surname in a set of twenty. If your organisation needs an invoice with its name and address, ask and we will send one after ordering.
Problems with an order
If something has gone wrong, we want to fix it quickly. Here is what happens when you email us about a problem:
- We reply within 1 business day and confirm what we understand the problem to be.
- For damage, misprints or the wrong design, a photo is usually enough: we approve the claim and offer a free reprint or a full refund, usually without you sending anything back.
- For a lost parcel, we open a carrier investigation of up to 5 business days and then reprint or refund.
- For a change of mind, we send a return approval and a prepaid label; refunds are issued within 7 days after the return is received and approved.
Please contact us before opening a payment dispute. We can almost always solve the problem faster ourselves.
A note for gift recipients
If you received a Cozy Tumbler as a gift and something is wrong with it, or you would like a different size, you are welcome to contact us directly. You do not need the buyer’s help. Tell us the name on the tumbler and, if you have it, the order number from the packing slip, and we will take it from there without spoiling the surprise.
Feedback and ideas
Tell us what you loved and what we could do better. Design ideas, such as a grandparent name we do not offer yet or a pet breed we have not drawn, often turn into new options. Every message is read.
Writing from outside the United States
Customers in Canada, Australia and New Zealand write to us at the same address. Because of time-zone differences, a message sent in the evening in Sydney or Auckland may arrive during our night and be answered during the next US business day. If you are writing about a change inside your 24-hour window, do not worry: the time your email arrives is what counts, not the time we read it. Please write dates in your message with the month spelled out, for example “14 June”, so there is no confusion between US and international date formats.
Accessibility
If any part of our site is difficult to use with a screen reader, magnification or keyboard navigation, or if you would like help placing an order, email us and tell us what happened. We will help you complete your order by email and use your feedback to improve the site.
Keeping your conversation in one place
When you reply to one of our emails, please reply in the same thread rather than starting a new message. The thread keeps your order number, earlier photos and everything we have agreed together, so whoever answers next can see the whole story at once and you never have to explain things twice.
Our business details
Cozy Tumbler
401 Comfort Drive
Williamstown, NJ 08094
United States
Email: support@cozytumbler.com
Please do not send returns to this address without a return approval email; the approval tells you exactly where to send your parcel and includes a prepaid label where available.
Other ways to find help
Our Help Center groups every support topic in one place, and our About Us page explains how we make and check every tumbler. You can also start shopping straight away in our shop.