Help Center

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Welcome to the Cozy Tumbler Help Center. Whatever you need, whether it is help personalizing a grandma tumbler, an answer about delivery to Canada, or a fix for a tumbler that arrived with a dented lid, this page points you to the right answer in as few clicks as possible. Each topic below has a short summary and links to the page with the full details. If you still need us, a real person answers every email to support@cozytumbler.com within 1 business day.

Quick answers

  • How long does delivery take? 1–3 business days to print, then usually 7–14 business days in transit; about 8–17 business days in total. Shipping details.
  • How much is shipping? Free on every order to the US, Canada, Australia and New Zealand, no minimum.
  • Can I fix a typo? Yes, free within 24 hours of ordering. How to change an order.
  • Can I return a personalized tumbler? Yes, within 60 days of delivery, any reason, free return postage. Returns.
  • When do refunds arrive? Issued within 7 days after approval, to your original payment method. Refunds.

Personalizing your tumbler

Every tumbler is printed after you order it, with exactly the names, dates, text or photo you enter. The most important step is accuracy: type names exactly as they should appear, check family lists with someone else, and upload the original photo rather than a screenshot. We proofread every order and email you if something looks unusual, but we cannot know how your family spells a name.

Orders and changes

You receive an order confirmation email as soon as your payment goes through, listing every tumbler and its personalization. For the first 24 hours nothing is printed, so you can change names, swap a photo, change the size, colour or address, or cancel the order for free. After that, your tumbler may already be in production; if it has been printed, you can still return or exchange it after delivery.

Shipping and delivery

We ship free to the United States, Canada, Australia and New Zealand only, from the USA. Processing takes 1–3 business days and transit usually 7–14 business days. A shipping email with tracking details is sent when your parcel leaves us. If your parcel is 7 business days past its latest estimated delivery date, contact us and we open a carrier investigation of up to 5 business days, then replace or refund.

Returns and exchanges

Every tumbler, including personalized and photo tumblers, can be returned or exchanged within 60 days of delivery, for any reason. Return postage is always free: we send a prepaid label or reimburse your postage. Damaged, defective or misprinted items are reprinted or refunded, usually without needing to send anything back.

Refunds

Refunds go back to your original payment method and are issued within 7 days after your return is received and approved, your claim is approved, or your cancellation is confirmed. Your bank then needs its own time to post the money. There are no restocking or processing fees, and return postage is never deducted.

Payments

All prices are in US dollars, and the payment options available are shown at checkout, processed securely by the provider named there. We never see or store your full card number. Payment is taken when you place your order, because each tumbler is made for you.

Account and privacy

You can order as a guest or create an account to save addresses and see your order history. We use your details and personalization only to make and deliver your order and to help you, never sell personal information, and never use your photos in marketing without written permission.

Caring for your tumbler

A printed tumbler keeps its colours longest with gentle care. Hand-wash the body with warm soapy water and a soft sponge, and wash the lid and straw separately. Keep the tumbler out of the dishwasher, microwave and freezer, and do not leave it in a hot car for hours. If a lid or straw cracks within 60 days of delivery, tell us and we will replace it. More care advice is in our Size Guide and FAQs.

For parents ordering kids tumblers

Kids tumblers carry a big, simple name so children can recognise their own cup at school or practice. Check each product page for the recommended age and lid type, supervise younger children with straws, and replace a straw or lid that becomes chewed or cracked. If your child shares a first name with a classmate, add a last initial or a class name to the personalization so the tumbler always comes home.

If you received a Cozy Tumbler as a gift

You can contact us directly about a gift you received; you do not need the buyer’s help. Tell us the name printed on the tumbler and, if you have it, the order number from the packing slip. You can exchange it for a different size or colour within 60 days of delivery, or report damage, and we will handle it without spoiling the surprise. Refunds for change-of-mind returns go back to the buyer’s payment method, so an exchange is the private option.

Words we use, explained

A short glossary of tumbler and order terms
Term Meaning
Personalization The names, dates, text or photo you add to a design before ordering.
Made to order Your tumbler is printed only after you order it; nothing is pre-printed.
Proofreading Our check of your personalization against the design before printing.
Processing time The 1–3 business days to proofread, print and pack your order.
Transit time The time the carrier needs to deliver your parcel, usually 7–14 business days.
Change window The first 24 hours after ordering, when changes and cancellations are free.
Skinny tumbler Our tall, slim 20 oz tumbler for everyday drinks.
Wine tumbler A short, stemless tumbler for wine, cocktails or a small coffee.
Reprint A new tumbler printed to replace one that was damaged, misprinted or exchanged.
Business day Monday to Friday, excluding US federal holidays.

Solving common problems step by step

“I made a spelling mistake”

  1. Check the time on your order confirmation email.
  2. If less than 24 hours have passed, reply with the full corrected text. We fix it before printing.
  3. If more than 24 hours have passed, email us anyway. If it has not been printed, we still fix it; if it has, you can return the unused tumbler within 60 days of delivery for a corrected reprint or a refund.

“My tumbler arrived damaged”

  1. Take a photo of the damage and one of the box.
  2. Email both to us within 60 days of delivery, with your order number and whether you prefer a reprint or a refund.
  3. We approve the claim, usually the same business day, and reprint or refund. You normally keep or recycle the damaged item.

“My parcel has not arrived”

  1. Check the tracking link in your shipping email and our Order Tracking page.
  2. Remember that international tracking can pause for several days.
  3. If it is 7 business days past the latest estimated date, email us and we start an investigation.

“The gift was not right”

  1. Within 60 days of delivery, email us with the order number and the tumbler concerned.
  2. Choose an exchange (different size, colour or design) or a refund.
  3. Ship the unused tumbler back with our prepaid label within 14 days of approval.

“I was charged but did not get a confirmation”

  1. Search your inbox, spam and promotions folders for “Cozy Tumbler”.
  2. Check your bank app: a pending amount from a failed attempt is often released automatically by your bank.
  3. Email us with the name and email used at checkout. Please do not order again until we have checked, so you are not charged twice.

“My photo might not be good enough”

  1. Find the original picture on your phone, not a screenshot or a version sent through a messaging app.
  2. Email it to us before ordering if you are unsure, and we will tell you whether it will print sharply.
  3. If we find a problem after you order, we email you and wait for a better photo before printing.

Planning a gift around a date

Most of our tumblers are for birthdays, holidays, weddings and school events, all of which have fixed dates. Count back from the day: add 1–3 business days of processing to 7–14 business days of delivery, then add some margin, especially before Christmas and Mother’s Day. If your date is close, email us before ordering and we will give you an honest answer about timing. We do not offer paid express shipping.

Suggested latest order times, counted in business days before the date
Destination Typical total time Suggested margin
United States 8–17 business days Order at least 4 weeks ahead
Canada 8–17 business days Order at least 4 weeks ahead; more in December
Australia 8–17 business days Order at least 4 weeks ahead; more in December
New Zealand 8–17 business days Order at least 4 weeks ahead; more in December

Group and bulk orders

For classrooms, bridal parties, family reunions and work teams, choose one design and add one tumbler per person with each name. Collect all the names in one list and have one person check every spelling before ordering. Email us first if you need the set by a specific date or need an invoice for your organisation.

Shopping help

Not sure where to start? Browse by tumbler shape (skinny, wine, kids), by design (family, photo, pet), by occasion or by recipient. Our sitemap lists every page on the site.

Still need help?

Email support@cozytumbler.com, open a request on our Submit a Ticket page, or visit Contact Us. We reply within 1 business day. Cozy Tumbler, 401 Comfort Drive, Williamstown, NJ 08094, US.