Payment Methods
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This page explains how paying for a Cozy Tumbler order works: which payment options you can use, the currency we charge in, when your payment is taken, how it is kept secure, and what to do if a payment does not go through. Personalized tumblers are printed only after an order is paid, so a smooth payment is also the first step towards your tumbler reaching the print queue on time. If you have a question that is not answered here, email support@cozytumbler.com; we reply within 1 business day.
Payments at a glance
- How to pay: the payment options available for your order are shown on the checkout page before you confirm.
- Currency: all prices are in US dollars (USD).
- Shipping: free to the United States, Canada, Australia and New Zealand, so the total you see at checkout is the product total plus any applicable tax.
- When you are charged: when you place your order.
- Security: payments are processed by the payment provider over an encrypted connection; we never see or store your full card number.
- Refunds: always to your original payment method, issued within 7 days after approval.
Which payment options you can use
The payment options we accept are displayed on the checkout page, together with the name of the provider that processes them. We only show an option at checkout when it is connected and working, so if you can see it, you can use it. We do not accept payment by email, by phone, by bank transfer to a personal account, or by gift cards from other retailers, and we will never ask you to pay outside the checkout page.
If the option you prefer is not shown, email us before ordering and tell us which method you would like to use. We are always reviewing which methods our customers ask for, and we will tell you honestly whether it is something we can offer.
Paying for someone else’s gift
Your billing address does not need to match the delivery address. Many of our orders are gifts sent directly to a grandparent, a teacher or a friend, so you can pay with your own card and ship to their address, as long as the delivery address is in the United States, Canada, Australia or New Zealand. No prices are printed on the packing slip.
Currency, prices and what the total includes
Every price on cozytumbler.com is in US dollars. Shipping is free, there is no minimum order, and the order total at checkout is the amount charged. If your card is issued in another currency, such as Canadian, Australian or New Zealand dollars, your bank converts the US dollar amount at its own exchange rate and may add a foreign transaction fee. That fee is charged by your bank, not by us, so check with your card issuer if you are unsure.
| Part of the total | How it is calculated |
|---|---|
| Tumblers | The price shown on each product page for the size, colour and design you chose |
| Personalization | Included in the product price unless the product page shows a separate option price |
| Discount | Subtracted if you apply a valid code |
| Shipping | Free ($0.00) to the US, Canada, Australia and New Zealand |
| Sales tax | Added only where required by law, and always shown before you pay |
When you are charged
Your payment is taken when you place your order. That is what releases the order into our 24-hour change window and then into proofreading and printing. You will receive an order confirmation email with your order number and the personalization you entered as soon as the payment succeeds. If you do not receive it within an hour, check your spam folder and then contact us; do not place the order again until you have checked, so you are not charged twice.
If you change an order within 24 hours and the new option costs more, we send you a secure payment link for the difference. If it costs less, we refund the difference to your original payment method.
How your payment is protected
Payments are handled by the payment provider named at checkout, which is responsible for processing card and wallet payments securely and meets the card industry’s security standards. The whole of cozytumbler.com uses HTTPS encryption, shown by the padlock in your browser’s address bar. We receive confirmation that payment succeeded and limited details such as the card type and the last four digits, never the full card number or security code.
Some banks ask you to confirm a payment through their own app or a one-time code. That extra step is your bank protecting you and is a normal part of paying online.
If your payment is declined
A declined payment does not create an order, and you are not charged. The most common reasons are:
- the billing address or postcode does not match what your bank has on file;
- the card has expired, or the security code was mistyped;
- your bank blocked an international or online payment as a precaution;
- the bank’s confirmation step timed out.
Check the details and try once more. If it is declined again, contact your bank, which can see the reason, or try another payment option shown at checkout. Sometimes a bank places a temporary hold for a failed attempt; that hold is released by your bank, usually within a few business days.
Checking out on a phone
Most of our customers personalize and pay on a phone. Checkout is designed to work on small screens, but two habits help: finish your personalization and payment in one session rather than switching apps halfway, and if your bank asks you to approve the payment in its app, return to your browser afterwards and wait for the order confirmation page to load before closing it. If the page freezes after you approved the payment, do not pay again; check your email for an order confirmation first, then contact us if nothing has arrived after an hour.
Order verification and fraud prevention
To protect our customers, the payment provider screens every payment automatically. Occasionally an order is flagged for review, for example when the billing and delivery countries differ and the order is unusually large. In that case we may email you to confirm a detail before we print. We will never ask you for your full card number, security code or password by email. If you receive a message claiming to be us that asks for those details, do not reply, and forward it to support@cozytumbler.com.
Taxes
Any sales tax that applies to your order is calculated and shown at checkout before you pay. For orders delivered to Canada, Australia and New Zealand, the destination country may charge import taxes or duties when the parcel arrives. Those charges are set by that country, and our Shipping & Delivery page explains how to handle them.
Discount codes and store credit
If you have a valid discount code or store credit code, enter it in the coupon field at checkout before you pay. The total updates immediately. Only one discount code can be used per order unless a promotion says otherwise. Store credit issued for a return has no expiry. If a code does not work, check the spelling, the expiry date and any conditions, then email us and we will look into it.
Refunds to your payment method
Refunds always go back to the payment method you used. We issue them within 7 days after a return is received and approved, a claim is approved, or a cancellation is confirmed, and your bank then posts the money in its own processing time. The full rules are on our Refund Policy page.
Paying for a large or group order
Teams, schools and bridal parties often order many tumblers at once, for example fourteen name tumblers for nurses week. You can pay for the whole order in one checkout. If your organisation needs an invoice with its name and address for its records, email us after ordering with the details and we will send one. If you are collecting money from several people, it is usually easiest for one person to place and pay for the order.
Keeping your details safe
- Only enter payment details on the cozytumbler.com checkout page or the payment provider’s own secure page.
- Never send card numbers, security codes or passwords by email, chat or our ticket form.
- Use a strong, unique password if you create an account.
- Check your bank statement after ordering; charges appear under our store name or the payment provider’s name.
Frequently asked payment questions
Why was I charged before my tumbler shipped?
Every tumbler is printed for you after you order, so payment is taken at the time of order. Shipping follows after 1–3 business days of processing.
Can I pay in Canadian, Australian or New Zealand dollars?
Prices are charged in US dollars. Your bank converts the amount to your currency.
I was charged twice. What should I do?
Often one of the charges is a temporary authorisation from a failed attempt, which your bank releases. If you see two completed charges for one order, email us with both amounts and dates and we will check immediately and refund any duplicate.
Do you keep my card on file?
No. We do not store card numbers on cozytumbler.com. If a payment provider offers to remember your details for faster checkout, that is stored by the provider under its own terms, and you can decline it.
Can I pay after my tumbler is printed?
No. Because each tumbler carries your personalization, we cannot print first and charge later. Payment at checkout is what reserves your place in the print queue.
Can I split one order across two cards?
Not at the moment. If you need to split the cost, place two separate orders; both ship free.
What happens to my payment if I cancel within 24 hours?
We cancel the order before printing and refund the full amount to the same payment method within 7 days of confirming the cancellation. If your bank showed only a pending authorisation, it may simply disappear from your statement instead of appearing as a refund.
Is it safe to pay on public Wi-Fi?
The checkout is encrypted, but for any online payment it is sensible to use your own mobile data or a trusted home network rather than an open public network, and to make sure the address bar shows cozytumbler.com with a padlock.
Contact us about a payment
Email support@cozytumbler.com with your order number (if you have one) and a description of the problem, without any card details. We reply within 1 business day. You can also use our Submit a Ticket page or read our FAQs. Cozy Tumbler, 401 Comfort Drive, Williamstown, NJ 08094, US.