Refund Policy
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This Refund Policy explains when Cozy Tumbler refunds your money, how much is refunded, how long it takes and where it goes. It is about money. The practical steps for sending a tumbler back, packing it and getting a label are on our Returns & Exchanges Policy page, and changes before production are covered on Cancel or Change an Order. If you have a question about a specific refund, email support@cozytumbler.com with your order number; we reply within 1 business day.
Refunds at a glance
- Refund timing: issued within 7 days after your return is received and approved, your claim is approved, or your cancellation is confirmed.
- Where it goes: back to your original payment method, or store credit if you ask for it.
- Eligibility window: 60 days from delivery, for every tumbler, including personalized ones.
- Full refunds: damaged, defective, misprinted, wrong or lost items, and orders cancelled within 24 hours.
- Return postage: free for every approved return; never deducted from your refund.
- Fees: no restocking fees, no processing fees.
When you are entitled to a refund
Every situation below is covered for 60 days from the delivery date shown by the carrier. Each case tells you what we refund and what, if anything, we need from you.
Your tumbler arrived damaged, defective or misprinted
A dent, a cracked lid, a smudged or misaligned print, a peeling coating, or a design that does not match what you ordered: send us a photo and we refund the full price of the affected tumbler, or reprint it free if you would rather have the gift. In most cases you do not need to send it back. Shipping was already free, so there is no shipping charge to refund.
We printed something different from what you typed
If we introduced an error, such as a missing letter, a swapped date or the wrong photo, it is our mistake and the refund or reprint is in full, with no return needed. We compare against the personalization saved with your order, so you never have to argue about what you typed.
You typed a spelling or date incorrectly
If the tumbler was printed exactly as you entered it, we still accept it back within 60 days for a refund of the tumbler price, as long as it is unused, and the return postage is on us. Many customers prefer a corrected reprint as an exchange instead, which keeps the gift on track.
Your parcel was lost in transit
If tracking stops or your order has not arrived 7 business days after the latest estimated delivery date, contact us. After a carrier investigation of up to 5 business days, we refund the order in full or reprint and reship it, whichever you choose. See Shipping & Delivery for how we handle parcels marked delivered that cannot be found.
You changed your mind
The gift was not quite right, the recipient already had one, or you simply prefer something else. Return the unused tumbler within 60 days of delivery and we refund the tumbler price. Return postage is free, and there is no restocking fee, even on personalized items.
You cancelled within 24 hours
Orders cancelled within 24 hours of being placed, before printing starts, are refunded in full. If an order has already gone to print, it ships to you and can be returned within 60 days.
We cancelled your order
If we have to cancel an order, for example because a photo cannot be printed clearly and we cannot reach you, a design cannot legally be printed, or an item is no longer available, we refund the full amount you paid and tell you why.
How long refunds take
We issue your refund within 7 days after the trigger event. Your bank or card issuer then needs its own time to post the money to your account, which is outside our control.
| Situation | The 7 days start when | Return needed? |
|---|---|---|
| Damaged, defective or misprinted | We approve your photo claim | Usually no |
| Wrong design or our printing error | We approve your photo claim | Usually no |
| Lost parcel | The carrier investigation ends (up to 5 business days) | No |
| Change of mind or your own typo | Your return arrives and is inspected (within 2 business days of arrival) | Yes, unused |
| Cancellation within 24 hours | We confirm the cancellation | No |
| Cancelled by us | We cancel the order | No |
We email you the day the refund is issued. If you do not see it on your statement a few business days after that email, check with your bank first, then write to us and we will send the refund reference so your bank can trace it.
How you are refunded
Refunds go back to the payment method you used at checkout. We cannot send a refund to a different card, account or person, which protects you against fraud. If your card has expired or been replaced, the card issuer normally routes the refund to your new card; if that fails, contact us and we will find another safe way to return the money.
If you prefer store credit, tell us when you request the refund. Store credit is issued as a code for the same amount, has no expiry, and can be used on any tumbler. Store credit is always optional: you can always choose a refund to your original payment method instead.
What is included in the refund
- The tumbler price you paid, after any discount you used. If you used a discount on several tumblers and return one, the refund is that tumbler’s discounted price.
- Shipping: shipping on your order was free, so there is no shipping charge to refund.
- Return postage: every approved return is free. If you paid for postage yourself because no prepaid label was available, we reimburse it with your refund on receipt of the postage receipt.
- Import charges: for orders to Canada, Australia or New Zealand that are lost, damaged or misprinted, contact us about any duties or taxes you paid; we will look at reimbursing them as part of the claim.
Partial refunds
We only make a partial refund in two cases, and we always explain before acting:
- You return part of an order. If you return two tumblers from a set of six, we refund the two tumblers you returned.
- You agree to keep an item with a small flaw. Sometimes a customer would rather keep a tumbler with a tiny print mark than wait for a reprint before a birthday. In that case we may offer a partial refund, and you decide whether to accept it.
We never reduce a refund because an item was personalized, because the box was opened, or to cover our own return postage.
Currency and exchange rates
All prices on cozytumbler.com are in US dollars, and refunds are issued in US dollars for the same amount you were charged for the refunded items. If your card is in Canadian, Australian or New Zealand dollars, your bank converted the payment when you ordered and converts the refund again when it arrives. Exchange rates move between those two dates, and some banks add a foreign transaction fee, so the amount you see in your own currency can be slightly higher or lower than the original charge. That difference is set by your bank, not by us, and we cannot control it. If you want to avoid it entirely, choose store credit, which is issued in the same US dollar amount.
Refunds or store credit: which to choose
For most people a refund to the original payment method is the obvious choice. Store credit can make sense if you already know you will order again soon, for example when you are returning a 12 oz wine tumbler because you have decided a 20 oz skinny tumbler suits Mom better, or when the next birthday in the family is a few weeks away. Store credit is issued the moment your return is approved rather than waiting for a bank to post it, and you can split it across several future orders. Whatever you choose, tell us in your email and we will confirm before anything is processed. If you change your mind before the refund is issued, just reply to our email.
Refunds on orders that used a discount
When an order used a discount code, the discount is spread across the items it applied to. If you return everything, you get back exactly what you paid. If you return only part of the order, the refund is the price you actually paid for the returned tumblers after their share of the discount. If a return means your remaining order no longer meets the conditions of a promotion, we still do not charge you anything extra; we simply refund the returned items at their discounted price.
Payment disputes and chargebacks
If something has gone wrong, please contact us before opening a dispute with your bank or payment provider. Most problems are solved within one or two emails, and a refund from us usually reaches you faster than a chargeback. If you have already opened a dispute, let us know; we will respond to it with the facts of your order and will not hold it against any future order. We never refuse a refund that this policy entitles you to because a dispute was opened.
Gifts and refunds
Refunds always go to the person who paid. If you received a tumbler as a gift and want to return it, the refund goes to the buyer’s original payment method. To keep it private, choose an exchange or a reprint instead, which is handled under our Returns & Exchanges Policy.
A few worked examples
- A dented kids tumbler. A parent emails a photo of a kids tumbler whose lid was cracked in transit. We approve the claim the same day; the reprint ships after 1–3 business days of processing, or, if she prefers, the tumbler price is refunded within 7 days of approval. Nothing goes back to us.
- A bridal set with one change. One of six bridesmaids drops out after the tumblers arrive. The unused tumbler is returned with our prepaid label; once it arrives and is inspected, the refund for that one tumbler is issued within 7 days.
- A lost parcel to Australia. Tracking stops for three weeks. Seven business days after the latest estimate, the customer writes; after the carrier investigation, she chooses a full refund, issued within 7 days.
Helping us refund you quickly
Three details make a refund request fast: the order number from your confirmation email, the name printed on the tumbler concerned (so we pick the right one from a set), and, for damage or a misprint, a clear photo taken in daylight. With those, most claims are approved on the day we read them.
Questions about a refund
Email support@cozytumbler.com or use our Submit a Ticket page with your order number and the tumbler concerned. We reply within 1 business day. You can also read quick answers in our FAQs.
Cozy Tumbler, 401 Comfort Drive, Williamstown, NJ 08094, US.