Returns & Exchanges Policy
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This Returns & Exchanges Policy explains how to send a Cozy Tumbler order back, how exchanges and reprints work, and what happens to your return once it reaches us. It covers the process: the steps, the packaging, the label and the timing. How and when your money comes back is explained separately on our Refund Policy page. Yes, this policy covers personalized tumblers too. Questions at any point go to support@cozytumbler.com, and a real person replies within 1 business day.
Returns at a glance
- Return window: 60 days from the date your order was delivered.
- What you can return: every tumbler we sell, including personalized and photo tumblers, for any reason.
- Return postage: free for every return. We send a prepaid label or reimburse the postage you paid.
- Exchanges and reprints: a different size, colour or design, or a corrected reprint, sent to you free of charge.
- Restocking fees: none.
- Ship-back deadline: within 14 days after we approve your return.
- Inspection: within 2 business days after your return arrives.
- Refund timing: issued within 7 days after your return is received and approved (details on our Refund Policy page).
Why we accept returns on personalized tumblers
Many shops refuse returns on anything with a name on it. We understand why: a tumbler that says “Grandma Joy” is hard to resell. We still think you deserve a fair answer when a gift does not work out, so every Cozy Tumbler order is covered by the same 60-day window, whether it is a plain monogram, a family name list or a photo of your dog. Personalized tumblers that come back are not resold as new. That is our cost to carry, not yours.
What we ask in return is simple: please personalize carefully, use the preview, and check spellings before you pay. Most of the returns we see could have been avoided by a second read of a name list.
The 60-day window, explained
You have 60 days from the date your order was delivered to tell us you want to return or exchange something. The date comes from the carrier’s delivery scan. If your parcel was delivered on March 3, you can start a return any time up to and including May 2. Starting the return within the window is what counts; the item can arrive back with us later, as long as you ship it within 14 days after we approve the return.
The same 60-day window applies to claims for damaged, defective, misprinted, wrong or missing items. You never have a shorter window because something was our fault.
What you can return, and in what condition
| Reason | Condition we ask for | Do you need to send it back? | Postage |
|---|---|---|---|
| Changed your mind, or the gift did not suit | Unused and clean, with lid and straw | Yes | Free (prepaid label or reimbursed) |
| Wrong size or colour for you | Unused and clean, with lid and straw | Yes, for an exchange | Free both ways |
| Arrived damaged (dent, cracked lid, scuffed print) | Any condition | Usually not; a photo is enough | Free |
| Misprint, spelling error we introduced, wrong design | Any condition | Usually not; a photo is enough | Free |
| Spelling error in the text you typed | Unused | Yes, or keep it and order a corrected one | Free |
| Defect found in use (lid will not seal, coating flaking) | Any condition | Sometimes; we will tell you | Free |
“Unused” means the tumbler has not been used for drinks, has not been through a dishwasher, and still has its lid and straw. If you are not sure whether an item counts as unused, ask us first; we would rather answer a question than refuse a return.
What we cannot take back
We cannot accept returns of items that were not bought from cozytumbler.com, or items returned after the 60-day window without a prior agreement. If a gift was bought by someone else, the recipient can still return it; see the gift returns section below.
How to start a return or exchange
- Email us at support@cozytumbler.com or use our Submit a Ticket page. Include your order number, which tumbler you are returning, and whether you would like a refund, an exchange or a corrected reprint.
- Add photos when something is wrong. For damage or a misprint, one photo of the problem and one of the outside of the box is usually enough.
- Get your approval and label. We reply within 1 business day with a return approval and either a prepaid return label or instructions to ship it yourself and send us the receipt for reimbursement.
- Pack and ship within 14 days. Put the tumbler back in its box or wrap it well, add a note with your order number, and drop it off with the carrier named on the label.
- Keep the drop-off receipt until the return is complete.
Please do not send anything back before you hear from us. Parcels that arrive without a return approval can take much longer to match to an order.
Return postage is on us
Every approved return travels at our cost, including change-of-mind returns. In most cases we email a prepaid label. When a label is not available for your country or carrier, ship the parcel by an affordable tracked service, send us a photo of the receipt, and we reimburse the postage to your original payment method together with your refund, or separately if you are exchanging. Tracked postage protects both of us: if a return goes missing, the tracking proves it was sent.
Customers in Canada, Australia and New Zealand: international return postage can cost more than a tumbler is worth. For change-of-mind returns we may tell you that you do not need to send the item back at all. We decide this case by case and will always tell you before you spend anything.
Exchanges and reprints
An exchange is the quickest way to end up with the tumbler you actually wanted. We offer three kinds:
- Size or colour exchange: for example a 20 oz skinny tumbler instead of a 12 oz wine tumbler, or a navy tumbler instead of white, carrying the same personalization.
- Design exchange: a different design of the same or lower price. If the new design costs more, we will tell you the difference before we print.
- Corrected reprint: the same tumbler printed again with corrected text or a better photo.
Because every replacement is printed to order, it goes through our normal 1–3 business days of processing, then ships free with the usual transit time described on our Shipping & Delivery page. When the problem was ours (damage, a misprint, the wrong design), we usually start the reprint as soon as we see your photo, without waiting for the original to come back.
An example: the misspelled grandchild
Imagine you order a grandma tumbler with eight grandchildren’s names and type “Jaxon” for a grandson named “Jackson”. The name is printed exactly as typed. You email us on day 12 after delivery. Because the tumbler is unused, we send a prepaid label, reprint the tumbler with the corrected spelling, and ship the new one as soon as the return label shows a carrier scan. If we had introduced the error, you would not need to return anything.
Damaged, defective or misprinted tumblers
If your tumbler arrives dented, the lid is cracked, the straw is missing, the print is smudged, or the design is not what you ordered, email us a photo within 60 days of delivery. In most cases you keep or recycle the faulty item and we reprint and reship it free, or refund you in full if you prefer. Occasionally we ask for a damaged item back so we can show it to the carrier or our print team; in that case the return is free and we send a label.
Defects that show up in normal use, such as a lid that stops sealing or a coating that starts to peel, are also covered within the 60-day window. Damage caused by a dishwasher, a microwave, a freezer or a drop is not a manufacturing defect, but write to us anyway; we will look at every case honestly.
Gift returns
If you received a Cozy Tumbler as a gift, you can return or exchange it within 60 days of delivery even though you did not place the order. Email us with the name of the person who ordered it or the order number from the packing slip. Refunds for change-of-mind gift returns go back to the original payment method, so the person who bought it will see the money; if you would like to keep the surprise, choose an exchange instead and we will send the new tumbler to you.
Returning part of a set
Group orders are common in our shop: six bridesmaid wine tumblers, a family reunion set, fourteen name tumblers for a nursing team. You can return or exchange any single tumbler from a set without sending back the others. If one bridesmaid drops out or changes her name before the wedding, for example, we can reprint just her tumbler with the new name as an exchange, or take that one tumbler back for a refund of its price. The rest of the set is not affected.
How to pack a tumbler for the trip back
A tumbler that arrives back dented cannot be checked properly, so a few minutes of packing helps. Put the lid on and the straw inside the tumbler, wrap the tumbler in paper, bubble wrap or a soft towel you do not need back, and place it in a sturdy box with a little padding at both ends so it cannot roll. A padded envelope alone is not enough for a stainless tumbler. Write your order number on a slip of paper inside the box, stick the prepaid label flat on the largest side, and cover or remove any old labels so the carrier scans the right one.
What happens after your return arrives
- We log it on the day it arrives and email you to confirm.
- We inspect it within 2 business days to confirm the item and its condition.
- We complete your choice: a refund under our Refund Policy, an exchange, or a reprint.
If a returned item is clearly used when the return was approved as unused, we email you photos and explain the options before anything else happens. We never deduct hidden fees.
Orders that have not shipped yet
If you change your mind within 24 hours of ordering, you do not need to return anything: we can cancel or change the order before it is printed. After that window, the tumbler may already be in production; it ships to you and you can return it within 60 days as described above. Read Cancel or Change an Order for details.
Help with a return
Email support@cozytumbler.com with your order number, and we will reply within 1 business day. Common questions are also answered in our FAQs.
The return address for your parcel is printed on your prepaid label or written in your approval email. Please wait for that email before sending anything. Business details: Cozy Tumbler, 401 Comfort Drive, Williamstown, NJ 08094, US.