Submit a Ticket

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Open a support ticket with Cozy Tumbler by choosing the topic below that best matches your request. Each link opens a new email to support@cozytumbler.com with the subject line already filled in, so your ticket reaches the right place straight away. Add your order number and the details listed for that topic, attach photos if something is wrong, and send. A real person replies within 1 business day, Monday to Friday, excluding US holidays.

Before you open a ticket

  • Have your order number ready (from your confirmation email, for example #1234).
  • Write from the email address you used at checkout if you can.
  • Attach photos for damage, misprints or photo-quality questions.
  • Never include card numbers, security codes or passwords. We will never ask for them.
  • One ticket per order keeps everything in one thread.

Choose your ticket topic

Ticket topics, what to include and typical first reply
Topic Open a ticket Include
Change my personalization (within 24 hours) Change my order Order number and the full corrected text or new photo
Cancel my order Cancel my order Order number, and which tumblers to cancel if not all
Where is my order? Order status Order number and the last tracking update you saw
Damaged, defective or misprinted tumbler Damaged or misprinted Order number, photos of the problem and the box, reprint or refund
Return or exchange Return or exchange Order number, which tumbler, refund or exchange (and the new size or colour)
Refund question Refund question Order number and the date of our refund email if you received one
Payment problem Payment problem What happened, amount and date; no card details
Question before ordering Question before ordering Who the tumbler is for, the occasion, the date and the destination country
Photo check Photo check The original photo as an attachment and the design you like
Group or business order Group order Number of tumblers, design, date needed, invoice details if required
Privacy request Privacy request What you would like: a copy, a correction or deletion of your data
Copyright or trademark concern DMCA or IP notice The elements listed on our DMCA page
Something else General support As much detail as you can

If the links above do not open an email app on your device, simply write to support@cozytumbler.com and copy the topic name into the subject line yourself.

What to write in each type of ticket

Changing personalization

Changes are free within 24 hours of ordering, before printing. Write the complete corrected text exactly as it should be printed, not just the letter that is wrong. For a family list, send the whole list in order. For a photo, attach the new file at its original size. We confirm every change by email; until you receive that confirmation, the original order stands. Full rules: Cancel or Change an Order.

Damage or a misprint

Take a clear photo of the problem in daylight, one of the whole tumbler, and one of the outside of the box if it was crushed. Tell us whether you would like a free reprint or a full refund. You have 60 days from delivery to report it, and in most cases you will not need to send the item back. Full rules: Returns & Exchanges Policy.

Returns and exchanges

Every tumbler can be returned or exchanged within 60 days of delivery, including personalized ones. Tell us which tumbler and whether you want a refund or an exchange. For an exchange, say which size, colour or design you would like instead. We reply with an approval and a prepaid label or postage instructions; return postage is always free.

Late or missing parcels

Include the order number and the latest tracking status. If the parcel is 7 business days past its latest estimated delivery date, we open an investigation with the carrier, which takes up to 5 business days, and then reprint or refund. If tracking says delivered but you cannot find it, tell us what you have already checked.

Questions before you order

Tell us who the gift is for, the occasion, the date it needs to arrive and the delivery country. If you are unsure whether names will fit or a photo will print well, attach the list or the photo. We will suggest designs and sizes and give you an honest view on timing.

What happens after you send a ticket

  1. Your email arrives and is time-stamped. For changes within the 24-hour window, that time stamp is what counts.
  2. A person reads it and replies within 1 business day, usually with a decision or the next step.
  3. We act: change the order, approve the claim, send a return label, start a carrier investigation or answer your question.
  4. We confirm in writing when the change, reprint, refund or exchange is done.
  5. Reply in the same thread if you need anything else, so the full history stays together.
Typical outcomes and timing after a ticket is approved
Outcome Timing
Change before printing Confirmed by email; your order continues normally
Reprint of a damaged or misprinted tumbler Printed in 1–3 business days, then shipped free
Refund after approval Issued within 7 days; your bank then posts it
Carrier investigation Up to 5 business days, then replacement or refund
Exchange New tumbler printed once your return is on its way

How to describe a problem clearly

The clearer the first message, the faster the fix. A helpful ticket answers four questions: which order (the order number), which tumbler (the name printed on it, especially in a set), what is wrong or what you need (in one or two plain sentences), and what you would like us to do (reprint, refund, exchange, change or advice). If timing matters, add the date and the delivery country. That is all we need; there is no form to fill in and no account required.

For printing problems, it helps to describe the difference between what you expected and what arrived: “the second name is missing”, “the photo is darker than the preview”, “the date reads 2025 instead of 2026”. We compare your description with the personalization saved on your order, so we can tell straight away whether the tumbler was printed as entered or whether we made a mistake.

Accessibility and alternative help

If you find it hard to write a long email, a short message with your order number is enough to start; we will ask simple follow-up questions. If any part of our site is difficult to use with assistive technology, tell us in a ticket and we will help you complete your order by email.

If you do not hear back

We reply to every ticket within 1 business day. If you have not received an answer by then, check your spam folder, then send a short follow-up in the same thread or write from another email address and mention your earlier message. Occasionally replies are filtered by email providers; adding support@cozytumbler.com to your contacts prevents this.

Keep your information safe

Support tickets are emails, and email is not the place for sensitive financial information. Never include a full card number, the security code on the back of a card, a bank login or any password. If you need to tell us about a payment, the amount, the date and the last four digits of the card are enough. If you receive an email claiming to be from Cozy Tumbler that asks for those details, do not reply and forward it to support@cozytumbler.com. More about how we protect information is in our Privacy Policy.

Tickets from gift recipients

If you received a tumbler as a gift, you can open a ticket yourself. Tell us the name printed on the tumbler and the order number from the packing slip if you have it. We can arrange an exchange or handle damage without contacting the buyer.

Response times and busy periods

We reply within 1 business day. In the weeks before Christmas and Mother’s Day, when many tickets arrive at once, we answer time-sensitive tickets first: changes inside the 24-hour window, damage claims and missing parcels. Please send one ticket per order and reply in the same thread rather than opening a new ticket for the same order; duplicate tickets slow everyone down.

Answers you may not need a ticket for

Example tickets you can model yours on

These are sample messages showing the level of detail that helps us answer in one reply.

A room parent’s teacher gift

Subject “Question before ordering”: “I would like one 20 oz tumbler for Mrs. Alvarez from the class, with ‘Love, Room 12’ on it, delivered to my home in Ohio before June 6. Is that realistic if I order this week?” A message like this gets design suggestions and an honest delivery estimate in the first reply.

A misprinted bridesmaid tumbler

Subject “Damaged or misprinted item”: “In order #1234, the tumbler for Jess shows ‘Maid of Honer’. Photo attached. I typed ‘Maid of Honor’. Reprint please.” When the error is ours, the reprint is approved straight away and no return is needed.

A family list correction

Subject “Change my order”, sent forty minutes after ordering: “Please print the grandchildren in this order: Ava, Jackson, Mia, Liam. The second name is Jackson, not Jaxon.” Sent inside the 24-hour window, a change like this is confirmed before printing.

A group order request

Subject “Group order”: “We would like fourteen 20 oz name tumblers in mint for our nursing team, one name each (list attached, checked by our unit manager), delivered to our hospital address in New Jersey by May 6. We will need an invoice addressed to the unit.” A message like this lets us confirm timing, the design and the invoice in a single reply.

A return for a different size

Subject “Return or exchange”: “Order #1234: the 12 oz wine tumbler for Mom is lovely but she would prefer the 20 oz skinny tumbler with the same design and names. The tumbler is unused.” We reply with a prepaid label and print the 20 oz tumbler as soon as the return is on its way.

Business details

Cozy Tumbler, 401 Comfort Drive, Williamstown, NJ 08094, US. Email support@cozytumbler.com. You can also visit our Contact Us page.