Return & Refund Policy

While we pack our custom insulated mugs with reinforced master cartons and export-grade pallets, logistics accidents can occur. Please inspect your shipment immediately upon arrival. If you find transit damage:

1. Take clear photos of the damaged outer cartons and the inner items.
2. Contact your account manager within 48 hours of discovering the issue. If you report it later, we will still work with you to find a solution.
3. We will review the damage and confirm the available remedy and any shipping arrangements in writing, according to the agreed order terms.

For blank sample returns, contact us with the sample order details before shipping anything back. Eligibility, return window, shipping cost and available remedies should be confirmed under the applicable order terms.

Direct exchanges are treated as a return followed by a new order. You would return the unwanted inventory (at your shipping expense) and place a new order. This ensures accurate global inventory tracking for our bulk custom thermoslines.

After we receive an authorized return, we will inspect the goods and confirm the proposed remedy in writing. Any refund or credit method and timing will follow the approved claim and agreed payment terms; bank processing times may vary.