Claims Policy

📋 1. Policy Overview

Cup Source guarantees that all products shipped meet our strict quality standards and match the specifications listed on our order confirmation. We understand that damage during transit or manufacturing defects can occur, which is why we've established a transparent, efficient claims process.

✅ 2. Eligible Claims

We accept claims for the following reasons:

• Damaged in Transit: Products that arrive crushed, torn, dented, or otherwise physically damaged due to shipping.
• Manufacturing Defects: Products with flaws such as poor gluing, misprints, warping, incorrect sizing, or material inconsistencies.
• Incorrect Items: Orders where the wrong product, size, quantity, or customization was shipped.
• Missing Items: Partial shipments where one or more ordered items were not included.
• Expired Products: Any perishable items (e.g., certain adhesive lids) that arrive past their usable shelf life.
• Custom Print Errors: Custom-branded products where the print does not match the approved proof sent by Cup Source.

❌ 3. What Is Not Covered

The following situations are not eligible for claims under this policy:

• Damage caused by improper storage, handling, or use after delivery.
• Claims filed after the 14-day window from the delivery date.
• Normal wear and tear on reusable products.
• Claims related to product performance outside of intended use (e.g., using a cold cup for hot liquids).
• Custom print errors caused by incorrect artwork files submitted by the customer without prior approval confirmation.
• Minor variations in color due to different monitor displays or printing batches (within industry tolerance).

📝 4. Filing Your Claim

1. Inspect Your Delivery Immediately. Upon receiving your order, check the outer packaging for visible damage. Inspect all products inside for defects, incorrect items, or shortages.
2. Document the Issue. Take clear photos or short videos of the damaged or incorrect items. Include photos of the packaging, shipping labels, and any relevant details that support your claim.
3. Submit Your Claim. Email your claim to claims@cupsource.com or call us at 1-800-CUP-SRC (1-800-287-7722). Include your order number, a description of the issue, and all supporting documentation.
4. Wait for Review. Our claims team will review your submission within 3–5 business days. We may contact you for additional information if needed.
5. Resolution. Once approved, we will issue a replacement shipment, a full or partial refund, or store credit — whichever you prefer.

📎 5. Required Documentation

To ensure a swift review, please include the following with your claim submission:

• Order Number: From your confirmation email or packing slip.
• Delivery Date: As shown on the carrier tracking or receipt.
• Photos / Video: Clear images of the issue, including packaging and labels.
• Description: A brief written explanation of the problem.
• Contact Information: Name, email, and phone number for follow-up.
• Preferred Resolution: Replacement, refund, or credit — your choice.

🔄 6. Claim Resolution Options

Upon approval of your claim, you may choose one of the following resolutions:

• Replacement Shipment: We'll ship the correct or replacement items at no charge, typically within 3–5 business days.
• Full or Partial Refund: Issued to your original payment method within 5–7 business days of approval.
• Account Credit: Applied directly to your Cup Source account for use on future orders, often with a 5% bonus as a goodwill gesture.

For partial claims (e.g., only some items damaged), the refund or replacement will be proportional to the affected quantity.

⏱️ 7. Timelines & Deadlines

Please note the following important timelines:

🚫 8. Denied Claims

If a claim is denied, we will notify you via email with a detailed explanation. Common reasons for denial include:

• Claim filed outside the 14-day window.
• Insufficient or unclear supporting documentation.
• Issue falls under the "Not Covered" section of this policy.
• No evidence of damage or defect upon review.

If you disagree with the decision, you may request a review by emailing claims-review@cupsource.com within 7 days of the denial notice, along with any additional evidence.

🎨 9. Custom & Branded Orders

Custom-printed products require an approved proof before production begins. Cup Source is responsible for print errors only if:

• The final product does not match the customer-approved proof.
• The proof was never sent for approval before production started.

If the customer approves an incorrect proof (e.g., wrong logo, color, or text), Cup Source is not liable for reprints unless the error originated on our end.

🌍 10. International Orders

For orders shipped outside the United States:

• Claims must still be filed within 14 days of delivery confirmation.
• Customs delays are outside Cup Source's control and do not extend the claims window.
• International replacements may incur additional shipping fees depending on destination.
• Refunds for international claims are processed in the original currency of purchase.

📦 11. Large & Bulk Orders

For orders exceeding 10,000 units or scheduled multi-drop shipments:

• Each delivery drop is considered a separate shipment for claims purposes.
• The 14-day filing window begins per individual drop date.
• Bulk claims may require a physical inspection or third-party carrier investigation.
• Pro-rated replacements or credits may apply for partial bulk shortages.

❓ How long do I have to file a claim?

You must submit your claim within 14 calendar days of the confirmed delivery date. Claims submitted after this window cannot be processed.

❓ Do I need to return the damaged items?

In most cases, no. We do not require returns of damaged or defective items. However, we may request that you hold the items for a brief period in case a carrier investigation is needed.

❓ Can I change my preferred resolution after approval?

Yes — as long as the resolution has not yet been processed. Contact us immediately if you'd like to switch from a replacement to a refund, or vice versa.

❓ What if my claim is still not resolved?

If your issue remains unresolved after the standard review process, please contact our Customer Relations team at relations@cupsource.com. We take every customer concern seriously and will escalate your case accordingly.

📞 Need to Reach Us Directly?

Our Claims Team is available Monday through Friday, 8:00 AM – 6:00 PM EST:

• Email: claims@cupsource.com
• Phone: 1-800-CUP-SRC (1-800-287-7722)
• Live Chat: Available on our website during business hours
• Mail: Cup Source, Attn: Claims Department, 1200 Commerce Blvd, Suite 400, Columbus, OH 43215