Refunds & Exchanges

📋Policy Overview

At Cup Source, we stand behind the quality of every product we ship. As a wholesale drinkware and packaging supplier, we understand that issues can occasionally arise — from damaged shipments to order discrepancies. Our Refunds & Exchanges policy is designed to be fair, transparent, and easy to navigate.

💡 Quick Tip

For the fastest resolution, report any issues within 48 hours of delivery and include photos of the damaged or incorrect items along with your order number.

💰Refund Policy

We issue refunds in the following situations:

Damaged or defective products — Items that arrive broken, crushed, or otherwise unusable.
Wrong items shipped — Orders containing incorrect SKUs, sizes, or specifications.
Short shipments — Missing quantities that fall below the ordered amount.
Cancelled orders — Orders cancelled before they leave our fulfillment center.

Refund Methods

Refunds are processed using the original payment method. For wholesale account holders, refunds may be issued as account credits upon request.

Payment Method	Refund Method	Processing Time
Credit / Debit Card	Original Card	5–10 business days
Wire Transfer	Wire Back	7–14 business days
ACH / Bank Transfer	Original Account	3–7 business days
Net-30 Account	Account Credit or Invoice Adjustment	1–3 business days

🔄Exchange Policy

If you've received an incorrect or defective product and would prefer a replacement rather than a refund, we're happy to process an exchange.

Submit an exchange request through our support portal or email support@cupsource.com.
Include your order number, photos of the issue, and the correct product details you need.
Our team will review and approve your exchange within 1–2 business days.
Replacement items ship within 3–5 business days of approval at no additional cost.

✅ Free Replacement Shipping

For orders over 500 units where quality issues are confirmed, Cup Source covers all return and replacement shipping costs.

📦How to Initiate a Return

Follow these steps to start your refund or exchange:

Contact Support

Email or use the form below

Provide Details

Order #, photos, description

Get RMA Number

Return Merchandise Authorization

Ship Return

Use provided label if eligible

Receive Refund

Credit or replacement shipped

No return is accepted without an RMA number. Please label all return packages clearly with your RMA and order number.

⏱️Key Timeframes

Milestone	Timeframe
Report damaged / incorrect items	Within 48 hours of delivery
Report missing / short items	Within 7 days of delivery
RMA issued by Cup Source	Within 1 business day of claim
Return items received & inspected	Within 3 business days of receipt
Refund issued	Within 5 business days of inspection
Exchange replacement ships	Within 3–5 business days of approval

⚠️Return Conditions

For a return to qualify under this policy, the following conditions must be met:

Items must be unused, unopened, and in original packaging (unless defective or damaged on arrival).
Returns must be initiated within 14 days of the delivery date for non-defective items.
Products must not have been custom-printed or personalized (see Custom Orders section below).
Proof of delivery may be requested for high-value claims.

⚠️ Restocking Fee

A 15% restocking fee applies to returns of non-defective items that are returned for buyer's remorse or change of mind. This fee does not apply to orders under $200 or to items that are genuinely defective.

Items That Cannot Be Returned

Custom-printed or private-label products (unless print quality is defective).
Items that have been altered, assembled, or repackaged.
Products purchased from unauthorized third-party resellers.
Perishable or promotional free items included with orders.

🎨Custom & Private Label Orders

Custom-printed cups, bowls, and drinkware are made-to-order and therefore cannot be returned or refunded simply because you changed your mind. However, we guarantee print quality and will address the following:

Print defects — Misprints, smudged logos, or wrong artwork applied.
Wrong product base — Incorrect cup size, material, or lid type shipped.
Quality issues — Structural defects in the base product itself.

If any of the above occur, we will reprint and reship at no charge or issue a full refund. Please report print-related issues within 5 business days of delivery and include clear photos of the defect.

🌍International Orders

For customers outside the United States:

International returns require prior approval and an RMA number.
Return shipping costs for non-defective items are the buyer's responsibility.
Customs duties and import taxes are non-refundable.
Refunds for defective international items may be issued as account credits or full replacement shipments.

Common Questions

Frequently Asked Questions

Quick answers to the most common refund and exchange inquiries.

How do I start a return? +

Email support@cupsource.com with your order number, a description of the issue, and photos. We'll issue an RMA number and guide you through the rest.

Do I need to ship the defective items back? +

For small orders, we may request photos as proof and issue a refund or replacement without requiring a physical return. For large wholesale orders, we may need a sample returned for quality review.

What if my order was damaged during shipping? +

Report it within 48 hours. We'll file a claim with the carrier on your behalf and send a replacement or refund at no cost to you.

Can I get a refund as store credit instead? +

Yes — if you prefer, we can issue account credits that you can apply toward future orders. Just let us know when submitting your claim.

Are custom-printed orders refundable? +

Custom orders are non-refundable unless there's a print defect or we shipped the wrong product. In those cases, we'll reprint or refund in full.

How long does a refund take? +

Once we inspect and approve your return, refunds are processed within 5 business days. Bank processing times may add an additional 3–10 days depending on your payment method.