We want you to be completely satisfied with your order. If something isn't right, we're here to make it easy.
We've streamlined the process to minimize disruption to your business. Here's how it works:
Reach out via email, phone, or our online form within 30 days of delivery with your order number.
Complete our return/exchange form with photos (if applicable) and a description of the issue.
We'll provide a prepaid shipping label for returns or dispatch replacements directly for exchanges.
Receive your refund to the original payment method within 5β7 business days, or your exchange ships free.
You may initiate a return or exchange request within 30 calendar days from the date of delivery. Orders received outside of this window will not qualify for a refund or exchange unless a defect is discovered later β in which case, contact us and we'll make an exception.
| Process | Timeframe | Status |
|---|---|---|
| Return Request Window | 30 days from delivery | Standard |
| Return Label Issued | Within 24 hours of approval | Standard |
| Refund Processing | 5β7 business days after receipt | Pending |
| Exchange Dispatch | 3β5 business days | Standard |
| Custom / Printed Orders | 14 days (defects only) | Restricted |
Need a different size, style, or quantity? We process exchanges at no additional shipping cost. Simply contact our team with your order details and the product you'd like exchanged. If the new item costs more, you'll only pay the difference. If it costs less, we'll refund the balance.
For defective, damaged, or incorrect items, Cup Source covers all return shipping costs with a prepaid label. For non-defective returns (e.g., "no longer needed"), return shipping is the customer's responsibility. We offer partial restocking discounts for large wholesale orders returned in original condition.
Refunds are issued to the original payment method used at checkout. For credit card payments, refunds typically appear within 5β7 business days. Wire transfer refunds may take up to 10 business days depending on your bank.
Custom-printed cups, bowls, and branded items are non-returnable unless they arrive with a manufacturing defect (printing errors, wrong logo, material flaws). Defective custom orders are eligible for a full replacement at no cost. Please notify us within 14 days of delivery with clear photos.
International customers are responsible for return shipping costs. We will reimburse up to $50 toward return postage for defective or incorrect international orders upon receipt of proof of postage and the returned goods.
Understand what qualifies for a return or exchange so you can plan with confidence.
Here's a visual breakdown of each step once you submit your return request.
Fill out our online form or email us with your order number, product details, and reason for return. Attach photos if applicable.
Our support team reviews your request and responds within 24 hours. You'll receive a confirmation email with a return authorization number.
For qualifying returns, we'll email you a prepaid return shipping label. Print it, attach it to your package, and drop it off at any authorized carrier location.
Track your return shipment with the provided tracking number. We'll notify you once the package arrives at our warehouse.
Once your return is inspected and approved, your refund is issued or your exchange is shipped. You'll receive a confirmation email with all details.
Quick answers to the most common return and exchange questions.
You can start a return by visiting our online return portal, emailing returns@cupsource.com with your order number, or calling us at +1 (800) 555-CUPS. Include details about the issue and any relevant photos.
You have 30 calendar days from the date of delivery to submit a return request. For custom-printed items with defects, the window is 14 days. We make exceptions on a case-by-case basis.
If the item is defective, damaged, or incorrect, Cup Source covers return shipping with a prepaid label. For non-defective returns, the customer is responsible for shipping costs. We may offer partial restocking credits for large wholesale returns.
Absolutely! We process exchanges at no additional shipping cost. Contact us with your order number and the product you'd like to exchange. Price differences are handled automatically β you pay more or receive a refund accordingly.
Once your return is received and inspected, refunds are processed within 5β7 business days for credit/debit cards and up to 10 business days for wire transfers. Processing time may vary based on your bank.
Custom-printed items are non-returnable unless they arrive with a manufacturing or printing defect (wrong logo, print errors, material flaws). Defective custom orders qualify for a full replacement. Contact us within 14 days of delivery with photos.
If your order arrived partially, let us know within 30 days and we'll ship the missing items at no charge or issue a proportional refund for the undelivered portion β whichever you prefer.