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Returns & Refunds Policy

We want you to be completely satisfied with your order. If you have any issues, our returns and refunds process is straightforward and hassle-free.

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Last updated: January 15, 2025. This policy may be updated periodically. Please check back for the latest terms.

1. Return Window

Items may be returned within 30 calendar days of the delivery date. To be eligible for a return, your item must be in its original, unused condition — still sealed in its factory packaging and free from damage caused after delivery.

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Good to know: We recommend inspecting all items upon delivery. File any claims within 48 hours for the fastest resolution.

Returns initiated after the 30-day window will not be eligible for a refund or exchange. Please contact our support team if you believe there are extenuating circumstances.

2. Eligible & Ineligible Items

Item Category Eligible for Return Conditions
Paper Cups ✅ Yes Unopened, undamaged packaging
Plastic / PET Cups ✅ Yes Sealed, within return window
Takeaway Bowls ✅ Yes Unused, original packaging intact
Lids & Sleeves ✅ Yes Unopened bulk packaging
Custom / Branded Orders ❌ No* *See Section 3 below
Straws & Utensils ✅ Yes Unopened, within 30 days
Samples ❌ No Samples are final sale
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Important: Custom-printed and personalized items are considered final sale due to the specialized nature of production. However, if the item arrives damaged or defective, we will still resolve the issue.

3. Custom & Personalized Orders

Items that are custom-printed with your logo, artwork, or specific design specifications cannot be returned once production has begun. We understand this is a significant commitment, so we follow a rigorous pre-approval process:

  1. Artwork Proof: We send a digital proof of your design for your approval before any printing begins.
  2. Sample Request: We recommend ordering a physical sample (available for most products) before committing to a large order.
  3. Approval Confirmation: Production starts only after you confirm the proof.
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Production Errors: If an error occurs on our end (wrong colors, incorrect logo, misalignment), we will reprint and reship the order at no cost to you — or issue a full refund.

For custom orders with minor discrepancies that don't affect usability, we may offer a partial refund or discount on future orders as a goodwill gesture. Contact our team to discuss.

4. Refund Policy

When your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed within 5–7 business days to the original payment method.

Refund Breakdown

Component Refundable?
Product cost ✅ Fully refundable
Shipping (initial order) ⚠️ May vary by circumstance
Return shipping cost ❌ Not refundable
Restocking fee (orders over $5,000) ⚠️ 10% may apply
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Note: For orders over $5,000, a 10% restocking fee may apply to returns unless the item is defective or damaged. For smaller orders, no restocking fee is charged.

Partial Refunds

In cases where items are partially damaged or where you wish to keep a portion of the order, we will issue a prorated refund based on the quantity of eligible items. Contact our team to arrange.

5. Damaged or Incorrect Items

We take great care in packaging and shipping every order. However, if you receive damaged or incorrect items, we will make it right — no questions asked.

1

Take Photos

Document the damage or discrepancy with clear photos of the packaging and the product itself.

2

Contact Support

Email returns@cupsource.com or call 1-800-CUP-SOURCE within 48 hours of delivery with your order number and photos.

3

Resolution

We'll review your claim within 24 hours and offer a replacement shipment, full refund, or credit — your choice.

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Free Return Shipping: For damaged or incorrect items, Cup Source covers all return shipping costs. A prepaid label will be provided.

6. How to Initiate a Return

Follow these steps to start your return process:

1

Gather Your Order Details

Have your order number, purchase date, and item details ready. You'll find these in your order confirmation email.

2

Reach Out to Us

Email returns@cupsource.com with your request, or call us at 1-800-CUP-SOURCE (Mon–Fri, 8am–6pm EST).

3

Receive Return Authorization

Our team will issue a Return Merchandise Authorization (RMA) number and provide a prepaid shipping label (for eligible returns).

4

Package & Ship

Securely pack the items in their original packaging and attach the provided shipping label. Drop off at any authorized carrier location.

5

Track & Receive Refund

Once we receive and inspect your return, your refund is processed within 5–7 business days. You'll receive a confirmation email.

7. Exchanges

We offer exchanges for different sizes, colors, or product types when available in stock.

  • • Direct exchange: Available for identical items where size/color differs. Free for Cup Source errors; standard shipping fees apply for customer-initiated exchanges.
  • • Return + repurchase: You may return an item for a refund and place a new order separately. This is often the fastest option for out-of-stock items.

Exchanges must be requested within the 30-day return window. Expedited shipping upgrades are available at checkout for exchanged orders.

8. International Returns

For international orders, the return process is the same, with the following additional considerations:

Detail Information
Return shipping Customer is responsible for return shipping costs to our US warehouse unless the item is damaged/incorrect.
Customs & Duties Import duties, taxes, and customs fees are non-refundable. These are charged by the destination country.
Processing time Allow an additional 3–5 business days for international return processing due to transit time.
Tracking A tracking number is recommended for all international return shipments.

Frequently Asked Questions

Once your return is received and inspected, refunds are processed within 5–7 business days to the original payment method. Credit card refunds may take an additional 3–5 business days to appear on your statement depending on your bank.
Returns must be initiated within 30 days of delivery. Orders older than 30 days are generally not eligible for returns. However, if you have extenuating circumstances, please reach out to our support team — we'll do our best to help.
We sincerely apologize for the error. Please contact us within 48 hours of delivery with photos and your order number. We'll send a prepaid return label and ship the correct item via expedited shipping at no cost to you.
Yes! You can opt for a full store credit (also called a gift certificate) in place of a refund to your original payment method. Store credit can be used on any future order and never expires. This is often the fastest way to resolve your return.
For orders under $5,000, no restocking fees apply. For orders over $5,000, a 10% restocking fee may apply for returns that are not due to damage or our error. Contact your account manager for details specific to your account.
Yes! Orders can be canceled for a full refund before they leave our warehouse. For custom-printed orders, cancellations must be requested before production begins. Please contact us immediately if you need to cancel or modify an order.
Returns should be sent to our US warehouse:

Cup Source Returns Department
1234 Warehouse Drive, Suite 100
Louisville, KY 40202
United States

Please include your RMA number on the outside of the package.

Still Have Questions?

Our customer support team is here to help. Reach out and we'll resolve your issue quickly.

Email Us →
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1-800-CUP-SOURCE
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returns@cupsource.com
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Live Chat (Mon–Fri 8am–6pm EST)