We stand behind the quality of every product we ship. If you have an issue, our team is here to make it right quickly and fairly.
At Cup Source, we ensure every order meets strict quality standards before it leaves our warehouse. In the rare case that a product arrives damaged, defective, or does not match your order, we offer a straightforward return and replacement process.
Returns must be initiated within 14 calendar days of delivery. Products must remain in their original packaging and unused. Custom-branded items are eligible for replacement only if a manufacturing defect is identified.
For orders over $500, our team provides a dedicated claims coordinator to handle your case from start to finish.
14 days from the confirmed delivery date. Late submissions may still be reviewed on a case-by-case basis.
We cover return shipping costs for all verified defective or damaged products. A prepaid label will be emailed within 24 hours of claim approval.
Items must be unopened, undamaged (beyond the original defect), and returned in original bulk packaging when possible.
Our streamlined process ensures your return or claim is handled with speed and care.
Fill out our online claim form or email claims@cupsource.com with your order number and photos.
Our quality team reviews your submission within 1-2 business days and responds with next steps.
Use the prepaid shipping label provided. Pack items securely in their original packaging.
Once received and inspected, we process a replacement shipment or full refund within 5 business days.
Example of how we categorize and track common claim types for full transparency.
| Claim Type | Description | Resolution Time | Status |
|---|---|---|---|
| Defective Product | Manufacturing defect affecting usability or appearance | 3-5 business days | Replacement |
| Shipping Damage | Product damaged during transit by carrier | 2-4 business days | Replacement |
| Wrong Item Shipped | Order fulfillment error on our end | 1-3 business days | Replacement | \n
| Quality Discrepancy | Product does not match catalog specifications | 5-7 business days | Under Review |
| Unapproved Customization | Custom print or shape does not match proof | 7-10 business days | Under Review |
| Change of Mind | Customer initiates return for non-defect reasons | Varies | Case-by-Case |
Find quick answers to common questions about returns, replacements, and claims.
You have 14 calendar days from the confirmed delivery date to initiate a return or claim. If you believe there is a valid reason for an extension, please contact our support team directly.
No. For all approved claims involving defective, damaged, or incorrectly shipped items, Cup Source provides a prepaid return shipping label. You will receive it via email within 24 hours of claim approval.
Custom-branded items can be returned only if a manufacturing defect (e.g., misalignment, wrong logo placement, print errors) is verified. We do not accept returns on custom items due to changes in business needs or design preferences.
If you notice visible damage upon delivery, you may refuse the package at the door. Please notify our team within 24 hours with photos (if available) and your order number so we can expedite a replacement shipment.
Once your return is received and inspected, refunds are processed within 5 business days. Credit card refunds may take an additional 3-7 business days to reflect on your statement depending on your bank.
For time-sensitive claims, email urgent@cupsource.com or call our dedicated claims line at 1-800-555-0174. Our team typically responds within 2 hours during business hours.
Our support team is ready to assist you. Reach out and we'll resolve your issue as quickly as possible.
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