FREQUENTLY ASKED QUESTIONS

Have a question? Want to learn more about our store or products? I’ve gathered some of the most popular questions, accompanied by thorough answers. If you can’t find what you’re looking for, contact me!

WHY DO CUSTOM ORDERS TAKE SO LONG?

Each mug starts as a stainless steel base. I then prep them one at a time by sanding, washing, and painting. Followed by the first layer of epoxy and glitter/ink, then more epoxy, decals, and more epoxy. The drying time for each layer of epoxy is anywhere from 6-12 hours, depending on what the next stage is (decals can't be applied for about 12 hours). Then the final curing time before I can safely hand any cup to a customer is 72 hours AFTER the final step. This allows for the epoxy to fully cure and release all of the chemicals making it safe to use

WHAT IS THE SHIPPING POLICY?

​Packages take 2-3 weeks to ship for custom orders and up to 1 week for RTS orders. I am not responsible for packages once they have been shipped. You will receive tracking information as soon as it ships - I can only see the same tracking information as the customer

  • If the package arrives damaged please contact me directly with as many photos as you can - my packages are insured and I can file a claim and work with you to create a new tumbler

  • Glass is not insurable by any courier or myself. For this reason, Buyer assumes all risks of damage during shipping

WHAT IS YOUR RETURN POLICY?

No refunds, returns or exchanges. Due to the handmade custom nature of my items, I do not offer refunds or returns unless it was a fault of my own (misspelled name or wrong colours, etc.). If you do experience any problems with your product please contact me using the "Contact" page and I will work with you to solve the problem as your satisfaction is my top priority!
*Problems do not include normal wear and tear or anything related to the care instructions*

WHAT IF I NEED MORE HELP WITH MY ORDER BEFORE PLACING IT?

Simple! Just send me an instant message using the chat feature on the website, send me an email, or a message to my Facebook page. We will discuss all the details of the design and once ready for payment I will direct you back to the website to officially place your order

WHAT ARE THE METHODS OF PAYMENT?

You can pay by using all major credit cards at check out or by the manual payment option to send an e-transfer
*No orders will be processed until the full e-transfer payment has been received*