Refund policy

  1. Eligibility & Condition

We want you to try the mug. Returns are accepted within 30 days of delivery if the mug is clean, dry, and resellable:

Allowed: brief trial/use, spotless interior/exterior, no odor, all parts included (e.g., lid, straw/inserts).
Not allowed: scratches, dents, scuffs, stains, odors, worn knurling/finish, missing or damaged parts, heavy wear.
Packaging: Original packaging is recommended for safe travel; protective packing is required. Returns damaged in transit due to insufficient packing may be declined.

Non-returnable: Final-sale items, gift cards, custom/bespoke products, and gifts-with-purchase (unless the gift is also returned).

  1. Start a Return

Open our contact form and enter your order ID + shipping zip.
We will send you the prepaid return label. For Tuff Mug returns only, if the return reason is that the item was mistaken for a heavy novelty mug (20+ lbs) or mistaken for another product, return shipping is the customer’s responsibility.
Download/print the return label provided and apply it to your original box.
Drop the package. We’ll inspect on arrival and refund to your original payment method.

Processing time: We typically process refunds within 2–3 business days after intake. Banks/card issuers may take a few additional days to post.

  1. Exchanges

Want a different color/quantity? The fastest route is to place a new order now and return the original with our prepaid label. We’ll refund the first order once it checks in.

  1. Damaged/Incorrect on Arrival

If your item arrives damaged or incorrect, email welcome@tuffmug.com within 7 days of delivery with your order ID and photos of the product and packaging. We’ll fix it quickly (replacement or refund).

  1. Free Lid Replacement (first 30 days)

If your lid arrives damaged or fails within 30 days, we’ll replace it at no cost. Email welcome@tuffmug.com with your order ID and a quick photo/video.

  1. Warranty

If you believe you have a manufacturing defect, email welcome@tuffmug.com with your order ID, photos/video, and a brief description. We’ll evaluate and repair, replace, or refund as appropriate. (Wear and tear or misuse isn’t covered.)

  1. Pre-Orders

Ship window. Pre-order ship windows are shown on the product page. If the page states, for example, “Ships November 2025,” that’s the current estimate. We’ll email updates if that window changes.
Charge timing. Your payment method is charged at checkout to reserve your spot in the batch.
Cancel before shipment. You may cancel a pre-order any time before a shipping label is created for a full refund.
Returns for pre-orders. The same 30-day return window applies—counted from delivery, not from the order date.

  1. Mixed Orders (In-Stock + Pre-Order)

Do my items ship separately? Yes. In-stock items (e.g., Tuff Tumbler) ship right away. Pre-order items (e.g., Tuff Mug) ship when ready—at no extra shipping cost to you.

Tracking. You’ll receive separate tracking numbers for each shipment.

Returns in mixed orders. You can return either item on its own, following the same steps and window.

  1. Bundles, Kits & Gifts-With-Purchase (GWP)

Bundles/kits: If you return part of a bundle, your refund reflects the standalone price of items kept.

Gifts-with-purchase: If you return the qualifying item, please include the gift or we’ll deduct its current price from the refund.

  1. Refund Details

Method: Original payment method.

Timeline: We process within 2–3 business days of receipt/approval; banks may take a few days to post.

Original shipping: If we made an error or your item arrived damaged, we’ll refund any original shipping you paid. Otherwise, refunds cover product price. Return shipping is covered only when we issue a prepaid return label. For Tuff Mug returns only, return shipping is not covered when the return reason is that the item was mistaken for a heavy novelty mug (20+ lbs) or mistaken for another product.

  1. International Orders 

Duties and taxes are typically non-refundable. If you’re outside the U.S., contact welcome@tuffmug.com for return label support and specifics for your country.

  1. Need Help?

Email welcome@tuffmug.com and we’ll get back quickly.

Last updated: February 2026