Shipping policy
1) Where we ship
- United States (contiguous, AK/HI): All states.
- PO Boxes / APO/FPO/DPO: Supported; certain services default to USPS.
- International (if shown at checkout): Duties/taxes may apply (see Section 9).
2) Processing times & cutoff
- Processing time (in-stock): Orders placed Mon–Fri typically ship within 1–2 business days.
- Cutoff: Orders placed after 12:00 pm PT may process the next business day.
- Peak periods: During launches/holidays, processing can extend by 1–2 business days. We’ll post updates if that happens.
3) Shipping methods & rates
- Carriers: We use major carriers (e.g., USPS/UPS) to give you reliable, trackable delivery.
- Rates: Calculated at checkout based on weight, destination, and service level. Promotional flat rates or free-shipping promos may appear from time to time.
- Transit estimates: Shown at checkout and begin after the order is handed to the carrier.
Note: Carrier delays (weather, volume, routing) are outside our control, but we’ll help you track and resolve issues.
4) Pre-orders (how it works)
- Ship window: Each pre-order shows an estimated window on its product page (e.g., “Ships November 2025”).
- Charges: Your payment method is charged at checkout to reserve your spot in the batch.
- Updates: If the window changes, we’ll email you right away with the new ETA.
- Cancellation: You can cancel a pre-order any time before a shipping label is created for a full refund.
- Returns: The standard 30-day window applies, counted from delivery.
5) Mixed orders (in-stock + pre-order in the same cart)
- Do items ship separately? Yes. In-stock items (e.g., Tuff Tumbler) ship now. Pre-orders (e.g., Tuff Mug) ship in their stated window—at no extra shipping cost to you.
- Tracking: You’ll receive separate tracking numbers for each shipment.
- Want everything together? If you prefer to hold your in-stock items and ship all together once the pre-order is ready, email welcome@tuffmug.com before your in-stock items ship and we’ll do our best to accommodate.
6) Order changes & address corrections
- Before shipment: Email welcome@tuffmug.com with your order ID for address edits or item changes.
- After a label is created: We can’t guarantee edits. Carriers may charge an address-correction fee; if so, we’ll pass through only the carrier’s actual fee.
- Undeliverable/return to sender: If a package returns due to an incorrect or incomplete address, we can (a) reship for the actual reship cost, or (b) refund the item price less the original outbound shipping (if any).
7) Tracking & delivery
- Tracking emails: Sent for each shipment when it leaves the warehouse.
- Signature: Not required by default; we may require it on high-value orders.
- Marked delivered but not received:
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- Wait 24 hours—carriers sometimes scan early.
- Check with neighbors/front desk.
- Email us with your order ID and we’ll help investigate with the carrier.
8) Damaged in transit
If your order arrives damaged, email welcome@tuffmug.com within 7 days with photos of the product and packaging. We’ll replace or refund quickly.
9) International shipping (if available at checkout)
- Duties & taxes: Calculated at checkout or collected on delivery, depending on your country. These charges are non-refundable once assessed by customs.
- Transit: International timelines vary by destination and customs processing.
10) Shipping multiple gifts / addresses
We currently ship each order to one address. To send gifts to multiple addresses, please place separate orders.
11) Sustainability & packaging
We pack to protect your drinkware and minimize waste. Reuse or recycle the materials where possible. Using the original packaging helps prevent damage on returns.
12) No-risk to buy
- Prepaid return labels and a 30-day window—see our Returns & Exchanges page.
- Free lid replacement (first 30 days) if yours arrives damaged or fails early.
13) Policy updates
We’ll post any updates here; changes apply to new orders going forward.
Questions? We reply fast at welcome@tuffmug.com.
Last updated: October 2025