Refunds and Returns:

We do not accept returns or offer a refund once items have shipped. Damaged or defective items may be replaced or exchanged with the same item per the conditions detailed in each policy below. We must be notified by email in the timeline specified for each type of claim to be able to review and resolve any valid issues. See additional details below. Gift cards are non-refundable, and gift card payments (if eligible for refund) can only be returned as store credit. 

 

Cancellations or Shipping Address Changes:

If you realize you entered an incorrect shipping address after placing an order, please reach out to us ASAP via email with details. We cannot cancel or change orders after they have shipped. We strive to get all orders shipped out as soon as possible and within 5 business days. In some cases, orders may ship the same day they are placed. If you contact us prior to shipment, we may be able to update the shipping address or cancel your order. In the case of cancellation,  a refund will be issued in the same form as the original payment. If you contact us after shipment, we will not be able to update or cancel your order. If a package is unable to be delivered and returned to us by the carrier, a refund to the original form of payment may be issued minus a 25% restocking fee.

 

Damages:

We do 100% quality inspection and careful packaging of each item we ship. Many of our items are fragile and so we pack them safely and securely. Damage in transit is rare. If your items are damaged in transit: please keep all the outer and inner packaging as well as all damaged pieces, document the damage in pictures, and send us the details within 48 hours of “delivered” update to tracking status. Otherwise, we will not be able to process your damage claim. Upon validating a claim, we will advise whether a return label will be issued to ship the product back to us to receive a replacement, or whether a replacement will be sent without needing a return. In the case of return, the replacement will be shipped upon receipt of the return. In the case of no return, the replacement will be shipped within 2 business days of damage claim validation. In the case of limited-edition items where a replacement is no longer available, a refund will be issued. Refunds are issued against the original form of payment.

 

Defects:

We are proud of our products, and it has been a labor of love to get them to market. We want everyone to be happy with the products they receive but also want everyone to understand the nature of the products means some variation and uniqueness is to be expected from piece to piece. Tiki mugs will inherently have some variation in general appearance across like-items due to the staining and glazing process. This is normal and is not considered a defect. We provide images and descriptions which show the colorway, finish, and size of the product, however the color seen online can vary from computer to computer and not every piece will be identical. We do not accept returns for what is considered a unique feature of tiki mug products. If you believe you have received a defective tiki mug or other defective item, please email us the details within 48 hours of “delivered” tracking status update. If we are not notified within 48 hours of your receiving the product, we will not be able to rectify the situation. Depending on the defect claim particulars, we may (at our discretion) issue a return label for product return, send a replacement, or credit the purchase value against the original form of payment.  

 

Lost Orders:

If carrier tracking for an order never confirms a “delivered” status after exceeding the shipping days required, the order may be considered lost, and a claim will need to be filed. If at least 7 days have passed since the last tracking status posted, please send us a lost package claim including order details. Any lost package claims must be emailed to us within 30 days of the last available tracking status. Lost package claims submitted after 30 days from the last tracking status update cannot be processed.  

 

Misdelivered or Stolen Orders:

Shipped orders are under the control and responsibility of the carrier. If carrier tracking shows an order status as “delivered” it is outside of our control if it was stolen, misplaced, or damaged after delivery. Please refer to carrier policies in these situations as we will not be able to refund or replace your items.

 

Credit Card Payment Chargebacks:

Customers that file a credit card chargeback without first reaching out to us directly via email with a claim to seek resolution may be prohibited from making future purchases.