Shipping policy

Order Fulfillment

We fulfill most orders promptly within 1-2 business days, Monday - Friday but it can take longer depending on order volumes. For engraved items, please allow an extra 1-2 business days for processing. Occasionally it is required to contact you regarding an engraving request or order specification. Response time to emails may add additional processing time to your order. 

In the rare case of an item being out of stock you will be notified and given the choice of a refund or waiting for additional stock to arrive.

Orders may be subject to review and verification prior to shipment. We reserve the right to cancel any order at our discretion if we are unable to verify the information provided or if the order is flagged by our system as high risk. In such cases, a full refund will be issued to the original form of payment.

Shipping

We utilize UPS and USPS (US Postal Service) to ensure the prompt delivery of your items. Your selected shipping method may be upgraded or changed for a higher cost or equivalent service at our discretion without notification or additional cost to the customer. You can also track your items using the provided tracking number in your shipping confirmation email to see when they will arrive. Note: Orders weighing over 2 pounds may not be delivered to P.O. boxes, except for APOs and FPOs. Expedited and express shipments (UPS Next Day Air & USPS Priority Mail Express) may require a signature to verify arrival time. 

Once an order is transferred to the selected carrier (USPS, UPS, DHL, or FedEx), delivery is handled by the carrier. When a shipment is marked as delivered to the address provided at checkout, delivery is considered complete. We are not responsible for packages that are lost or stolen after delivery. All shipping claims (lost, missing, or delayed) are subject to carrier investigation, which may take additional processing time.

Shipping concerns are reviewed individually using tracking information, carrier investigation findings, and order records. Any applicable refund or replacement will be determined based on the circumstances of the shipment and our shipping policies, subject to applicable consumer protection laws.

Lost, Missing & Delayed Shipments

Customers are encouraged to monitor the tracking information provided in their shipping confirmation email and promptly notify us of any delivery concerns.

If tracking shows an unexpected delay, missing shipment, or delivery exception, please contact us as soon as possible so we can assist with a carrier investigation.

Delayed reporting may limit the carrier's ability to locate a shipment or resolve a claim. Replacement shipments are subject to product availability, processing times, and carrier transit times. We cannot guarantee that a replacement will arrive by the original anticipated delivery date.

Delivery timeframes provided by carriers are estimates and are not guaranteed unless a guaranteed service is selected at check-out. Delays may occur due to factors outside our control. Ground services, including UPS Ground and USPS Priority Mail, are not guaranteed delivery services.

Free or flat-rate shipping options utilize the most economical carrier service available. For additional details on shipping methods, please see below.

Packages Marked Delivered

If tracking indicates that your package was delivered but you cannot locate it, please check around the delivery location, with household members, and with neighbors before contacting us.

We may request additional information or initiate a carrier investigation to verify delivery. Packages confirmed delivered to the correct address that are subsequently lost or stolen are generally not eligible for replacement or refund, except where required by law.

International Shipping, Duties & Taxes

International orders may be subject to import duties, taxes, tariffs, customs clearance charges, and carrier brokerage fees. These charges are not included in your order total and are the customer's responsibility. Fees may be collected directly by the shipping carrier before or upon delivery.

If a shipment is refused or remains unclaimed due to unpaid import charges, the customer is responsible for any resulting return shipping, customs, or carrier fees. Refused shipments are not considered approved returns.

If the merchandise is returned to our warehouse, any eligible refund will be processed after inspection, less applicable shipping and carrier charges. Shipments that are abandoned, destroyed, or not returned to us may not qualify for a refund, subject to applicable law.

For explanations and delivery times on international deliveries, please refer to the carrier websites at UPS or USPS.

For any questions regarding the shipping of your items, please contact us by email at info@coppermugs.com.