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TYPES OF RETURNS
There are two types of returns - - Regular Returns and Damaged Returns. Below is our specific policy and procedure for each of these types of returns:
Regular Returns
This type of return is for items that you have ordered in error, no longer need, or have since changed your mind. Once the product is received back at our designated warehouse, you will receive a refund for your purchase, minus any shipping and handling fees that may apply. Refunds for product returns will be issued after below criterias are met:
1. The item must be returned within 20 Days of order date via our website.
2. The item must be returned in it's original packaging.
3. The item must be returned in the condition it was received.
Please note that you will be responsible for shipping charges back to our warehouse on this type of return and in some cases a restocking fee of 15% may be applicable.
Damaged Product Returns
This type of return is for items that have arrived to you in a damaged or defective condition or the warehouse has sent you the wrong item (not the item on your order). These returns are eligible for a full monetary refund as long as the following criteria is met:
1. You must complete a return request at our website within 3 business days of receipt of the product, including the details of the reason for return.
2. The product is returned in it's original packaging.
Cuptainers will not accept returns for below items:
Special Order Items.
Any product missing the serial number or UPC.
Refunds will be issued after:
Your item is received back at our designated warehouse.
The item has been inspected and has met all return criteria above based on the type of return.
In case of damage or error return, the damage will be inspected or the error verified, and a refund or re-ship will be made based on customer request.
How to make a return
In the event you need to return a product to us, you must follow the instructions below in order to provide our team with the necessary information to process your return quickly:
Click on My Account at our site www.cuptainers.com.
Click on Return & Refund.
Click on Returnable. (If your order has passed 20 days, the items are not returnable)
Select Type of return (Regular or Damaged)
Complete the return request form and SUBMIT.
You will receive an email confirmation of your return request.
Once we process your return request, we will send you detailed instructions to complete your return.
Order Cancellations
Special orders which are items not on our website cannot be canceled.
You may cancel an order through our website for a full refund if the order has not yet shipped.
If the order has already shipped please follow the return procedure for "Regular Returns"
Backorders
If you place an order for an item not in stock we will not process your payment until the item is available and ready to ship. Please note that back order items may take up to 30 days to fill. If we cannot complete the order within this time frame for whatever reason we will inform you so you can decide whether to keep the order active or cancel. You are welcome to cancel your order any time prior to the order shipping out unless it is a special order.
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