Shipping + Turnaround Time

Q: My package hasn’t moved according to the tracking in a few days, is there anything I can do?
A: It isn’t uncommon for packages to be delayed especially in these rough times. The first thing I suggest doing is to set up text/email alerts with your USPS tracking number. Usually this step alone moves the package along/updates tracking within a day or two. If after 48 hours of setting up alerts your package has still not moved, then please reach out to me via email with your order number and we can start a missing mail search. You can also input for a missing mail search as well using this link.

Q: My tracking said my package was delivered but I don’t see it, what next?
A: Sometimes USPS and UPS get ahead of themselves and scan your package as delivered when it has not been delivered. The first step is to make sure to check all surrounding areas to make sure you did not miss it, we all do it. If it is still not present - I recommend calling your local post master and asking them for the GPS coordinates of your package when it was delivered. Either they will inform you they still have the package, it was delivered where they state it was delivered or they delivered it to the wrong address. If you feel your package was stolen after speaking with your post office please email me and we will work on a missing/lost package - and you can also begin filing a claim with route if you chose that option at checkout. 

Q: What is your turnaround time (TAT)/processing time?
A: Turnaround time will always vary depending on what you are purchasing. Typically custom tumblers can take 2-4 weeks. . TAT can change at anytime, especially due to the holidays. Typically TAT will be updated in the announcement section at the top of the page. TAT does not include actual shipping time. Business days do not include weekends or holidays. If you receive a shipping notification, it could take 1-2 business days to update as sometimes I print labels ahead of time. Your order will have a TAT of the item that has the longest TAT. 

Q: Can I add on to my order?
A: At this time you cannot add on to your order. Add-ons can create confusion, delays and avoidable packaging mistakes, therefore we have decided to not allow add-ons at this time. 

Q: How do I know which shipping option to choose at checkout?
A: In order to provide a fair shipping price, I listed shipping based on products. You choose the option that applies to the largest item in your order. I am trusting my customers to use the honor system and to choose the shipping option that applies to them.

Q: What do I do if I think my package is lost?
A: If you added Route+ Shipping Insurance at checkout, you should have received an email confirmation with them when you placed your order. In that confirmation email you will find instructions on how to file a claim with Route+. If you did not add Route+ to your cart, you will want to email me and we will start the steps of filing a claim whether through UPS or USPS, depending on what service your package was sent through.

Q: What is Route+ Insurance and Why Should I Keep It In My Cart?
A: Route covers lost, stolen and damaged items that fit their listed criteria. Route offers options for refunds or to receive a replacement. When refunding, route covers the subtotal of the order. Shopping costs, taxes and the route premium are not included. When replacing an item, route covers the subtotal of the order, the route premium, shipping costs and taxes. Route is very responsive to claims made (much faster than USPS) and is more likely to accept your claim versus deny the claim, like USPS will likely do. It is highly recommended that you keep Route in your cart if your items require shipping. The premiums are no less than 98 cents, and a bit more depending on the amount of products added to the cart. Route is 100% worth it. I will not refund or replace items lost, stolen or damaged if a claim is denied by USPS. While I do believe the customer should not be punished by fault of the Post Office, I also believe that I should not be penalized either, which is why I offer the Route option and recommend it. 

Q: How do you ship?
A: Most of my packages are shipped using USPS. I will send tumblers through UPS at times. During the holiday season, shipping costs may increase as I will ship through UPS for everything. While it is a bit more costly, you are more likely to get your packages in a timely manner. From November 1 through January 15, UPS will be the only shipping service utilized. I have the right to ship your package by any means I feel is the most effective or necessary.

 

Tumblers

Q: Are you making custom tumblers?
A: At this time, I am taking orders for custom tumblers! However, the number of custom orders I take per month, is very limited.  

Q: What are RTS tumblers?
A: RTS, or Ready to Ship/Sell tumblers, are tumblers I have created and are ready to be shipped to you. At times I will have options for these tumblers to be customized to be able to add a name or quote. RTS tumblers may need a final coat or two before shipping and will need a full 72 hours of cure time after the final coat before being able to be shipped. RTS tumblers have a TAT of 5-7 business days.

Q: How do I care for my tumbler?
A: Care instructions will be included with your tumbler when shipped. Tumblers need to be hand-washed. Please do not soak, put in the dishwasher, leave in a hot vehicle or put it in the microwave. I am not responsible for tumblers damaged due to misuse or mishandling on the customer's part.

Q: What are the tumblers made of?
A: Some inventory of tumblers are made of BPA free, 18/8 kitchen grade stainless steel, vacuum sealed to keep your drink hot or cold in any weather. Some inventory of tumblers are double-wall, vacuum insulated, BPA free. The epoxy used to seal the tumblers provide a crystal-clear glass like finish that enhances and protects the design. The resin is VOC free, highly UV resistant, heat resistant up to 500 degrees, and is FDA Compliant resin (complies with FDA 21 CFR 175.300).

Q: What kind of lid do the tumblers have?
A: Depending on the tumbler, it could have either a lid that twists in or is pushed into the cup. Some have a flip top lid and some have a sliding lid. The listing should state, or it should be shown in the pictures. If it does not state the type of lid, and you would like to know what it is, please feel free to reach out.

Q: Why didn't my tumbler come with a straw?                                                   A: Straws no longer come with tumblers. They are available to purchase. $1 for a clear straw or $3 for a printed. 

Return Policy

You have 7 days from receiving your product to contact me with any issues or problems. I do not accept returns on custom items. If your item is defective or damaged please reach out immediately to begin filing a claim. I try to be reasonable and provide the best customer service - please understand I am a human being - and mistakes do happen. I do my best to right any wrongs. As a human, please remember to be kind. 

All items have full product descriptions. Returns/exchanges will not be accepted because you did not use the product properly, because it was destroyed or damaged due to your own mistake, etc. If a return is agreed upon between the customer and D&F Designs, the customer is responsible for all shipping costs.