Refund policy

US CUPS RETURN and REFUND POLICY

Return Policy

All sales are final. US Cups only accepts returns under the terms and conditions outlined below.

Damaged in Shipment

We take great care in packaging our products to minimize damage during transit. However, if your order arrives damaged:

  • Email us within 2 days of receiving the shipment.

  • Include:

    • A description of the damage

    • Photos (if possible)

This information helps us improve our packaging and shipping process. We will arrange for replacement or refund of damaged products.

Important Conditions for Returns

Returns are only accepted for defective products. All returned items will be inspected upon receipt.

Please ensure the following conditions are met:

For UPS or FedEx Deliveries:

Provide the following images:

  • Photo of the damaged item

  • Photos from all 6 sides of the shipping box.

  • Close-up of the shipping label with tracking number

  • Close-up of the box manufacturer’s quality control stamp or label (lot #) 

For Pallet Deliveries:

Before signing:

  • Take multiple photos of the damage

  • Note the damage on the proof of delivery (POD)

  • Notify your US Cups sales representative immediately with photos

Custom Orders

Custom orders will not proceed to production until your approval is received.
Once approved, custom products are non-returnable unless defective.

General Return Requirements

  • Product must be unused and in original condition

  • Free from stains or damage not caused during shipping

  • Return must be reported within 10–15 business days

  • Do not accept open box deliveries

  • Return package must include:

    • Original packaging

    • Labels, tags, and accessories

    • Invoices or documentation

US Cups reserves the right to determine if a returned item is in resellable condition.
Items deemed unsellable will be discarded, and no credit or exchange will be issued.

Refunds / Exchanges

Once your return is received and inspected:

  • You will be notified via email

  • If approved, we will arrange a replacement or exchange

Shipping

  • Shipping and handling charges are shown at checkout

  • We reserve the right to adjust shipping rates as needed

  • Carriers used include UPS, FedEx, and LTL freight providers

  • Delivery dates are estimates and may vary

Customers agree not to arrange shipment for export independently.

International Shipping

  • Shipping costs vary by country and are shown at checkout

  • Customers are responsible for:

    • Tariffs

    • Customs duties

    • Taxes

  • Orders ship only after payment is received

Delivery Terms & Conditions

  • Delivery times are estimates and not guaranteed

  • US Cups is not responsible for delays due to:

    • Incorrect addresses

    • Customer-related issues

    • Force majeure or logistical disruptions

Delivery is considered complete once the carrier confirms availability to the customer.

Failed Deliveries

Once an order ships, responsibility transfers to the purchaser.

If delivery fails:

  • We will reprint the purchased quantity or up to 12 cases to cover immediate needs

  • If the original shipment is recovered, the additional cases will be billed accordingly

If you have any questions, please contact your US Cups representative.