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There is a person on the other end of every Tumbler Lane email. Whether you want to check that a 40 oz tumbler will fit your car, change the colour on an order you placed an hour ago, or report a lid that arrived cracked, this page shows the fastest way to reach us and what to include so we can solve it in one reply rather than three.
How to reach us
- Email: support@tumblerlane.com
- Support ticket: our ticket page has ready-made email subjects for each topic
- Reply time: within 1 business day (Monday to Friday, excluding US public holidays)
- Postal address: Tumbler Lane, 4555 Mansell Rd., Alpharetta, GA 30022, US (correspondence only; returns need a prepaid label from us)
1. Before you write: the quick answers
Many questions are answered in a minute on one of our help pages. If you are in a hurry, these are the most common:
- Where is my order? Use the Order Tracking page with your order number and email.
- How long will shipping take? 1–3 business days to pack, then 7–14 business days in transit. See Shipping & Delivery.
- Can I return it? Yes, any item within 60 days of delivery, with return postage on us. See Returns & Exchanges.
- When will my refund arrive? Within 7 days of approval. See Refund Policy.
- Which size fits my cup holder? See the Size & Fit Guide.
Still need us? Read on.
2. Which topic is your question about?
Picking the right topic and subject line helps us route your message to the right place straight away. You can click a subject below to open an email with it already filled in.
| Topic | Helpful page | Email subject to use |
|---|---|---|
| Order status or tracking | Order Tracking | Order status |
| Change or cancel an order (within 24 hours) | Cancel or Change an Order | Change or cancel order |
| Return or exchange | Returns & Exchanges | Return or exchange |
| Refund question | Refund Policy | Refund question |
| Damaged, faulty or wrong item | Returns & Exchanges | Damaged or faulty item |
| Shipping times, countries, customs | Shipping & Delivery | Shipping question |
| Sizes, lids, fit and care | Size & Fit Guide, FAQs | Product question |
| Payment or checkout problem | Payment Methods | Checkout problem |
| Team, office or bulk order | This page | Team order |
| Privacy or data request | Privacy Policy | Privacy request |
| Copyright or trademark concern | DMCA, IP Policy | IP concern |
3. What to include in your message
A complete first message is the single biggest factor in how quickly we can help. Please include:
- Your order number, from your confirmation email, if your question is about an order.
- The name and email used at checkout, if you are writing from a different email address.
- What you need, in a sentence: “Switch my 40 oz Navy to a 30 oz Navy”, “The slider lid arrived cracked”, “Tracking has not moved since Monday”.
- Photos for anything damaged, faulty or wrong: the item, the problem area, and for transit damage the outer box and shipping label.
- Measurements for fit questions: the inside diameter of your cup holder, or the outside diameter of the rim of a cup you want a lid for.
3.1 Never send us these
Please do not send full card numbers, security codes, bank login details, passwords or one-time verification codes by email or in a ticket. We never need them to help you, and we will never ask for them. If someone claiming to be Tumbler Lane asks you for these, it is not us; forward the message to support@tumblerlane.com.
3.2 Three messages that get solved in one reply
A damaged arrival: “Order 1234. The 40 oz Sage tumbler arrived with a dent near the base. Photos of the box, the label and the dent are attached. I would prefer a replacement.” We can approve that the same day and ship the replacement, with no need to return the dented cup.
A quick change: “Order 1240, placed 3 hours ago. Please change the straw lid to a slider lid on the 20 oz Navy tumbler. Everything else stays the same.” Inside the 24-hour window that is a two-minute fix, and we confirm in writing.
A fit question: “My car’s cup holder measures 3 1/8 inches across at the top and narrows lower down. I mostly drink iced water on a 45-minute commute. Is the 40 oz or the 30 oz the better choice?” With those two facts we can give a clear recommendation and point you to the right product page.
3.3 How to measure for a fit question
- Cup holder: measure straight across the inside at the top edge, then note how deep it is and whether it narrows. A ruler or tape measure is fine; round to the nearest eighth of an inch or millimetre.
- Lid rim: measure across the outside of the cup’s rim, from outer edge to outer edge, at the widest point.
- Cup height for straws: measure from the bottom of the cup to the top of the lid with the lid on.
- Cans: check the can’s printed volume and whether it is a standard short can or a tall slim can.
4. What happens after you write
- Your email arrives in our support inbox. You may receive an automatic acknowledgement, depending on your email provider.
- A person reads it and replies within 1 business day. Messages sent on a Friday evening or a weekend are answered on the next business day.
- If we need something else, such as a photo or a measurement, we ask in that first reply so you are not waiting twice.
- Once it is resolved, we confirm in writing what we did: a change made, a label sent, a refund processed or a replacement shipped.
Please reply in the same email thread when you write back. It keeps the history together and avoids repeating questions.
| Request | First reply | Typical resolution |
|---|---|---|
| Change or cancel within 24 hours | Within 1 business day; your request counts from when it reaches us | Confirmed before the order ships |
| Damaged, faulty or wrong item | Within 1 business day | Replacement shipped or refund processed within 7 days of approval |
| Return or exchange | Within 1 business day, with a prepaid label | Refund within 7 days of approval after inspection |
| Parcel not moving | Within 1 business day | Carrier investigation of up to 5 business days, then replace or refund |
| Product or fit question | Within 1 business day | Usually answered in the first reply |
| Privacy request | Within 1 business day | Completed within 30 days |
5. Fit and product questions: we are happy to help before you buy
You do not need to have ordered anything to ask a question. We often help people choose between a 30 oz and a 40 oz tumbler, work out which replacement lid matches a cup they already own, or decide between a chug cap and a straw cap for the gym. Tell us how you will use the cup, where it needs to fit and what you will drink from it, and we will give you a straight answer, including “this one is not a good fit for you” when that is the truth.
5.1 Questions about care and cleaning
We also get plenty of questions after delivery: how to get a coffee smell out of a slider lid, how to clean a straw that has had smoothies in it, or whether a powder-coated finish can go in a dishwasher. Send the product name, or a photo if you are not sure which one you have, and we will reply with the care steps from the manufacturer’s instructions. If a part is wearing out, we can also point you to the matching replacement in our Lids & Accessories aisle.
6. Team, office and event orders
Planning tumblers for a sports team, bottles for an office wellness week or can coolers for a reunion? Email us before you order with the products, capacities, colours and quantities you need and the delivery country. We will confirm availability and timing. Team orders go through our normal checkout and get the same free shipping, 60-day returns and refund timing as every other order.
7. Writing from Canada, Australia or New Zealand
Our support hours follow US Eastern business days, so replies to messages sent during your morning in Australia or New Zealand may arrive overnight your time. Your shipping, returns and refund terms are the same as for US customers. For questions about import duties, include your postal code and order total and we will tell you what we know, but your local customs authority has the final word.
8. Accessibility
If you have difficulty using any part of our website, or you need information from a page in a different format, email us and tell us what would help. We will do our best to provide the information another way and to fix the problem on the site.
9. If you have not heard back
We reply to every message within 1 business day. If you have not had an answer by then, one of these is usually the reason:
- Our reply went to your spam, junk or promotions folder. Search your mailbox for “tumblerlane.com” and add support@tumblerlane.com to your contacts.
- The email address in your message has a typo, so our reply bounced. Write again and double-check the address.
- Your message was sent through a social media comment or a third-party site we do not monitor. Email is the reliable route.
If none of those apply, write again with “Second request” in the subject line and we will look for your first message.
10. Writing about a gift
If you received a Tumbler Lane gift and need help with it, for example a different colour or a lid style that suits you better, you can contact us directly. Tell us the name of the person who ordered it or the delivery address, and we will find the order. We keep the price private and arrange the exchange with you.
11. Complaints
If you are unhappy with how we have handled something, reply to the conversation and put “Complaint” in the subject line. A complaint is reviewed again from the beginning, not just by continuing the same thread, and we tell you what we have decided and why. You keep any rights you have under consumer law where you live.
12. Business details
Tumbler Lane
4555 Mansell Rd.
Alpharetta, GA 30022, US
Email: support@tumblerlane.com
Website: https://tumblerlane.com
This address is for correspondence. Please do not post returns to it without a prepaid label from us, because unlabelled parcels are hard to match to an order. Start a return by email or through the ticket page instead.
13. Other ways we can help
- Help Center: every support topic in one place.
- FAQs: quick answers about orders, shipping, returns, sizes and care.
- About Us: who we are and what we stand behind.
- Sitemap: every page on the site.