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This Refund Policy is about money: when you are owed a refund from Tumbler Lane, how much comes back, which account it goes to and how long it takes. The practical side of sending an item back, including packing and prepaid labels, lives on our Returns & Exchanges page. The two pages work together and use the same numbers, so if you read something on one that seems to disagree with the other, tell us and we will fix it in your favour.
The short version
- Refund timing: processed to your original payment method within 7 days after your return is received and approved, your photo claim is approved, or your cancellation is confirmed.
- Eligibility: every product, for 60 days from delivery, for any reason.
- Return postage: paid by us, so it never comes out of your refund.
- Fees: no restocking fees and no refund processing fees.
- Damaged, faulty, wrong or lost: full refund or free replacement, your choice.
- Currency: refunds are made in US dollars, the currency of your order.
1. The moment that starts the 7-day clock
Every refund begins with an approval. Approval is the point at which we have everything we need to say “yes, this refund is due”. Depending on your situation, that point is reached in one of these ways:
| Situation | Approval happens when | Refund processed |
|---|---|---|
| Change-of-mind return | Your returned item arrives and passes inspection (within 2 business days of arrival) | Within 7 days of approval |
| Damaged in transit | We review your photos of the box, label and item | Within 7 days of approval |
| Faulty lid, gasket, straw or cup | We review your photos or short video of the fault | Within 7 days of approval |
| Wrong item, capacity or colour sent | We confirm the mistake from your photo | Within 7 days of approval |
| Parcel lost by the carrier | The carrier confirms the loss, or 5 business days of investigation pass without the parcel being found | Within 7 days of approval |
| Order cancelled before shipping | We confirm your cancellation by email | Within 7 days of approval |
| Order cancelled by us | We email you that we cannot fulfil it | Within 7 days of approval |
As soon as approval happens we send you an email that says so. If you have not had that email and you think your return or claim should be approved by now, contact us. Most delays come from a return parcel that was dropped off without its label scanned, or a claim email that is missing the order number.
2. When you are entitled to a refund
2.1 You changed your mind
Maybe the 40 oz is more cup than you need, or a family member bought the same bottle the day before. You can return any item within 60 days of delivery and receive a refund of the price you paid for it. Return postage is covered by our prepaid label, so the amount you get back is exactly what you paid for the returned item. Because shipping on every order is free, there is no shipping charge to subtract or refund.
2.2 It arrived damaged
A stainless tumbler can pick up a dent if a parcel is dropped, and a plastic lid can crack under a heavy box. Send us photos within 60 days of delivery. You can choose a full refund of the item or a free replacement. In most cases we do not need the damaged item back.
2.3 It is faulty
Faults we see in drinkware include a lid that will not seat, a slider that sticks, a gasket that does not seal even when it is seated correctly, a split straw, a can cooler gasket missing from the box, or a powder coat that flakes in normal use. Report it within 60 days of delivery with a photo or short video and we refund or replace it. If only one part is faulty, such as a lid, you can also choose to receive just a replacement part and keep the rest.
2.4 We sent the wrong thing
If you ordered a 30 oz in Navy and received a 20 oz in Slate, that is our mistake. You can have the correct item shipped free, or a full refund. If we need the wrong item returned, we send a prepaid label, and your refund or replacement does not wait for it to arrive.
2.5 The parcel never arrived
If tracking has not moved for 7 business days, or the parcel is 7 business days past its estimated delivery window, we open a carrier investigation. When the carrier confirms the loss, or 5 business days pass without the parcel turning up, you choose between a free replacement and a full refund. Our Shipping & Delivery page explains the timeline in more detail.
2.6 You cancelled in time
If you ask us to cancel within 24 hours of placing your order and the order has not shipped, we cancel it and refund everything you paid. See Cancel or Change an Order.
2.7 We cancelled your order
Occasionally we may have to cancel an order, for example because a colour sold out between your order and packing, or because a payment could not be verified. We email you, refund the full amount and, where it makes sense, suggest an alternative you can order instead.
3. How much comes back
| Situation | Item price | Shipping you paid | Return postage | Fees deducted |
|---|---|---|---|---|
| Changed your mind | Refunded in full | $0 (shipping is free) | Paid by us | None |
| Damaged in transit | Refunded in full | $0 (shipping is free) | Not needed | None |
| Faulty | Refunded in full | $0 (shipping is free) | Not needed or paid by us | None |
| Wrong item sent | Refunded in full | $0 (shipping is free) | Paid by us if needed | None |
| Lost parcel | Refunded in full | $0 (shipping is free) | Not applicable | None |
| Cancelled before shipping | Refunded in full | $0 (shipping is free) | Not applicable | None |
If you paid for an order with a discount code, the refund is the amount you actually paid for the item after the discount, not the full list price. If a discount applied to the whole order, it is shared across the items in proportion to their prices, and we show you the calculation when a partial return makes that relevant.
4. Where the money goes
- Original payment method. Refunds go back to the method you used to pay. We cannot send a refund to a different card or a different account, because that protects you if someone else ever uses your details.
- Store credit, if you prefer. Some customers want to put the value straight toward another item. Ask and we will issue it as a store credit code for the same amount instead.
- Gifts. If the item was a gift, the refund goes to the person who paid. The recipient can choose an exchange instead, which ships to them.
- Currency. Orders are charged in US dollars and refunded in US dollars. If your card is in Canadian, Australian or New Zealand dollars, your bank converts the amount, and exchange rates can move between the day you paid and the day of the refund. We cannot control that difference, but we never add a conversion fee of our own.
5. How long until you see it
We process the refund within 7 days of approval, and we email you as soon as it is sent, with the amount and a reference. After that, the refund is in the hands of your bank or payment provider. Many show it within a few business days; some card issuers take longer to post a credit to your statement. If you cannot see it 10 business days after our refund email, contact us. We send you the transaction reference and, if needed, follow up with the payment provider until it appears.
6. Partial refunds
Partial refunds are rare and never a surprise. They only happen when a change-of-mind return arrives incomplete (for example a tumbler without its lid or straw) or damaged after delivery in a way that means it cannot be offered again. In that case we email you photos and the amount we propose before we process anything. You can accept the partial refund, send the missing part, or ask us to return the item to you at our cost and refund nothing. You decide.
A tumbler that has simply been used and washed is not “damaged”. Normal use is expected; that is how you find out whether a cup suits you.
7. Exchanges and price differences
When you exchange one item for another, money only moves if the prices differ. If the new item costs less, we refund the difference within 7 days of approving the exchange. If it costs more, we send you a secure payment link for the difference before the new item ships. Exchange items ship free.
8. Items you can keep
For damaged, faulty or wrong items, we usually refund or replace without asking for the item back. It is not worth the carbon or your time to ship a dented cup across the country. Please recycle it responsibly: stainless steel is widely recyclable at metal collection points, and lids and straws should be sorted according to your local rules.
9. Payment disputes and chargebacks
If a charge on your statement looks wrong, or a refund has not arrived, please contact us first. We can usually sort it out within a day, which is much faster than a card dispute. If you have already opened a dispute, let us know: we will share the order details with your payment provider and will not ask you to withdraw it. Contacting us never limits any right you have with your bank or card issuer.
10. Promotions and price changes
Prices on tumblerlane.com can change, and from time to time we may run a promotion. We do not offer retroactive refunds when a price drops after your purchase. If you notice a lower price within a few days of ordering and your order has not shipped, contact us and we will tell you what we can do; cancelling and reordering within the 24-hour window is always open to you.
11. Situations we cannot refund
- Change-of-mind returns requested more than 60 days after delivery.
- Import duties, taxes or customs fees charged by the destination country on deliveries to Canada, Australia or New Zealand. These are collected by the authorities, not by us; your local customs office may have its own process for returned goods.
- Items bought from another retailer, even if they look similar to ours.
If your situation is not on this page, ask. We would rather find a fair answer than point you at a rule.
12. Example timelines
12.1 A colour swap you decided against
You receive a set of two tumblers on the 3rd, decide on the 10th that you would rather have your money back for one of them, and email us that day. We send the prepaid label on the 11th. You drop the parcel off on the 13th and it reaches us on the 20th. We inspect and approve it on the 21st and process the refund the same week, well within 7 days of approval. Your bank then posts it to your statement.
12.2 A cracked lid on arrival
You open your parcel on a Monday and find the slider lid cracked. You email photos that evening. We review them on Tuesday, approve the claim and ask whether you want a new lid or a refund. You choose the refund; it is processed within 7 days of Tuesday’s approval. You keep the cup and, if you like, order a different lid from our Replacement Lids aisle.
12.3 A parcel lost on its way to Australia
Your order of two water bottles ships on the 2nd with a 7–14 business day transit estimate. Three weeks later tracking has not changed since the parcel left the USA, so you email us. We open an investigation with the carrier straight away. After 5 business days the parcel has still not been found, so we approve your claim. You ask for a replacement rather than a refund because the bottles are for a trip; we ship it the next business day, with its own tracking number. If the first parcel turns up later, you can keep both, or send one back on a prepaid label for a refund.
13. Refund questions we hear often
Can I get a refund before my return reaches you?
For change-of-mind returns, the refund follows inspection, because that is how we confirm the item and its parts came back. For damaged, faulty, wrong and lost items, we do not wait for anything to travel back: approval is based on your photos or the carrier’s answer.
Will I be refunded for the return label?
You never pay for it in the first place. Our prepaid label is free to you for every return, including change-of-mind returns and exchanges.
I returned three items from one order. Will I get three refunds?
Usually one refund covers everything that arrived in the same return parcel. If items come back in separate parcels, each one is approved and refunded as it arrives, and each refund email lists exactly which items it covers.
My refund email arrived but my statement shows nothing.
That gap is the time your bank takes to post the credit. It varies by bank and card type. Wait 10 business days from our email, then contact us with the order number and we will send the transaction reference you can quote to your bank.
Can I swap my refund for store credit later?
If the refund has not been processed yet, yes. Once it has been sent to your payment method we cannot reverse it, but you can always place a new order.
Do you refund orders that were paid with two methods?
If an order was paid partly with store credit and partly with another method, we refund each part to the method it came from, starting with the non-credit payment, so that you get real money back first. The refund email shows the split.
What if I return an item that was part of a bundle or gift set?
If the bundle was sold as one product, return the whole bundle for a full refund. If you only want to return part of it, contact us before you send anything and we will tell you the exact amount you would get back, based on what you paid for that part.
Does opening a support ticket change my refund timing?
No. A ticket and an email reach the same team and follow the same timeline. The 7-day refund clock starts at approval, whichever way you contacted us. Writing to us twice about the same order does not slow anything down either, but replying in the same thread helps us keep your history in one place.
14. Talk to a person
Questions about a refund? Email support@tumblerlane.com with your order number or open a support ticket, and we will reply within 1 business day. Related pages: Returns & Exchanges, Payment Methods, Cancel or Change an Order and FAQs. Tumbler Lane, 4555 Mansell Rd., Alpharetta, GA 30022, US.