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A support ticket is simply an email to our support team with the right subject line and the right details, so that it lands with the right person and can be solved in one reply. Choose your topic below, click the button, and your email app opens with the subject and a short checklist already filled in. Replace the prompts with your details and press send. Every ticket is answered by a person within 1 business day.
Before you open a ticket
- Have your order number ready if your question is about an order. It is in your confirmation email.
- Attach photos for anything damaged, faulty or wrong: the item, the problem, and the outer box and label for transit damage.
- Never include card numbers, security codes, passwords or one-time codes. We will never ask for them.
- Reply time: within 1 business day, Monday to Friday, excluding US public holidays.
1. Choose your ticket type
Each link below opens a new email to support@tumblerlane.com with a ready-made subject line and prompts. If the link does not open an email app on your device, copy the subject shown in the table into a new email instead.
1.1 Order status or tracking
Use this if your order has not shipped after 3 business days, if tracking has not moved for 7 business days, or if a parcel is marked delivered but you cannot find it. Our Order Tracking page may answer it straight away.
1.2 Change or cancel an order
Use this within 24 hours of ordering, before the order ships, to change capacity, colour, lid style, quantity or address, or to cancel. Your request counts from the moment it reaches us. Details are on Cancel or Change an Order.
Open a change or cancel ticket
1.3 Return or exchange
Use this to start a return or exchange within 60 days of delivery. We reply with a prepaid label; return postage is on us. See Returns & Exchanges.
Open a return or exchange ticket
1.4 Damaged, faulty or wrong item
Use this within 60 days of delivery if something arrived dented, cracked or broken, if a lid, gasket or straw is faulty, or if we sent the wrong item, capacity or colour. Attach photos. In most cases you will not need to send anything back.
Open a damaged or faulty item ticket
1.5 Refund question
Use this if you have a question about the amount or timing of a refund, or if a refund has not appeared 10 business days after our refund email. See Refund Policy.
1.6 Product, size or fit question
Use this before or after you buy: which capacity fits your cup holder, which replacement lid fits your cup, or how to care for a lid or finish. Include measurements where you can. The Size & Fit Guide explains how to measure.
Open a product question ticket
1.7 Checkout or payment problem
Use this if checkout shows an error, a payment was declined repeatedly, or you were charged without receiving a confirmation email. Describe or screenshot the error with any card details hidden. See Payment Methods.
1.8 Team, office or event order
Use this before ordering larger quantities so we can confirm availability in the capacities and colours you need.
1.9 Privacy, copyright or other
Use this for data access or deletion requests, intellectual property concerns, or anything that does not fit above. For privacy requests, send from the email address linked to your orders. See our Privacy Policy and Intellectual Property Policy.
2. Ticket types at a glance
| Subject line | Include | Usual outcome |
|---|---|---|
| Ticket: Order status | Order number, what tracking shows | Status update or carrier investigation |
| Ticket: Change or cancel order | Order number, exact change | Change confirmed or order cancelled and refunded |
| Ticket: Return or exchange | Order number, items, refund or exchange | Prepaid label within 1 business day |
| Ticket: Damaged faulty or wrong item | Order number, photos, preferred fix | Replacement or refund, usually no return needed |
| Ticket: Refund question | Order number, date of refund email | Refund reference or correction |
| Ticket: Product or fit question | Product, use, measurements | A straight recommendation |
| Ticket: Checkout problem | Error message, device, time | Help completing the order |
| Ticket: Team order | Products, colours, quantities, country | Availability and timing confirmed |
| Ticket: Other request | Type of request, details | Routed to the right person |
3. What happens after you submit
- Received: your ticket arrives in our support inbox with its topic in the subject line.
- Read by a person: within 1 business day, we read it and reply. If something is missing, we ask for it in that first reply.
- Action: we make the change, send the label, approve the claim, open the carrier investigation or answer the question.
- Confirmation: we confirm in writing what was done and what happens next, for example “Refund processed today” or “Replacement shipped, tracking number below”.
- Closed: if you reply later in the same thread, the ticket reopens automatically with the full history.
4. Tips for a faster answer
- One topic per ticket. If you need to return one item and ask a fit question about another, two short tickets are faster than one long one.
- Reply in the same thread rather than starting a new email, so we can see the history.
- Photos in natural light are clearer than photos taken under a lamp, especially for colour questions.
- For dents, take one photo from a distance and one close up, so we can see both the location and the size of the dent.
- For leaks, tell us what drink was in the cup, whether it was upright or tipped, and which lid you used.
5. Photos: what helps most
| Problem | Photos that help |
|---|---|
| Dented or scratched on arrival | Outer box, shipping label, the item from a distance, the damage close up |
| Cracked lid or slider | The lid from above and from the side, showing the crack |
| Lid drips | The gasket seated in the lid, and the lid fitted on the cup |
| Wrong colour or capacity | The item next to the order confirmation on screen, base markings if any |
| Missing part | Everything that came in the box, laid out together |
5.1 Ticket etiquette that helps everyone
Write in whatever way is comfortable for you; there is no wrong way to ask for help. A few habits make tickets move faster: put the order number in the subject or the first line, describe what you see rather than what you think caused it (“the slider sticks halfway” rather than “the lid is broken”), and say what outcome you would like. If something changes after you write, for example the missing parcel turns up on a neighbour’s porch, reply to tell us so we can close the carrier claim. And if we got something right, we are always glad to hear it; it helps us know what to keep doing.
6. Three tickets, start to finish
6.1 A straw lid that will not seal
Jordan opens a “Damaged faulty or wrong item” ticket nine days after delivery: the straw lid on a 40 oz tumbler drips when the cup is upright. The ticket includes the order number and two photos, one of the gasket in place and one of the lid on the cup. Our reply the next morning points out that the gasket looks slightly lifted on one side and explains how to reseat it. Jordan tries it and it still drips, so we approve a free replacement lid that same day. The new lid ships with tracking, and Jordan keeps the cup.
6.2 A colour exchange from New Zealand
Priya in Auckland opens a “Return or exchange” ticket 20 days after delivery: the Blush water bottle looks more pink than expected and she would prefer Sand. We confirm Sand is in stock, reserve it and send a prepaid return label for New Zealand. Once the carrier scans the return, we ship the Sand bottle free of charge. Prices are the same, so no money changes hands.
6.3 An address typo caught in time
Sam opens a “Change or cancel order” ticket four hours after ordering a set of can coolers: the ZIP code has two digits swapped. The order has not been packed yet, so we correct the address and confirm by email. The order ships as normal within 1–3 business days.
7. If a ticket is not resolved the way you hoped
Reply in the same thread and tell us what outcome you expected. If you would like the decision reviewed, put “Review” in the subject line. A review looks at the ticket again from the beginning, including your photos and the policy that applies, and we explain the result in writing. Our returns, refund and shipping policies set the minimum we commit to; a review can give you more, never less.
8. Safety concerns
If you think a product could be unsafe, for example a lid that has cracked in a way that leaves a sharp edge or a part that detaches easily and could be a choking hazard for a child, stop using it and open a “Damaged faulty or wrong item” ticket with “Safety” at the start of the subject line. We prioritise these tickets, may ask you not to return the item until we have reviewed it, and review it however long ago it was delivered.
9. Busy periods
In the weeks before major gift holidays we receive more tickets than usual. We still reply within 1 business day, but resolution steps that depend on carriers, such as investigations, can take a little longer at those times. Opening your ticket as soon as you notice a problem, rather than waiting, keeps you at the front of the queue.
9.1 Accessibility
If email is difficult for you to use, or you need us to explain something in a different way, say so in your first message and tell us what would help. We can keep replies short and step by step, avoid attachments, or send information as plain text.
10. Your information
We use what you send in a ticket only to answer it and to keep a record of the outcome. Photos are used to decide a claim and, where a carrier is at fault, to file a claim with them; we never publish them. Ticket emails are kept for up to 2 years after the issue is closed. See our Privacy Policy for details.
11. Prefer to write freely?
You do not have to use a template. A normal email to support@tumblerlane.com reaches the same people and gets the same reply time. The templates simply make sure nothing important is missing. For general questions, our Contact Us page, Help Center and FAQs are good places to start. Tumbler Lane, 4555 Mansell Rd., Alpharetta, GA 30022, US.