Satisfaction Guaranteed Refunds and Remakes
Due to the handcrafted nature of our mugs, we will issue refunds or remakes for products that are defective, have been engraved or designed incorrectly, not made to your satisfaction.
We are not able to issue refunds or remakes for mugs that are used or were created correctly according to the details of the order.
In order to expedite your resolution, please send us 2-3 clear images of your mug to info@lumberlend.com. We will provide a return shipping label for the unused: defective, damaged, or undesired mug, and once received, we will begin your replacement OR process your refund, whichever you would prefer. Please allow up to 3 business days to process your refund.
Please see below for details on non-custom and custom mugs.
Remakes (Continued)
If your order was completed correctly according to the details of your order and you would like us to remake the mug with the updated order details, we will charge a one-time restocking fee to remake your item.
Within 7 days after receiving your order we will remake your mug with your updated order details and a $30 restocking fee (12 oz.), $35 (16 oz.), $40 (22oz).
Restocking/Remake fee for Bottle Openers is $15
Returns
If you request a refund for a non-custom mug and the quality of the product is not the issue, we will provide your refund minus the restocking fee once the mug is fully returned.
After-purchase Edits
If you decide later that you would like something added to your mug, we would be happy to do so at an additional cost of $10 + Shipping.
*Non-custom mugs are all mugs that do not include any customized engravings, choice of text, or personalized imagery/content.
Examples include our: Locker Room Edition, Team Signatures, Pennant Series, and designs that are provided on our site.
*Custom engraved mugs are all mugs that have added customized details or personalized content.
Examples include: custom signature editions, groomsmen editions, wedding seams, and custom Locker Room editions, Pennants with custom text.