Help Center

We always try to be there for our customers. Please email us at info@lumberlend.com and we will try to reply as fast as possible. 

Please keep in mind that we answer every email personally and it can sometimes take up to 24hrs to receive a reply. 

We are certain you are going to love your mug and drink from it, or even display it, forever! 

However, if upon the first 7 days of receiving your mug you find that a mistake was made on our end we will either 1) remake your mug to perfection or 2) refund your order completely.  

If you realize that you made a mistake on your order after receiving it, there will be a fee to remake your order. Below is the breakdown of the remake fees:

12oz Bat Mug: $35/Bat Mug
16oz Bat Mug: $40/Bat Mug
Bottle Opener: $20/Bottle Opener
JamShot: $20/JamShot

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
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 $35 restocking fee (12 oz.), $40 (16 oz.). Each amount is per mug. Restocking/Remake fee for Bottle Openers and JamShots are $20 per JamShot/Opener.

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.   

We are able to cancel orders without a fee if they have NOT been engraved. If the item IS engraved, we can cancel the order and refund your order, less a restocking fee (see below). Due to us trying to fulfill all orders as quickly as possible, if you've made a mistake on your order please reach out ASAP.

We much charge a restocking fee for cancellation/refund once engraved. The amounts are as follows:

12oz Bat Mug: $35/Bat Mug
16oz Bat Mug: $40/Bat Mug
Bottle Opener: $20/Bottle Opener
JamShot: $20/JamShot

Yes, we do offer our Top of The Order program on all products.

To add "Top of The Order" to your cart, click on the "Join the Top of The Order" dropdown at the bottom of one of the products you plan to add to your cart. The amount of items you plan to have in your cart is the selection you will choose. (Example: If you have 6 items in your cart, select "6 Items" when you are selecting your last item before checking out.)

If there are fewer items chosen in the "Top of The Order" dropdown than there is in your cart, the "Top of The Order" selection you choose will be honored to those amount of items only. The remaining items in your order will not be honored with "Top of The Order" and they will be put into normal production.

Pricing for Number of Items in Cart:

• 1 Item = $15
• 2 Items = $20
• 3 Items = $25
• 4 Items = $30
• 5 Items = $35
• 6 Items = $40
• 7 Items = $45
• 8 Items = $50
• 9 Items = $55
• 10+ Items = $60

Product Timing:

• ALL NATURAL AND STAINED MUGS WITH NATURAL TEXT WILL BE SHIPPED IN 1 BUSINESS DAY
• ANY ORDER REQUIRING PAINT WILL BE SHIPPED IN 2 BUSINESS DAYS

Shipping times are separate from production and we recommend choosing express shipping if you are in a rush!

We use Maple wood as the base for all of our mugs. Please note that each mug is unique in both tone and grain (The number of lines, as well as the darkness of the wood, will vary from mug to mug. We cannot guarantee that all mugs engraved with natural text will look the same)

You must HAND WASH your Bat Mug with DISH SOAP and COOL WATER to keep it intact and to keep you enjoying endless drinks. 

PLEASE DO NOT PUT YOUR MUG IN THE DISHWASHER.

Your mug is perfectly safe for the hottest hot or coldest cold beverage. If your body can drink it, your mug can pour it.

Your Bat Mug is coated with 2 coats of FDA Compliant (21CFR 175.300) Epoxy Resin before being engraved to ensure that your mug can hold both your favorite hot and cold beverages for years to come.

Absolutely.  There is no better feeling than helping someone celebrate an incredibly special day by helping them celebrate their closest friends.  Email info@lumberlend.com for help setting up your order as well as for exclusive discounts.

Although there are bat mugs out there that tip quite easily, the bottom of our Bat Mugs are concave for added stability.

We like to believe we have thought of everything, and if we haven't, shoot us an email with your suggestion at info@lumberlend.com!

We do offer discounts for orders of multiple Bat Mugs. Our discounts can vary season to season due to fluctuating demand. However, bulk order discounts begin at 5 Bat Mugs or Bottle Openers/JamShots and are subject to change.

Bat Mug Discounts:

• Order 5 Bat Mugs or more and receive 20% off your order.
• Order 10 Bat Mugs or more and 1 Bat Mug in your order will be free.

Bottle Opener/JamShot Discounts:

• Order 5 Bottle Openers/JamShots or more and receive 20% off your order
• Order 10 Bottle Openers/JamShots or more and 1 Bottle Opener/JamShot in your order will be free.

Thinking of something for your groomsmen? Reach out to us by email: info@lumberlend.com.

Yes, we are proud to offer our product to Canada and offer two shipping options. 

DHL: 

• Cheaper and arrives in 1-3 days once shipped
• Charges import fees at the border. 

USPS: 

• More expensive
• No import tax or fee's

**Discount codes are not retroactive and if not used at checkout Lumberlend will not provide a refund for the amount**

We can paint anything that is engraved onto your mug. However, we may not be able to paint multiple colors depending on intricacies of your engraving. Custom coloring a logo is $2.49 extra.

For even moderately complex color-coordinated mugs, please specify clearly in "Special Instructions" how you want your mug painted. Remaking and/or fixing your order can add an extra 2-3 days of waiting.

Choosing the best text color can be challenging, that's why we try to include many examples on our site. Please keep in mind that "natural" engraving will look very light on Cherry, Mahogany, and Gray stains. We suggest choosing a colored text for our stained mugs if you would like the text to read easily.

We've seen a lot of great mugs pass through our doors. Here are a couple of our suggested stain/color combinations:

Stain              Text Color

Natural          1)Natural   2) Navy    3) Black

Cherry           1) Gold       2) White   3) Black

Mahogany     1) Brown   2) Gold      3) Silver

Gray               1) White    2) Black   3) Navy

*Mahogany w/ Brown will read much clearer than Mahogany w/ Natural text* See below.

When customizing, you'll be asking how many lines of text you would like.

1 line of text is always included. You will have the option to choose 2 or more lines of text.

For our Custom Mugs and Custom Groomsmen Mugs, the included line of text is the large middle line. The order of "Lines" is as follows:

Line 1: Top Small Text

Line 2: Middle Large Text

Line 3: Bottom Small Text

For our Locker Room and Groomsmen Edition, 3 lines of text are already included. The order of lines is as follows:

Line 1: Small Text

Line 2: Large Text

Line 3: Large Text

Line 4: Small Text

To include a 4th line of text on a Locker Room Edition Bat Mug, it will be an extra $5 charge. Please message us at info@lumberlend.com for help if you are having trouble customizing.

If the design you request cannot be done, we will attempt to you contact you through the contact information you submit with your order. 

We will reach out a minimum of 2 times before we decide anything. 

If we do not receive a response after 2 reach outs, we will create your order as close to your design as we can. We will also refund any extras that we could not do. 

If you receive the order and are not satisfied, we will be happy to remake your order. However it will be subject to a remake fee. 

The image engraving quality will be a direct result of image quality. High-resolution images (300 DPI) with minimal shadows typically work best. Please crop your images to your preference before uploading. 

*MLB, MILB, AND ALL OTHER TRADEMARKED LOGOS CANNOT BE PLACED ON OUR MUGS and will be removed if included in personal photographs.*

Please note that our engravers only engrave dark parts of an image. If you have bright/white parts of an image these will not be engraved.

Each 10oz, 12oz, & 16oz Bat Mug includes our Lumberlend Branding and Slogan engraved on the back of each Bat Mug. Our Patent Number is only included on our 12oz Bat Mugs.

Our Lumberlend Branding cannot be removed and will be included on each Bat Mug. 

For customers making multiple purchases, please send us an image of your first order so we can try to match the design and layout as similar as possible. Our stained mugs have variance  and have slightly changed over time. Please email us at info@lumberlend.com

If we do not receive a photo and the customer is unhappy due to variance in multiple orders, we will remake the products for a remake fee.

Currently, production for each order is approximately 3-5 business days to handcraft. We then have to ship your mug.

Domestic Shipping (US): 2-5 Business Days to ship depending on the method. This puts the Bat Mug at your door in around 5-10 days from when you place your order.

International Shipping (Outside of US): 2-10 Business Days to ship depending on the method. This puts the Bat Mug at your door in 2-3 weeks from when you place your order.

You will receive an automated email when your order ships that contains your tracking information so you can keep tabs on your Bat Mug(s) as soon as your order leaves the warehouse.

It can take up to 24 hours for the tracking information to update.

Please be sure to double check your address when placing your order. If the mug gets sent back to us due to insufficient address, we will have no option but to re-charge you for shipping.

Lumberlend is proud to offer ROUTE shipping insurance at checkout for all customers. Selecting ROUTE is the only was to cover your shipment in the event that it is lost, damaged or stolen in transit. Simply file a claim with ROUTE and they will refund you or purchase a new mug for you no questions asked. 

*Lumberlend is not responsible for/does not cover any package once it leaves our facility. If the customer elects to not purchase ROUTE shipping insurance at checkout, Lumberlend will remake the mug in the event that it is lost, damaged or stolen for our remake fee of $30 

Unfortunately we do not have licensing for players that have retired and are not still active in the MLB, except for a select few. This means that we cannot engrave players that have recently retired or retired decades ago, including David Ortiz, Derek Jeter, Ken Griffy Jr., Cal Ripken, Ted Williams, Babe Ruth, etc...

Players that we CAN engrave that are NOT active in the MLB:

Lou Gehrig

Jackie Robinson

Chipper Jones

Unfortunately, the Hall of Fame is a very exclusive license and one day we hope to be a part of. For now, we will only be able to admire baseball's greatest legends without being engraved on a mug.

Unfortunately, MLB team logos are protected by trademarks that we do not have licensing for. Many of our customers like to use the team colors, city, or team nicknames instead, as well as many of our stock designs included on our site.

If an MLB logo is found in an order, we will reach out to you explaining why we cannot use the logo and request a new one. If we do not receive a response within 72 hours. we will cancel and refund your order.

*With written official permission, we can engrave any team logo.

Unfortunately, NCAA/College team logos are protected by trademarks that we do not have licensing for. Many of our customers like to use the team colors, city, or school nicknames instead.

If an NCAA/College logo is found in an order, we will reach out to you explaining why we cannot use the logo and request a new one. If we do not receive a response within 72 hours, we will cancel and refund your order.

*With written official permission, we can engrave any team logo.