Due to COVID-19 USPS has been experiencing many delays and not scanning items after picking them up from our warehouse.
**THIS DOES NOT MEAN YOUR MUG HAS NOT SHIPPED**
This is happening frequently with USPS. When they pick the packages up from our warehouse every day they are in large bins that are brought right to the warehouse where they are supposed to scan in each individual package before placing on the truck.
Currently there is a lack of commercial airline flights which the postal service uses for their shipments. This means they are trying to find trucks etc to put packages on. The warehouse our packages are sent to in Nashua New Hampshire is so backed up their can be scanning delays for you to 2 weeks.
Unfortunately, they have not been scanning in packages and rather just placing them on the trucks so we have no way of seeing the tracking. Not to worry they are still in transit, but it is definitely an inconvenience and I am truly sorry about this.
Due to the handcrafted nature of our products each mug currently ships within 3-5 business days. Some mugs may take as long as 5 business days to produce in order to get the details just right. We will get your mug out within 5 business days or we'll pay the shipping for you, we promise.
Business days are counted the day after your order is placed, Monday-Friday, and excludes federal holidays (i.e. Xmas, Easter, President's Day, etc..)
If you see that your mug was sent out after 5 business days, please reach out to us at firstname.lastname@example.org and we will refund your shipping charge once reviewed.
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 email@example.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.
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). Each amount is per mug.
Restocking/Remake fee for Bottle Openers and JamShots are $15 per JamShot/Opener.
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.
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 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)
Absolutely. There is no better feeling than helping someone celebrate an incredibly special day by helping them celebrate their closest friends. Email firstname.lastname@example.org 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 concavefor added stability. We like to believe we have thought of everything, and if we haven't, shoot us an email with your suggestion at email@example.com!
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 $5 extra.
For even moderately complex color-coordinated mugs, please specify clearly in "Special Instructions" what you would 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" engravings 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 combos:
Stain Text Color
Mahogany: 1) Brown 2) Gold 3) Silver
Cherry: 1) Gold 2) White 3) Black
Gray 1) White 2) Black 3) Navy
Natural 1) Natural 2) Navy 3) Black
*Mahogany w/ Brown will read much clearer than Mahogany w/ Natural text* See below.
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, Jeter, Ken Griffy Jr, Cal Ripken, Ted Williams, Babe Ruth etc...
Players that we CAN engrave that are NOT active in the MLB are:
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 nickname 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 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 nickname 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 in 72 hours, we will cancel and refund your order.
*With written official permission, we can engrave any team logo.