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. 

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.

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.

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: $30/mug          16oz Bat Mug: $35/mug          22oz Bat Mug: $40/mug
JamShot: $15/JamShot            Bottle Opener: $15/opener

We stand by the quality of our Bat Mugs and are happy to fix any issues that involve normal ‘wear and tear’, much as you would treat a normal pint-size glasscup. 

We will replace your item if the mug is damaged or deformed due to normal 'wear and tear', including cracked, warped, or softened wood. 

This warranty will not cover:

—Dents created after receiving the product, whether by dropping the mug, or damage committed beyond normal wear and tear *.   

—Mugs that are soaked in water for extended periods of time or cleaned in the dishwasher. 

—Mugs that are damaged after being heated in the microwave. 

*Normal ‘wear and tear’ suggests the same practical usage and treatment as you would with a pint-sized glass. (i.e. What will happen to this glass pint if I hit it with a baseball?)

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). Each amount is per mug.  

Restocking/Remake fee for Bottle Openers and JamShots are $15 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).

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

12oz: $30/mug     16oz: $35/mug      22oz:$40/mug     JamShot:$15/JamShot      Bottle Opener:$15/opener

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

For $20 you can have your order placed to the top of our orders list

-ALL MUGS WITH NATURAL TEXT SHIP 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 COLD 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 in 2 coats of perfectly safe eco-epoxy 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 mugs.  Our discounts can vary season to season due to fluctuating demand, however, bulk order discounts begin at 5 mugs and are subject to change.  

• Order 5 Mugs or more and receive 20% off your order.
• Order 8 Mugs or more and 1 Mug 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**

For more information about bulk pricing, please reach out to info@lumberlend.com and we will be happy to assist you in finding the perfect mugs for your stadium, store, or event.  

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.

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. 

If you have paid for a mock up we will send it for you within 2-3 days via the email provided. 

Should we not hear back after two reach outs or within 4 business days your order will be placed into production to be completed. 

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

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 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 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 a insufficient address, we will have no option but to re-charge you for shipping.

If the tracking number on your order says the shipment has been delivered and you cannot locate it, please reach out to the shipping provider directly for more info on where the shipment might be. 

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:

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 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.