Contact Us
Our award-winning Customer Solutions Team is available via the phone as well as chat and email during these times:
Monday - Thursday 8:30 am - 5:00 pm MST
Friday 8:30 am - 12:00 pm MST
Here are a few other ways to reach us:
Mailing Address: 366 Dividend Dr., Rexburg, ID 83440
Call Us: (480) 428-1999
Email Us: customersolutions@hotcupfactory.com
We are excited to help you!
Use the form below to send us a message
Yay! You ordered something!
Disclaimers
We will ship anywhere that FedEx ships and we offer free shipping for all standard orders (non-custom) to both residential and commercial addresses in the 48 contiguous United States (this excludes Alaska, Hawaii, and outside of the US). We strive to offer optimal shipping rates so you can receive your product wherever you are. If you need a shipping quote for expedited shipping please call us at (480) 428-1999.
Free Shipping: Standard 3-5 Business Days
- Shipment arrival estimated between 3-5 business days. Keep in mind the day the order ships is not considered a full business day
- Available to the lower 48 United States
Missing shipment
If your tracking number claims your package was delivered but is nowhere to be found, please report it to our customer solutions team as soon as possible by calling 480-428-1999 or emailing customersolutions@hotcupfactory.com. Once a representative has confirmed the reception of your report, please allow us 3 business days to collaborate with FedEx to exhaust all efforts in locating your package. If the package has not been located after this period, we will be more than happy to initiate a refund or ship a replacement package to you.
Because P.O. boxes aren't big enough to accommodate our large boxes, we can't deliver full cases or big orders to P.O. boxes. We only ship small quantities from USPS to P.O. boxes such as sample boxes.
If you need to cancel an order please notify us as soon as possible and we will do everything we can to help you! If your order has been packaged then we will not be able to cancel it. If you contact us outside of our hours of operation we can't guarantee that we will be able to cancel it for you. Our office hours are Monday through Thursday 8-5 pm (MT) and Fridays 8-12 pm (MT).
Please email customersolutions@hotcupfactory.com or call 480-428-1999.
Sometimes an incorrect address is input or an address simply needs to be changed. We understand! Please let us know within 1 hour of the order being submitted if a change needs to be made and we will be able to accommodate you.
If the shipment has already left our facility, it is out of our hands and in the hands of our shipping carrier. If you request to change your address on a package that's already in the hands of the shipping company, please contact us within 1 day after the order is shipped and we will contact our shipping carrier to make this correction. We charge $17.60 for each case that is rerouted.
Things happen, we get it. Sometimes packages get refused, the address can't be delivered to, or the package is marked "Return to Sender". If this happens, your options are below.
Request hold for pickup
We will reroute your package(s) to a nearby FedEx facility to be held for you to pick up. This service is free.
Deliver to another address
We will reroute your package(s) to an alternate delivery address you provide. This service costs $17.60 per tracking number.
Return to sender
FedEx will return the package(s) to us. This service costs $17.60 per tracking number. Once we have received them, you will be partially refunded and will need to place another order for the products to be sent to you.
If Your Package is Lost:
If your FedEx tracking claims your package was delivered but is nowhere to be found, please report it to our customer solutions team as soon as possible by calling 480-428-1999 or emailing customersolutions@frozendessertsupplies.com. Once a representative has confirmed the reception of your report, please allow us 3 business days to collaborate with FedEx to exhaust all efforts in locating your package. If the package has not been located after this period, we will be more than happy to initiate a refund or ship a replacement package to you.
If Your Package is Damaged:
If your package arrives damaged to the point of the product falling out or being damaged, please report it to our customer solutions team at customersolutions@frozendessertsupplies.com. We ask that you include photos of the damaged package or contents so that we can properly notify FedEx and work to prevent it in the future. Once we have received your report and photos, we will be happy to offer you a solution in the form of a replacement case, or refund.
Returns:
Do we offer Returns? YES! If any of our product does not fit your needs please follow the instructions below.
Start a ReturnHas it been more than forty-five (45) days since you placed your order?
If it has been more than 45 days since you placed your order, it is not eligible for return. We believe that 45 days is a good amount of time to inspect your product to make sure it's exactly what you wanted.
Have you opened any of the inner sleeves in the package?
If your order is neither incorrect or defective, and you have opened the inner sleeve, it is not eligible for return. You're free to open the cardboard box it comes in but, when the sleeve is opened, we can no longer sell the product.
Did you receive incorrect or defective product?
If your order is incorrect or defective, it is eligible for return. Because we made a mistake, this does not have to be within 45 days of your order being placed. If applicable, we will send a replacement package to you.
If you've determined that your order is eligible for a return based on the qualifications above, you can submit a return request here or click the button above to begin. Be prepared with your order number, the reason for your return, and pictures of the product.
Once a return request is approved and you are emailed a return label you have 15 days to return the product.
If your order is not damaged, incorrect or defective you will be responsible for return shipping and a 10% restocking fee. Any additional shipping fees that was paid for will not be refunded.
After we've received your item in our warehouse, we'll issue a refund to your specified account. Once issued, it will take 5-7 business days to reach your account.
To cover the cost of shipping and restocking, we require that you pay for the shipping and a 10% restocking fee. Any additional shipping fees that was paid for will not be refunded.
*This does not apply if the return is due to a mistake on our part - incorrect or defective item or incorrect description.
Order is damaged
We are so sorry that your order was damaged! Please use the return portal above to fill out the necessary information. It will ask you to include pictures of the damaged box and products so that we can better understand what happened. These pictures also allow us to file a damage claim with the responsible shipping party. Please do not worry one bit about your order! We will take care of you :)
Order is incorrect
We apologize for the inconvenience and we appreciate you letting us know. Please use the return portal above to fill out the necessary information. It will ask you to include pictures of what you received so we can offer you the best resolution possible. We would love to make this as easy for you as possible by setting up a FedEx pickup for the incorrect item you received once your return is approved.
Order is defective or does not work properly
We take this very seriously and will do everything we can to make this right for you. Please use the return portal and follow the appropriate steps for your order.
*If you are having any problems with the return portal please email us and we will help you. Customersolutions@hotcupfactory.com
FAQ
Our purpose at Hot Cup Factory is "Build People and Deliver Joy." That means that everything we do, from manufacturing to packaging to delivery, is to build you and your business and deliver joy to you. We also strive to build our employees and help them to be better people. You can read more about our purpose here.
What are your products made from?
Our paper coffee cups are made with FDA approved food-safe paper coated in a thin layer of PE (Polyethylene). Our clear plastic cups are made from PET (Polyethylene Terephthalate) and our plastic spoons and straws are made from PP (Polypropylene). Our eco-friendly ice cream cups are made from FDA approved food-safe paper coated in a thin layer of PLA (Polylactic Acid). PLA is plastic made from corn starch. Our eco-friendly spoons are also made from PLA. Our eco-friendly wooden spoons are made from FDA approved smooth birch wood.
What does it mean if a product is "eco-friendly"?
You may have noticed that some of our products are labeled "eco-friendly," however this can mean different things to different people. All of our eco-friendly products are fully biodegradable and our eco-friendly paper cups are completely compostable as well.
Where can I find the dimensions of products?
Dimensions of products are listed in the product description under specifications. However, if you can't find the dimensions of a product in its description, call our customer solutions team at 480-428-1999 or email us customersolutions@hotcupfactory.com.
Are your cups flush-fill or practical-fill?
All our cups are practical fill. That means that the measurement of our cups isn't based on the volume of the cup to the rim, it's slightly below the rim. This way, you don't have to overflow your cups to get the right amount of product in them.
What measurement do you use for your cups?
We use fluid ounces (fl oz) to measure our cups.
When will I get my order if I order today?
This depends on when you place your order and what shipping you chose. Our residential and commercial 5+ business days shipping option is guaranteed to be delivered between one (1) and seven (7) business days (in the contiguous United States). Refer to our shipping policy for exact information about shipping duration.
What's your shipping policy?
You can view our full shipping policy here.
I only received part of my order. What should I do?
Sometimes products are shipped from multiple locations and may not arrive on the same day. Don’t panic! Give us a call, and we can look into it to find out where the rest of your order is.
How can I become tax exempt?
Tax exemption can be given to certain retailers. Read this page to better understand if you qualify for sales tax exemption.
What does it mean to be a distibutor?
Being a distributor means that you would like to sell our products on your website or storefront as packaged. If you are using our products to store your own products, you would not be considered a distributor.
How can I become a distributor?
We love our distributors! If you want to become one, all you need to do is fill out this form, and we'll contact you.
Which products are available to customize?
We have a wide variety of products available to customize. They are as follows:
- Paper Hot Drink Cups in following sizes: 8, 12, 16, & 24 oz
- Clear Plastic Drink Cups in following sizes: 12, 16, 20, 24, & 32 oz
- Paper Hot Soup Cups in following sizes: 3, 4, 5, 6, 8, 12, 16, & 32 oz.
- Paper Food Cups in following sizes: 3, 4, 5, 6, 8, 12, 16, & 32 oz.
- Paper Cold Drink Cups in following sizes: 8, 12, 16, & 24 oz
- Opaque Plastic “Stadium” Drink Cups in following sizes: 8, 12, 16, 17, 20, 21, 24, 32, and 44 oz
- Heavy Duty Spoons in both solid color and color changing varieties
- Lids are offered for each product size listed and can turn our paper food cup and paper hot soup cups into to-go containers
Do you offer eco-friendly custom options?
Our paper cups are all eco-friendly! Our USA-Made cups in particular are made with post-consumer recycled fibers, giving them both a premium feel and making them our most eco-friendly custom option.
Where are your custom cups produced?
Our custom cups are produced here in the United States as well as overseas.
Why should I invest in custom cups?
When opening your ice cream shop, you're probably getting conflicting advice about custom ice cream cups. They can be more expensive than plain ice cream cups but you have to remember that it's an investment. You're investing in branding for your shop, advertising, and decor.
What is the minimum order quantity?
If you are ordering paper products, the minimum order quantity is 2,500 units. If you are ordering PET plastic products, the minimum order quantity is 5,000 units.
What does the custom ordering process look like?
When you order custom by either giving us a call at 480-428-1999 or emailing us at custombranding@hotcupfactory.com you'll be connected with a sales representative. They will discuss pricing, quantities, and lead times to make sure we are able to meet your needs!
Once you place the order for your cups, you'll get the opportunity to work one-on-one with a member of our in-house design team. They can help you create a logo, adjust an existing logo, or put your design onto one of our templates. Once that has been completed, everything is sent into production.
A member of our fulfillment experience team will be communicating with you during that production process to answer any additional questions you may have.
Do you offer design services?
Yes! We would love to help build your brand and logo. Contact our sales team at (480) 428-1999 or email us at custombranding@hotcupfactory.com and we can identify how we can best help you.
When will I get my custom products?
We have a few different options for you to help you get exactly what you're needing. Our lead times vary depending on the custom product you choose. Generally, our USA-Made cups take 5-7 weeks, while Overseas cups can take anywhere from 6-7 months to arrive after submission to production.
I need my cups sooner than the allotted time. Do you offer any rush services?
We do not currently offer any rush services for our custom products. However, if you're needing cups sooner than our custom cups can make it to you, we would be more than happy to help you get some non-custom or stock cups in the meantime to hold you over! Click here to view all our hot cups that can ship to you within 2-7 days.
My spoons/cups/lids are defective. What should I do?
We pride ourselves in a strict quality control process. However, on rare occasions, there can be issues in the manufacturing process. If you received supplies that are in some way defective, give us a call or send us an email. We’ll figure out what the problem is and make things right.
What is your return policy?
If you want to return your order, we try to make our process as simple as possible. Just click here to start the process.
How can I get a discount?
Subscribe to our email list at the bottom of our website to be notified about sales and discounts!
Can I get samples?
Yes! Our sample boxes are customizable according to what we have available in our sample inventory. The sample box is a small fee of $5.00 to cover the shipping cost. You will receive a variety of the products we offer on our storefront.
Please contact us at customersolutions@hotcupfactory.com to inquire about what sample inventory we have available.