Our Return Policy

We Offer Returns!

Is Your Order Eligible to be Returned?

There are a few questions to ask yourself before submitting a return request:

  • Has it been more than thirty (30) days since you placed your order?
  • Have you opened any of the inner sleeves in the package?
  • Did you receive incorrect or defective product?

If it has been more than 30 days since you placed your order, it is not eligible for return. We believe that 30 days is a good amount of time to inspect your product to make sure it's exactly what you wanted.

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. 

If your order is incorrect or defective, it is eligible for return. Because we made a mistake, this does not have to be within 30 days of your order being placed. If applicable, we will send a replacement package to you.

What's the Next Step?

If you've determined that your order is eligible for return based on the qualifications above, it's time to contact our customer solutions team. Call us at (480) 428-1999 or email us at customersolutions@hotcupfactory.com to begin the return process. Be prepared with your order number, the reason for your return, and pictures of the product.

If the product is incorrect or defective, you'll need to send us a picture or video so we can assess the damage before we start the return.

If your product is defective damaged or inaccurate we will make sure to take care of you and get you the best solution possible! This could include a refund or a replacement.

Completing the Return

Once you've discussed your return with our team, we'll start the return process on our end. After we get all the information we need, we'll send you the return label. It's then your responsibility to package the items, attach the label, and send the items back to us.

Refunds

After we've received your item in our warehouse, we'll issue a refund to your specified account. Once issued, it usually takes 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.*

*This does not apply if the return is due to a mistake on our part - incorrect or defective item or incorrect description.

If you have any other questions, please contact us by calling (480) 428-1999 or emailing us at customersolutions@hotcupfactory.com!