Shop Policy:
All tumbler sales/custom orders (of any kind) are final unless cancelled within 48 hours. Because these are personal items and are not likely to be resold. All custom orders require half of the cost of the item down, which is non-refundalbe (unless it has not been started yet) due to materials used/purchased for the specified items. All custom orders taken are completed in the order t
hey are received. Turn around time will be given upon your order and written on your order form. The time needed to prepare an order for shipping varies upon item and order date/time. Shipping time is not included in this processing time. Tumbler Care Instructions:
Hand wash only. Not dishwasher or microwave safe. Avoid extreme heat or cold (don't leave in your car for a long period of time). Handmade tumblers are sealed with FDA compliant food grade safe epoxy and it is coated and cured, dropping or mishandling can cause it to crack, chip or break. Tumblers are handmade so there will be times that minor imperfections, glitter, or occasional rough spots which are unavoidable. Handmade Items Disclaimer: Please understand that all items I make are hand crafted and have imperfections. Although I am very attentive and strive for perfection to the best of my ability, they may still occur. Performance of the product will in no way be affected. Accepting that there are no two pieces in my shop that are alike, you are aware that you are receiving a unique, one of a kind item(s)! I strive to keep all deadlines, but occasionally things happen that are out of human control that may cause delays. Customers will be notified immediately of the issue(s) and offered options to include waiting the additional time or refunds at the owners discretion (design dependent and how far along the cup/item is in progress, once the products are used on a cup/custom item, they can not be saved or reused, so it would be a total loss.) I always lean towards my customers so we will work with you as much as possible. These options have not had to be utilized to date and I hope to never have to do so in the future, but real life happens sometimes and this prepares us for anything. Shipping: I mostly utilize personal pick up. I can and will ship and mostly utilize USPS for shipping. All cups are released/shipped to customers as soon as they cure. Shipping tumblers is often delayed an additional few days to assure cure without impressions. You will receive a tracking number via text, email, messenger, or whatever method you choose for contact. I will thoroughly wrap tumblers to prevent most shipping mishaps, but can't guarantee that mishaps won't occur, because accidents happen and, ya know, it IS USPS. If you have something happen from shipping process or have issues with the shipment, please contact me at [email protected] and I will work to make it right as quickly as I possibly can. I will also keep you as informed as I possibly can during the process. Please keep in mind that once your package leaves my hands we have no control over any delays or other inquiries with USPS. Should there be any issues with your cup, please be aware that I stay in contact with you almost during each phase of the process. Should there be concerns during the process, please bring them up during this contact, or soon thereafter. In regards to shipped cups, please contact Undertow Designz within 48 hours after receipt of the cup (identified by the timestamp from the shipping company) with any concerns. AFTER 48 hours: if the cup is damaged in any way and you would like it to be fixed or remade, you must ship the original cup back to Undertow Designs at your expense, and after inspection, the price correction will range from Free to $5 for minor corrections, and up to 75% of the original price for a new cup for major damage. We will do everything we can to keep the cost low, but also to ensure you have the highest quality cup possible! Your options will be provided with costs via email, text, or messenger and your approval will be gained before any for is done to fix the item. As always, thank you for shopping with me and being a valued customer!
