Refund policy

At Cups24, we want you to be completely satisfied with your purchase. As a manufacturer specializing in paper packaging, we maintain strict quality control. If you are not satisfied with your order, we are here to help.

Our Return and Refund Policy is valid for 30 days from the date of delivery. If 30 days have gone by since your delivery, we unfortunately cannot offer you a refund or exchange.

1. Eligibility for Returns (Stock Items)

For non-customized (plain/stock) items to be eligible for a return:

  • The item must be unused and in the same condition that you received it.

  • It must be in the original packaging.

  • Due to the nature of food-grade packaging, we cannot accept returns on items where the inner protective plastic sleeve has been opened or tampered with.

2. Custom Printed & Personalized Items

Please note that Custom Printed Products (cups with your logo) are made specifically for you and cannot be resold.

  • Returns on Custom Items: We do not accept returns or offer refunds on custom orders for "change of mind" or user-error (e.g., typos in your approved artwork).

  • Defective Custom Items: If there is a manufacturing defect or printing error that deviates from your approved digital proof, please contact us within 7 days of delivery. we will offer a replacement or a partial/full refund at our discretion.

3. Return Process

To initiate a return, please follow these steps:

  1. Email us at dazhuangli@printswiftly.com with your order number and the reason for the return.

  2. If the item is damaged or defective, please attach clear photos of the product and the shipping box.

  3. Our team will provide you with a Return Merchandise Authorization (RMA) and the shipping address for the return. Do not send items back to our factory without prior authorization.

4. Shipping Costs for Returns

  • Defective or Wrong Items: If the return is a result of our error (you received an incorrect or defective item), Cups24 will cover the return shipping costs or provide a prepaid label.

  • Customer Preference: If you are returning a stock item for personal reasons (e.g., ordered the wrong size), you will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.

5. Restocking Fees

We do not charge a restocking fee for returns of defective products. For standard stock item returns (change of mind), a 15% restocking fee may be applied to cover the costs of inspection and repacking.

6. Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item.

  • If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment.

  • Refund Processing Time: Please allow 5–7 business days for the refund to reflect in your account, depending on your bank or credit card issuer.

7. Exchanges

We only replace items if they are defective or damaged. If you need to exchange a stock item for the same item in a different size, please contact us at dazhuangli@printswiftly.com.

8. Contact Information

For all questions related to refunds and returns, please contact our Norcross headquarters:

Company Name: Cups24 – Southern Paper & Packaging
Address: 4590 S Berkeley Lake Rd NW, Bldg C, Norcross, GA 30071, USA
Phone: +1 404 901 0411
Email: dazhuangli@printswiftly.com
Website: https://cups24.com/