TERMS - THE IMPROPER MUG

ORDER TIMELINE 

Our company works with printing partners to make most products to order within 3-7 days.

Oftentimes, orders process faster than that but we can’t guarantee a faster processing time.

Made to Order vs. Pre-Made

Check a listing carefully to understand if a product is pre-made and ready to ship or if the product is ordered before it’s handmade.

Both are handmade but the pre-made is shipment ready while the made-to-order products generally take 5-7 days to be created for you.

Look for the following image if a product is ready for shipment immediately:

[READY TO SHIP IMAGE]

 

HANDMADE DISCLAIMER

The product(s) you receive might vary slightly from the product picture due to the nature of your product(s) being 100% handmade to order.

Please see product descriptions for care instructions.

Custom orders

We always love creating new products from scratch.

Please contact us for a quote.

Custom orders can have a lengthier processing time and are non-refundable.

Ask us for details.

 

SHIPPING

Our company ships through the following carriers and can vary by product.

UPS, USPS, FEDEX

International Shipping

We ship all over the world for what I think is a great rate! However, your item needs to go through customs in your country and I have no idea or way of predicting how long that may take. So please allow at least 3 weeks for delivery time and before inquiring where your item might be.

We happily support and love our international customers.

We ship all International products through DHL eCommerce who will bring the item to your country to them be delivered by your local mail delivery service.

The Improper Mug is not responsible for duty or brokerage fees for international shipping. These charges come from your country during importation of your package.

Cost calculations

We do our best to apply fair shipping costs to each order.

* We charge a low, flat shipping rate by product to be fair to all customers.

* Items ship as they are completed and will often ship separately.

Timeline

Selecting expedited shipping during checkout does not ensure a faster processing time. Your product may still need 5-7 DAYS to be handmade depending on the product.

 

RETURNS

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

Personalized and/or customized goods are exempt from being returned unless the product arrives defective.

Additional non-returnable items:

* Gift cards

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted: (if applicable)

* Any item not in its original condition, is damaged or missing parts for reasons not due to our error.

* Any item that is returned more than 30 days after delivery

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at sassy@impropermug.com

Sale items

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)

We only replace items if they are defective or damaged.  If you need to exchange it for the same item, send us an email at sassy@impropermug.com with a photo of the defective item.

Shipping

To return your product, you should mail your product to: 11615 Baystone Place, Concord, NC 28025

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of any shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

 

WHAT IF YOU PROVIDE THE WRONG ADDRESS?

If you catch it and make a request before your item ships, I will most definitely help you get that changed.

IF YOU GIVE ME THE WRONG ADDRESS AND YOUR ITEM HAS SHIPPED, I’m afraid there is NOTHING I can do to assist. YOU can try to contact the postal service through their website to see if they can reroute it for you. I do not get returned or undeliverable items. I CAN NOT reship something. If you still want your item, please reorder it with the proper address.