Refund policy

Return, Exchange, Refund, and Cancellation Policy

Last updated: September 1, 2026

This policy applies to orders shipped within Canada and explains the conditions, costs, method, and timing of returns and refunds.

30-day return and exchange window

You may request a return or exchange within 30 calendar days after the carrier records delivery. The product must be unused, unwashed, undamaged, unaltered, and in its original condition, with all accessories, manuals, tags, seals, and original packaging. Proof of purchase is required.

For hygiene and safety, opened or used drinkware is not eligible for a change-of-mind return. This restriction does not limit remedies for products that are defective, damaged, or different from what was ordered.

How to request a return or exchange

Email support@tumblerden.com within the 30-day period. Include your order number, the item, the reason for the request, and photographs if it arrived damaged, defective, or incorrect.
Wait for written authorization and return instructions. Returns are accepted by mail only. We will provide the authorized return address and, when applicable, a prepaid return label.
Pack the complete product securely, follow the instructions, and keep the tracking information.

Items sent without authorization, sent to the public business address instead of the authorized return address, or sent cash-on-delivery may be refused.

Return shipping and mandatory restocking fee

For every approved change-of-mind or customer ordering-error return, a restocking fee equal to 20% of the returned item’s purchase price applies and will be deducted from the refund. Tumbler Den will provide a prepaid return label and cover the label cost.

No restocking fee applies when the product was delivered damaged, defective, or different from what was ordered. Original shipping charges are non-refundable unless required by law or the return resulted from our error.

Damaged, defective, or incorrect products

Inspect the order promptly after delivery. Contact us as soon as reasonably possible with your order number and clear photographs. After assessment, we will arrange an appropriate replacement, exchange, repair, or refund without a restocking fee.

Exchanges

Exchanges of eligible items are available during the 30-day window and depend on inventory availability. If a requested replacement is unavailable, we may offer an alternative or issue a refund under this policy.

Inspection and refund timing

After the returned product reaches the authorized return location, we inspect it for compliance with this policy. Approved refunds are issued to the original payment method within five business days after inspection. Your financial institution may require additional time to post the credit. We will email you when the refund is processed.

If the item does not meet the stated conditions, we may reduce or refuse the refund to the extent permitted by law and will explain the reason.

Cancellations and address changes

Email us immediately to request a cancellation or address change. We cannot guarantee a change after processing or fulfillment begins. No cancellation fee applies if the order is cancelled before shipment. If it has shipped, the return process and applicable costs above apply.

Non-returnable items

Gift cards, customized products, items identified as final sale before purchase, and opened or used drinkware returned because of a change of mind are non-returnable, except where required by law or when defective, damaged, or incorrect.