Returns & Exchanges

We hope you love your order, but if for any reason you're not completely satisfied, we do accept eligible returns and exchanges within 30 days of your purchase date.

Please note that returns or exchanges outside the 30 day return window will not be accepted, refunded or mailed back. 

Below are more details to determine if you're eligible for a return or exchange.

ELIGIBLE RETURNS & EXCHANGES

Size Change

  • Please email us at support@caffeinatedvibes.com with your order number and the new size you would like.
  • Note that shipping costs are non-refundable and customers are responsible for return shipping. 
  • Merchandise must be unworn, unwashed and in its original condition with all tags attached. 

Received the Wrong Item

  • Please email us at support@caffeinatedvibes.com with your order number and a photo of the incorrect item you received and we'll resolve the situation. 

Received a Defective Item

  • Please email us at support@caffeinatedvibes.com with your order number and a photo of the defective item you received and we'll resolve the situation. 

INELIGIBLE RETURNS & EXCHANGES

  • The item has been worn or washed.
  • The item has been altered in any way.
  • The item does not have the original tags on it.
  • E-gift cards and sale items cannot be returned or refunded.

CUSTOM PET PORTRAIT MUGS — ADDITIONAL POLICY

Because these mugs are made to order based on your approved design, all sales are final once the design has been approved or processed. We do not offer returns, refunds, or exchanges for change of mind, or because the final printed mug doesn't match personal expectations after approval.

Returns or exchanges are only accepted in the following cases:

  • The mug arrives broken or damaged during shipping
  • The printed design contains a clear defect or error on our part (e.g., misprint, incorrect pet, design not matching the approved preview)

If your design is not approved within 36 hours of receiving the approval email, we will proceed with the order as shown in that preview. Once processed, the same final-sale terms apply — no returns or exchanges for dissatisfaction with a design that was not actively rejected in time.

 

To request a resolution for damage or defects, please contact us within 30 of delivery with photos of the issue.

Refunds will be made in the form of the original payment method. We reserve the right to refuse a refund request if it does not comply with our policies.

If you do not see an answer to your question above, please send us an e-mail at support@caffeinatedvibes.com.