Refund policy

OMG Cups Return, Refund & Damaged Items Policy

Effective: June 11, 2025

RETURN WINDOW

We have a 15-day return policy, which means you have 15 days after receiving your order to request a return.

To be eligible for a return:

  • Items must be unused, in their original condition, and in original packaging

  • A receipt or proof of purchase is required

To initiate a return, contact us at orders@omgcups.com.
Items returned without prior authorization will not be accepted.

RETURN SHIPPING & CUSTOMER RESPONSIBILITY

Customers are responsible for all shipping-related costs when returning an item. This includes:

  • Return shipping costs paid directly by the customer

  • Original outbound shipping costs, even if the order originally qualified for free shipping

If your order received free shipping, the actual shipping cost OMG Cups paid to ship your order will be deducted from your refund, along with the standard restocking fee.

Example:
If you return an item that shipped for free, your refund will be reduced by:

  • The original shipping cost we incurred

  • The 5% restocking fee

  • And you will also be responsible for covering the return shipping cost to us

ORDER CANCELLATIONS & RESTOCKING FEE

All canceled or returned orders are subject to a 5% restocking fee, which covers payment processing and administrative costs.
This fee applies to:

  • Orders canceled before shipping

  • Orders returned within the 15-day return window

DAMAGED ITEMS POLICY (WITHOUT SHIPPING INSURANCE)

Effective Date: June 11, 2025

We pack every order with care, but damage can occur during transit. If you did not purchase shipping insurance, you will need to file a claim with the shipping carrier.

Shipping Insurance (Recommended)

We strongly recommend selecting ShipTection insurance at checkout. It covers loss, theft, and damage during shipping.

Without Insurance

The customer is responsible for:

  • Filing the claim directly with the shipping carrier (e.g., USPS, FedEx, UPS)

  • Retaining packaging and taking clear photos

  • Contacting the carrier within 15 days of delivery

OMG Cups will assist by providing:

  • Proof of purchase

  • Shipping documentation

Note: OMG Cups is not responsible for outcomes of damage claims when insurance is not purchased.

FILING A CLAIM WITH SHIPTECTION (IF INSURANCE WAS PURCHASED)

Claims can be submitted via:

Required Documentation:

  • Description of issue

  • Photos of item and packaging

  • Invoice

  • Tracking number (for lost or stolen packages)

Note: Lost/stolen claims require a 20-day (domestic) or 30-day (international) waiting period before filing.

MISSING / INCORRECT ITEMS

If an item is missing or incorrect, contact us at orders@omgcups.com and we will resolve it promptly.

EXCEPTIONS / NON-RETURNABLE ITEMS

We do not accept returns on:

  • Used or altered items

  • Sale or clearance items

  • Gift cards

All returned items must be in new, unused condition in original packaging.

EXCHANGES

For the fastest service, return the original item (if eligible), and place a new order once your return is approved.

REFUNDS

Once your return is received and inspected, you will be notified of approval status.
If approved, your refund will be issued to your original payment method minus the following deductions:

  • 5% restocking fee

  • Original outbound shipping cost, even if the order shipped free

  • Return shipping, which is the customer's responsibility

  • ShipTection shipping insurance fee, if selected during checkout (this is non-refundable)

Please note: Once OMG Cups issues a refund, it may take 5–10 business days for Shopify and your bank to fully process and post the funds.
This timeline is outside our control and depends on both your financial institution and Shopify’s processing systems.

POLICY UPDATES

OMG Cups reserves the right to update or revise this policy at any time without prior notice.
By placing an order, you agree to the terms outlined in this Return, Refund & Damaged Items Policy.