Define U Customer Care | Insulated Tumblers, Coasters & Drinkware

Ordering

BEFORE SUBMITTING YOUR ORDER: To ensure you are delighted by your order please confirm all order details are correct, as all orders are put into production as soon as you have submitted payment through our website. We are unable to alter or cancel orders once payment is submitted.

MONOGRAMS & Custom Orders

We produce your order to MATCH EXACTLY the information you entered into the website. Please confirm that you want the monogram exactly as you entered. General guidance on monogram format is from left to right: First Name Initial, Last Name Initial, Middle Name Initial Monograms and custom orders are not returnable. We cannot produce products with profanity.

Order Processing Time

Standard order processing times is 5-10 business days from date the order was placed.

Note: Expedited shipping does NOT affect the production time for product. If you wish to rush a product, please contact a customer service representative [email protected] to request a rush. NOTE: A Rush fee will be applied and expedited shipping may need to be applied depending on the shipping location.

Shipping

*Free Shipping will be via standard ground shipping 2-9 days

All orders ship complete and shipping window is based on item with the longest production time.
We ship most orders via USPS and UPS, and may change carriers at our discretion.

International Shipping

Shipments outside of the USA are subject to the duties, customs, handling and other fees of country location address. We are not responsible for the reimbursement of any fees assessed at time of delivery.

Wholesale Customers

*Retail Customer Promotions & Free Shipping do NOT apply to Wholesale Customers
Approved Wholesale Accounts Onboarding/Ordering Information:
- After your Wholesale account is approved (upon completion of a Wholesale Application, or set-up by a sales representative):
  - Each wholesale account must designate 1 email address for your company. This email will be used to establish your sign in, and links to your tax exempt status, and your wholesale discount
- You will be given a discount code, to be entered any time you checkout, to receive your wholesale discount off the website retail prices
- The first time you place an order at www.defineu.com you will be prompted to create a password
- For assistance or questions, please contact [email protected]

Return Policy

Define U hopes you enjoy your personalized treasure! We reserve the right to request images of any defective product. Items purchased at www.defineu.com may be returned to DeFine U for exchange or return within 30 days of original invoice. We will accept a return on any unworn, unaltered items, with the original packing slip. Sale items, clearance items are a final sale, and therefore are not eligible for exchange or return.

Please email information to [email protected] for return requests. Please provide your name, address, order number, and reason for return. Returns will only be accepted with a Return Authorization Number. Approved Returns will be credited for the purchase price of your item. Once return is processed, a credit will be issued for the merchandise amount only. Original shipping and return charges cannot be refunded. Refunds will be made in the form of the original payment. Please allow 7-10 days for processing.

Please email information to [email protected] for exchange requests. Please provide your name, address, order number and full details of product exchange.

Items purchased at an authorized DeFine U retailer must be returned directly to the store where they purchased. Items that are customized can not be returned.

IF MERCHANDISE ARRIVES TO YOU DAMAGED FROM SHIPPING:

Please instruct your delivery driver to file a damaged shipment report. Acceptance of the shipment is acknowledgment that articles received were in sellable condition.