FAQ & Contact Us
Have a question? Start with the short answers below. For complete terms, follow the linked policy pages; any consumer rights that cannot legally be waived still apply.
The simple rule: if the problem was caused by 77cups, we make it right. If an item was made correctly and you changed your mind or supplied incorrect information, the applicable return, shipping and customized-product rules apply.
Shipping & delivery
When will my order ship?
Regular orders are normally processed within 1–2 business days. A customized gift enters production only after its design has been saved. We email tracking information when a shipment is on its way.
How long does delivery take?
The current standard-delivery estimate shown at checkout is 10–13 days. Delivery dates are estimates rather than guarantees and may be affected by carriers, customs, weather, holidays or address problems. See our Shipping Policy.
Where do you ship?
Regular drinkware is currently available for delivery to the United States, Canada and Mexico. Free customized gifts currently ship to United States addresses only. Checkout prevents unsupported destinations.
How much does shipping cost?
Standard delivery is US$13 for orders below US$49. Orders of US$49 or more qualify for free standard delivery. The threshold is evaluated after discounts, and the final available method is shown at checkout.
How do I track my order?
Use the tracking link in your shipping email. If you created an account, you can also sign in to My Account to view the latest order status.
Will I have to pay duties or taxes?
Taxes or duties collected by 77cups are shown at checkout. Any import charge imposed separately by customs authorities or a carrier remains the customer’s responsibility unless applicable law requires otherwise.
Returns, refunds & exchanges
What is your return policy?
You may request a return of an eligible, non-customized item within 21 days after delivery. It must be unused, unwashed, undamaged and returned in its original packaging with all included parts. Contact us before shipping anything; unauthorized returns may not be accepted. See Returns & Refunds.
Which items are final sale?
Customized products, including free customized gifts, are final sale after the personalization request has been submitted. They cannot be cancelled, returned or exchanged for a change of mind. Wrong, damaged or defective items and any mandatory consumer remedies remain covered.
Who pays for return shipping?
For a return caused by a change of mind, a customer ordering error or another non-quality reason, you arrange and pay for tracked return shipping to our designated address in China. For a wrong, damaged or defective item, contact us first and do not send it back unless we provide instructions.
How do I start a return or problem claim?
Use the contact form below or email support@77cups.com. Include your order number, the item involved, the resolution you want and clear photos or video when relevant. Wait for authorization and the correct return address before shipping.
My order arrived wrong, damaged or defective. What happens?
Contact us within 7 days after delivery with your order number and clear photos or video of the item, packaging and problem. Our first resolution is a replacement at no additional cost. If the replacement also has a verified defect, or a suitable replacement is unavailable, we issue a full refund for the affected item. Keep the item and packaging until we confirm whether a return is required.
Can I exchange an eligible item?
Yes, if the item meets the return conditions. For a non-quality exchange, you pay tracked return shipping to China plus a US$13 reshipping fee. We send the replacement after the returned item has been received and inspected.
When will I receive my refund?
After an authorized return is delivered and approved, we issue the refund to the original payment method. Our processing normally takes 5–10 business days; your bank or payment provider may need additional time to post the credit.
Which costs are not refunded?
Original shipping charges, customer-paid return shipping and the US$13 exchange-reshipping fee are not refundable unless the return results from a 77cups error or applicable law requires otherwise. A kept customized gift may also reduce the merchandise refund as explained below.
Free customized gifts & personalization
How do I qualify for a free customized gift?
A qualifying merchandise subtotal of US$49, US$99 or US$149 unlocks the gift tier shown on the site. Eligibility is calculated after discounts and before tax and shipping. One free gift may be claimed per order, and the gift does not count toward unlocking itself. See our Customized Gifts Policy.
How do I claim the gift?
Once your order qualifies, choose an eligible gift and add it to the cart before checkout. The cart shows whether it is free at your current merchandise subtotal. Optional size or product upgrades remain chargeable.
Do I have to take the free gift?
No. The gift is optional and must be actively selected. You may buy only regular drinkware; if no customized gift is claimed, no gift value is deducted from an otherwise eligible refund.
Can I finish the gift design after checkout?
Yes. If the gift was included in your order, use the design link in your order email or the My Designs area. The design link remains available for three months. Production starts only after the design is saved.
Can I cancel, return or exchange a customized gift?
Not for a change of mind after personalization has been submitted. Customized products are made specifically from your design and are final sale. This does not remove your rights if 77cups produces the item incorrectly or it arrives wrong, damaged or defective.
What if I entered the wrong name, image or text?
Please review spelling, images, placement and other design details before saving. If the item is produced correctly from information you supplied incorrectly, we cannot provide a free replacement or refund.
What if my customized gift arrives damaged or defective?
The same problem-resolution process applies: contact us within 7 days with clear photos or video. We first provide a replacement at no additional cost. If that replacement also has a verified defect, or replacement is unavailable, we refund the affected item as required by our policy.
How is my refund calculated if I keep the free gift?
A free customized gift has a stated product value and a real production cost. If you return qualifying regular merchandise but keep the gift, its stated value is deducted from the merchandise refund. Example: a US$49 qualifying order with a US$21 gift produces a maximum merchandise refund of US$28. If you skipped the gift, there is no gift-value deduction.
Product & care
How should I care for my drinkware?
Follow the care instructions on the product page. For crystal and fine glass, we generally recommend hand-washing with mild soap and warm water, avoiding sudden temperature changes and drying with a soft cloth.
Are your products dishwasher- or microwave-safe?
Safety varies by product and material, so the individual product page controls. When no dishwasher or microwave claim is stated, hand-wash the item and keep it out of the microwave.
What materials do you use?
Each product page states the material for that item. Our drinkware collection includes crystal, glass and porcelain; customized gifts use product-specific materials listed on their own pages. Read more on our About Us page.
How are fragile items packaged?
We inspect and pack fragile pieces with care for delivery. If an item arrives damaged, keep the item and all packaging and follow the 7-day problem-claim process above.
Orders, payment & account
Do I need an account to order?
No. You may check out as a guest. An account makes it easier to view orders, manage saved details and access designs connected to your order.
Can I change or cancel my order?
Contact us immediately. We may be able to change or cancel unshipped, non-customized merchandise if processing can still be stopped. A customized item cannot be cancelled after its personalization request has been submitted, even if it has not yet shipped.
Can I change my delivery address?
Contact us as soon as possible with your order number and the correct address. We cannot guarantee an address change after processing or shipment has begun. Customers are responsible for providing complete and accurate delivery information.
What payment methods do you accept?
Checkout currently accepts PayPal and major debit or credit cards through PayPal’s secure card service. A PayPal account is not required for the direct card option. Prices are shown in US Dollars (USD).
Do you offer bulk or corporate orders?
Yes. Visit Bulk & Corporate to tell us what you need, including quantity, destination and timing.
Still need help?
Business information: 77cups.com is operated by LuminaLinking (Shen Zhen) International Trade Co., Ltd., No. 448 Huangge Rd, 1A-0618, Longcheng St, Longgang District, Shenzhen, Guangdong 518172, China.
Use the form below or email support@77cups.com. Include your order number when your question concerns an existing order.