Customer Service Policy

Brumated Customer Service Policy

1. Our Commitment to You

At Brumated, we stand behind the quality of our insulated tumblers, drinkware, and coolers—and we’re dedicated to making every interaction with our brand a positive one. Our customer service team is here to support you from the moment you browse our site to long after you receive your order. If you have questions, concerns, or need assistance, we promise to respond with transparency, empathy, and solutions tailored to your needs.

2. Returns & Exchanges: Hassle-Free Guarantee

We want you to love your Brumated products as much as we do. If you’re not completely satisfied, we offer a 30-day return/exchange window from the date you receive your order—no complicated hoops to jump through.

Eligibility Requirements:

  • Products must be unused, in their original packaging (with all tags, manuals, and accessories included), and free of scratches, stains, or damage.
  • Custom-engraved or personalized items are non-returnable unless they arrive with a manufacturing defect.
  • Clearance or final-sale items are eligible for return only if they’re defective (see Section 3 for defect coverage).

How to Start a Return/Exchange:

  1. Email our team at service@brumated.com with your order number, full name, and a brief explanation of why you’re returning/exchanging the item (photos of the product/packaging help speed up the process!).
  1. Our team will respond within 24–48 business hours with a prepaid return label (for U.S. orders) and step-by-step instructions.
  1. Ship the item back to us—once we receive and inspect it (usually 3–5 business days), we’ll process your refund (to your original payment method) or send your exchange item.

Refund Timeline:

Refunds typically take 5–7 business days to appear in your account, depending on your bank or credit card provider. Shipping costs for original orders are non-refundable unless the return is due to our error (e.g., wrong item shipped, defective product).

3. Defective Products & Warranty Coverage

All Brumated products are built to last—and we back that with a 1-year limited warranty against manufacturing defects (e.g., faulty insulation, broken lids, peeling finishes) for standard items. Our coolers come with an extended 2-year limited warranty due to their heavy-duty design.

What the Warranty Covers:

  • Defects in materials or craftsmanship that affect the product’s functionality (e.g., a tumbler that doesn’t keep drinks cold, a cooler that leaks).
  • The warranty applies to the original purchaser and requires a valid order number or proof of purchase.

What the Warranty Does NOT Cover:

  • Normal wear and tear (e.g., minor scratches from daily use, faded colors from sun exposure).
  • Damage caused by misuse, neglect, or improper care (e.g., dropping a tumbler, using a cooler for non-intended purposes like storing sharp objects).
  • Damage from accidental events (e.g., fires, floods, car accidents).

How to Claim Warranty Service:

  1. Contact us at [email protected] with your order number, photos of the defect, and a description of the issue.
  1. Our team will review your claim within 48 business hours. If approved, we’ll send a replacement product (free of charge) or offer a full refund—whichever works best for you.

4. Order Processing & Shipping Support

We aim to get your Brumated products to you as quickly as possible. Here’s how we support you during the ordering and shipping process:

Order Processing:

  • Most orders are processed within 1–2 business days (excluding weekends and holidays). If an item is out of stock, we’ll email you immediately with an estimated restock date and the option to cancel or adjust your order.
  • If you need to modify or cancel your order, contact us at [email protected] within 12 hours of placing it—once an order has shipped, we can’t make changes.

Shipping Issues:

  • If your order is lost, delayed, or arrives damaged in transit:
    1. Check your order confirmation email for a tracking link to monitor delivery status.
    1. If there’s a problem (e.g., tracking shows “delivered” but you haven’t received it, or the package is damaged), email us within 7 days of the expected delivery date.
    1. We’ll work directly with our shipping partners (USPS, UPS, FedEx) to resolve the issue—this may include sending a replacement or issuing a full refund.

5. Privacy & Data Protection

Your trust matters to us. We never share, sell, or rent your personal information (e.g., name, email, shipping address, payment details) with third parties for marketing purposes. All data we collect is used solely to process your order, provide customer service, and improve your Brumated experience. For more details, see our full Privacy Policy (you can add a link here once your privacy policy is live).

6. How to Reach Us

Our customer service team is available Monday–Friday, 9 AM–5 PM EST to assist you. For the fastest response:
  • Social Media: Message us on Instagram or Facebook—we monitor these channels during business hours and respond within 1 business day.
We’re here to help make your Brumated experience smooth, enjoyable, and worry-free. Thank you for choosing our brand!
— The Brumated Customer Service Team