FAQ

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SHIPPING

  • Your order will be ready to be dispatched within 1-5 business days.
  • Your order will be shipped to you via your nominated shipping method.
  • Standard shipping 5-10 business days - Free with in Australia.
  • Express Post 2-5 business days - add $10 Australia only.
  • New Zealand standard shipping 5-10 business days - add $12 New Zealand only.
  • International shipping - transit times vary depending on location - add $20  worldwide shipping to 190 countries.
  • Fundraising orders - all orders are delivered in bulk directly to the organiser to manage distribution.
  • It is the customers responsibility to provide the correct shipping information at check out.  If the information provided is incorrect & the package is returned, the customer is responsible for the cost of reshipment & any other fees involved.

PAYMENT SECURITY

  • My Order Cup uses Square & PayPal to securely process your payments.
  • We accept Visa, Master Card, American Express, Diners Club & PayPal.

RETURNS/EXCHANGES

  • My Order Cup will happily exchange or refund your purchase if your goods are faulty.  
  • We do not accept order cancellations.
  • We do not accept if you change your mind.
  • Each item is custom made - all sales are final.
  • Please double check all details before submitting your order - we will not be responsible if incorrect information has been provided.
  • If you wish to make a claim you must notify us with in 7 days of receipt of your purchase.
  • Goods must be returned for assessment with in 14 days of receipt.
  • Please email us with a description of your claim & an image of the faulty item attached. 
  • Once your claim has been approved we will contact you to exchange or refund.
  • Buyers are responsible for the return postage costs.
  • The item must be returned in original condition, packaging included.
  • We are not responsible for damage caused by misuse - this includes scratches & dents.

LASER ENGRAVING

  • Each My Order Cup is individually laser engraved & therefore unique.
  • All laser engraved areas will be silver in colour.
  • Laser engraving reveals the base stainless steel colour.  Unlike vinyl decals it is permanent & will not peel off.
  • There may be some variation with the placement of letters between individual items.  
  • Each art file is set up separately & is centred or aligned to correctly position the text.
  • Standard keyboard letters only. 
  • Obscenities will not be accepted.
  • No special characters, emoji or emoticons.
  • If we have any questions or concerns about your engraving details we will email ASAP.  Please note your response time may effect delivery.

PACKAGING

  • To protect your My Order Cup from damage during shipment, we reuse the original packaging in which we receive the goods.
  • Each cup comes packaged in a bubble wrap pocket inside a small cardboard box.  We strongly urge you to reuse this packaging as we have.
  • Please reuse, recycle or re-purpose all packaging.
  • Our mailers are from Heropack & are 100% compostable.

CARE & USAGE INSTRUCTIONS

  • To best care for your laser engraved personalised reusable cup or water bottle please read & follow the below information & product details.


Cleaning

  • HAND WASH ONLY in warm soapy water.
  • DO NOT use abrasive or scouring sponges etc as they may scratch the surface.
  • DO NOT soak as this may damage the outer coating.
  • DO NOT use in the dishwasher, as this may damage the outer coating.
  • DO NOT use in microwave as it is made from stainless steel.
  • NOT freezer safe.


Usage

  • Double walled insulation keeps contents hotter/colder for longer.
  • Keeps liquids hot for up to 6 hours
  • Keeps liquids cold for up to 4 hours
  • For best results & to keep your beverage at an optimum temperature: Pre-warm the cup in hot water when using hot liquids.
  • Pre-cool in cold water when using cold liquids.
  • Use the lid to insulate the liquid.
  • Use lid to avoid spills.
  • Although the cups are durable & smash proof, do not drop as this may cause dents or damage.


WARNING

  • Please be careful when hot liquids are in the My Order Cup as they will remain hot for an extended period of time.