Terms and Conditions

Refunds, Returns & Cancellations

If your order arrives damaged, please contact us within 24 hours of confirmed delivery and include clear photos of the damaged item(s), packaging, and shipping label so we can determine an appropriate resolution.
Orders may be canceled within 24 hours of purchase for a full refund. After the 24-hour cancellation period, all sales are final. Production has begun or materials have been ordered, cancellations will not be accepted.
Due to the custom nature of our products, refunds and returns are not accepted except in the event of an error on our part.
If you select the Ship Your Own Cup option, you are responsible for shipping your tumbler to By Jena Johnston. Recieving the cup after 7 days may result in a delay in production. If your tumbler is not received within 20 days of your order date and you choose not to proceed with your order, your order will be canceled and refunded as store credit. No refunds will be issued to the original payment method after the 24-hour cancellation period.

Disclaimer of Liability

Jena Johnston disclaims all liability for personal injury, property damage, or any other damages arising from the use, misuse, or inability to use our products. This includes, but is not limited to, allergic reactions, ingestion, injury from broken items, or any unforeseen consequences.
Customers acknowledge that customized items are created based on their specifications and/or artistic liberties exercised by By Jena Johnston. By purchasing a customized item, customers accept that slight variations in design, color, placement, and artistic interpretation are normal and are not considered defects.

Processing Times

Processing times begin on the date your order is placed. However, delays in communication, mockup approvals, personalization details, photos, or any other information required to complete your order will extend your processing time accordingly. By Jena Johnston is not responsible for delays resulting from a lack of communication or failure to provide requested information in a timely manner.

Tumblers

Ready to Ship (RTS): 1–5 business days (excluding weekends and holidays).
Made to Order: Approximately 4–5 weeks. During peak seasons, turnaround may extend to 6 weeks.
Orders of 5+ cups may take an additional 7days to complete
Ship Your Own Cup: If your tumbler is not received within 7 days of your order date, your turnaround time may be delayed. Processing begins on the order date; however, your turnaround time will be extended until your tumbler has been received and any required information has been provided.

UV DTF

Orders are processed within 3–7 business days unless otherwise stated. During peak seasons, processing time may extend to 7–10 business days.

Rhinestone Tumblers & Lids

Approximately 4-6 weeks. During peak seasons, turnaround may extend to 6–8 weeks.

Preorder Policy

Occasionally, preorder opportunities are offered for select products.
If your order contains both preorder and in-stock items, your entire order will ship once all preorder items are ready. If you need in-stock items sooner, please place a separate order.

Order Processing

Your order’s turnaround time is determined by the item with the longest processing time.

Example:

If your order contains one Ready to Ship tumbler (1–5 business days) and one Made to Order tumbler (4–5 weeks), your entire order will ship within the Made to Order timeframe.

If you add additional items to an existing order, the turnaround time resets based on the newest item’s processing time.

Example:

Order placed January 1 → Estimated completion by February 5.

Additional tumbler added January 12 → Estimated completion moves to February 16.

Please remember that By Jena Johnston is a one-person business. Every order is handmade with care, and I truly appreciate your patience.

Custom Orders

Customers are responsible for providing complete and accurate customization details.
Customers are also responsible for reviewing all submitted information, including names, spelling, grammar, dates, colors, and shipping information. By Jena Johnston is not responsible for errors submitted by the customer.
If instructions are incomplete or unclear, By Jena Johnston reserves the right to use artistic discretion to complete the order.
Mockups are intended to show the general layout and design concept. Minor differences in sizing, placement, and color may occur in the finished product.
If you would like mockups or assistance designing your tumbler, a $15 consultation fee is available. This fee is nonrefundable but will be credited toward the purchase of that item if an order is placed.
Once a mockup has been approved, the customer is responsible for verifying spelling, grammar, dates, colors, and overall design. Changes requested after approval may result in additional charges and extended processing times.

Customer Artwork

By submitting artwork, photographs, logos, or other designs, you confirm that you own the rights to use them or have permission from the copyright holder. By Jena Johnston is not responsible for copyright or trademark infringement resulting from customer-supplied artwork.

Address Changes & Order Modifications

Please verify your shipping address before placing your order.
Once an order has shipped, address changes cannot be made. If a package is returned due to an incorrect or incomplete address provided by the customer, additional shipping charges will be required before the package is reshipped.
Combining orders is not always possible. Please contact us before placing a second order if you wish to combine shipments.

Handmade Product Information & Care

Every tumbler is handcrafted. Minor imperfections, glitter placement variations, small bubbles, or slight design differences are normal characteristics of handmade products and are not considered defects.
Colors may appear slightly different due to monitor settings, screen brightness, and lighting conditions.
All tumblers include a lid.
Hand wash only.
Do not soak.
Do not use abrasive cleaners.
Do not expose to extreme temperatures.

Rush Orders

Rush processing is not available. Orders are completed in the order they are received.

Email Inquiries

Please email all questions to byjenajohnston@gmail.com.

Responses are typically sent within 24–48 business hours.

Shipping

Orders are shipped through USPS and UPS.
Tracking information will be emailed once your order ships.
By Jena Johnston is not responsible for shipping carrier delays, lost packages, stolen packages, or damage after a package has been accepted by USPS or UPS.

Shipping Insurance

Shipping insurance is automatically included on orders up to $100.
Additional insurance may be purchased for $1 per additional $100 in coverage.

Product Availability

Product availability is always subject to change. Since we use authentic name-brand tumblers and accessories, colors can go in and out of stock without warning. Because of this, I cannot guarantee that every color option will always be available.
If the color you ordered becomes unavailable before I purchase it, I’ll reach out to discuss other available options. If we aren’t able to find a replacement that works for you, your order will be canceled and refunded.

Refusal of Service

By Jena Johnston reserves the right to cancel an order, issue a refund, or refuse service at any time.
This includes, but is not limited to, suspected fraud, abusive or threatening behavior, harassment, policy violations, or any situation that makes us uncomfortable completing the order.

Chargeback Policy

If a customer initiates a chargeback for a valid or invalid reason, By Jena Johnston reserves the right to:

Cancel any pending orders.
Refuse future orders..
Restrict access to our website, social media pages, or purchasing platforms.

If you have any concerns regarding your order, please contact us before filing a chargeback. We are always happy to work toward a fair resolution.

Shop Policy Agreement

By placing an order with By Jena Johnston, you acknowledge that you have read, understood, and agree to these Terms & Conditions.