Terms and Conditions

Refunds/Returns/Cancellation:

  • No refunds or returns on items are allowed except in the case of an error on our part. Contact us within 24 business hours of delivery with pictures of damaged items and packaging for resolution.

Disclaimer of Liability

  • We disclaim any liability for personal injury, property damage, or 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 made based on their specifications or artistic liberties taken by By Jena Johnston. Any unforeseen consequences resulting from these customizations are the responsibility of the customer. By purchasing a customized item, customers accept the inherent risks and variations in design that may arise from artistic interpretation.

Tumbler Processing Time:

  • Ready to Ship (RTS) Tumblers: 1-5 business days processing time, excluding weekends and holidays.
  • Made to Order Tumblers: On average 3-4 weeks processing time until shipped. During peak season 4-6 weeks.

UV DTF:

  • All orders are shipped within 3-7 business days unless otherwise stated. During peak seasons, we reserve the right to extend shipping time to 7-10 business days.
Rhinestone Tumblers/ Lids:
  • On average 3-6 weeks processing time until shipped. During peak season 6-8 weeks.

Preorder Policy

  •  Occasionally, we provide preorder opportunities for select items. When placing an order during a preorder listing along with items currently in stock, please be aware that your order will not be shipped until the preorder items are ready for dispatch, regardless of the duration. To ensure timely delivery, we recommend placing orders containing preorder items exclusively during the designated preorder periods. This practice helps avoid extended shipping times associated with the preorder fulfillment process.

Order Processing Time:

  • Order Processing Time is determined by the item with the longest turnaround time in your order. Example: If an RTS tumbler (5-7 business days) and a Made to Order tumbler (4 weeks) are in the same order, the turnaround time is 4 weeks.

Customizations:

  • Customized Requests: For products with customization options, customers must provide detailed specifications or directly communicate with By Jena Johnston to ensure their requirements are understood. In the absence of specific instructions or direct communication, By Jena Johnston reserves the right to exercise artistic liberties and make design decisions at its sole discretion to fulfill the order. Customers acknowledge that the final product may vary from any general descriptions or images provided
  • We strongly advise a $15 consultation when customizing a cup if you need mockups. This $15 is nonrefundable but is credited towards your purchase of said item.

Address Change & Order Modifications:

  • After a package is dispatched, an order cannot be changed or returned. If it is undeliverable it will fall on the customer to provide additional funds for shipping to the corrected address. 
  • Combining orders is not always possible. Please reach out with a request but know it will not always be granted.
  • Orders can only be canceled within the first 24 hours after ordering and only if they have not started production. 
  • We reserve the right to charge a 10% restocking fee

Tumbler Information & Care:

  • Handcrafted with care; may have small imperfections.
  • All tumblers come with a lid. Handwash only, do not soak, do not use abrasive chemicals, and avoid extreme temperatures

Rush Orders:

  • We do not offer rush shipping services. All orders are processed in the order that they are received.

Email Inquiries:

  • Email all questions to byjenajohnston@gmail.com. Responses will be sent within 24-48 business hours of receiving emails. 

Shipping:

  • All orders shipped via USPS and UPS. Tracking information sent via email. We are not responsible for shipping delays.

Shipping Insurance:

  • Shipping Insurance is automatically covered in the shipping price when making a purchase. 

Product Availability and Discontinuation:

  • Product availability is subject to change and that we reserve the right to discontinue or modify our product lineup at any time. Should a product be discontinued, it will not occur while there are orders pending for them.

Cancellation/Refusal of Service:

  • Right to cancel/refund orders and refuse service at any time for any reason.
  • We reserve the right to cancel or refuse service in cases of suspected fraud, abusive behavior, or violations of our policies.

Chargeback Policy:

In the event that a customer initiates a chargeback with their financial institution for a valid or invalid reason, we reserves the right to take the following actions:

  1. Order Cancellation:
    If a chargeback is initiated by a customer, we reserve the right to cancel any existing or future orders placed by that customer without prior notice. This includes orders that have been paid for and not yet fulfilled.
  2. Refusal of Service:
    We reserves the right to refuse service to customers who have a history of initiating chargebacks. This includes but is not limited to, declining future orders and prohibiting access to certain features of our website and social media platforms.

If you are having issue or need clarification about your order, please reach out!

Shop Policy Agreement:

  • By placing an order, you acknowledge and agree to abide by these terms and conditions.