Refund policy

Our promise

Every Fireprint mug is one of a kind, and we want yours to feel that way when it arrives. If something isn't right, we'll make it right. Every order is covered by our 30 day happiness guarantee.

The short version

  • Arrives broken, defective or the wrong color? We'll send a free replacement or give you a full refund.
  • Changed your mind? Get store credit or swap for another color within 30 days.
  • No need to ship anything back. Our mugs are made overseas, so instead of a costly return trip, we ask for photos and you keep, gift or donate the mug.

A note about our glazes

Our mugs are fired with a reactive glaze, so the fire decides the final pattern. Yours will be the color you chose, but its pools, drips and speckles will be unique and won't match the photos exactly. That's what makes it yours, so pattern variation within the color you ordered isn't a defect.

If your mug arrives damaged, defective or wrong

Ceramic travels a long way to reach you, and once in a while something breaks. If your mug arrives chipped, cracked or broken, has a manufacturing defect, or isn't the color you ordered:

  1. Email us at contact@fireprintco.com within 7 days of delivery.
  2. Include your order number, a photo of the mug showing the problem, and a photo of the box it arrived in.
  3. Choose a free replacement in the same color or a full refund for that mug.

If your chosen color is sold out, you can pick another color or take the refund.

If you change your mind

If your mug arrived in perfect condition but it isn't for you, email us at contact@fireprintco.com within 30 days of delivery. We'll offer you one of these:

  • Store credit for the price you paid for that mug, to use on any future order.
  • A color swap: we'll send a different color, and you keep the original.

Change of mind claims are settled with store credit or a color swap, not a refund to your card.

Conditions

To keep our prices fair for everyone, every claim needs to meet these conditions:

  • The claim is made within 30 days of delivery (7 days for damage, defects or a wrong color).
  • You send your order number, the reason for your claim, and clear photos of every mug included in the claim, with its lid and sleeve.
  • For change of mind claims, the mugs must be unused, clean and complete with the lid and sleeve.
  • Claims are limited to one per customer and household for change of mind. Damage and defect claims are always covered.
  • We may ask for additional photos or information before approving a claim.
  • We may decline claims that don't meet these conditions, that show signs of misuse, or that are part of a pattern of repeated claims.

Refunds

Approved refunds are sent within 3 business days to your original payment method. Depending on your bank, they can take 5 to 10 business days to show on your statement. Store credit is sent by email as a gift card code within 3 business days.

Shipping is free on every standard order, so there are no shipping costs to refund. If you paid for an upgraded shipping option, that fee is refunded only if the order arrived damaged or was our mistake.

Claims on part of a bundle

Bundle prices are shared across the mugs in the bundle, so refunds and store credit are based on the price you paid per mug. For example, The Collector is 3 mugs for $79, so each mug in it is valued at $26.33.

Lost or late orders

If your tracking hasn't updated in a while or your order hasn't arrived, email us and we'll look into it with the carrier. Our Shipping Policy explains delivery times and what happens if a package is lost.

Gifts

If you received a Fireprint mug as a gift, the same guarantee applies to you. Email us with the order number or the buyer's name, and any store credit will be issued to you so the person who sent it isn't notified.

Questions

We're a small team and we read every message. Email us at contact@fireprintco.com and we'll get back to you within 2 business days.

Fireprint Co.
30 N Gould St, Sheridan, Wyoming, 82801, USA.