Etch & Ember is an independent brand and is not affiliated with, endorsed by, or sponsored by Stanley, HydroJug, Owala, BrüMate, Simple Modern, or any other tumbler manufacturers referenced on this website. All product and brand names, logos, and trademarks mentioned are the property of their respective owners and are used solely to describe product compatibility. Etch & Ember accessories are independently designed products intended to fit certain drinkware styles and are not manufactured by or officially associated with those brands.
Refund policy
Refund Policy
Last updated: November 5, 2026
Start your return through the return portal
To start a return, exchange request, or defect/damage claim, use our return portal (Redo) available on our website and follow the instructions provided there. Do not start the process by email. If you cannot access the portal or need help, contact etchandember@gmail.com for assistance.
Free returns within 7 days
We offer free returns on eligible non-custom, non-personalized items when you start the return through the return portal within 7 calendar days after receiving your order. After that change-of-mind window, a return or exchange may be unavailable unless we have expressly agreed otherwise or law requires a remedy. The 7-day period is the deadline to start your return; follow the portal instructions for sending it back.
There is no restocking fee and no customer-paid return-shipping fee for an eligible return. Use the return method provided through the portal. We will not deduct an original "free shipping" charge from your eligible return refund.
You may choose store credit instead of a refund where offered. Store credit is for the amount paid for the returned item(s), with taxes handled as applicable, and does not include original outbound shipping except where a shipping refund is required or otherwise owed. We generally need to see movement on the return tracking before issuing store credit.
Order changes and cancellations
Due to order volume and prompt fulfillment, once an order is placed, we generally cannot change it, add items, or cancel it. Orders may enter fulfillment immediately, and custom production may prevent changes once work begins. This does not remove a cancellation or refund right required by law, including applicable shipment-delay rights.
Return eligibility
For a change-of-mind return, your item must be unused, in the same condition you received it, and in its original packaging. A receipt or other proof of purchase is required. Do not send your purchase to the manufacturer.
These requirements do not prevent a valid claim for an item that arrived defective, damaged, incorrect, or otherwise nonconforming. We may ask for order information and photos to assess the issue.
Custom and personalized items are final sale for change of mind and customer-approved design errors. Defects, damage for which we are responsible, production errors, and items that do not match the agreed order remain eligible for the applicable remedy, including a return, replacement, repair, or refund as appropriate. Start these claims through the return portal and report concerns promptly.
Partial refunds for condition issues
A partial refund may be appropriate when a returned item is no longer in its original condition, is damaged, or is missing parts for reasons not due to our error. Any reduction will reflect a legitimate condition issue; it is not a restocking fee or a deduction for return shipping.
Refunds
Once your return is received and inspected, we will email you to confirm receipt and let you know whether your refund is approved, with the reason for any rejection or adjustment. If approved, we will refund your original payment method unless you selected store credit. Bank and card processing times may vary.
Original outbound shipping is generally not refunded for a change-of-mind return after shipment. If an order is cancelled before shipment, prepaid shipping charges will be refunded. Remedies for our error, defects, or damage for which we are responsible include shipping reimbursement where applicable.
Late or missing refunds
If a refund has not appeared, first check your bank account, then contact your credit-card company and bank, since posting can take time. If you still have not received it, contact etchandember@gmail.com.
Sale items
A sale price or discount code does not remove the free 7-day return for eligible non-custom, non-personalized items. Custom and personalized items remain subject to the exceptions above.
Exchanges
Exchanges are subject to approval and availability. Start exchange requests through the return portal (Redo), not email. If a replacement is unavailable, we will provide an applicable alternative remedy. Eligible return shipping remains free.
Gifts
If an item was marked as a gift and shipped directly to you, an approved gift return will receive gift credit for the value of the returned item. If it was not marked as a gift, or the giver had it shipped to themselves first, an approved refund goes to the original purchaser. Start gift returns through the return portal.
Return shipping and destination
Start your return in the return portal (Redo) before mailing anything, and use the return label and destination provided there. We cover return shipping for eligible returns. Keep your tracking information until your return is processed. Contact us if a return appears lost and we will help investigate.
Our return address is 625 E 1700 N, Mapleton, Utah 84664, United States, unless your portal instructions provide a different destination.
Your rights
Nothing in this policy limits nonwaivable consumer rights or remedies for defective goods. This policy applies alongside our Terms of Service and Shipping Policy.
For help with the return portal or questions about an existing return or refund, contact etchandember@gmail.com.
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