Frequently Asked Questions

1. What products does Custom Smokiva offer?

Custom Smokiva offers personalized mugs, tumblers, cups, and related drinkware products designed for everyday use, gifting, and custom orders.

2. Can I personalize my order?

Yes. Many of our products can be personalized. Customization options may vary depending on the product, and the available choices will be shown on the product page before checkout.

3. How long does order processing take?

Orders placed before 2:00 PM (GMT-8, Los Angeles local time), Monday through Friday, are typically processed the same business day. Orders placed after the cut-off time are typically processed on the next business day.

4. How long does shipping take?

Standard shipping typically takes 3–7 business days within the United States. Fast shipping, where available, typically takes 2–3 business days. Delivery times are estimates and may vary depending on the destination and carrier conditions.

5. Do you offer free shipping?

Yes. Orders over $75.00 qualify for free standard shipping.

6. Can I track my order?

Yes. Once your order has been shipped, you will receive a tracking number by email so you can monitor the status of your shipment.

7. Where do you ship?

We currently ship within the United States.

8. What payment methods do you accept?

We accept major payment methods available at checkout, including secure online payment options such as credit cards, debit cards, PayPal, and other supported payment providers where available.

9. What is your return policy?

Eligible return requests must be submitted within 90 days of delivery. Standard non-personalized items may be eligible for return. Customized or personalized items are generally non-returnable unless they arrive damaged, defective, or incorrect.

10. What should I do if I receive a damaged, defective, or incorrect item?

If your item arrives damaged, defective, or incorrect, please contact us as soon as possible after delivery. Include your order number and clear photos of the issue so we can review your request and provide an appropriate resolution.

11. Do I need approval before returning an item?

Yes. Please contact us before returning any item. We will provide return instructions and the correct authorized return address. Items returned without prior authorization may not be eligible for a refund.

12. How long do refunds take?

Once a returned item is received and inspected, approved refunds are typically issued to the original payment method within 7–14 business days, depending on your payment provider or financial institution.

13. How can I contact customer support?

You can contact our customer support team by email at [email protected] or by phone at +1 802-318-8244. Our service hours are Monday–Friday, 9:00 AM–5:00 PM (GMT-8, Los Angeles local time).

14. How quickly do you respond to inquiries?

We typically respond to questions about products, orders, shipping, and returns within 24 business hours.