Order Support
Shipping
We fulfill most orders promptly the next business day, Monday - Friday, but it can take longer depending on order volumes. As we make every effort to use the shipping method selected at checkout, it may be upgraded or changed for a higher cost service at our discretion without notification. For engraved items, please allow an extra 2-3 business days for processing. Occasionally it is required to contact you regarding an engraving request. Response time to emails may add additional processing time to your order.
We stock all our items at our warehouse in Colorado. Orders placed on the weekend or a holiday for in-stock items will be shipped promptly on the following business day unless additional time is required to fill the order. In the rare case of an item being out of stock you will be notified and given the choice of a full refund or waiting for additional stock to arrive.
We utilize UPS and USPS (US Postal Service) to ensure the prompt delivery of your items. You can also track your order using the provided tracking number in your order confirmation email to see when they will arrive. Note: Orders weighing over 2 pounds may not be delivered to P.O. boxes, except for APOs and FPOs. Expedited and express shipment (UPS Next Day Air & USPS Priority Mail Express) may require a signature to verify arrival time.
Once an order is handed to a shipping carrier (UPS or USPS), we are not responsible for how and when the package is delivered. While the shippers all have estimated times for delivery for various shipping methods we suspect some packages will still be delayed and possibly lost. Refused packages will not be refunded. To receive a refund, please refer to the return policy. For issues with delivery, please contact us using the form below.
We use address verification to validate addresses; however, it is possible an item ships to the wrong address if the address was entered incorrectly during check-out. In the instance that an order needs to be re-shipped due to an incorrect address, additional shipping fees will be charged.
For international deliveries, any duties or tariffs collected as a result of the import of our products are the responsibility of the customer. While we do offer international shipping, certain items are also offered for sale in the European Union by an Authorized Reseller of Moscow Copper products. Please visit our friends at www.mukama.com to purchase mugs for delivery in the EU.
| Carrier Service | Delivery Time | Guarantee |
| UPS Ground | 1-5 Business Days | Not Guaranteed |
| UPS 3-Day | 3 Business Days | Guaranteed |
| UPS 2-Day | 2 Business Days | Guaranteed |
| UPS Overnight | 1 Business Day | Guaranteed |
| USPS Ground Advantage | 2-5 Business Days | Not Guaranteed |
| USPS Priority Mail | 1-3 Business Days | Not Guaranteed |
| USPS Priority Mail Express | 1-2 Business Days | Guaranteed |
Returns, Replacements & Order Inquiries
While we carefully inspect every order before it is shipped, our warehouse team processes a high volume of orders daily, and occasional oversights may occur. Additionally, our products are handcrafted by skilled artisans, making each item unique. Natural variations, such as minor blemishes in copper, are to be expected and add to the character of the product. However, if you receive an item with a significant defect, please include a photo when reaching out so we can address the issue and improve our processes.
Return Policy
- We do not accept returns on personalized or engraved items, nor on items damaged through normal wear and tear.
- To be eligible for a return, items must be unused, in their original condition, and in the original packaging.
- Original shipping fees are non-refundable for correctly fulfilled orders.
- Returns are not accepted more than 30 days after the purchase date.
- Price adjustments are not offered for previous orders.
Non-Returnable Items
- Gift cards
- Engraved or custom orders
- Mystery Boxes
START A RETURN, REPLACEMENT OR ORDER INQUIRY
Refunds
Once your return is received and inspected, you will receive a notification of your refund. A credit will be applied to your original form of payment that can take 3-5 business days to fully process. Original shipping charges are refunded only if the item is declared defective or damaged.
If you haven’t received a refund, first check your bank account or contact your credit card company, it may take up to 10 business days before your refund is officially posted.
If you’ve done all of this and you still have not received your refund, please contact us at info@moscowcopper.com.
Exchanging an Item
We only replace items if they are defective or damaged. If you need to exchange it for a different item, please return the item you have and re-purchase from our website.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. Depending on where you live, the time it may take for your exchanged product to reach you may vary but should take no longer than 7-10 business days from the time the return is processed.
If you are shipping an item valued over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.