Order Support
Shipping
We fulfill most orders promptly within 1-2 business days, Monday - Friday but it can take longer depending on order volumes. For engraved items, please allow an extra 1-2 business days for processing. Occasionally it is required to contact you regarding an engraving request or order request. Response time to emails may add additional processing time to your order.
In the rare case of an item being out of stock you will be notified and given the choice of a refund or waiting for additional stock to arrive.
Orders may be subject to review and verification prior to shipment. We reserve the right to cancel any order at our discretion if we are unable to verify the information provided or if the order is flagged by our system as high risk. In such cases, a full refund will be issued to the original form of payment.
We utilize UPS and USPS (US Postal Service) to ensure the prompt delivery of your items. Your selected shipping method may be upgraded or changed for a higher cost or equivalent service at our discretion without notification. 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 fulfilled and transferred to the selected carrier (USPS, UPS, DHL, or FedEx), delivery is handled by the carrier. When a shipment is marked as delivered to the address provided at checkout, delivery is considered complete. We are not responsible for packages that are lost or stolen after delivery. All shipping claims (lost, missing, or delayed) are subject to carrier investigation, which may take additional processing time. Any resolution, including refunds or replacements, will be issued at our sole discretion based on carrier findings and shipment records and is not guaranteed.
Delivery timeframes provided by carriers are estimates and are not guaranteed unless a guaranteed service is selected at check-out. Delays may occur due to factors outside our control. Ground services, including UPS Ground and USPS Priority Mail, are not guaranteed delivery services.
Free or flat-rate shipping options utilize the most economical carrier service available. For additional details on shipping methods, please see 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 |
*Not all services are listed. For additional information on shipping delivery times and guarantees, please refer to UPS.com and USPS.com.
Returns, Replacements & Order Inquiries
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.
Additionally, oxidation is a natural process for copper and is to be expected upon contact with liquids, minerals, heat or acidic content. For more information, please refer to our Care Page.
Natural variations in copper and oxidation are not defects and are not eligible for return. Damage resulting from misuse or mishandling is also not eligible.
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. Please inspect your items upon receiving them. We only offer replacements within the 30 day return window.
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.
- If your order was fulfilled correctly and you choose to return item(s), the cost of return shipping will be deducted from your refund.
- 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.
Order Cancellations
We are only able to accept order cancellations for items that have not yet been fulfilled. Once an order has been packaged and is awaiting shipment, it has already entered our shipping process and we are unable to retrieve the package for cancellation.
If you need to cancel an order, please email us at info@moscowcopper.com. Our customer support team can determine where your order is in the fulfillment process and whether cancellation is still possible. Please note that our typical response time is 1–2 business days, and during that time an order may enter fulfillment, which could limit our ability to cancel it.
Promotions
Restrictions:
- Not all products apply
- Can not be combined with any other offers or stacked
- Unless otherwise stated, promotion codes can only be used once per customer
- Does not include mystery boxes, engraving fees, note cards, or gift cards
- Does not apply to special, bulk, wholesale, or wedding related orders
- Price adjustments are not offered for previous orders