ORDERS

1. How do I track my order?

For Online orders, an email will be sent with a shipping confirmation and tracking information. Still have a question? Email us at: help@timelessmugs.com

2. Can I cancel my order?

Sorry to hear you want to cancel your order! Please refer to our Refund Policy or contact help@timelessmugs.com for further assistance.

Note: We can only cancel orders that has not yet been processed for shipping.

3. How can I check the status of my order? 

Once your order has been shipped, an email will be sent with a shipping confirmation and tracking information. You will not receive a tracking link any time before your order arrives at the post office. Still have question? Email us at help@timelessmugs.com and we’ll be more than happy to help!

4. How do I return my order?

We are sorry to hear you would like to return your product. Please contact Customer Care at help@timelessmugs.com within 30 days of purchase, and we’ll be more than happy to assist! Please refer to our 30-Day Guarantee Policy Guidelines: Click Here.

Note: Items sent back to us without first requesting a return will not be accepted. We apologize for any inconvenience this may cause.

5. What happens if I order something and it’s out of stock?

We hate it when that happens, but things move fast! We will contact you and refund you the full price of the item and refund your card or account for the value of the item within 3-5 business days. You can expect to see the refund applied to your account within 10 business days from the time of refund, depending on your bank’s processing time.

6. I entered the wrong address what can I do?

Contact customer care immediately. In some cases, we may be able to change the address for you if your order hasn't already been processed.

7. My order never arrived (Lost or Stolen Shipment). What do I do?

Caffeine Works is not responsible for lost or stolen shipments. You will be responsible for filing a claim with the mail carrier. Once your claim has been filed, please contact us directly at

help@timelessmugs.com with information regarding your situation and your claim number.

8. There is a problem with my shipment. What do I do?

If your shipment is held up with your carrier, contact them directly as they may need specific direction on where to deliver your order. In some cases, the carrier will need to update your address which may result in an additional charge. Caffeine Works is not responsible for paying any additional charges caused by an address change. To avoid paying additional charges, ask the carrier to hold the shipment at the nearest location for you to pick up.

9. What if my item is damaged upon receipt?

Please contact our Customer Care team at help@timelessmugs.com. Please be prepared to provide photographic evidence of the damage you experienced, and we’ll take it from there!

10. My payment keeps getting decline. What do I do?

We are sorry to hear that you are having technical difficulties with your payment method of choice. Payments may fail for several reasons, but we can help you solve your problem with these key tips:

• Have a strong and steady internet connection.
• Have sufficient funds in the account associated to the card you are using.
• The billing information must match the card you are using.
• Contact your financial provider to make sure the account/card you are using supports our company.
• Contact any other financial institution associated with your payment attempts. ex. Apple Pay, Google Pay, PayPal to see if they are aware of any other issues causing your transaction to fail.

Alternatively, we would recommend trying a different payment method.

11. Is our site Secure?

Our secure servers protect your information using advanced encryption and firewall technology throughout the ordering process. Most browsers will show a lock icon in the top status bar on secure pages. Look for this icon on any web page that asks for your personal information.

12. What type of payment methods does Caffeine Works accept?

Caffeine Works accepts all major credit cards – Visa, Mastercard, American Express, PayPal, Discover, Shopify Pay, Apple Pay, and Google Pay.   

13. I have made a duplicate order, can you assist?

If you have purchased the same product(s) more than once, please contact customer care immediately. A full refund of your duplicate transaction will be processed right away. Funds may take up to 10 business days to reach you.

Note: We cannot guarantee cancellation requests will be successful as this depends on the status of your order when your request is reviewed.

14. What Countries do you ship to?

We currently only ship within the United States but we will soon ship worldwide.

Note: A $10-$15 up-charge will be applied to shipments to Alaska, Hawaii, and Puerto Rico. 

15. How can I add to my order after I have made a purchase?

We are happy to hear that you love our products! Unfortunately, an order in transition cannot be modified after it has been placed. Please double-check your order details at checkout before making your payment.

16. How can I exchange an item? 

We do not currently offer exchanges. If you are unsatisfied with your order, you can return your order at your cost. We do not accept the return of products which have been stained, unsealed after delivery and will no longer be suitable for return due to health protection.

Note: We reserve the right to refuse returns of any merchandise that does not meet our return conditions in our sole discretion. Please refer to our Refund Policy for more information.

17. Can I place an order if I do not live in the US?

We are so excited to expand worldwide! Unfortunately, we do not ship internationally.

PRODUCTS

• What kind of material do you use?

We take pride in using only the finest materials to craft our coffee mugs. Our mugs are expertly made from high-quality ceramics, ensuring durability and heat retention for a perfect cup of coffee. Each mug is carefully glazed, providing a smooth and comfortable drinking experience. Rest assured; our materials are chosen with utmost care to deliver a premium product that you'll enjoy for years to come.

DISCOUNTS

• Can I apply more than one discount to my cart? 

We are working very hard to implement more ways you can save; however, one discount can only be applied at checkout.

• Will I still be able to use a special promo code on top of a sale item?

Yes, we have created easier ways for you to save more!

CUSTOMER ACCOUNT

• DO I HAVE TO SET UP AN ACCOUNT TO PLACE AN ORDER?

No. You do not have to have an account to place an order.

•  HOW DO I CREATE AN ACCOUNT?

You can create an account by visiting https://www.timelessmugs.com/account/register

• HOW DO I SUBSCRIBE OR CANCEL MY EMAIL SUBSCRIPTION?

You can easily subscribe to emails by visiting badtori.com located at the footer. If you want to cancel/unsubscribe, you can click unsubscribe by locating the "Unsubscribe" link within the email subscription.

• I FORGOT MY PASSWORD, WHAT DO I DO?

To reset your password, go to https://www.timelessmugs.com/account/login and click on “Forgot your password?” above the sign-in button. You will then be prompted to enter your E-mail address you used to create your account. Once you submit, you will receive an E-mail notification with a link to reset your password. Once you’ve done this, you can log in with your new password as normal on this page.

 Thank you for shopping at Caffeine Works!