FAQs

1. Choose the item you wish to customize with your specified size and quantity.

2. Attach the required information: artwork, PMS color(s).

3. If applicable, select your event date.

4. Confirm your order by processing payment.

5. A confirmation email will be sent within a few minutes.

6. An art proof will be sent to you within 24 - 48 hours.

7. Once proof is approved, order will go into production and ship.

Our minimum order quantities are based on our color minimums (which apply per item/per design), please see below:

• 1 Color Logo = Minimum 100 units
• 2 Color Logo = Minimum 5,000 units
• 3 Color Logo = Minimum 10,000 units

*Sleeves, coasters, napkins are digitally printed and can be printed in multiple colors without additional fees.

The minimum order quantities for custom-printed cups on most items are 100 units.

For blank items, they are sold per case. Case quantities vary per item.

To make sure we meet your event date, please specify the event date in the calendar in the cart or contact info@thecupstore.com with details! In some cases, expedited shipping will be required to meet your date.

Please note that we do our best to accommodate rush orders but we are not responsible if they do not arrive on time on account of shipping delays. Rush orders are final sale and not refundable.

Every order will receive a digital art proof within 24 - 48 hours for review after placing an order. Since we must have your email approval before moving to production, your timely response is critical. Please check your email regularly, and if you don’t receive a proof within the time frame please contact us right away!

We will require email approval in order to proceed with the order and put it into production.

*We offer up to 3 complimentary proofs for each item in your order. Additional proofs require a $15 fee for the next 3 proofs.

Please note that there is no extra cost to do 2-sided printing on any of our cups. You can have two different artworks on each side as long as it meets our color minimums.

Coffee sleeves will incur an extra fee for second side printing.

Please note lids are sold separately and can be ordered to match your choice of cups.

Matching lids can be found at the bottom of the interested cup page under “Pair it up with these matching products”.

Shipping will be calculated based on the number of items in the order, weight and dimensions of the boxes, and destination. These rates will vary depending on the shipping courier and shipping method.

If you’d like to get a shipping cost calculated, please add your items to the cart and checkout by inputting your billing and shipping address.

If you have any questions about shipping, feel free to contact us.

Please contact us as soon as possible at the following so we can assist with any changes to your order:

• Email: info@thecupstore.com
• Toll free number: 1-866-641-5900

If you’d like to add an item to your current order or increase the quantities, you would need to place a new order on our website.

Blank orders can be canceled up until the point they are shipped. Any cancellation will be subject to a 3% cancellation fee or a minimum of $25. Once an order has been picked, packed and prepared for shipping, a 25% re-stocking fee will apply.

Any cancellation on a custom printed order prior to approval will be subject to a 3% cancellation fee or a minimum of $25, in addition to any proofs that have already been created. Once a custom printed order has been approved for production, it can no longer be cancelled. If an order is cancelled after approval, a 25% stocking fee will apply in addition to fees for any proofs, screens or plates that have been created.

1. Place your order online on our website.

2. Fill out a quote request form and we’ll get back to you with details.

3. Email info@thecupstore.com with your order details (quantity, interested size, event date).

For faster re-ordering, you can create an account to access your previous orders!

Select the order# of a previous order and then click the re-order button below to add the same items to your cart.

You won’t need to re-attach the artwork or re-select the PMS color. Just write in the additional comments section in the cart *repeat order with same artwork*.

*Please make sure you reference the billing information from your previous order.

You will receive a repeat proof within 24 - 48 hours and we will require an email approval prior to production.

All blank orders are automatically processed upon receipt. If you require a change or cancellation, you must contact us prior to shipping, and we will try our best to accommodate that request.

Please note that once a blank order has shipped, we are not able to do returns, exchanges, or cancellations as all blank products are final sale.

For custom-printed orders, changes and cancellations can be requested prior to proof approval. Additional fees will apply.

After proof approval, changes or cancellations may incur the cost for any plates, screens, inks and product that have already been produced. In addition, specific fees will be applied based on your required change(s).

1. Artwork changes (logo, color, positioning)

2. Product changes (quantity, size, item)

3. Shipping changes (address, method)

A restocking fee of 25% will apply to all cancellations. Please contact us for more details.

We will send the tracking number once the order has been shipped out.

If your order was shipped via UPS ground, the tracking will become available within 24 hours.

For larger orders that shipped via common carrier, tracking becomes available within 72 hours.

If you still can’t track your order, please contact us so we can check with the shipping carrier.

The Cup Store is happy to offer discounted pricing when clients purchase higher quantities of our printed products.

You can enjoy price breaks at the following quantities for all items. (Case quantities will vary based on product).

1000 Units

3000 Units

5000 Units

10,000 Units

25,000 Units

Please note that for custom printed items, we can combine quantities to reach volume discounts under the following conditions:

• The item must be the same item, material and size.
• There is a maximum of two art files. To add more art files, additional fees will apply.
• All artwork per quantity must meet existing color minimums. Please contact customer service for details.

Cups
We can print a simple 2D artwork that you provide. We would require a high-resolution image or a vectorized version in a file format such as .ai, .eps or .pdf.

Please note that we do not print any artwork that contains metallic colors (gold, silver etc).

Coffee Sleeves, Coasters, Napkins
These items are digitally printed and can be printed in CMYK, full color.

Cups
We can only print a maximum of 4 colors on cups. Please refer to our color minimums (which apply per item/per design), below:

1 Color Logo = Minimum 100 pieces

2 Color Logo = Minimum 5,000 pieces

3-4 Color Logo = Minimum 10,000 pieces (plate fee of $80 for each additional color, after the 2nd color).

Coffee Sleeves, Coasters, Napkins
These items are digitally printed and can be printed in CMYK, full color.

The Cup Store uses the Pantone Color Matching System (PMS) to ensure we print the exact color you require for your artwork. Please note that we guarantee to match the PMS color by one shade up or down. We will ask you to provide the PMS number when you submit your order and artwork files. (Ex. ### C)

*Depending on the method used to print your paper cup order, CMYK, Pantone coated or Pantone uncoated color matching may be used.

Please click here if you would like to see the full range of colors that we offer.

If you have any questions, please contact Customer Service for additional information.

We are able to provide a digital art proof. This proof is a representation of what your logo would look like on the product that you are interested in.

If you’d like to see a proof, please email info@thecupstore.com with the following information:

State the interested product, size, and quantity (ex. 600 12 oz double walled cups)

Your Company Name

Attach your artwork (.ai or .eps file if possible)

Select your PMS color(s) (color that the logo will be printed in) from this link.

Once we receive your email, a representative will get back to you with the proof.

We cover up to 3 free proofs! You can make any changes you would like when you receive the proof. So don’t be scared to let us know if there’s things you don’t like or would like to change!

There would be a proof fee of $15 for an additional 3 extra proofs after the 3rd if you would like to make any more changes.

You can visit the product page of the cup you are interested in, which has the template of the imprint area for that product.

We offer full wrap printing on paper cup orders. Lead times for full wrap will be longer than our standard printing.

*Depending on the method used to print your paper cup order, CMYK, Pantone coated or Pantone uncoated color matching may be used.

Please contact Customer Service for additional details.

Please note that colors are matched based on the pantone (PMS) color numbers selected. We guarantee to match the PMS color by one shade up or down. Please note that the PMS colors reflected on computer screens or printers may vary from the actual PMS color book and when it is printed on the product.

Depending on the material of the cup, the ink color may appear lighter or darker. For example on a plastic cup, light filtering through will cause the ink to appear lighter and on a paper cup, ink is absorbed and may appear darker.

Rush production starting at 3 days is available (additional fees will apply).

The standard lead time for custom printed cups under 5,000 units is 7 - 10 work days from approval and prepayment (excludes shipping time).

For orders that are over 5,000 units, the standard lead time is 10 – 15 work days from approval and prepayment.

*During peak season, these times can be extended to 10 - 15 work days or longer.
*Shipping time varies with location.

Good news! We can prioritize your order in our print schedule if you’ve got an event coming up.
A rush order can be produced in as few as 3 days. Shipping time will be extra and sometimes expedited service will be required to meet your date.

The rush fee will vary between $50 - $150 depending on your event date. Expedited shipping costs may also apply in addition to the rush fee.

Please let us know your event date by emailing info@thecupstore.com so we can check with our production team.

*Please note that while we make every effort to expedite your order, sometimes unexpected circumstance can lead to unexpected delays. Rush orders are not refundable if they miss the expected due date.

Blank orders will be shipped within 1-3 days after the order is placed (transit time will depend on location).

To qualify for free shipping, the following conditions must be met:

1. Minimum Order Requirement:
• A minimum order value of $2500 is required.
2. Cannot be combined with Other Promotions:
• Free shipping cannot be combined with any other ongoing promotions.
3. Eligible Addresses:
• Only commercial addresses are eligible for free shipping.
4. Shipping Method:
• Orders will ship standard ground service only.
  Expedited shipping services are not available under this promotion and must be paid in full if required.
5. Delivery Type:
• Orders can only be shipped to loading docks, store fronts or curbside.

*Inside delivery or special handling services are not included and additional fees will apply if required.

6. Large Orders:
• For orders with 3 skids or more, a truck-level loading dock is required.

*Inside delivery or special handling is not available for this option.

7. Exclusions:
• Free shipping is available to continental USA addresses only, however not available to the following locations:
  • Rural Areas
  • PO Boxes
8. Additional Restrictions:
• Additional restrictions may apply.

All US orders ship FOB Buffalo, NY.

All Canadian orders are shipped out of our Toronto location.

Orders can only be picked up from our Toronto location.

Please contact Customer Service for pick up instructions.

We offer various shipping and pick up options.

Please contact Customer Service for more details for your specific requirements.

No, we do not ship to PO Boxes. We will require a full shipping address for the order.

For orders outside of Canada and the US, we can check to see other various shipping options and services. Please contact Customer Service for details.

First verify your tracking information.

If the order is lost, please contact Customer Service at info@thecupstore.com and we will open an investigation with the shipping company. This investigation may take up to 30 days. During the investigation the shipping company will attempt to locate the order and complete the delivery.

Once we receive the details from the investigation, we will be in touch with you regarding the outcome. Please note that The Cup Store is not responsible for delivery issues once the shipment has left our dock. We will make every effort to assist in the recovery of the shipment, however no refunds or reprints will be provided as a result of lost shipments.

Please wait 24-48 hours for the tracking information to update.

If it still has not been updated or you have not received your order yet, feel free to contact Customer Service at info@thecupstore.com and we will be happy to provide assistance.

If your tracking is showing that the order has been delivered but you still can’t find it. We suggest:

Searching around the surrounding area to see if it was dropped close by or with a nearby business.
Checking with co-workers, neighbors, or family to see if they have received it in error.

If you still cannot locate your order, please contact us and we will be happy to provide assistance.

Please inspect your item upon receipt, and if you notice any damage to the boxes, please indicate when signing for the delivery.

If your order was damaged during shipping, please contact us as soon as possible.

Please provide us with the following details so that we can conduct an investigation:

Images or videos of the damaged items

A description of what was damaged including number of products

Once we’ve received the details, we will be in touch with you regarding next steps.

Please note that we are not able to change the shipping address once the order has been approved. Please double check your shipping address before signing off on your order.

If you require any additional information, please contact customer service.

All deliveries will normally be delivered during regular business hours, 9AM to 5PM Monday to Friday. Please note that our shipping carriers do not deliver during weekends or public holidays.

Special handling includes inside delivery and/or upper floor deliveries. Most carriers will not provide special handling and this service is usually at the discretion of the driver. As a result, we cannot guarantee special handling but you are free to ask the driver when he arrives on site.

Please note that larger orders, on skids, will not be accommodated for special handling as it requires the unwrapping of the skid and additional handling of individual boxes which the carriers will not support.

Please contact customer service for any additional information.

If your order is shipping to the following, please see the specific details that we require:

Hotels

- Guest name

- Guest arrival date at hotel

- Contact number

All of our orders ship once they are finished printing. Please contact the hotel to see if they are able to receive the package prior to your stay.

Conventions

- Contact name and number

- Company Name

- Provide the specific dates that the convention center will receive shipments for your event.

- Booth number (if applicable)

All of our orders ship once they are finished printing. Sometimes that is earlier than the estimated ship date. Please contact Customer Service if your order must be received during a certain delivery window.

Malls, Indoor delivery or Upper Floor
Please contact Customer Service if your shipment must be taken indoors or to an upper level. Specific arrangements may need to be made since not all carriers will accommodate that type of delivery. Additional fees may apply.

- Contact name and number

- Store name

Restocking will vary based on product availability.
To be notified when a product is restocked:

1. Select the item and size that you would like

2. Click the “Notify Me” button on the product page

3. Input your email

4. As soon as the item is restocked online, you will receive an email notification.

We cannot guarantee that other manufacturers' cups and lids will fit with our products.

If you’d like to test a cup or lid, feel free to request a sample so you can test it out!

We cannot guarantee that our cups will fit your vending or sealing machine.

If you’d like to test cups, feel free to request a sample so you can test it out!

We cannot guarantee that our coffee sleeves will fit other manufacturers’ cups.

Our coffee sleeves are compatible with our recyclable and compostable paper cups, from sizes 10 - 20 oz.

Our compostable cups are pre-printed with the Ecotainer logo and our double walled cups are pre-printed with the hold & go logo. This ensures that your customer is getting authentic brand name products.

Contact Customer Service to find out the best layout for your logo.

Paper cups can be used for both hot and cold beverages. Plastic cups are designed for cold beverages.

The Cup Store supplies both cups and printing and cannot print on your cups.

For all customers, we accept:

• Credit card (including Amex)
• PayPal
• Check
• Wire transfer
• ACH
• EFT
• E-Transfer

For Canadian customers, taxes are based on the province that the order is being shipped to.
For US orders, all orders are tax exempt.

Please attempt these solutions below:

• Try a different browser
• Try a different credit card
• Try PayPal
• Contact your bank

If you are still having difficulty, please contact Customer Service.

Refunds will be processed on your bank statement within 3 - 4 work days, once the request has been approved.

Sign up for our promotional emails to stay up to date with our promotions. Stay tuned for future discounts.

Yes, we can ship out random samples of jobs we’ve printed free of charge! Please fill out the sample box request form click the “Request A Sample” tab found on our website.

We can offer a sample box filled with random samples of previous jobs we’ve printed. This serves to show the quality of the printing and the cup.

We can also supply an electronic art proof so that you can review the size and positioning of your logo on the cup.

• Please email us at info@thecupstore.com for the proof.
• Alternatively, you can fill out the sample box request form on our website.

*If you have a complex art file, please contact Customer Service to see if a pre-production sample will be required.

It is recommended that you create an account with us so that you can review your previous orders and save your information for a faster, more convenient experience.

An account can be created either by going to the account page, or during the checkout process.

To access your previous orders, please login to your account and check your order history.

Please make a new account on our new website.

*Please use the same company name from the previous website so we can easily locate your previous orders.

On the login page, please click the “Forgot Password” to have a link with instructions emailed to you.

All blank items are final sale.

Any opened boxes, or partially used stock cannot be returned.

Unopened boxes can be exchanged by returning the items, at the customer’s expense. Any difference in price would be provided on credit only. No refunds.

If you would like to exchange an unopened product, please contact customer service. Any exchange or return is subject to company approval.

All liquidation items are final sale.

Please contact us as soon as possible via email info@thecupstore.com and send images of the box and/or item. Once this information is submitted, we can review your request and email you further instructions.

All returns will only be accepted unused and in their original packaging. Approved returns will be shipped back to our facility in Toronto, Ontario. Please contact Customer Service for authorization. Shipments sent to any other location will be refused and returned at the sender’s expense.

We do not cover damages that are a result of shipping issues.

We recommend that all orders are checked upon receipt. Any issues or concerns should be communicated to Customer Service as soon as possible.

All claims should be made within 5 work days following receipt of the order. Unfortunately, we cannot accommodate any claims received after this timeframe.

Our recyclable cups are made of the #1 PET (polyethylene terephthalate) material, which is the most widely accepted recyclable plastic!

As for our compostable cups, they’re made from a vegetable-based resin (PLA - polylactic acid) from domestically grown and annually renewable plant sources.

To benefit the environment, these cups are designed to break down under heated conditions within 40-60 days. All of our PLA compostable plastic cups MUST be stored at temperatures below 105°Fahrenheit or they will slowly begin to break down. This information is clearly stated on the outside of every case that is shipped. We make certain that these conditions are carefully observed on site but cannot be responsible once the cups leave our dock. Cups that begin to break down will appear melted or somewhat discolored. This is not a defect and we are not responsible for conditions during transport or once they reach the shipping destination.

The Government of Canada defines Single Use Plastic (SUP) foodservice ware as a plastic manufactured item, made entirely or in part from plastic, that:

a. is formed in the shape of a clamshell container, lidded container, box, cup, plate or bowl

b. is designed for serving or transporting food or beverage that is ready to be consumed, and

c. contains expanded polystyrene foam, extruded polystyrene foam, polyvinyl chloride, a plastic that contains a black pigment produced through the partial or incomplete combustion of hydrocarbons or an oxo-degradable plastic

SUP foodservice ware prohibited by the Regulations includes any plastic manufactured item that meets all 3 of the criteria above (a, b and c).

Our cups are not impacted by these regulations as they do not fit all of the above criteria.

The following plastic foodservice ware are excluded from the definition of SUP foodservice ware and are not impacted by the Regulations (as long as they do not meet all 3 of the above criteria a, b, and c):

• Paper and fibre-based coffee cups with a plastic lining, so long as the plastic lining does not contain any expanded polystyrene, extruded polystyrene foam, PVC, carbon black or any oxo-degradable plastics
• Clamshell containers, lidded containers, boxes, cups, plates or bowls made from non-prohibited kinds of recyclable plastics, like polyethylene terephthalate (PET), high density poly ethylene (HDPE) or polypropylene (PP)
• Clamshell containers, lidded containers, boxes, cups, plates or bowls made from non-conventional or compostable plastics such as polylactic acid (PLA)

If you require further information on the ban, please visit the Government of Canada website here: Canada Website