Need more information about ordering, designs, etc.? Check-out the most commonly asked questions customers ask us below! If your question wasn’t addressed here, email or give us a call. Our team’s on stand-by to assist you!
Getting Started / Commonly Asked Questions
What is the process of ordering custom-printed items?
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.
What are your color minimums for custom-printed cups?
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.
Do you have minimum order quantities?
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.
What if I have an event date?
To make sure we meet your event date, please specify the event date in the calendar in the cart or contact firstname.lastname@example.org 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.
Will I get an art proof before my order goes into production?
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.
Does 2-sided printing cost extra?
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.
Are lids included with the cups?
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”.
Is shipping included in the order?
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.
Can I change the items or quantities in my order once it has been submitted?
Please contact us as soon as possible at the following so we can assist with any changes to your order:
- Email: email@example.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.
Orders / Re-orders
How can I order?
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 firstname.lastname@example.org with your order details (quantity, interested size, event date).
How do I re-order?
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.
Can I change or cancel an order?
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.
How can I track my order?
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.
Volume Discount Pricing
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.
Design & Artwork
What type of artwork can you print?
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.
Do you offer pre-production samples with my logo printed?
We can make pre-production samples. However, it is expensive ($250 per item, per colour in addition to set up and proof charges) and while it is certainly an option, customers should consider the below alternatives before opting for pre-production samples:
- We can send you some samples of past jobs that we've done so you have a close-up look of the print quality and the cups.
- We always send you an art proof before printing. An art proof is a 2-dimensional preview of your custom printed cup. It shows you what your logo will look like on the cups you have ordered. You can make revisions to the art proof so the logo looks as you want it to on the cup, and we never move into production without customer approval of the proof.
Exchanges & Returns
Do you do exchanges or returns?
Blank orders are final sale (no refunds/exchanges) due to them being food service items and for sanitary reasons.
For printed orders, claims must be filed within 5 days of receipt of merchandise with us. Please keep all original packaging. Samples of damaged or defective merchandise will be requested. Shipping will be at the sender’s expense. All returns will only be accepted in their original packaging. Approved returns will be shipped back directly to our facility in Toronto, Ontario, at the sender’s expense. Related expenses include shipping, brokerage and applicable taxes. The Cup Store will not accept any COD or freight collect shipments. They will be returned at the sender’s expense. Please contact customer service for the exact return shipping address. Any shipments sent to any other location will be refused and returned at the sender’s expense.
Where do I take my compostable cups once I’m done using them?
The compostable cups must be brought to a municipal/commercial composting facility for proper break down where temperature, moisture, oxygen and other factors can be carefully monitored. Please contact your local municipal government for more information.
What’s the difference between your recyclable and compostable plastic cups?
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. These cups are designed to break down in 40-60 days and must be taken to a municipal/commercial compost facility after usage.
Do the compostable plastic cups have a storage life?
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 breakdown. 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 breakdown 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.
Are you able to remove the ECO Container logo from the compostable paper cups and the Hold & Go logo from the recyclable double-walled cups?
The cups that we carry are already pre-formed with the ECO Container and Hold & Go branding. Unfortunately, it is not something that we’re able to remove from our end. However, the ECO Container and Hold & Go logos will not affect the imprint area for your design(s).
What types of payment do you accept?
For American customers, we accept:
- - Credit card (including Amex)
- - Check
- - Wire transfer
- - ACH
- - PayPal
As for Canadian customers:
- - Credit card (including Amex)
- - Cheque
- - Wire transfer
- - E-transfer
Do you offer payment terms?
All customers are on prepaid terms for orders.