contact-us

FAQs

• Order related

• Can I cancel or change my order?
  • Yes, you can cancel or change your order BEFORE it is shipped. Please livechat with us for help. If your order has shipped, please contact our customer service team via service@cupshe.com to initiate a return after you receive your order.
• When will my order be shipped?
  • Orders are shipped within 1 business day.
• How can I track my order?
  • Go to here and use your order number to track your package. Allow 2-3 business days for the delivery status to show.

• Payment related

• What payment methods does Cupshe accept?

  • We accept the following payment methods:

    ●  Visa

    ●  Mastercard

    ●  American Express

    ●  Afterpay

    ●  Paypal

    ●  Paypal Credit

    ●  Apple Pay

    ●  Google Pay

    Customers may incur a 2%-3% international transaction fee. Some debit cards might not be accepted at checkout. Please contact your credit card issuer for further support. We apologize for any inconvenience.

    Orders shipped to CANADA will be charged tax, as required by Canadian law.

• How can I apply a promo code or use a Gift Card?
  • Manually enter the promo/gift card code at checkout and click “Apply.”
  • Each code can only be applied once. Discounts cannot be used in conjunction with another promotion.
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• What currency is your price based on?
  • Prices on Cupshe.com are listed in USD. We also support AUD and EUR on our Australian and European sites.
  • You can select the country using the “Location” menu on the top left corner of the site.
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• What should I do when I get "Your card was declined. " message during checkout?
  • The transaction was declined by your card issuer for some unknown reason. Please contact them for further help regarding this issue.

• Shipping related

• Can you deliver to a PO Box?
  • We DO NOT deliver to APO/FPO or PO Boxes.
• How much does shipping cost?

  • For United States

    Shipping Methods	Delivery Time	Cost (based on order value)
    		$0 - $60	$60 - $100	Over $100
    Expedited Shipping	5-7 Business Days	Free for orders over $40, otherwise $2
    Express Shipping	3-5 Business Days	$12	$9	FREE

    • Service area exclude:

    Alaska, Hawaii, Puerto Rico, American Samoa, Guam, Northern Mariana Islands, and the Virgin Islands.

    For Canada

    Shipping Methods	Delivery Time	Cost (based on order value)
    		$0 - $60	$60 - $100	Over $100
    Expedited Shipping	8-10 Business Days	Free for orders over $40, otherwise $2
    Express Shipping	4-6 Business Days	$12	$9	FREE

    Due to an increased order volume and delays related to COVID-19, please allow an extra 1-2 business days for expedited shipping to Canada. We appreciate your patience!

    • For United States

      

      • Expedited Shipping (5-7 Business Days)

      Order Value	Coste
      $0 - $40	$2
      Over $40	FREE

      • Express Shipping (3-5 Business Days)

      Order Value	Coste
      $0 - $60	$12
      $60 - $100	$9
      Over $100	FREE

      • Service area exclude:

      Alaska, Hawaii, Puerto Rico, American Samoa, Guam, Northern Mariana Islands, and the Virgin Islands.

    • For Canada

      

      • Expedited Shipping (8-10 Business Days)

      Order Value	Coste
      $0 - $40	$2
      Over $40	FREE

      • Express Shipping (4-6 Business Days)

      Order Value	Coste
      $0 - $60	$12
      $60 - $100	$9
      Over $100	FREE

  • Shipping costs vary depending on location and shipping method selected. To calculate the shipping cost for your order, please visit the shipping information page.
• Are the customs duties included in the shipping cost?
  • Customs duties are charged according to the local customs policy. In general, Cupshe covers customs duties for most orders.

• Return related

• How long do I have to return a purchase?
  • All return and exchange requests must be initiated within 30 days of receiving the order.
• Are there any items excluded from the return policy?
  • Accessories and beach towels cannot be returned or exchanged. Items that have been worn, damaged, washed, missing tags and/or hygiene seals, or altered in any way are not eligible for returns.
• How do I submit a return or exchange request?
  • Please contact us with the order number and product name or SKU code (which can be found in your order confirmation email) for the items you wish to return or exchange. Products need to be returned to the address customer service provided instead of the one on shipping slip.
• Do you provide return labels?
  • The customer is responsible for all return shipping fees. We do not offer shipping labels for returns.
• How can I exchange a damaged or defective item?
  • Please contact us within 30 days of receiving your package and include the order number, a photo of the defective/damaged product, and a short description.
• I received the wrong item. What do I do?
  • Please contact us with an image of the items you received and the shipping slip on the original package.
• How long will it take to receive my refund?
  • Most credit cards process refunds in 3-5 business days, while Paypal refunds take 1-3 business days.
• If I purchased my order with a coupon, can I still return or exchange it?
  • Purchases made with coupons/store credit cannot be returned or exchanged. Only the amount exceeding the coupon value is refundable.
• Can I get a refund for my gift card?
  • No, gift cards cannot be reloaded; used for payment outside of www.cupshe.com; used for unauthorized advertising, marketing, sweepstakes or other promotional purposes; redeemed for more than face value; transferred for value; redeemed for cash; or returned for a cash refund (except to the extent required by law).

• Sunchasers Club related

• How do I access to my Sunchasers Account?
  • Sign into your account and "GO TO CLUB" to access your Sunchasers page.
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• I have two accounts. Can I transfer my rewards from one to the other?
  • It is not possible to transfer rewards between accounts. Ideally, you'd earn all your rewards on one account so you can reach your rewards faster. Our customer service help desk can check which account has the most rewards on it for you. You can live chat with our Customer Service or contact us here. Please note, customers are restricted to one Sunchasers Club membership per person.
• Is App membership same as the website membership?
  • Unfortunately our APP membership is different from website. Currently the points on APP account cannot be shared with your website account and vice versa.
• When will I receive the points and when will my account be upgraded?
  • Once you make a purchase, the points will be added within 26 days after your payment is received. Your points can be viewed in Activities History under your account. When the amount spent hits the requirement, your membership will be upgraded accordingly.
• How do I get birthday points?
  • You can login your account to Sunchaser club membership page, then click “add birthday” to update the information. The 500 points will be issued to you on the day of your birthday. Usually the points will be added within 1 day since you submit your birthday for the first time. If your birthday happens on the same day of your submission, please live chat with us and we will provide to add the points manually for you.
• How can I refer a friend and get points?
  • You can login your account to sunchaser club membership and click “refer a friend”. You will find a specific link which need be shared to your friends. After being invited, your friends will get a US$10 voucher to place the order. If the total payment amount placed of the order is more than $40 and no refund is made within 26 days, then you will receive the 1000 points.
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  • Paste link and go to "https://xxxxxx", a pop up window will show your $10 coupon code.
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  • Paste link and go to "https://xxxxxx", a pop up window will show your $10 coupon code.
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• How can I check my Sunchasers points balance?
  • Please login to your account and GO TO CLUB. You will find your point balance right on top and your related tier level.
• My points are in pending status? What does it mean?
  • The status of pending means after the order is placed, the points will be issued, but the status will be pending for 26 days.
• Do Sunchasers points expire, and does my Sunchasers tier level downgrade?
  • The points will expire after 12 months of your last order date. Your tier status will be reviewed based on the last 12 months spent.
• How to redeem voucher with points and when will the voucher expire?
  • Login your account and GO TO CLUB page and scroll down to the "Redeem Rewards" section. Find the benefits associated with your tier level. Redeem the voucher based on your points and the voucher will not expire.
• How to use the free shipping voucher, will I be refunded if the shipping fee is less US$XXX?
  • Please note that only SAND, SEA and SUN tier levels can redeem Free Express shipping voucher. Free Express Voucher can't be used for United States Outlying Territores and Rest of The World options. The voucher can only be used once. If the shipping fee is less than the voucher amount, then the balance will not be refunded. In case the shipping fee is higher, then shipping voucher can't be applied. Simply enter the voucher code when you check out, and you will see the free shipping discount being reflected.