Store Policies

Payment Options
Lollicup® USA Inc. (dba CupDepot.com) accepts major credit cards (Visa, Mastercard & Discover) and PayPal payments. Please note that we do not accept prepaid gift cards of any kind at this time.

Sales Tax
According to state law, California tax must be applied to all orders. Orders shipped out of California may be exempt from sales tax; California residents are required to add the appropriate current sales tax. Due to regular variations in California sales tax, rates are submect to change without notice. Any and all tax fees will reflect at checkout on your invoice. If you are ordering outside of California and sales tax apears on your order, please verify your shipping destination and make any necessary changes before completing your order.

Price Adjustments
Lollicup® sends sale promotions to our customers on a regular basis.  The sales prices offered in our promotions are only available during the promotional period, which is defined from the time the promotion is emailed to customers to the end date of the promotion as specified on the email.  Lollicup® is unable to honor any request for price adjustments for purchase made outside of the promotional period. 

Backorders
If an item is out of stock, you will be notified that the item is on backorder status. Once the item is back in stock, we will notify you and await confirmation to proceed with shipping. You will not be charged for the item and shipping costs for the item until it is in stock and shipped to you. If you decide to cancel the backorder, please contact us at csr@lollicup.com and include the following information:
1. Customer name
2. Order Number
3. Item Number & Order Quantity

Shipping Policy
Lollicup® USA (dba CupDepot.com) sends its products with FedEx Ground. For large orders, we will determine whether a commercial trucking company will be more cost efficient for the shipment. If it is determined that your order should be shipped via a commercial trucking company, our order department will contact you with the adjusted shipping cost for your approval. Shipping charges are based on actual shipping costs plus $5.00 per pallet.

For your convenience, we are able to provide tracking numbers to track your order. We ship most orders on the next business day if orders are received by 12:00 p.m. (PST). However, our normal order processing time is one to three business days. Orders received during weekends (Saturday and Sunday) or on a holiday will be processed on the next available business day. Please consider carefully when selecting "no signature required" upon check-out. If no signature is required at the time of delivery, FedEx will leave the package at the front door. Lollicup® USA, Inc. will not be responsible for lost or stolen merchandise that is left unattended.

If your order is subject to any delays (i.e., back order or further credit card verification), an email notification will be sent to you immediately. A confirmation email with a tracking number will be sent to you once order is processed and delivered to the commercial carrier or your choice. Lollicup® USA (dba CupDepot.com) reserves the right to charge additional fees for special requests, large orders over $1,000, and pallet orders. In such cases, we will contact the customer prior to shipment.

Please note that the delivery rate shown at the time of purchase is strictly limited to continental USA (48 states). We are unable to deliver to postal office boxes, military bases, APO, Alaska, Hawaii, PR (Puerto Rico) and areas outside of continental USA. For more information, please contact our office.

Holiday Shipping
All orders that are placed before, on, or immediately after a holiday may be subject to shipment delay. Lollicup USA, Inc. recognizes all major holidays and therefore no shipments go out during the time the office is closed. A shipment confirmation will be sent with your tracking information when your order has left the warehouse. Please contact csr@lollicup.com for further information on shipping schedules.

Damaged / Missing Shipments
For any damaged shipments caused by the mishandling of Carrier (FedEx or Trucking), a claim must be filed within 48 hours of package arrival. A picture of the damaged item(s) must be submitted to Lollicup® USA (dba CupDepot.com) with the claim. Credits are not guaranteed and are subject to further investigation before any refund or replacement is granted. Investigation may take up to 10 business days. Lollicup® USA, Inc. is not responsible for any and/or all damages due to weather conditions (frozen, broken, or other packaging issues that are weather damaged.)

The standard procedure is as followed for all damaged orders not received by customers:

In the case of damage caused during transit, Lollicup® USA (dba CupDepot.com) is unable to immediately replace the damaged merchandize upon customer's notification. Lollicup® USA (dba CupDepot.com) will submit a claim to Carrier (FedEx or Tracking Co.); once Carrier confirms the damage is caused by the mishandling of Carrier, a credit may be posted to your account within 5 to 7 business days after verification.

If replacement must be expedited, you may place a new order. Once Carrier honors the damaged claim, a refund will be rerouted to your account.

For any missing shipments, a claim must be filed within 72 hours of receipt. An investigation will be conducted to determine its cause and missing merchandize may be replaced after all details are reviewed.

Undeliverable Shipments
Customer must provide valid Ship-To address and telephone number upon order. Carrier (e.g. FedEx) will make several attempts to you before sending the package back to Lollicup® USA (dba CupDepot.com). If Carrier could not get a hold of you and the package was returned to Lollicup® USA (dba CupDepot.com), customer must pay an additional shipping and handling fee for reshipment. If customer refuses to pay for the fees associated with reshipment, Lollicup® USA (dba CupDepot.com) reserves the right to cancel the order and refund customer the total amount less than original shipping costs.

Exchange Policy on Unopened Merchandise
Any unopened merchandise may be returned for an exchange within 15 days from the date of purchase. The returned merchandise shall be in good condition (properly sealed and in its original package) to qualify for a full store credit less any shipping charges. Customer is responsible for all Shipping and Handling charges incurred during the process of exchange or return. Any remaining store credits will be posted to your credit card within 7 business days after the transaction has been completed.

Please enclose the following information when returning the merchandise to Lollicup:
-  Your name and complete address with zip code
-  Your order number and approximate date of the purchase
-  The item number(s) of the merchandise to be exchanged (if available)
-  The new item you are requesting (please specify the item number if available)

Please send the merchandise and above information to the following address:
Lollicup® USA Inc.
Attn: Merchandise Exchange
1100 Coiner Court, City of Industry, CA. 91748

Return Policy on Unopened Merchandise
Lollicup® USA Inc. (dba CupDepot.com) guarantees that our products are manufactured with top craftsmanship and quality ingredients. In the rare event that you find the product you purchased from Lollicup® USA (dba CupDepot.com) to be unsatisfactory and would like to return the products, please contact us at csr@lollicup.com to request for a Return Merchandize Authorization Number (RMA No.) Further instructions will be sent to you along with the RMA No. Once an RMA No. has been issued, the product must be returned to our office within 15 days.

Our obligation to the original purchaser under this guarantee shall be limited only to exchange or store credit within thirty (30) days from date of purchase of any equipment or perishable items to be defective under normal use and service conditions as determined by us. This guarantee shall not apply to products which have been subject to alteration, abuse, accident or misuse. Any exchange will be shipped as quickly as possible upon receipt of the defective merchandise. Items returned within 5 business days can be returned for full credit; or a 20% restocking fee will be applied.

Please provide the following information when returning the merchandise to Lollicup® USA Inc.:
-  Your name and complete address with zip code
-  Your order number and RMA No.
-  The item number and quantity you are returning
-  A digital picture of the product for showing the problem (if applicable)

Please send the merchandise and above information to the following address:
Lollicup® USA Inc.
Attn: Merchandise Return
1100 Coiner Court, City of Industry, CA. 91748

How to get a Return Merchandise Authorization Number
Before returning an item, you much obtain a Return Merchandise Authorization Number (RMA No.). You may do so by emailing csr@lollicup.com and include the following information:
1. Your name and complete address with zip code
2. Your order number
3. A description of the problem you are having (if applicable).
4. A digital picture of the product, showing the problem (if applicable).

NOTE: Lollicup® USA Inc. (dba CupDepot.com) reserves the rights to refuse any returns that are not sent back within 15 days of the issuance of the RMA number.

Privacy Policy
When accessing our Website, Lollicup® USA Inc. (dba CupDepot.com) will gain certain information about you during your visit. How we will handle information we obtain depends upon what you do when visiting our site. If you visit our site to read or download information on our pages, we collect and store only the following information: The name of the domain and/or IP address from where you access the Internet; the date and time you access our site and the Internet address of the website you used to link directly to our site. If you identify yourself by sending us e- mail contains personal information, then the collected information will be solely used to respond to your message. The collected information is for statistical purposes. Lollicup® USA Inc. (dba CupDepot.com) uses software programs to create summary statistics, which are used for such purposes as assessing the number of visitors to the different sections of our site, what information is of most and least interest, determining technical design specifications, and identifying system performance or problem areas. For site security purposes and to ensure this service remains available to all users, Lollicup® USA Inc. (dba CupDepot.com) uses software programs to monitor network traffic to identify unauthorized attempts such as uploading or changing information or other causes that damage the web site. Lollicup® USA Inc. (dba CupDepot.com) will not obtain personally- identifying information about you when you visit our site, unless you chose to provide such information to us, nor will such information be sold or transferred to unaffiliated third parties without the approval of the user at the time of collection.

Member's Personal Information
We take spam emails, fraud and privacy issues very seriously. Therefore, we are highly protective of our customer’s personal information and do not share our customer’s personal information with anyone. Our web site uses customer contact information from the registration form to send our customer information about their order, saving coupons and promotional material from our company only. Users may opt- out of our email list or mailings at any time by sending us an email to request to be removed from our email list.

IP Address
Access to your IP address assists Lollicup® USA Inc. (dba CupDepot.com) with problem analysis and site administration. In addition to identifying you and your shopping cart, your IP address helps Lollicup® USA Inc. (dba CupDepot.com) gather broad demographic information.

Feedback Forms
Lollicup® USA Inc. (dba CupDepot.com) provides a customer support form for customers to submit any comments or requests for additional information on the products and services.

Links To Other Sites
This site contains links to other internet sites. Lollicup® USA Inc. (dba CupDepot.com) is not responsible for the privacy practices or the content of any such web sites. If you find objectionable material on a linked site or if there is a problem linking to another site from Lollicup® USA Inc. (dba CupDepot.com), please contact the webmaster at webmaster@lollicup.com.

Security
Lollicup® USA Inc. (dba CupDepot.com) has security measures in place to protect the loss, misuse and alteration of the information under our control. All credit card information utilizes state- of- the- art Secure Socket Layer (SSL) encryption technology and is SET compliant. At Lollicup® USA Inc. (dba CupDepot.com), we do not keep customer credit card information. Credit card information is only used for the authorized payment processor.

Contacting The Website
If you have any question about the privacy and security statement, please contact us at csr@lollicup.com. If you have experienced any technical difficulties, please contact webmaster@lollicup.com.

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