Customer Service Policy

Customer Service Policy - Brumatn

At Brumatn, we’re dedicated to more than just crafting innovative insulated tumblers, drinkware, and coolers—we’re committed to supporting you every step of the way, from your first question about a product to post-purchase care. Our Customer Service Policy is designed to be transparent, responsive, and tailored to the unique needs of our customers (whether you’re a hiker needing a durable cooler, a parent wanting a leakproof tumbler, or an office worker seeking a reliable travel mug). We strive to resolve your concerns with the same care and attention we put into designing our products.

1. How to Reach Our Customer Service Team

We offer convenient, accessible ways to connect with us—choose the method that works best for your needs:
  • Email Support: Our primary channel for detailed inquiries (e.g., product questions, order issues, returns). Reach us at [email protected] with a clear subject line (e.g., “Order #12345 – Missing Tumbler Lid” or “Question About Cooler Insulation”) and include your order number (if applicable). We aim to respond within 24–48 business hours (Monday–Friday, excluding major U.S. holidays like Thanksgiving, Christmas, and New Year’s Day).
  • Order Status Updates: For quick checks on shipping, delivery, or processing, reference the automated emails sent to your inbox:
    • “Order Confirmation” (sent immediately after purchase, with order details).
    • “Shipping Confirmation” (sent when your order ships, with a tracking link).
These emails include key information to help you track your Brumatn products without extra steps.

2. Order Support

We’re here to assist with every stage of your order, from placement to delivery:
  • Order Modifications/Cancellations: If you need to update your shipping address, change product quantities, or cancel an order, contact us within 24 hours of placing the order at [email protected]. Once an order is marked “Fulfilled” (processed for shipping) or has shipped, modifications or cancellations may no longer be possible—but we’ll work with you to find a solution (e.g., returns, exchanges) if this happens.
  • Missing or Incorrect Items: If your order arrives with missing products (e.g., a tumbler lid is absent) or the wrong item (e.g., you ordered a 20oz stainless steel tumbler but received a 16oz plastic one), email us within 7 days of delivery with:
    • Your order number.
    • Clear photos of the items you received (and packaging, if labeled incorrectly).
    • A copy of your order confirmation (for reference).
We’ll verify the issue and ship the missing/incorrect item free of charge (no extra shipping fees) or process a full refund if the item is out of stock.
  • Shipping Delays: Most orders ship within 1–3 business days and include standard shipping (with tracking). If your order is delayed beyond the estimated delivery window (varies by location, typically 3–7 business days for domestic U.S. orders, 7–14 days for international), first check the tracking link in your “Shipping Confirmation” email—carriers may experience delays due to weather, holidays, or high volume. If tracking shows no progress for 3+ days, contact us, and we’ll investigate with the carrier and update you promptly.

3. Returns & Exchanges

We want you to love your Brumatn product as much as we do. If it doesn’t meet your expectations (e.g., the cooler is too small, the tumbler doesn’t fit your cup holder), here’s how our return/exchange process works:
  • Eligibility: Items must be returned within 30 days of delivery and meet these criteria:
    • Unused, undamaged, and in their original packaging (e.g., tumblers with original tags, coolers with all inserts and instruction manuals).
    • Free of signs of wear, stains, or modification (e.g., no scratches on stainless steel, no tape or stickers on cooler exteriors).
    • Purchased directly from Brumatn.com (we cannot process returns for items bought from third-party retailers like department stores or marketplaces).
  • Return Process:
    1. Email [email protected] with your order number, the product name/sku, and reason for return (e.g., “20oz Tumbler – Wrong Color” or “Cooler – Too Heavy for Hiking”).
    1. We’ll send a pre-paid return label (for domestic U.S. orders) and step-by-step packaging instructions—we recommend using the original box to protect the product during transit (especially for coolers, which are larger and more durable but still need care). For international orders, we’ll provide return guidelines, and you may be responsible for return shipping costs (we’ll confirm this in our response).
    1. Once we receive and inspect the returned item (typically 3–5 business days after delivery to our warehouse), we’ll process your request:
      • Refunds: Issued to your original payment method (credit card, PayPal, etc.) within 5–7 business days. Refunds include the full product price; original shipping costs are non-refundable unless the return is due to our error (e.g., wrong item sent).
      • Exchanges: If you want to swap for a different size, color, or product (e.g., trade a 16oz tumbler for a 24oz one, or a soft cooler for a hard-shell cooler), we’ll ship the new item once we confirm the returned product is eligible—no extra shipping fees for exchanges (domestic U.S. only).
  • Exceptions: Final sale items (clearly marked “Final Sale” on the product page, often including limited-edition colors or discounted open-box products) are non-returnable and non-exchangeable, unless they arrive damaged or defective.

4. Damaged or Defective Products

We take pride in the durability and performance of our insulated products—but if your Brumatn tumbler, drinkware, or cooler arrives damaged (e.g., a cracked cooler lid, a leaking tumbler seal) or defective (e.g., insulation fails to keep drinks cold, a handle breaks on first use), we’ll make it right:
    • Your order number.
    • Clear photos/videos of the damage/defect (e.g., a close-up of a broken cooler hinge, a video of the tumbler leaking).
    • A description of how the issue occurred (e.g., “Tumbler leaked during my commute—lid wouldn’t seal” or “Cooler handle snapped when I lifted it with 10lbs of ice”).
  • Resolution Options: We’ll review your claim and offer a solution tailored to the issue:
    • Free Replacement: If the product is in stock, we’ll ship a new one to you at no cost (no need to return the damaged item in most cases—we may ask for it only for quality inspection).
    • Full Refund: If the product is out of stock or you prefer a refund, we’ll issue a full refund to your original payment method (including original shipping costs, since the issue was our error).
    • Warranty Coverage: For issues that arise after the initial 7-day delivery window (e.g., a tumbler seal wears out after 6 months), refer to our Warranty Policy (included with your product or available on Brumatn.com)—many Brumatn products come with a 1–5 year warranty for manufacturing defects.

5. Product Questions & Guidance

We know choosing the right insulated product can make a big difference (e.g., a 48qt cooler vs. a 20qt one for camping, a straw lid vs. a flip lid for a tumbler). If you have questions before or after purchase:
  • Pre-Purchase Guidance: Email us at [email protected] with details about your needs (e.g., “I need a tumbler that fits in my bike’s water bottle cage” or “I want a cooler that keeps food frozen for 3 days”). Our team knows our products inside out—we’ll recommend the best option for your lifestyle (e.g., “Our 18oz Slim Tumbler fits most bike cages” or “Our Heavy-Duty Hard Cooler maintains freezing temps for 5+ days”).
  • Usage & Care Tips: If you’re unsure how to clean your stainless steel tumbler (e.g., can it go in the dishwasher?) or maintain your cooler (e.g., how to replace a worn seal), we’re here to help. Email us for quick tips, or reference our “Product Care Guide” (included in your order or downloadable on Brumatn.com).

6. Feedback & Concerns

Your opinion helps us improve—whether you have a positive experience to share (e.g., “My Brumatn cooler kept my drinks cold on a 10-hour road trip!”) or a concern to address (e.g., “The tumbler lid was hard to open”). Email us at [email protected] with your feedback:
  • We review every message and use it to refine our products (e.g., adjusting lid designs for easier use) and service (e.g., speeding up response times).
  • If you’re unsatisfied with our customer service, let us know—we’ll escalate your concern to a team lead to ensure it’s resolved to your satisfaction.

7. Accessibility Commitment

Brumatn is dedicated to making our customer service accessible to all. If you need assistance in an alternative format (e.g., larger text in emails, phone support for visual impairments) or have specific accessibility needs, please note this in your email to [email protected], and we’ll accommodate your request promptly.
At Brumatn, we believe great customer service is as important as great products. Whether you’re troubleshooting a cooler, returning a tumbler, or just asking a question, we’re here to help—because your satisfaction is what drives us. If you ever need support, remember: we’re just an email away at [email protected].
Thank you for choosing Brumatn—we’re proud to be part of your daily moments and adventures.