Shipping policy
Thank you for choosing The Sassy Tortie! Every tumbler and custom item is handcrafted with care, and we appreciate the opportunity to create something special just for you.
Processing Time
Because each item is handmade to order, processing times may vary.
Please allow 3–8 business days for your order to be completed after your design has been finalized.
Custom tumblers are designed to be created with you live. Unless you leave a note at checkout requesting that your tumbler be made off-camera, we will wait until you join one of our livestreams before creating your order. We love giving you the opportunity to be part of the creative process and watch your custom tumbler come to life!
Once your order is complete and ready to ship, you'll receive a shipping confirmation email with tracking information.
Shipping Methods
We offer several shipping options during checkout. Shipping costs are automatically calculated based on your location, package weight, and selected shipping method.
For orders that qualify for Free Shipping, The Sassy Tortie will choose the shipping carrier and service that best fits your order.
Shipping Rates
Shipping rates are calculated automatically at checkout based on:
- Delivery destination
- Package weight and dimensions
- Selected shipping method
You'll always see your shipping cost before completing your purchase.
Order Tracking
Once your order ships, you'll receive a confirmation email containing your tracking number.
Tracking information may take 24–48 hours to update after the carrier receives your package.
Shipping Insurance
Every order from The Sassy Tortie includes shipping insurance at no additional cost.
If your package is lost, damaged, or arrives with visible shipping damage, the recipient is responsible for contacting the shipping carrier to begin the claims process.
To help ensure your claim can be processed, please:
- Retain the original shipping box and all packing materials.
- Do not discard the damaged product.
- Take clear photographs of the exterior shipping box, shipping label, interior packaging, and all damage to the product.
- Contact the shipping carrier as soon as possible, as claims may be subject to filing deadlines.
If you need your tracking number, order information, or a copy of your purchase receipt to support your claim, please contact us by email, and we'll be happy to provide any information needed.
Estimated Delivery Times
Delivery times vary depending on your location and the shipping service selected at checkout.
While we do everything we can to ensure timely delivery, we cannot guarantee shipping transit times once your package has been accepted by the carrier. Delays caused by weather, holidays, carrier issues, or other circumstances beyond our control are not the responsibility of The Sassy Tortie.
Weather Delays
While we make every effort to process and ship your order promptly, severe weather conditions may occasionally impact carrier operations and delay pickup or delivery times. These delays are beyond the control of The Sassy Tortie, and we appreciate your patience and understanding as your order makes its way to you safely.
Warm Weather Notice
Our handmade snow globe tumblers contain liquid that naturally responds to changes in temperature during shipping.
During periods of extreme heat or cold, you may notice temporary air bubbles or slight changes in glitter flow when your tumbler arrives. This is a normal result of temperature fluctuations during transit and does not indicate a defect.
Please allow your tumbler to rest at room temperature for 24 hours before use. Once it has acclimated, the glitter flow should return to its intended appearance.
Please Note: Glitter and lava movement naturally vary with temperature. Cooler temperatures may temporarily slow the movement, while warmer temperatures may cause the contents to flow more quickly until the tumbler returns to room temperature.
Incorrect Shipping Addresses
Please verify that your shipping address is correct before placing your order.
The Sassy Tortie is not responsible for delays or additional shipping costs resulting from incorrect or incomplete addresses provided at checkout.
Lost, Stolen, or Damaged Packages
Once your order has been handed over to the shipping carrier, responsibility for delivery rests with the carrier.
If your package is lost or arrives damaged, please contact us as soon as possible. We'll gladly assist you in filing a claim with the shipping carrier whenever possible.
Questions?
If you have any questions about your order, please contact us - we're always happy to help!