Return & Refund

1. Order Cancellation or Modification

Customers can cancel or modify order information (quantity, shipping address) within 4 hours from the time of placing the order. To request an order cancellation or modification, please contact us via email: [email protected] within 4 hours after placing your order. After this period, the order will proceed to the printing process, and Donatoy will not be able to assist with cancellations or modifications.

Note: Donatoy is not responsible if the order cannot be delivered due to the customer providing an incorrect address.

2. Exchange/Refund for Defective Products

We are committed to exchanging or refunding customers if the 3D image printed coffee mug product you receive is defective due to Donatoy's fault, specifically as follows:

Cases considered defects due to Donatoy:

  • Print does not match the description or images displayed on the website.
  • Product is defective during the heat printing process (incorrect placement, misaligned image, color deviation from the order).
  • Mug is broken, cracked, or print peeled off during shipping.
  • Wrong product sent (incorrect design, incorrect order).

No return of defective product required: To save time, you do not need to return the defective product. You can gift, donate, or dispose of the product as you wish.

Requests will be processed when:

  • You submit the request within 30 days from the date of receiving the item.
  • The mug has not been used, not washed, and remains in its original condition.

How to submit a request: Send an email to [email protected] with the subject line: [Refund/Exchange Request - Donatoy Order ID]. Please attach:

  • Order ID.
  • Clear video or photos showing the product defect.
  • Close-up photos of the defective print area (if it's a print error).
  • Full shipping address for us to send a replacement product (if exchanging).

Processing procedure: If the request is valid, Donatoy will send a free replacement product (if available) or issue a full refund to the payment method you used. Donatoy will process refunds within 24 hours after confirmation.

Refund receipt time:

  • Credit/Debit Card: 7–10 business days.
  • PayPal: 3–7 business days.

3. Cases Not Eligible for Exchange/Return

We do not support exchanges or refunds in the following cases:

  • Request submitted after 30 days from the date of receiving the item.
  • Mug damaged due to improper use (dropped, scratched due to impact).
  • Customer selected the wrong design or entered an incorrect address.
  • Mug has been used, washed, or shows signs of dirt or damage after receipt.
  • Customer changed their mind or no longer needs the product after it has been printed and shipped.

4. Lost Order Cases

Donatoy is committed to assisting if an order is lost during transit. Before contacting us, please thoroughly check:

  • Mailbox, front porch area.
  • Security cameras, ask neighbors.
  • Contact the local post office to check if the order is being held at their facility.

If you still cannot find the item, please contact us via email [email protected] within 30 days from the estimated delivery date, and provide:

  • Order ID.
  • The exact shipping address you provided.
  • Confirmation from the local post office that you have not received the item.

If confirmed lost, Donatoy will:

  • Send a free replacement product (if available).
  • Or issue a full refund to your original payment account.

Note: Donatoy is not responsible for orders that cannot be delivered due to:

  • Incorrect or incomplete shipping address.
  • Recipient refused to accept the package.

5. Other Support Inquiries

For any other questions related to orders, 3D image printed coffee mugs products, or our return/exchange policy, please contact:

Address: 4657 Westbank Expressway, Marrero, LA 70072

Email: [email protected]

Phone Number: (+1) 504 221 1712

Working Hours: Mon - Fri (9:00 AM - 5:30 PM CDT)