Frequently Asked Questions
Customer
Service Information
Company
Information
Don't
see your question here? Click
here to email us.
What are
Tervis Tumblers made of?
Tervis Tumblers are constructed of a high-quality polymer. This
polymer is over 10 times more impact-resistant than other plastics,
making Tervis Tumblers virtually indestructible!
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Are Tervis
Tumblers safe?
Tervis Tumblers are perfect for both indoor and outdoor use. Their
durable construction makes them virtually shatterproof and they even
float too! Enjoy your tumblers by the pool or on the patio, at the
beach or on the boat and from golf hole #1 to golf hole #19! With our
selection of travel lids and toppers, Tervis Tumblers are perfect for
on-the-go.
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Can I
wash my Tervis Tumblers in the dishwasher? Can I use them in the
microwave? How about the freezer?
Tervis
Tumblers are safe for use in the dishwasher, microwave* & the
freezer. We recommend using the top-rack in the dishwasher for best
results.
*Exclusive
of certain emblems.
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How
are Tervis Tumblers different from look-alike tumblers?
Tervis
Tumblers stand out from the rest with our signature lines, durable
construction and our lifetime guarantee, to which we have been
committed for more than 60 years. Plus, we proudly stamp the Tervis
name on the bottom of every Tumbler and Ice Bucket we produce. If it
doesn’t say Tervis on the bottom, it’s not a
genuine Tervis Tumbler!
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What
different styles are Tervis Tumblers available in?
Tervis
Tumblers come in a variety of sizes: 8oz, 10oz, 12oz (Rocks Glass
shape), 16oz, 17oz Mug, 24oz and our Ice Bucket. The tumblers are
available in a large and growing selection of designs, whether
it’s emblems, clear or colors , wrapped art or
personalized fonts, the choice is yours! Several emblem designs are
available for our Ice Buckets, which can also be personalized with our
monogram font.
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Is it
possible to include a personal photo into my tumbler order? What do I
have to do to have my photos included?
Your
favorite lifetime moments should be captured in a lifetime tumbler!
Tervis Tumbler can personalize tumblers with your favorite photos,
greeting cards or personal emblems. Click
here to learn how.
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Do
Tervis Tumblers fit into car cup holders?
Yes,
the 10oz, 16oz & 24oz fit into most standard size car cup
holders, excluding retractable cup holders. Plus, an assortment of
travel lids is available to make your Tervis Tumbler even more perfect
for on-the-go.
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I have
suggestions for new Tervis Tumbler products. Can I send them to Product
Development for consideration?
Tervis Tumbler is a company founded on innovation and will continue to
succeed on just that. We have dedicated personnel who brainstorm, test
and execute new product ideas to complement our existing line. If you
have a new product idea suggestion, we welcome you to fill out our feedback form.
Please note that by submitting a product suggestion, you acknowledge
that Tervis Tumbler will view the information as non-confidential and
may use the suggestion without compensation to you or another party
submitting this information. Additionally, you agree that Tervis
Tumbler is not restricted from developing (or having already
formulated) plans to create or enhance products similar to your
submitted suggestion.
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How
can I contact Tervis Tumbler with questions?
Our
Customer Care Representatives are here to assist you Monday –
Friday 8am-5pm EST (excluding Thanksgiving, Christmas, Labor &
Memorial Day; other assigned holidays may occur throughout the year).
To speak directly with a live Customer Care Representative, call us
Toll-Free at 1-866-886-2537. We also welcome you to email us at customercare@tervis.com.
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What are the shipping costs going to be for my order?
Tervis.com currently only offers ground shipping. The shipping rates are as follows:
-
Purchases totaling $0-9.99 = $4.95 in shipping.
-
Purchases of $10-24.99 = $6.95 in shipping.
-
Purchases of $25-49.99 = $7.95 in shipping.
-
Purchases of $50-74.99 = $8.95 in shipping.
-
Purchases of $75+ = Free Ground Shipping*!
*Free shipping available for online purchases only until December 31, 2010. This is subject to change without notice. Only purchases within the Continental United States are eligible for free shipping
.
Rush and expedited shipping options are available by contacting our
Customer Care Representatives at 1-866-886-2537 or email us at customercare@tervis.com.
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When
can I expect my tervis.com order to ship?
All
www.tervis.com orders are processed, manufactured and shipped from our
facilities in North Venice, FL. Because your purchase is made to order,
most items are shipped within 2 to 4 business days. Personalized
purchases and large orders may require additional time. Once you place
your order, you will receive an order confirmation email. You will then
receive a shipping confirmation email once your order has been shipped.
This email will include a link to track your package. Simply click on
the link to receive the estimated delivery date.
If you need your order expedited, please contact our Customer Care
Department 1-866-886-2537 to rush your order for a charge of
10% of your total order ($10 minimum charge).
Please note, expedited shipping options are also available for an
additional cost.
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How can I find out the
status of an order placed online?
There
are a few ways for you to check the status of your online orders.
- After you place your
order, you will receive an order confirmation email. Once your order
has shipped, you will receive a shipping confirmation email. This email
will include a link to track your package. Simply click on the link to
receive the estimated delivery date.
- You can also log
back into your account which will immediately list your most recent
orders. If you click on your order, you will be able to access the
tracking code for your order.
- Contact Tervis
Customer Care at 1-866-886-2537 or customercare@tervis.com and they will gladly provide you with your estimated delivery date.
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How
can I make a change or cancel my order?
Our goal is to build and ship your order as quickly as possible. All orders are processed immediately after being placed and therefore no changes can be made after you have placed your order. If you would like to add to your order, you can simply place another order on tervis.com.
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Why are Mastercard credit card payments charged as soon as I place my order instead at time of shipment?
We charge Mastercard purchases immediately because Mastercard's terms of use does not allow us sufficient time to custom make and ship your order and charge your card within their 7 day limit. Our orders may take longer than 7 days to ship.
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Why
does it take 5-7 business days to build my order?
Tervis
Tumbler’s “Made to Order” business model
ensures that your order is made exactly the way you want it. Building
tumblers as they are ordered provides the opportunity for
personalization before they are ultrasonically-sealed.
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What
is Tervis Tumbler’s return policy?
Orders returned within 30 days from date of purchase may be returned
for the refund of the sale price and tax of the purchase (shipping
charges will not be refunded). All returns must include the original
receipt or packing slip for refund. Please note, personalized tumblers
are non-refundable.
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Can
I return my defective tumblers for replacement at any time since Tervis
Tumblers are guaranteed for life?
Tervis Tumblers are made for life*. Should your Tervis Tumbler become
defective in any way, simply send it to Tervis for free
replacement, even if it has been over 40 years since you purchased it!
No proof of purchase required – If it says Tervis on the
bottom, that’s proof enough for us! See below for
instructions on how to replace your Tervis Tumblers.
Pack
your tumbler(s) in a box addressed to:
Tervis
Tumbler Company
201
Triple Diamond Blvd
North
Venice, FL 34275
Be
sure to include a note containing your return-to shipping address. Also,
if your tumblers had a personal insert or a design that we no longer
carry, please include a note with your return letting us know if you would like us to use that same design
in the new tumblers. We will do our best to ensure the quality of the
emblem; however, if we determine the emblem is not usable, we will
replace it with a similar design or a clear tumbler.
*Lids & straws are not covered under our lifetime guarantee. Tervis Ice Buckets have a limited manufacturer's warranty. Please refer to the owner’s manual or contact our Customer Care department at 1-866-886-2537 for further instructions.
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I need to replace
defective tumblers that have designs you no longer carry. Is it
possible to have the same design in my replacement order?
If
your defective tumbler(s) has a design that Tervis Tumbler no longer
carries or you originally supplied, we can insert it into your new
tumblers. Simply include a note along with your return letting us know
how you would like us to handle. We
will do our best to ensure the quality of the emblem, however, if we
determine the emblem is not usable, we will replace it with a similar
design.
From
time to time, Tervis will freshen up designs. If you are replacing
tumblers that have a previous version of a design, please include a note with your return letting us know
if you would like us to replace your tumblers with the previous or the
current design. We
will do our best to ensure the quality of the emblem, however, if we
determine the emblem is not usable, we will replace it with a similar
design or a clear tumbler.
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Why
do I have to first install Microsoft Silverlight in order to
personalize my tumbler(s) and/or ice bucket(s)?
Tervis
Tumbler is pleased to be able to provide you with a virtual
representation of your personalized tumbler(s) and/or ice bucket(s).
In order to create and view your personalized tumbler, you
may first be required to install Silverlight (a one-time installation
per machine only). Silverlight is a Microsoft program that is
completely safe to install and is comparable to downloading an Adobe
program. If you have any questions on how to install or use
Silverlight, please feel free to contact Tervis Customer Care
at at 1-866-886-2537
or customercare@tervis.com.
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I
live outside of the Continental United States. Why can't I order Tervis
Tumbler products through this website?
Tervis
Tumbler gladly accepts orders for shipment outside of the Continental
U.S. However, due to certain restrictions & additional shipping
charges, Tervis can better handle your order when you place it over the
phone with one of our Customer Care Representatives. Tervis Customer
Care can be reached at 1-866-886-2537.
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Where
can I redeem my Tervis Tumbler gift card?
Tervis
Tumbler gift cards are currently redeemable at any of the four Tervis
Factory Stores in Florida only. Click
here for information on our store locations.
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When
were Tervis Tumblers first invented?
Tervis
Tumbler proved to be the the pioneer in the insulated drinkware
category in 1946 and for more than 60 years has continued to lead the
industry through innovation & quality
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How
did Tervis Tumbler get its name?
The
two engineers who invented Tervis Tumbler, Frank Cotter & G.
Howlett Davis, combined the last three letters of their last names and
donned their innovative tumbler as Tervis.
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Does
Tervis Tumbler do cause-related marketing?
Tervis Tumbler is involved in selective cause-related marketing
initiatives. Some of the efforts, like our donation of a portion of the
proceeds from the sale of the Pink Ribbon tumblers to a local charity,
are on-going in nature. Tervis has also sponsored several local events
and has hosted 3 consecutive Car & Truck Shows, with the most
recent show supporting an employee's family through its medical
hardship.
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How
can I become an authorized Tervis Tumbler retailer?
If
your retail business is interested in carrying Tervis Tumbler products,
please download & complete the required reseller application
form and credit application. Then return the forms, along with any
additional documents (i.e. list of all store locations and photos of
stores), to Tervis Tumbler via one of the following methods:
- Email your
application & agreement forms to sales@tervis.com
- Fax to (941) 966-6887
- Mail to:
Tervis Tumbler
Attn: Kathy Tam
201 Triple Diamond Blvd
North Venice, FL 34275
Upon
completion and submission of the application, please allow up to 3
weeks for a reply and/or approval.
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