Shipping policy
Shipping and Delivery Policy
NOTE: Emojis and symbols are not supported. Only letters can be used.
Orders with emojis or symbols are excluded from the right of cancellation and warranty.
RockyPrints cannot be held responsible for return claims due to this.
The mugs are made with sublimation and are dishwasher and microwave safe.
Production
All our products are made to order to ensure high quality and personalized customization. Production is carried out close to the customer through established production partners. During periods of high demand, we collaborate with selected partners to ensure fast and reliable delivery.
Delivery Time
Orders are sent to production shortly after the purchase has been completed.
The standard delivery time is 5-7 business days, unless otherwise stated on the product page.
Estimated Delivery Date
The delivery date shown at checkout or by our production partner (Gelato) is an estimated date and not a guaranteed delivery date. Since products are made to order and shipped directly from the print facility, delays may occasionally occur beyond our control, such as high production demand, carrier delays, weather conditions, or other logistical issues.
RockyPrints cannot be held responsible for delays beyond the estimated delivery date. However, we always monitor deviations and assist customers when needed. If a shipment is significantly delayed or damaged during transit, we will of course help find a solution in collaboration with the carrier and print facility.
Shipping
We offer free tracked shipping on all orders.
Once your order has been dispatched, you will receive a delivery confirmation with tracking information via email.
Order Confirmation
An order confirmation is automatically sent to the email address provided at purchase. If you do not see the confirmation, please check your spam/junk folder.
Personalized Products – No Right of Withdrawal
As our products are made specifically according to the customer’s choices (e.g., names, designs, or colours), there is no right of withdrawal, return, or exchange for personalized products. This is in accordance with applicable consumer legislation for custom-made goods.
Damages, Defects, or Discrepancies
If your product is damaged upon delivery, contains a production defect, or does not match your order, please contact us as soon as possible after receipt.
After a validated complaint, the product will primarily be replaced with a new equivalent product at no additional cost. If this is not possible, a refund may be issued.
Dishwasher Policy
Our mugs are designed to be dishwasher safe and suitable for everyday use. To preserve the colours and quality of the print for as long as possible, we recommend placing the mug on the top rack of the dishwasher and using a gentle washing programme.
For maximum durability, we recommend hand washing, especially with frequent use.
Important to know:
We cannot guarantee that the print will remain unchanged after regular dishwasher use over a longer period of time. Dishwasher tablets often contain strong cleaning agents, abrasive particles and bleaching components designed to remove tough stains and deposits. These substances can gradually affect prints, colours and surfaces over time.
Avoid:
- Rough sponges or abrasive cleaning products
- Extremely hot programmes for extended periods
- Aggressive detergents or excessive use of dishwasher tablets
- Leaving the mug wet for a long time after washing
Please note that normal wear over time may affect the appearance of the print, especially with very frequent dishwasher use. This is considered normal wear and is not a product defect.
Responsibility & Customer Service
We are responsible for customer service, design, communication, and quality control. Our goal is for every customer to have a safe and professional purchasing experience, both before and after delivery.