Check out their website > lifetime guarantee for details, but basically "qualifying damage" is considered 1. Seal Failure (separation of the inside cup from the outer cup). 2. Cracks 3. Staining (permanent discoloration caused by sunscreen, citrus, tea, etc). 4. Decoration Fail (the inner decal/image becomes loose or falls to the bottom of the cup). 5. Heat Distortion (often caused by running it through a super hot dishwashing cycle on the bottom rack. This covers warping, bulging, etc). So basically, if you have a lot of tumblers, it's not hard to find a few that fulfill the criteria. If that's not the case, then I'm sure they will eventually qualify, especially if any cracks occur from a hard drop or sunscreen is accidentally used or someone forgets to put the cup in the top dishwasher rack. There's a limit of 6/day & they'll give you credit for the full retail value & then you can pick out whatever you like, aside from stainless steel merchandise or anything on clearance
As of today you can return warranty claims in out company owned stores. The criteria for what is accepted for warranty is the same as before.
Can I return the tumblers at the Venice address in person? I hate to have to pay the postage!
You can return at this store, but they have new policies so be sure to check the website. The biggest change is that instead of getting a new one of your choice you can replace it with the same one if it's in stock, replace it with one from the outlet room (which will not be under warranty), replace it with a plain cup in the same style (with warranty), or have them remake the cup using the same wrap. I believe the new limit is 4 per visit. If you like Tervis (and who wouldn't?) it's well worth a trip to visit.
Only damaged goods r exchanged at the factory store in Osprey FL. Used to b exchangeable just cuz, but those days r over.
You should be able to make a return either through their website or at the local store.
You can return it to the store and they will give you a credit for it I believe. You can call them or go there to find out.
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