This policy explains how and when Custom Contigo ships custom decorated Contigo® drinkware, what it costs, and what to do if something arrives late or damaged. It applies to every order placed through customcontigo.com.
Questions? Contact us at workwithus@drivemg.com or 503.303.8499, Monday–Friday, 8:00 a.m.–5:00 p.m. PST.
We ship to all 50 U.S. states, the District of Columbia, and U.S. territories, from our facility at 20475 SW Avery Ct, Tualatin, Oregon 97062.
We do not currently ship internationally. If you need delivery outside the United States, contact us before placing your order and we will tell you whether we can arrange it as a custom freight quote.
We ship to residential addresses, commercial addresses, and event venues. We can also drop-ship to multiple addresses within a single order; see Section 5.
Custom decorated products are made to order, so every order has a production period before it ships.
Standard production is 7–14 business days from the date you approve your artwork proof, not from the date you place your order. Production does not begin until proof approval, so the clock starts when you approve.
Business days are Monday through Friday, excluding federal holidays. Production time does not include transit time; see Section 3.
Rush production is available on many items for an additional charge. If you have a firm in-hands date, tell us when you request your quote and we will confirm in writing whether we can meet it before you approve your proof.
Orders ship via UPS, FedEx, or LTL freight depending on the size and weight of the shipment and the delivery address. We select the carrier and service level that meets your in-hands date at the best available cost, unless you specify otherwise.
Typical ground transit from our Oregon facility is 1–5 business days within the continental United States. Alaska, Hawaii, and U.S. territories take longer. Expedited and air services are available at additional cost.
Your total delivery time is production time plus transit time. When you give us an in-hands date, we work backward from it and will tell you the latest date we can receive your proof approval and still deliver on time.
Tracking information is emailed to you when your order ships.
Shipping is quoted separately from product and decoration pricing. It is not included in the per-unit prices shown on our product pages.
Your shipping cost depends on the weight and dimensions of the finished order, the destination, the number of delivery addresses, and the service level required to meet your date. We confirm the exact shipping charge in writing on your formal quote, before you approve your proof and before any charge is incurred.
If you prefer to ship on your own carrier account, we can do that; provide your account number when you request your quote.
We can split a single order across multiple destinations: individual employee addresses, several offices, or an event venue plus a home office.
Drop-ship orders are quoted per destination, since each address is a separate shipment with its own freight charge. For orders going to many individual addresses, we will send you a spreadsheet template to collect recipient names and addresses. Address accuracy is your responsibility; see Section 7.
Custom manufacturing runs may ship up to 5% over or under the quantity ordered. This is standard across the promotional products industry. You are invoiced only for the quantity actually shipped.
If you require an exact quantity (for example, one item per registered attendee), tell us in writing before production and we will quote it as an exact-count run.
You are responsible for providing complete and accurate shipping addresses. Carriers charge address-correction fees for incorrect or incomplete addresses, and those fees are passed through to you at cost.
If a shipment is returned to us as undeliverable, refused at the destination, or unclaimed, we will contact you to arrange reshipment. Reshipment freight is billed at cost. Because decorated goods cannot be restocked, an undeliverable custom order cannot be refunded; see our Return & Refund Policy.
Inspect your shipment as soon as it arrives. If any carton shows visible damage, note the damage on the carrier's delivery receipt at the time of delivery, before signing. Freight damage that is visible at delivery and not noted on the delivery receipt is very difficult to claim against the carrier.
Report damaged, defective, or short shipments to returns@drivemg.com within 10 calendar days of delivery, with photographs of the product, the product label, and the shipping carton and label. We will reprint, replace, or refund the affected items at your choice and we pay all shipping costs on those claims. Full terms are in our Return & Refund Policy.
If a shipment is lost in transit, contact us and we will open a carrier trace. If the carrier confirms the shipment is lost, we will reproduce and reship your order at no cost to you.
Carrier transit times are estimates, not guarantees, and we do not control carrier networks. We are not responsible for delays caused by weather, natural disasters, carrier service disruptions, customs, strikes, or other circumstances beyond our reasonable control. If a delay puts your in-hands date at risk, contact us and we will work with you on alternatives, including expediting a partial shipment.
Title and risk of loss pass to you when the carrier takes possession of the goods at our facility (FOB origin), unless your written quote states otherwise. We file carrier claims on your behalf for shipments we arrange.
Oregon does not impose a general sales tax. Where we are required to collect sales or use tax in your state, it will be itemized on your quote and invoice. If your organization is tax-exempt, send us your exemption certificate before we invoice.
We may update this policy from time to time. The version posted on customcontigo.com at the time you place your order is the version that applies to that order.
Drive Marketing Group, LLC (dba Custom Contigo)
20475 SW Avery Ct, Tualatin, OR 97062
workwithus@drivemg.com ·
503.303.8499