Customer Service



Shipping

We base shipping amounts of the weight and size and where you are located (orders ship from Commack, NY 11725, USA). Items are normally shipped via USPS Priority Mail or UPS ground within 1 to 3 business days of when the order is placed. Expedited shipping may be available upon request (email us). Transit time within the US can range from 1 to 10 business days. An 8.875% sales tax must be charged for orders shipping within New York state.

Domestic Shipping

Shipping costs will be communicated during the checkout process. Delivery is intended between the 1 to 3 business days from the payment’s verification.

International Shipping

Customs and other import duties and fees may be applied to international orders when the shipment reaches destination. Such fee and charges are the responsibility of the receiver and vary from country to country. Failure to remit payment of import fees may result in the abandonment of the shipment and will result in the forfeiting of refund and replacement options. Shipping times may vary bases on the shipping location. We are not responsible for delays due to customs procedures at the destination place.

Customs, Duties & Taxes

When ordering on www.acerashop.com, client/customer is responsible for assuring that the product can be lawfully imported to the destination.

The recipient is the importer of record and must comply with all laws and regulations of the destination. Orders shipped to outside of USA may be subject to import taxes, customs duties and fees applied by the destination country. The recipient of an international shipment may be subject to import taxes, customs duties and fees, which are applied once a shipment reaches the recipient’s country. Additional charges for customs clearance must be fulfilled by the recipient; ACERA has no control over these charges, nor can ACERA predicts what they may be.

Customs policies vary widely; you should contact your local customs office for more information. When customs clearance procedures are required, it can cause delays beyond our original delivery estimates.


Warranty & Returns

In the case of item damage during initial shipping, or the item has a manufacturer defect, such as a leak from the tumbler, the inner wall or base becoming detached from the tumbler. To report a claim, please send an email to service@aceraliven.com with proof of purchase, reason for claim and pictures of your product within 48 hours of the receipt of the product. Specifically, please send a full-length photo of the front of the tumbler, the bottom of the tumbler and the claimed damage or defect area, if applicable. ACERA reserves the right to request the product to be sent to our office for additional review and to verify the claim. All shipping labels will be provided by ACERA.

Ceramic products are inherently fragile, therefore, we do not cover any breakage of any used product, or due to improper use or normal wear and tear.

If you have purchased a product from www.acerashop.com and would like to return it, a refund can be issued with the following requirements. Returned item must be delivered to us within 30 days of the date you received the item and in a brand new and unused condition from its original packaging. Return cost of the shipment is the responsibility of the buyer. Please allow 1-2 weeks for your return to be processed. 

Customers who have purchased items from a third-party retailer must initiate all returns and exchanges through the original point of purchase.

To make an eligible exchange or a return, please email us at hello@acerashop.com. Please include the order number and item you wish to return or request for a refund.