Question 1

How do I send you my logo?

Accepted Answer

Vector files are best — AI, EPS, PDF, or SVG. They scale to any cup size and let us colour-separate cleanly for the kiln. A high-resolution PNG with a transparent background also works (at least 1000 px on the longest side). Upload it with your quote, or try it live in our logo studio first.

Question 2

I only have a small or low-resolution logo file — can you still use it?

Accepted Answer

A small file may still work. We check the artwork against the chosen cup and decoration method, then tell you whether a higher-resolution file or redraw is needed. Any artwork fee is agreed before work starts.

Question 3

Will I see a proof before you produce anything?

Accepted Answer

We agree the artwork and placement before production. For a first batch, ask about a physical sample so you can check the actual form, colour and finish. The proof and sample steps for your order are confirmed in the quote.

Question 4

Single colour or full colour — what can you print?

Accepted Answer

Single-colour, full-colour and metallic options can be discussed. What works depends on the selected cup, glaze, artwork and quantity. Send your reference and we will confirm a suitable method and sample requirements.

Question 5

Where on the cup can the logo go?

Accepted Answer

Possible placements depend on the form, glaze, decoration method and food-contact areas. Send us the cup and artwork you have in mind; we will confirm suitable positions before you approve a proof.

Question 6

Can you match my exact brand colour?

Accepted Answer

A reference colour can be assessed for a custom run, but glaze and fired decoration will not match a screen exactly. We confirm feasibility, quantity, any colour-development fee and the acceptable range through a sample and quote.

Question 7

Is the logo dishwasher-safe?

Accepted Answer

Do not assume every cup or decoration is suitable for a commercial dishwasher. Tell us your washing process and we will check the selected product, finish and any available durability evidence. Metallic decoration must not go in a microwave.

Question 8

Will the logo fade or wear off over time?

Accepted Answer

Wear depends on the decoration, glaze and cleaning conditions. We can discuss fired and engraved methods for your chosen cup, then confirm the care instructions and any available test evidence before production.

Question 9

How should staff care for the cups?

Accepted Answer

Follow the care instructions for the specific cup and decoration. If your team uses a commercial dishwasher, tell us the cycle and detergents before choosing a finish. Avoid sudden temperature changes and keep metallic decoration out of microwaves.

Question 10

Are the cups microwave-safe?

Accepted Answer

It depends on the chosen piece and decoration. Do not microwave cups with gold or other metallic decoration. We confirm microwave and dishwasher care for the exact product in the quote or product instructions.

Question 11

What is your minimum order quantity (MOQ)?

Accepted Answer

MOQ depends on the cup, decoration, packaging and production partner. Send us your preferred form and approximate quantity; we will confirm the minimum and price tiers for that combination rather than applying one number across the range.

Question 12

Can I order a sample before committing to a bulk run?

Accepted Answer

A physical sample is worth discussing for a first run, especially when colour or placement matters. Availability, sample cost, timing and any credit against the final order are confirmed in the quote.

Question 13

Is there a setup, plate, or mould fee?

Accepted Answer

Setup, artwork, colour-development or mould costs depend on the design and method. We itemise applicable charges in your quote before you approve the work.

Question 14

How is pricing structured?

Accepted Answer

We quote by product, quantity, decoration, packaging and destination. Share those details and we will provide the price tiers and any setup or sample costs that apply. If you have a deadline, include it so we can confirm a response schedule.

Question 15

What is the lead time?

Accepted Answer

Production and delivery time depend on the product, decoration, quantity, sample approval and destination. Tell us your required in-hand date; we will confirm the production and shipping stages separately in the quote before you commit.

Question 16

Can you hit a hard deadline, like a store opening or event?

Accepted Answer

Tell us the date and destination as early as possible. We will check whether the selected product, sample process, production slot and shipping service can meet it before you commit a deposit. A rush option is not available for every piece.

Question 17

Do you ship to my country?

Accepted Answer

Tell us your destination and order size. We will check available shipping services, transit time and landed-cost options for that order and confirm them in the quote.

Question 18

Who handles duties and customs?

Accepted Answer

DDP or DAP arrangements may be available depending on the destination and carrier. The quote will state which party handles import charges and clearance for your order.

Question 19

What if cups arrive damaged?

Accepted Answer

Please send photographs of the affected pieces and packaging promptly. We will review the order terms and arrange the appropriate replacement or remedy for damage in transit.

Question 20

Are the cups food-safe and compliant for my market?

Accepted Answer

Food-contact requirements and available test documents must be checked for the actual material, glaze and decoration, as well as your destination market. Tell us the standard you need; we will identify the applicable product-specific evidence or say clearly if it is not available before you place an order.

Question 21

Can I return the cups if they are not right?

Accepted Answer

We do not offer voluntary returns, exchanges or refunds for a change of mind, including on ready-to-ship and business orders. Review the agreed specification and any available proof or sample before production. If goods arrive damaged, faulty or not as described, contact us so we can assess the remedy under the order terms, platform rules and applicable law. See our returns page.

Question 22

How do you control quality on a production run?

Accepted Answer

We agree the acceptance criteria, inspection steps and records for the chosen product and batch in the order specification. If you need a particular AQL level, stage photographs or a third-party inspection, include that requirement in your enquiry.

Frequently Asked Questions