01

Our 100% Smile Guarantee

We stand behind every product we sell. If you're not completely happy with your Forge HQ purchase, we will make it right — no questions asked, no runaround, no fine print.

All eligible orders are covered by our 100% Smile Guarantee, which includes hassle-free returns, timely refunds, and a straightforward exchange process — all within 30 days of delivery.

02

What's Eligible

To qualify for a return, refund, or exchange, your item must meet all of the following conditions:

• Purchased directly from forgehq.us.
• Initiated within 30 days of the delivery date.
• In original, unused condition — not used, washed, or damaged after receipt.
• In its original packaging with all included accessories (lid, straw, etc.).

The following items are not eligible:

• Items marked as 'Final Sale' or 'Clearance'.
• Customized or personalized products.
• Items purchased from unauthorized third-party sellers.
• Items returned after the 30-day window.
• Items showing signs of use, damage, or modification after delivery.

03

How to Start a Return or Exchange

The process is simple and takes less than 2 minutes:

• Step 1: Visit forgehq.us/returns and enter your order number and email address.
• Step 2: Select the item(s) you want to return or exchange and tell us the reason.
• Step 3: Once approved, we'll email you a prepaid return shipping label within 1–2 business days — returning costs you nothing.
• Step 4: Pack your item securely and drop it off with the carrier.

You can also contact us directly at support@forgehq.us or via our 24/7 live chat and we'll handle everything for you.

04

Refunds — Processing & Timeline

Once we receive and inspect your returned item, your refund will be processed within 3–5 business days back to your original payment method. Here's what to expect by payment type:

• Credit / Debit Card: 3–5 business days after processing.
• Shop Pay / Apple Pay / Google Pay: 3–5 business days after processing.
• PayPal: 1–3 business days after processing.

Please allow an additional 3–5 banking days for the credit to appear on your statement after it has been processed. You will receive a confirmation email the moment your refund is issued.

We do not issue refunds as store credit unless specifically requested by the customer. Original shipping fees are non-refundable unless the return is due to our error.

05

Exchanges — How It Works

We don't currently offer direct product swaps, but getting the right item is easy:

• Step 1: Return your original item using the process above — your prepaid label is included.
• Step 2: Place a new order for the item or size you'd like at forgehq.us.
• Step 3: Your refund will be processed within 3–5 business days and can be applied toward your new order.

The WC26 x Forge Surge™ Tumbler is available in 30oz and 40oz. If you need to swap sizes or switch products, reach out and we'll make the process as seamless as possible.

06

Damaged, Defective, or Wrong Items

If your order arrives damaged, defective, or incorrect, contact us within 7 days of delivery with:

• Your order number.
• A clear photo of the item showing the issue.
• A brief description of the problem.

We will immediately arrange a free replacement or full refund at no cost to you — no return shipping required. We don't make you jump through hoops for something that's our responsibility. We make it right. Every time.

07

Warranty Returns

All Forge HQ products are covered by a 1-Year Warranty against defects in materials and workmanship, including thermal performance degradation. Warranty claims are handled separately from standard returns and are not subject to the 30-day window.

To submit a warranty claim:

• Visit forgehq.us/warranty or contact us via 24/7 live chat.
• Provide your order number, a photo of the defect, and a photo of the product base.
• Claims are reviewed within 5–7 business days.
• Approved claims result in a free replacement — including shipping.

08

Return Shipping Costs

Forge HQ provides a prepaid return label for all approved returns at no charge to you. You will never pay to return an eligible item.

Original shipping costs are non-refundable, except in cases where the return is the result of our error — such as a wrong item sent, a defective product, or a damaged delivery.

09

Non-Returnable Situations

We are unable to process returns, refunds, or exchanges in the following situations:

• The item was returned without prior approval from our team.
• The return is initiated after the 30-day window from delivery.
• The item has been used, modified, or damaged after delivery.
• The item was purchased from an unauthorized third-party seller.
• The item is marked as Final Sale or Clearance.

If you're unsure whether your situation qualifies, just reach out. We'd much rather find a solution than leave you without one.