To use the Tervis tumbler lifetime guarantee replacement form, go to tervis.com/lifetime-guarantee, complete the form online, print the confirmation page with its barcode, and mail your defective tumbler to Tervis at your own expense. Processing takes 30 business days from the date Tervis receives your package, and replacement drinkware typically arrives four to six weeks after you submit the form.
Before You Start the Form
The lifetime guarantee covers the Classic line of double-walled Tritan plastic tumblers and mugs for confirmed defects in material or workmanship. In practice, that means seal failure (moisture pooling between the walls), cracking within the walls, or decoration failure where the printed design separates or deteriorates beyond normal fading.
Everyday wear is not covered. Fading, scratching, and staining from years of use fall outside the guarantee, as does damage from improper care. Lids, straws, and handles are not covered at all, no matter when you bought them. The Legacy Classic Water Bottle is also specifically excluded, while the Venture Lite Water Bottle is covered. If you’re unsure whether your product qualifies, email customercare@tervis.com before shipping. Any item Tervis determines is not covered will be recycled rather than returned.
Stainless Steel Has a Different Guarantee
Tervis Traveler and Tervis Venture stainless steel products (the ones with “TERVIS” in all caps on them) carry a two-year limited guarantee, not a lifetime one. It covers only two problems: failure to maintain thermal performance to Tervis standards, or DuraPrint coating that chips, peels, or fades despite normal use. The two-year clock runs from the date of manufacture, not your purchase date. Stainless steel claims use the same online form; when you reach the material field, select “Stainless Steel” and choose either “Stainless Steel Thermal Defect” or “Chipping/Peeling” as the product issue.
Filling Out the Form
The form is entirely digital. You complete it online, then print the confirmation to include with your shipment. One rule matters more than the others: handwritten changes on the printed form will not be processed. If you make a mistake, submit a new form online rather than crossing anything out on paper.
Your Contact and Shipping Details
The top of the form asks for first name, last name, company name if applicable, street address, city, state, ZIP code, phone number, and email. The form asks you to enter your email twice to catch typos. Get this right. Tervis sends all status updates and credit notifications electronically, so a wrong email means you won’t hear anything after your package is delivered.
Product Details
You can list up to six products on a single form. For each item, you’ll enter:
- Design description (the name or description of the pattern on the tumbler)
- Quantity of that specific design
- Material: Classic (Tritan Plastic) or Stainless Steel
- Size, meaning capacity such as 16 oz or 24 oz
- Product issue: Cracked, Decoration Fail, Seal Failure, Stainless Steel Thermal Defect, or Chipping/Peeling
- Guarantee option: “Receive Credit” or “Reuse decoration (+$12.50)”
Returning more than six items? Submit a second form and ship those items separately with their own printed confirmation.
Credit or Reuse Decoration: The One Choice You Can’t Undo
This is the decision on the form you can’t reverse after mailing, and it matters more than it looks.
Receive Credit is free. Tervis recycles your defective tumbler and issues store credit toward an equivalent product. Once the tumbler is recycled, any custom or licensed decoration on it is gone. If your design has been discontinued, you won’t get it back; you’ll get credit toward a current product instead. For discontinued designs where you don’t mind a different look, Tervis replaces with the closest available item at no cost under this option.
Reuse Decoration (+$12.50) means Tervis peels the existing decoration off your broken tumbler and applies it to a new one. It’s worth the $12.50 per item if your tumbler carries a design you can’t replace, such as a retired licensed pattern, a custom photo wrap, or a personalized design.
Packing and Shipping the Tumbler
After you submit the form online, print the confirmation page. It includes a pre-addressed label with a barcode. Affix that label to the outside of your package. Tervis does not provide prepaid postage, so shipping is on you through the carrier of your choice.
A few things to do before the package leaves your hands:
- Use a shipping method with tracking. Without it, a package lost in transit leaves you no way to follow up.
- Pack the tumbler carefully. Tervis needs to visually inspect the defect, and a shattered tumbler is harder to verify.
- Put the printed confirmation inside the box. The barcode is how the intake team matches your physical shipment to your electronic submission.
Processing Time and What Comes Back
Tervis lists processing at 30 business days from the date they receive your package, and the company suggests allowing four to six weeks total for the replacement to arrive. Holiday seasons and promotional periods can push that longer.
Once the claims team confirms the defect qualifies, what happens next depends on the option you picked. If you chose credit, you’ll get an email with store credit to use on tervis.com. If you chose reuse decoration, Tervis transfers your design to a new tumbler and ships it to the address on your form. Either way, updates arrive by email.
Keeping Your Coverage Intact
Damage from improper care voids the guarantee, so following Tervis’s care instructions protects your eligibility for future replacements. Classic insulated drinkware is dishwasher safe, but Tervis recommends the top rack, or positioning the tumbler away from the bottom heating element if it’s too tall for the upper shelf.
Microwave rules depend on what’s printed on the bottom of the tumbler. Products with no microwave warning are safe for up to 30 seconds at a time without a lid. Products marked “Microwave When Full” can only go in when filled with liquid to within an inch of the top. Products marked “Do Not Microwave” contain metallic elements and should never go in. Damage from ignoring those markings counts as misuse, not a manufacturing defect, and won’t be replaced.