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This page is: Moose Mugs: BROKEN/DEFECTIVE DETAILS
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PLEASE LET US KNOW!!!

In all cases listed below, for refunds or for replacements,

please contact us FIRST

(with details of the problem you have encountered).

We will do our best to resolve the problem, as quickly as possible.

We will not accept any returns which have not been assigned a "Return Authorization #" (RA#) by us.

If you have received your order and the Moose Mugs are broken or damaged or you just want to return your order, we need to know.  Please follow the instructions below.

 

Quick links:

1. Eggnog Cups (retired in 2005) with DETACHED antlers/snout
                  - quick link to instructions on how to RE-ATTACH antlers/snouts, just click here.

2. Broken/smashed Moose Mugs, click here.

3. Moose Mugs not broken/not defective but want to return them, click here.

 

 


Please open all of your Moose Mugs as soon as you receive them.  Damages must be reported within 48 hours of receiving shipment.

After 48 hours, we will not provide replacements/refunds for Moose Mugs that are damaged.  Please retain all original packing materials and boxes provided.  They may be needed for inspection by the shipping company.

 


1. Eggnog Cups (retired in 2005) with detached antlers/snout

For each Eggnog Cup where the either (or both) of the antlers or the snout has detached from the goblet (but the goblet is not shattered), the Eggnog Cup can be easily fixed.

To quickly re-attach the parts, please use the following instructions:
Our glassblower recommends a 3 star (***) glass glue.  The glue we recommend is LEPAGE (#12) 5 MINUTE EPOXY, Syringe Glue.  This glue is a 2 part epoxy, is super strong, water resistant, and dries transparent.  Bonds glass (as well as other materials) quickly and permanently.  Sets in 5 minutes at room temperature.  Maximum strength reached in 24 hours.  It sells here in Canada for about CAD$5.25 for a 25ml size.  There should be a USA equivalent of this LEPAGE product.  If you can't find an equivalent product, let us know and we will send you a package of this glue.

One customer mentioned that she found (and used successfully) a 'rear view mirror adhesive re-mount kit' at Wal-Mart.  The brand name of the product was Cipa Mirrors.  It was a 2 stage epoxy system, which proved to be very strong after it dried/cured properly.

Directions
1. You have to clean off the existing adhesive from both the goblet itself (keep a note of where the antlers/snout were attached so you can put them back there again) and from the ends of the antlers/snout.
For any adhesive left on the goblet, just use ordinary glass cleaner (ammonia) to clean up the goblet.
For any adhesive left on the antlers/snout, just use ordinary glass cleaner (ammonia) and a butter knife to scrap off the adhesive.  Do each antler one at a time.
Before reapplying the parts, make sure all surfaces are clean and DRY - NO fingerprints (natural human oil can keep glue from sticking properly) and NO glass cleaner (ammonia - if present - may degrade the glue).  Wash surfaces with soap and water.  Rinse and let dry.

2. Following instructions on back of GLUE package very closely, mix, then apply the GLUE to the end of the antler/snout.

3. Carefully place the end of the antler up against the goblet where the antler used to be (in the center of the goblet - centered from front to back, at about 1/2" from the top of the goblet).  Make sure the front of the antler is pointing to the front of the 'eggnog cup'.  For the snout, make sure to replace with the eyes up.

Repeat for both antlers, if both have come off.  Hold piece being re-glued in place TIGHTLY for at least 2 minutes, without moving.
 For maximum hold, let sit for up to 24 hours.

 


2. Broken/smashed Moose Mugs

Although it is rare (due to ruggedness of these Moose Mugs and the way they are securely packaged), in the event you receive a broken or smashed Moose Mug, we will happily replace (or provide a refund for) these for you (at no cost to you).

After contacting us and receiving your RA# from us, please forward us a clear digital photograph of the broken Moose Mug, so our glassblower can determine why this mug failed.  Once we have received the picture and passed it on to our glassblower, we will get a replacement mug (or a refund) out to you right away.  Please forward/confirm the address we will be shipping the replacement Moose Mug to.  

We will not require the broken Moose Mug to be returned.  Once you have received your new Moose Mug, you can throw away the broken one.  Please dispose of it safely.

If you would like a refund (vs. replacement Moose Mugs) for your broken/damaged Moose Mugs, we will be happy to refund your money, in full.  We again apologize for the inconvenience of receiving broken or damaged Moose Mugs.  We agree that this is not a great way to receive something you have waited this long for - we certainly did not intend these Moose Mugs to be delivered in this condition.

 


3. Moose Mugs not broken/not defective but you want to return them

Note: Due to obvious hygienic reasons, there is no return on Moose Mugs that have been used.

After contacting us and receiving your RA# from us, we will have you return the Moose Mugs to us.  We will forward you our USA return address, for the Moose Mugs to be returned to (please do not ship them to our Canada address).

The shipping cost of returning unwanted orders is the responsibility of the customer.

To insure that your Moose Mugs come back intact, please wrap them carefully, in the original packaging, to make sure they don't bounce around in the box(es).  Please include your RA# ON YOUR PACKAGING.

After we receive your return intact, (as noted in our 'Return Policy') we will gladly issue you (your choice of) a refund, a credit, or an exchange of equal value from other products available on our website, for the total product purchase price of the returned order.  Unfortunately, we cannot reimburse you for the original shipping charges.  For those items marked as 'FREE SHIPPING', the shipping cost portion of the total purchase price cannot be reimbursed.

 

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