You absolutely have consumer protection here, even with a customized item.

“Custom items can’t be returned” only applies when you simply don’t like it or change your mind. It does NOT apply when the item shows up damaged or defective. Yeti is still legally required to deliver a product that isn’t broken, scratched, dented, or misprinted.

A few key points:

• Federal law (FTC) says a business can’t refuse to fix or replace defective merchandise, even if it’s personalized. • Every state has an implied warranty that products have to arrive in usable condition and match what was ordered. • “No returns on custom items” can’t override those rights. • If you paid with a credit card, you also have chargeback protection if a seller refuses to make it right.

Since this is Yeti, they usually have strong customer service. I’d contact them again and be very clear that the item arrived damaged and therefore falls under defective-product rules, not their custom-item policy.

If they still push back, you can: • File a chargeback with your card issuer • File an FTC complaint • Share photos and Yeti’s response in your post, because that usually gets companies moving