FREQUENTLY ASKED QUESTIONS

GENERAL

WHAT CAN I USE MY STTOKE CUP FOR?

Take away your coffee/ Drink it on your desk/ Have a long conversation with your friend or colleague. With Greblon® Ceramic and our Double Wall Insulation, you can enjoy the sip of your beverage without the compromise of taste and temperature for up to 3 hours.

We want every sip of your beverage to taste like your first.

Drink it with Tea/ Hot Chocolate/ Juices, and be rest assured you won't have to taste your container in your beverage.

WARNING: Hot contents can create internal pressure resulting in the discharge of hot vapour. Keep the Slider (8oz &12oz) / Flip (16oz) opened for liquid above 75°C to release pressure. Always open the lid/flip with the cup in an upright position away from the face to properly release pressure before drinking.

WHAT IS A STTOKE CUP MADE OF?

STTOKE are made of high-quality, 304 food-grade stainless steel. They are BPA-free, providing a healthier and safer option to single-use paper cups. To provide a drinking experience equivalent to a ceramic cup, the interior is lined with a German engineered Greblon® Ceramic to allow your beverage to taste as it should.

CAUTION: The external of the cup is not designed for rough usage. DO NOT leave it in your bag as constant heavy friction will scratch-off coating. Kindly use the product with care as scratches caused by wear and tear are not covered under warranty.

WHAT IS THE SIZE AND WEIGHT OF THE CUP?

8oz [Spill-proof]= 11.4cm x 8.1cm x 8.4cm, weighing only 183grams

12oz [Spill-proof]= 14.4cm x 8.1cm x 8.4cm, weighing only 249grams

12oz [Leak proof]= 16.7cm x 8.8cm x 8.8cm, weighing only 243grams

16oz [Leak proof] = 18.8cm x 8.8cm x 8.8cm, weighing only 291grams

WILL A STTOKE CUP FIT INTO A COFFEE MACHINE?

Yes! The Sttoke cup with 11cm (8oz cup) would fit into any standard commercial and domestic coffee machine.

WHAT DOES "KEEP HOT UP TO 3 HOURS" MEAN?

The industry standard of insulation has calculated the drop of 100°c to 55°c. Depending on how you like your coffee/ beverage to be served at the initial temperature, the insulation hours vary.

WILL I BURN MY HAND HOLDING A STTOKE CUP WHEN IT'S HOT?

Not at all. Double-wall vacuumed insulation, means there are 2 layers to the body of the cup. The heat is separated from the inner layer and the outer layer. The vacuum in between is what keeps your cup hot for up to 3 hours.

There wouldn’t even be condensation on the outside of the cup!

PRODUCT CARE & INFORMATION

HOW DO I CLEAN MY STTOKE CUP?

Wash and rinse the product thoroughly before first use and after each use with a medium soft sponge. Rinse the lid immediately after each use with warm water. Hand-wash the body with warm soapy water. STTOKE cups are NOT dishwasher safe! Running a STTOKE through the dishwasher can cause paint to chip and the vacuum seal to become ineffective.

STORAGE: Always store cup with LID REMOVED to allow parts to dry completely. This will help keep your STTOKE looking and smelling fresh.

HOW TO CLEAN MY LID?

Contact us at hello@sttoke.com and we'll send you a guide on how to take proper care of your lid!

CAN I PUT MY STTOKE CUP INTO A DISHWASHER?

DO NOT put your STTOKE in the dishwasher as it will cause the paint to chip and the vacuum seal to become ineffective.

HOW DO I CARE FOR MY CUP?

We wouldn't recommend using a metal spoon or other sharp utensils on the Sttoke cup as the coating isn't scratch resistant. Please keep in mind that this is not covered by our warranty.

CAN I PUT MY STTOKE CUP INTO A MICROWAVE?

DO NOT put your STTOKE in the microwave as it will damage your cup and your microwave.

CAN I PUT MY STTOKE CUP IN THE REFRIGERATOR/FREEZER?

DO NOT put your STTOKE into the refrigerator/freezer as it can damage the cup and its vacuum seal.

DOES THE ANODIZING/ COATING PEEL?

Good Question!

The anodizing/ coating of a luxurious appealing premium matte finish comes at a cost. Due to its porous nature, we advise you to handle the product with care to prevent external scratches. We DO NOT advise you to leave the cup in a bag for our spill-proof version.

WHERE DOES STTOKE MANUFACTURE ITS PRODUCT?

With much research, survey, and development, our cups are thoughtfully designed in Melbourne while our state of the art application of Greblon® Ceramic is responsibly made in China, and only in China.

DOES THE SPILL-PROOF LID LEAK?

We have designed the lid to limit the leak in cases of car/ walking movements. Even if the cup falls on the table, you should only see minimal drops of liquid instead of it pouring all over the table causing a mess.

DOES THE LEAK-PROOF LID LEAK?

Great news! Our newly launched lid is 100% leak-proof to ensure your daily commute are hassle-free. Our product team have tested it and it’s TRUE! Bye-bye to anxiety and hello to leakproof!

CAN A STTOKE CUP BE RECYCLED AT THE END OF ITS USE?

Good, and an Important question!

As mentioned, STTOKE is made of high-quality, 304 food-grade stainless steel. And stainless steel is actively recycled on a large scale around the world by recyclers who collect and process scrap (recycled stainless steel) for re-melting all around the world.

Find out more at the Australian Stainless Steel Development Association.

WHAT IS THE SIZE OF THE STTOTE BAG?

Our Sttote bag is made of canvas and measures 40 (length) x 30 (height) x 15 (width). It has enough space for a 15-inch laptop, iPad, tablets, or similar-sized items, as well as other belongings such as a Sttoke cup, wallet, keys, water bottle, phone, and makeup set.

HOW DO I CARE FOR MY STTOTE BAG?

Tips from the experts, clean your bag with damp/dry soft clothes and let it air dry. Be careful not to scrub too forcefully. Please take note that the bag should NOT be machine washed/ handwash (fully immersed/soaked in water)

When not in use, store your bag in a well-ventilated spacer bag with a cotton cloth to prevent dust buildup. You can even roll your sweaters inside your bag to help them to maintain their shape.

I ACCIDENTALLY SPILLED MY BEVERAGE IN MY STTOTE BAG

It happens to all of us, for sure. But, don't worry! We have your back. Follow these steps to clean the stains:

A.Stain inside your bag
You have it under control! Use damp wipes or a towel to scrub the stains a few times. Last step, take another clean with damp wipes/ towel to clean up.

B. Stain outside your bag
Step 1: Take a deep breathe as all is good
Step 2: Immediately use damp wipes/a towel to wash the stain with some water
Step 3: Gently scrub the stain with a soft brush or sponge using a FOAMIES Multi-Purpose Foam Cleaner.
Step 4: You are ready to wash up once you can see the stains starting to come out. Repeat step 2 to thoroughly clean your bag.

Please keep in mind not to dry them with a machine dryer as it would damage the fabric.

Instead, we recommend letting the bag air dry and leaving it overnight. For best results, hang it near where the sun shines in or spot (not directly under) with a nice breeze.

WARRANTY

MY STTOKE LID IS LEAKING

STTOKE 8oz and 12oz cup lids are designed to be spill-resistant so you don’t have to worry about any major spills. However, it’s not designed to be completely leak-proof. There is a tiny steam hold on the top of the slider piece, so be sure to keep your cup upright when you’re on the go and DO NOT put it in your bag slanted.

And great news, we have launched a new model of the 16oz size which is 100% leak-proof. You can put 16oz cups in your bag with our care pouch to prevent the coating from being scratched off by rough surfaces. Do write to our team at hello@sttoke.com to get a small surprise.

I LOST A PART OF MY STTOKE AND WHERE CAN I GET A REPLACEMENT?

Replacement for any misplaced lids can be purchased here.

MY STTOKE HAS SMELL & STAINS ON THE CERAMIC INTERIOR, WHAT DO I DO?

Our cups are designed with German-made Greblon Ceramic hence, they are odourless and does not have stains. If you regularly use your Sttoke with Coffee or Tea, you may begin to see some discolouration/staining on the ceramic interior or a lingering smell. We suggest using baking soda and lemon juice, or household vinegar to clean your Sttoke product naturally for thirty minutes, which should help eliminate the odour and stain. If this does not work, please let us know.

Again, we wouldn’t recommend using a hard sponge/ metal spoon or other sharp utensils that might scratch the coating when you do the washing. Please keep in mind that this is not covered by our warranty.

WASHING INSTRUCTIONS

Send us a message to hello@sttoke.com and we will send you a proper video to wash the cup to eliminate odor.

I BOUGHT MY CUP FROM A RETAILER/ RESELLER

We wholly support our global partners to care for all of our customers, and we recommend that you contact the retailer/reseller where you purchased your cup to get a warranty replacement, as this will expedite the process. Please remember to keep your receipt/proof of purchase in order to be eligible for a claim. A soft copy is an efficient way to keep a record.

THE CUP I RECEIVED HAS A MANUFACTURING DEFECT

All item(s) we sell to you are inspected thoroughly before we ship out. However, if you received any item(s) with manufacturing defects, we do guarantee a free replacement item (proof of purchase is required).

You will get a replacement item with the same/ similar range of products. Send a message at hello@sttoke.com with proof of picture/video to claim your replacement item.  

Click here to see what is covered under the Sttoke warranty.

CAUTION

The external of the cup is not designed for rough usage. DO NOT leave it in your bag as constant heavy friction will scratch-off coating. Kindly use the product with care as wear and tear that causes scratches is not covered under the Sttoke warranty policy.

SHIPPING & TRACKING

HOW DOES 2-DAY SHIPPING WORK?

Our 2-day shipping (Monday- Friday) is only available for U.S customers (plus 1-2 processing days).

Please take note, that it's only on eligible item(s). If the item(s) you have selected is eligible, you will be able to select the 2-Day Shipping option after you checkout.

We regret to inform you that we are unable to deliver to PO boxes addresses for the 2-day shipping option. You will need to select Standard Shipping.

Please keep in mind that orders placed on late Fridays, weekends & holidays will be processed on the next business day.

Here's the breakdown of the fast shipping option. For orders:
· Below $75 USD, pay $9.90+ $4.99
· Above $75 USD, pay $4.99

WHY DIDN'T MY ORDER SHOW UP IN 2 DAYS?

Your order may have been placed on late Fridays, weekends & holidays. In that case, we will process it on the next business day.

On a rare occasion, your order can arrive outside the estimated delivery timeframe. Send us a message at hello@sttoke.com if your order didn't reach you within 3 business days.

WILL I RECEIVE A NOTIFICATION OR A TRACKING NUMBER WHEN MY ORDER SHIPS?

Yes. A shipment tracking number will be sent to you via email once your order has been processed.

WHERE IS MY ORDER?

We are a small business, and our goals revolve around sustainability therefore we do believe in rest on the weekends.

Whilst we do aim for the next business day, kindly allow 3 business days for the team to process your orders during busy periods. This is also subjected to time zone differences which will differ from one country to another, so do allow us some time to make it up for the time difference.

Tracking information will be sent to you once your order is out for delivery.

Estimated delivery times can be found HERE.

IMPORTANT SHIPPING INFORMATION

We have no control over your parcel once it has been dispatched, and we are not responsible for any delays caused by customs clearance in the destination country.

Orders cannot be redirected once dispatched.

Orders may be subject to local customs charges. Once the parcel arrives country of destination, recipients are responsible for any custom, import duties and associated fees. For more information about your country’s customs policies, please contact your local customs office.

WHY DOES MY TRACKING LINK DOES NOT UPDATE REGULARLY?

It is completely normal for tracking updates to pause during transit to the country of destination.

IF YOU’VE CHANGED YOUR MIND ABOUT YOUR ORDER

If you need to make changes to your order, please email us hello@sttoke.com with your order number and details within the next six (6) hours after an order has been placed. Any cancellation after six (6) hours will not be entertained as the order has been processed and is ready to ship out.

Our goal is to send our orders to each customer as soon as possible! As a result, if we are unable to change orders after they have been placed, we regret the inconvenience!

Order cancellations are only allowed for acceptable/valid reasons and reasons for the cancellation is requested.

Please know that we are unable to cancel orders once they are dispatched and cannot be re-directed.

In the event of any approved cancellation, as we run a fair business, you‘ll be getting a full refund excluding 3.5% of the payment processing fees.

MY TRACKING SAYS “DELIVERED” BUT I DIDN’T RECEIVE ANYTHING

Sometimes shipping services will mark a package as delivered before they actually drop it off. If you still do not have your delivery after 3 business days of it being marked as "delivered", please contact us at hello@sttoke.com.

Additionally, please view the carrier website for any potential service delays in your area that could be affecting your shipment (hurricanes, fires, floods, snow, etc).

I THINK MY ORDER IS LOST, WHAT DO I DO?

If you suspect your order from www.sttoke.com has been lost or misplaced, we suggest that you reach out to the carrier with your order tracking information first, before giving us a call. This matter can be resolved faster when you contact the carrier directly. If you still need assistance, please feel free to contact our Customer Service Team athello@sttoke.com.

RETURNS

I WANT TO RETURN MY ORDER

Did you buy the wrong item? We are sorry to hear that. 

We do apologise as we're only able to offer this service to customers in the United States via our STTOKE International website (https://sttoke.com/), as we do not have facilities to facilitate this service outside the U.S.

To request a return, you must reach out to hello@sttoke.com within 14 days of receiving the items (referring to the delivery date of your tracking). We do not offer free returns hence, the cost of return will be on you.

After obtaining confirmation from us, you will be required to return the parcel and share tracking details at hello@sttoke.com within 14 days.

A full refund will be sent to you (excludes processing fee) once the parcel is returned back to us. Allow 7-10 business days for this process. Return requests will be cancelled if the return parcel is not sent back to us within 14 days of our return confirmation.

Send us a picture & video of the unused item(s) with Sttoke's original packaging to hello@sttoke.com to proceed with the return. Click here to see our return policy.

MONEY BACK GUARANTEE

WHAT IS STTOKE'S 30 DAYS MONEY-BACK GUARANTEE?

If the item(s) you received does not work well (elaborated below), you can request a refund/ a replacement item with the same/ similar range of products within 30 days of receiving the parcel (following the delivery date of your tracking link).

 

If the item(s) you receive have : 

(a) Insulation problem (loses its ability to keep hot/cold as per our disclaimer)

(b) Airflow issues with the spillproof lid

(c) Loose rubber base

(d) Leakproof lid leaks

 

CAUTION

The external of the cup is not designed for rough usage. DO NOT leave it in your bag as constant heavy friction will scratch-off coating. Kindly use the product with care as wear and tear that causes scratches is not covered under the Sttoke warranty policy.

HOW TO CLAIM A MONEY-BACK GUARANTEE?

Your order number/proof of purchase with sufficient picture/video is needed for a refund. On approved refunds by Sttoke representative, you will be refunded with the full amount (including shipping cost) excluding the processing fee. Do allow 7-10 business days for your refund to process. Click here to see our Terms & Conditions on money-back policy. 

 

Also, if you are not keen on the refund process, we offer a free replacement item. The replacement product will be of the same/ similar range of items. Please see above for details on warranty replacements.

 

To request a refund, reach out to hello@sttoke.com and Sttoke representative will get in touch with you. 

 

CAUTION

The external of the cup is not designed for rough usage. DO NOT leave it in your bag as constant heavy friction will scratch-off coating. Kindly use the product with care as wear and tear that causes scratches is not covered under the Sttoke warranty policy.