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    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.

     

    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.

     

    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.

     

    WHAT IS THE WARRANTY ON STTOKE PRODUCTS?

    STTOKE offers a TWO-year limited warranty upon registration on all cups purchased from sttoke.com and authorized retailers with proof of purchase.

    This warranty covers only the manufacturer’s defects:

    1. Insulation performance issues - 2 years from warranty registration
    2. Defective surfaces/Non-polished surfaces (Not including daily usages, wear and tear)-within 3 days after receiving the product
    3. Dented products upon arrival with packaging proof (Parcel box & White box) -within 3 days after receiving the product

    Sttoke will not accept a warranty claim if the product has evidence of excessive wear or misuse.

    Sttoke does not cover any defects caused by third-party post-manufacturing material modification (such as post-purchase engraving, monogramming, etc.). 

    Please note:

    1. Please keep in mind that the manufacturer's warranty does not imply that you can mistreat your Sttoke product and expect us to replace it without any costs/charges.
    2. Daily use & normal wear and tears such as paint finishes, dents on the cups, and damaged lids as a result of drops, loss, theft, or any other mistreatment of the product or care instructions contained within the packaging (Dishwashing, microwave etc.) are not claimable under the Sttoke warranty programme.
    3. We are unable to control the movement of the parcel once an order is dispatched, thus minor damage to the packaging box upon delivery is not claimable. Please know that we have done our best to protect your parcel. And, if the damage is significant, please send an email to hello@sttoke.com and a Sttoke representative will respond to you.
    4. Sttoke reserves the right to request images of defective product validation if deemed appropriate for certain requests.

    If a covered defect is discovered, Sttoke will replace your product with the same or similar product at Sttoke's option for FREE after the visual inspection has been completed. Proof of purchase is required for all warranty claims, so be sure to hold onto your receipts.

    Note: STTOKE reserves the right to not entertain any claims if registration is not done 3 months from purchase.

    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 warranty.

     

    HOW DO I CLAIM MY WARRANTY?

    To obtain warranty service, please ensure you've registered under our warranty programme within 3 months from the purchase date. Please note that if the warranty registration is not completed within the specified time frame, Sttoke reserves the right to refuse any claim.

    To report a claim, send us an email at hello@sttoke.com to report a claim with the following supporting information and a Sttoke Service representative will contact you with the next steps:

    1. Provide proof of purchase
    2. If the product is purchased directly from our online site, kindly share your order number/ receipt
    3. If the product is purchased from a reseller/retailer, please return to your respective PIC; they will be happy to look into the warranty matter if the claim falls under warranty, kindly provide the proof of purchase/ receipt upon claiming
    4. Full-length photo of the damage/defect area (We would appreciate an explanation for the claim)
    5. The bottom of the cup

    If applicable. STTOKE reserves the right to request the product to be sent to our office for additional review and to verify the claim. All costs of return shipping the product for inspection shall be borne solely by the purchaser.

    STTOKE will review all cases. In the event that STTOKE deems a replacement is necessary, we will replace the product with the same style and size. If that product is not available, the closest style will be sent as a replacement.

     

    SHIPPING & TRACKING

    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 at hello@sttoke.com.

     

    RETURNS

    RETURN POLICY

    We regret to inform you that purchases are not returned for an exchange.  

    If you receive an item in a flawed or damaged condition, or if it doesn’t quite match the description on site, please reach out to Customer Support at hello@sttoke.com within 3 days after receiving the product.

    Where possible we will arrange for a new replacement to be sent to you or a return for a full refund of the defective item. 

    Sttoke reserves the right to reject a refund or replacement that do not comply with the above terms.

     

    *All prices are reflected in USD