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Order Information

What is my order status?

If you have placed an order with us, you can always check the status of your order by logging into your customer account. To login to your account, navigate to www.stanley-pmi.com/login and enter your username and password. Once logged in, select Recent Orders. Here you will see a listing of your most recent orders. Select Show Details to see your order details. Here you will see your Shipping Status. If your order has shipped, you can find your Shipping Tracking Code here as well.

What payment methods can I use?

We accept Credit Card payments through our secure payment gateway. We currently accept Visa, Mastercard and American Express.

Does my billing address have to match the address on file with my credit card?

For your financial protection, we require that your billing address match the billing address of the credit or debit card that you wish to use during checkout.

Why is my credit card being rejected?

If your credit card is not working with our checkout process, please first check the following:

- You entered the information Correctly.

- Your address that you used matches the one that you have on file.

- You have not reached your credit limit.

- Your card has not expired.

What to do now?

Double check that you’ve entered all your information correctly. If you are still being rejected, then contact your credit card company. If your card has been flagged for anything illegal or suspicious, they will likely get in touch with you.

How do I get a copy of my invoice?

If you have placed an order with us, an order confirmation will be sent automatically to your customer email address. You can retrieve a copy of this invoice by logging into your customer account. To login to your account, navigate to www.stanley-pmi.com/login and enter your username and password. Once logged in, select Recent Orders. Here you will see a listing of your most recent orders. Select Show Details to see your order details. To resend an invoice receipt, select Resend Receipt. A copy of your invoice will be sent to your account email.

What do I do if I forget my account password?

To retrieve a forgotten password, you can navigate to the Sign In button in the upper right hand corner of the site and select the Forgot Password link. You will then be prompted to enter your Email Address.

Once you select Reset, an auto generated email will be sent with a “reset Password” link.

When you select the Reset Password link, you will be directed to the Reset password page. Here you can input and save your new password.

How will you know where and how to send my physical product?

During the checkout process, you will be prompted to select the following:

- Enter your shipping address that you wish your order to be sent to.

- Select a shipping option.

Your products will be shipped to you to your specified shipping address by the selected shipping method.

Shipping Information

Has my order shipped?

If you have placed an order with us, you can always check the status of your order by logging into your customer account. To login to your account, navigate to www.stanley-pmi.com/login and enter your username and password. Once logged in, select Recent Orders. Here you will see a listing of your most recent orders. Select Show Details to see your order details. Here you will see your Shipping Status. If your order has shipped, the status of your order will be “Shipped”.

How do I get my tracking number?

To retrieve your tracking code for an order you have placed with us, you can log into your account. To login to your account, navigate to www.stanley-pmi.com/login and enter your username and password. Once logged in, select Recent Orders. Here you will see a listing of your most recent orders. Select Show Details to see your order details. Here you will see your Shipping Status. If your order has shipped, you can find your Shipping Tracking Code here as well.

Do you ship to my country?

Unless it’s the US of A, NO.

I live outside the US. Do I have to pay customs fees?

You would, if we shipped to you.

When will my backorder ship?

Although we try to maintain inventory of all products in the warehouse, occasionally an item will be backordered. Normally, additional stock will become available within a week. You will receive an email as soon as your product ships. If you purchased using a credit card, you will not be charged until your order has been shipped.

Can I change my shipping address?

Unfortunately, you cannot change your shipping address after you submit your order. Orders with physical shipments are immediately sent to the fulfillment agency when they are submitted and our system can no longer retrieve or change them. If your shipment is not successfully delivered it will be returned to the fulfillment warehouse and a credit will be made to your account.

Can I change my shipping method?

Unfortunately, you cannot change your shipping method after you submit your order. Orders with physical shipments are immediately sent to the fulfillment agency when they are submitted and our system can no longer retrieve or change them.

Product Questions

Are your products BPA-free?

Yes. The vast majority of our products are made using food grade 18/8 Stainless Steel (also known as 304) which is naturally BPA free. eCycle® is our proprietary mixture of 100% recycled plastics and is also BPA-free. Each and every product we make is FDA tested and safe.

What is vacuum insulation?

Vacuum insulation is the process of removing the air between an inner and outer wall to provide better insulation performance. This form of thermal insulation consists of a nearly gas-tight enclosure surrounding a core from which the air has been evacuated. Creating a vacuum helps to eliminate the transfer of heat energy through convection since the gas molecules it relies on have been removed.

What is double wall insulation?

Double wall insulated products feature an inner and outer wall. As a result, beverages stay cold or hot longer than they would in a single wall vessel. Also, it helps prevent sweating (although they may still form sweat/condensation if they go through an extreme temperature change).

What is the difference between leak-proof and leak-resistant?

Our leak-proof items have been tested to ensure that they are leak-proof. Our leak-resistant items are meant to prevent spills. Although we do not recommend placing your leak-resistant product in a bag, we do think they make great car-cup and desktop mugs. We will not label and item ‘leak-proof’ unless it has been put through rigorous testing.

How do I get the best performance (hot/cold retention) from my vacuum bottle? (Stanley Only)

Preheat or precool your vacuum bottle, mug or food jar by filling it with warm or cold tap water. Let stand for five minutes. Empty bottle and immediately fill with your favorite hot or cold beverage. Lastly, secure the stopper and lid as quickly as possible to avoid heat loss.

How should I clean my product?

Please check the bottom of your product to see if it is dishwasher safe. If not, we recommend hand washing. Be sure to wash your product before first use.
1) Fill with warm water and mild detergent.
2) Let stand for 5 minutes.
3) Wash with a soft, damp cloth or sponge.
4) Rinse and dry with a clean towel.
Your product may need a deep clean occasionally. For this we recommend letting a mixture of one part baking soda and one part warm water soak for up to an hour. After rinsing out this mixture, clean with mild detergent.

Is my product dishwasher safe?

The bottom of your product will indicate that if it is dishwasher safe. For these products we always recommend that you put them on the top rack. Please hand-wash any items that are not dishwasher safe.

Is my product microwave safe?

The vast majority of our products are made using stainless steel. Even items where stainless steel is not the main body material there may still be stainless steel in the hinges, handles and other places. As a result, it is not recommended that you put our products in the microwave. Doing so can result in damage to your product and appliance.

Can I put my product in the freezer?

We do not recommend putting any of our products in the freezer. Liquids expand as they freeze and your item will not return to its original shape (let’s be honest, most of us don’t). This expansion can result in damage to your product that will affect its functionality, thermals and seals.

Is my product covered under a warranty or guarantee?

Yes, please see our warranty page.

Where are your products manufactured?

Our headquarters is located in Seattle, WA, though we have offices all over the world to service and support our customers. Our products are responsibly manufactured in China. We source materials from all over the world. Click here to learn more about how we manufacture our products.

Why are the new bottles so much lighter?

Prior to 2009 Stanley vacuum insulated products (including bottles and food jars) utilized Char‐Vac® insulation. This insulation technology packed charcoal between the inner and outer steel walls while drawing the vacuum. In 2009 charcoal was removed from all of our products due to its impact on manufacturing and the environment. Since then, higher grade stainless steel along with better design, welding, and vacuum technologies have been implemented to maintain durability and increase thermal properties.

Returns & Cancellations

How do I request a refund?

Call customer service at 800-251-4535, 7am-5pm PST Monday-Friday

How do I cancel my order?

Call customer service at 800-251-4535, 7am-5pm PST Monday-Friday

When will I see my credit appear in my account?

Call customer service at 800-251-4535, 7am-5pm PST Monday-Friday

Can I get a replacement order?

Call customer service at 800-251-4535, 7am-5pm PST Monday-Friday

How do I ship my return?

Call customer service at 800-251-4535, 7am-5pm PST Monday-Friday

Privacy & Security

Is my product covered under a warranty or guarantee?

Stanley Products are warranted to be free from any defect in workmanship or materials and to be thermally efficient, provided they are used according to the instructions. This warranty does not cover component parts or malfunction due to alteration or accident. For more information regarding proper use, please see the care and use instructions that were provided with your product.

How do I file a warranty claim?

If you have any questions regarding your Stanley product, please call our customer service department at 1-800-251-4535. To file a warranty claim, please complete the form below.

Can I get replacement parts?

If you have any questions regarding replacement parts for your Stanley product, please call our customer service department at 1-800-251-4535, or complete the form below.

Have more questions? Email us!

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