FAQ

FREQUENTLY ASKED QUESTIONS


YOUR ACCOUNT

HOW DO I CREATE AN ACCOUNT?

While you can still shop without an account, having an account lets you track your orders more efficiently and receive updates on your orders.


To create an account, follow these steps:

    • Go to the Create an Account page by clicking on this link. Fill up the boxes to sign up for an account.

 

HOW DO I MANAGE MY ACCOUNT?

To modify your account information online, click this link and enter your username and password. Once logged in, click the profile icon located on the upper right corner of the screen and select "Account Details."

 

FORGOT YOUR PASSWORD

To retrieve a forgotten password, you can click this link. You will then be prompted to enter your Email Address. Once you select Submit, an auto-generated email is 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.

ORDERING

HOW DO I PLACE AN ORDER?

To place an order, please follow these steps:


1. Select Item(s)

        • After spotting an item you like, select your preferred color (if available) and indicate quantity. Proceed by clicking "Add to cart" or "Buy it Now."


2. Review Item(s) in Cart

        • If you changed your mind about an item and want to remove it, go to your cart order and click "Remove" on the product image's right side.

3. Check Out

        • Once you have all your preferred item(s) in the cart, click "Check Out."
        • Input a voucher code (if you have one), your shipping option and address, payment method, and billing information.

4. Confirm Order

        • After reviewing your order, scroll to the bottom of the page, then click "Pay Now" to submit your order.
          • You should receive an email confirming your order within a couple of hours. We'll get in touch again after one or two days when your package is out for delivery.

CAN I USE MORE THAN ONE DISCOUNT/VOUCHER CODE?

You can only use one discount/voucher code at a time.

 

CAN I USE DISCOUNT CODE(S) ON SALE, CLEARANCE & EXCLUSIVE ITEMS?

Discount code(s) do not apply on Sale or Clearance Items, taxes, shipping and cannot be combined with any other offers. Select products may be excluded from discounts.

 

WHAT PAYMENT METHODS CAN I USE?

We accept Credit Card payments through our secure payment gateway. We currently accept:
    • Visa, Mastercard, American Express, Discover, JCB, Diner's Club
    • Shop Pay
    • Apple Pay
    • Google Pay

 

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.


1. To login to your account, click this link and enter your username and password.

2. Once logged in, you will see a listing of your most recent orders under "Order History."

3. Select the order number 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.

 

CAN I CHECK OUT WITHOUT CREATING AN ACCOUNT?

You can order as Guest. Order confirmation emails and order-related communication will be sent to the email address you provide during Guest Checkout. Just make sure you provide a valid email address.

 

WHY IS MY CREDIT CARD BEING REJECTED?

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


1. You entered the information correctly.

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

3. You have not reached your credit limit.

4. Your card has not expired.

What to do now?

Double-check that you've entered all your information correctly. If you are still having payment issues, 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.

 

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 credit or debit card's billing address that you wish to use during checkout.
Unfortunately, we do not ship outside of Canada. Orders with an international billing address will not be processed at this time.

 

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.


1. Log into your customer account, click this link and enter your username and password.

2. Once logged in, you will see a listing of your most recent orders under "Order History."

3. Click on the order number to see more information about your order.

4. To get a copy of your invoice receipt, you can either print the order details screen or contact us to re-send the order confirmation email.

 

HOW WILL YOU KNOW WHERE AND HOW TO SEND MY PHYSICAL PRODUCT?

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

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

2. Select a shipping option.

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


SHIPPING

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.


1. To login to your account, click this link and enter your username and password.

2. Once logged in, you will see a listing of your most recent orders under "Order History."

3. Select the order number 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.

 

WHEN WILL MY ORDER SHIP?

UPS Ground – delivered in 5-7 business days

 

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.


1. To login to your account, click this link and enter your username and password.

2. Once logged in, you will see a listing of your most recent orders under "Order History."

3. Select the order number 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?

We ship to addresses within Canada and Canadian Territories only.

 

I LIVE OUTSIDE CANADA. DO I HAVE TO PAY CUSTOMS FEES?

Unfortunately, we do not ship internationally at this time. Please email us at info@stanley-pmi.com, and we'll check if we can connect you with a distributor in your country. For more information on the latest happenings with our brand and products, like or follow us online:


Facebook: StanleyBrand

Instagram: @Stanley_brand

Twitter: @Stanleybrand

 

WHEN WILL MY BACKORDER SHIP?

Although we try to maintain inventory of all products in the warehouse, occasionally, an item will be back-ordered. Usually, the additional stock will become available within a week. You will receive an email as soon as your product ships.

 

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 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 submitted, and our system can no longer retrieve or change them.


PRODUCT QUESTIONS

WHAT DOES THE #7 MEAN AT THE BOTTOM BASE OF MY PRODUCT?

Our products are FDA tested and approved, and all contact surfaces are guaranteed to be safe and BPS/BPA-free. There are seven classes of plastics. Type 7 is the catch-all "other" class. Because our products are made of multiple materials, we are obligated to use the Type 7 code. However, as mentioned previously, any surface that comes into contact with food or beverage does not contain BPS or BPA.

 

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 the 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.

 

WHAT TYPE OF STAINLESS STEEL WAS USED IN MY PRODUCT?

All Stanley items comply with Prop 65 and FDA requirements. Also, all contact surfaces are guaranteed to be safe and BPA-Free. The steel we use (both virgin and recycled) for the majority of our products is 18/8, or grade 304, otherwise known as food-grade stainless steel. Like all of our products, our stainless-steel items must pass rigorous health and safety tests before making them available to the public.

 

CAN I PUT MILK OR DAIRY PRODUCTS INSIDE MY VACUUM PRODUCT?

We do not recommend putting milk or dairy products in our vacuum bottles or food jars for extended periods of time, as bacteria growth can occur at specific temperatures. Fermenting food and beverages may also cause pressure to build up over time. For more information on milk and dairy products, please consult the U.S. FDA at www.fda.gov.

 

CAN I PUT DRY ICE INSIDE MY VACUUM PRODUCT?

It is not recommended to use dry ice in a sealed container as the rapid evaporation of the CO2 from solid to gas can produce unwanted pressure within your product. Please proceed carefully at your own risk.

WHAT BRUSH SHOULD I USE FOR MY STAINLESS PRODUCT?

You may use any soft brush to clean your Stanley vacuum bottle or food jar. Please do not use a metal brush, as this could scratch the stainless-steel surfaces.

 

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.

5. 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. 

 

HOW DO I CLEAN THE GASKETS IN MY PRODUCT?

To thoroughly clean under the gasket or seal, we recommend soaking the top of the cup in white vinegar, lemon juice, or a mixture of warm water and baking soda. With some products, the gasket or seal can be carefully removed with a small tool or instrument and soaked separately.

 

HOW DO I REMOVE STAIN OR SMELL IN MY PRODUCT?

To clean your product, we recommend washing with warm water and a standard, non-abrasive household cleaner. These cleaners can be applied with bristle brushes, sponges, or clean cloths. Soaking the product in a mixture of warm water and baking soda might also help. Some customers have reported that a soak in white vinegar or lemon juice also removes stains and smells. After using cleaners, always wash your product thoroughly as recommended in our care and use instructions. Repeat as necessary until stains or smells disappear. A stainless-steel cleaner or polish can also be used on stainless steel products.

 

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?

A vast majority of our products are made using stainless steel. Even items where stainless steel is not the primary 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.

 

WHAT TYPE OF PLASTIC WAS USED WITH MY BOTTLE STOPPER?

Our products are FDA tested and approved, and all contact surfaces are guaranteed to be safe to use with food and beverages. The type of outer plastic material we use for our stoppers is BPA-free polypropylene.

 

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.

 

HOW DO I REMOVE RUST IN MY PRODUCT?

When properly cared for, our products are made of high-grade stainless steel and will last a lifetime. If you notice corrosion that appears to be rust, it could be free-iron particles, dirt, or residue that has contaminated the surface. A standard, non-abrasive household cleaner can be used to free contaminants from the surface, removing these particles. These cleaners can be applied with bristle brushes, sponges, or clean cloths. A stainless-steel cleaner or polish can also be used. Soaking the product in a mixture of warm water and baking soda, white vinegar, or lemon juice might also help. Repeat as necessary to get the desired result. After using cleaners, always wash your bottle thoroughly as recommended in our care and use instructions.

 

 

DO STANLEY PRODUCTS CONTAIN LEAD?

 

At Stanley, one of the key features of our products is our vacuum insulation technology, which provides consumers with drinkware that keeps beverages at the ideal temperature. The vacuum insulation in our products has been sealed using an industry standard process that includes pellets, some of which include some lead, and all of which are covered with a durable stainless-steel layer, making them inaccessible to consumers.

All Stanley products are safe. Rest assured that no lead is present on the surface of any Stanley product that comes into contact with the consumer nor the contents of the product. 

If the base cap comes off during ordinary use, the product may be eligible for our Lifetime Warranty, available here: https://ca.stanley1913.com/pages/contact.

RETURNS AND CANCELLATIONS

HOW DO I REQUEST A REFUND?

The product didn't work out, or it wasn't what you expected? No worries, if your product was purchased from the Stanley website within the last (30) days, we can help with the refund. Returned item(s) must be unused, undamaged, and returned in its original packaging.
    To request a return, please click here. If your product was purchased from another retailer, you'd need to request a refund from that retailer.

    HOW DO I CANCEL MY ORDER?

    We attempt to process and ship your order as quickly as possible. Please contact our Consumer Support Team as soon as possible if you need to cancel your order. Email us here or call us at 1–800–251–4535 to get instructions on how to proceed. We are open 6 a.m.- 4 p.m. PST Monday-Friday.

       

      WHEN WILL I SEE MY CREDIT APPEAR IN MY ACCOUNT?

      Refunds will be returned to the original form of payment. The refund should reflect on their next billing cycle.

         

        HOW DO I SHIP MY RETURN?

        Did you pick the wrong color, or is the style not working for you? We're sorry to hear that.
          If your item(s) have been purchased directly from the Stanley website within the last (30) days, we can process an RMA for you. We accept returns of items purchased from the Stanley website within (30) days for a refund minus any shipping fees. Returned items must be unused, undamaged, and returned in its original packaging. We will not accept returns for customized products or items purchased outside of the Stanley website. 
          To request a return, please click here. 

          LINKS

          TERMS AND CONDITIONS

          PRIVACY POLICY

          STANLEY CREATE - CUSTOMIZATION

           

          How much does customization cost?

          Customizing your own Stanley on stanley1913.com costs $10 per item for text, monogram, or a graphic engraving. Custom Upload engraving costs $12 per item.

           

          Will my customized products be shipped with my non-customized items in my order?

          No. All customized Stanley Products will ship separately from non-customized orders. This may mean you will receive your non-customized items earlier than your customized orders and your customized products later than the non-customized products.

           

          How long does it take to receive a customized Stanley product?

          Customized Stanley orders can take 2-3 weeks for shipping and processing. Please note that it takes time to build your Stanley creation just for you, therefore, we do not offer Expedited Shipping. Custom orders ship separately from all other non-customized products within the same order.

           

          Can I expedite ship my custom order?

          All customized Stanley products are made especially for you and can take a little extra time to complete and ship. Therefore, Expedited Shipping is not available for any customized Stanley products.

           

          Can I return my customized Stanley item?

          No. Customized Stanley products have been made uniquely for you. All items are final sale.

           

          What do I do if the item received does not match the custom design originally ordered?

          If there is a printing error on your customized order and your product differs from the mockup you approved when placing the order, please contact us within 30 days from the delivery date. Please note, though, that we are unable to offer returns or exchanges for any customized product that includes a spelling or other error that is the result of your own customization.

           

          What do I do if the item(s) received is damaged via shipping?

          If the item has arrived damaged, please contact us with your order information within 30 days of receiving your product to discuss the next steps.

           

          What products are eligible for customization? Why isn't the product I want available for customization?

          We will be constantly updating our engraving assortment with new designs and capabilities - best way to stay informed is by signing up for our email updates.

           

          Can I choose where my customized design appears on my Stanley product?

          Every Stanley product eligible for customization may be engraved 180 degrees from the logo. Each design element can be altered by:


          • Text - 5 fonts to choose from, all of which will be top-aligned, and center-aligned when adding multiple lines of text. Don't like how small your text is? Consider pressing return and starting another line of text to increase the sizing of your font.
          • Monogram - each monogram selection provided is available to scale up or down in size within the dedicated box for engraving. Like all other engraving options, the Monogram will be top-aligned to the logo and centered on your product.
          • Graphics - each graphic selection provided is available to scale up or down in size within the dedicated box for engraving. Like all other engraving options, the custom Graphic will be top-aligned to the logo and centered on your product. Feel free to leverage the zoom functionality in the top left corner to see all the details included in our curated graphics assortment.
          • Custom Uploads - you may upload your own custom graphics in a supported file format (PNG, JPG, JPEG, TIFF, BMP, EPS, or PDF) and less than 10MB in size. Use PNG file format for best results. For best visual quality, upload print-ready or vector quality files for your artwork. One color artworks will work better than photos or gradients. Use clear image or graphic.

          All graphics must comply with our Customized-Product Terms of Sale, which include important limitations on the types of content that we accept.

          Note: All products have a small toggle button in the bottom left corner that you can toggle on or off to see the space eligible for engraving.

           

          Are there any guidelines and restrictions with what I can engrave on my Stanley product?

           

          Yes. Please see our Terms of Sale page for terms applicable to all Customized Products sold through Stanley, including important guidelines and restrictions on the type of content you can incorporate into a custom Stanley.

           

          Can I choose any color option for my customization? What colors are available?

          All available colors to customize will be in the customizer to select from.

           

          Can I customize with both text and graphics on one product, or do I have to choose one?

          You can only choose one design. You will receive a friendly pop-up asking if you would like to delete and re-create a design when clicking between the text, monogram, and graphics options.

           

          Will additional color, graphics, or font options be available at a later date?

          We will be constantly updating our engraving assortment with new designs and capabilities - best way to stay informed is by signing up for our email updates.

           

          Can I review a mockup of the customization before it gets printed?

          Yes. After creating your custom Stanley, upon clicking Add to Cart, you will be shown a mockup image of your design prior to officially adding to your cart. This image will show the front and the back of your order, so that you can ensure it meets your expectations. Please review the mockup carefully and confirm that it is accurate - as all purchases of customized products are final.

           

          I made a mistake with my customization, is it too late to get it fixed?

          Yes. By agreeing to the terms and conditions module before adding your item to cart, you've agreed that the bottle appears as expected for your purchase. You can make changes before completing checkout, however, all sales are final once your order has been confirmed.

           

          Can I upload my own graphic(s)?

          Yes, you can upload your own graphics. Custom upload graphics must be in a supported file format (PNG, JPG, JPEG, TIFF, BMP, EPS, or PDF) and less than 10MB in size. Use PNG file format for best results.

          All graphics must comply with our Customized-Product Terms of Sale, which include important limitations on the types of content that we accept.

           

          Are there discounts available for larger orders?

          Stanley Create orders are not eligible for promotions or discounts at this time.

           

          Do you offer custom design services? Can you create my design for me from scratch?

          We do not offer custom design services at this time. Don't like what you see on ca.stanley1913.com today? Sign-up to stay informed of new products, designs, and customization capabilities via email.

           

          Do you offer printing?

          We only offer engraving on stanley1913.com at this time. 

           

          Can you customize your Quencher?

          Yes. All four sizes of the Quencher are available to engrave across a variety of colorways.

           

           

          OTHERS

          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 parts or malfunction due to alteration or accident. For more information regarding proper use, please see the care and use instructions provided with your product.

             

            HOW DO I FILE A WARRANTY CLAIM?

            If you have any questions regarding your Stanley product, please call our Consumer Support Team at 1–800–251–4535. To file a warranty claim, please complete the form here.

               

              CAN I GET REPLACEMENT PARTS?

              Please email us here or give us a call at 1–800–251–4535 to discuss options for purchasing directly from our inventory. We accept Visa and Mastercard for immediate shipping.

                 

                HOW CAN I BE A WHOLESALER?

                Our vision is to revolutionize the way people enjoy food and beverage everywhere. It is important that we partner with accounts that fit with our brands and vision to ensure our mutual success.
                  Before we can fully assist you, we need to know much more about your business. Please help by filling out our Dealer Inquiry Form.

                     

                    HOW CAN I SUBMIT A PRODUCT DONATION REQUEST?

                    The Philanthropy team carefully reviews all product donation requests at the beginning of each month. We will contact you within a week after our monthly review if your organization has been selected for a donation. For more information about the process, click on this link.

                    HOW CAN I BE A PART OF YOUR TEAM?

                    We hire the best. If you are passionate, fun-loving, and unique, we'd like to hear from you. For more information about the current openings, click on this link.

                    CONTACT US

                    Submit a request through our Contact Us form, and our Consumer Support will answer your request within 5 business days (during business hours M-F).

                    For order modification, cancellation, refunds and immediate inquiries about your order, please contact our consumer support team at 1–800–251–4535 between 6 a.m.- 4 p.m. PST Monday-Friday.