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FREQUENTLY ASKED QUESTIONS

 

 

Q: What kind of warranty do my Stanley products have?

A: Our Warranty page has plenty of useful information regarding warranty, faults and returns.  For information on the warranty for your specific model and circumstances, please call our Freecall number 1800 337 313.  

 

Q: I bought my product on EBay/Amazon, can I return it?

A: Purchases from EBay/Amazon are not covered under our returns policy as we do not have any Certified EBay/Amazon Sellers.  When buying anything from EBay/Amazon it is the Seller’s responsibility to either accept returns or sell ‘as is’ and the Buyers responsibility to understand and accept these terms before the purchase.  If you have any problems with products purchased from EBay/Amazon you must contact the Seller directly.

 

Q: How much is shipping, handling, and processing?

A: We do not charge handling and processing fees. Our fees are calculated through Australia Post using weight and dimensions, to ensure the most reasonable fee per item is charged.

To estimate your shipping fee, simply visit the Shopping Cart page and follow the prompts on the 'Estimate Shipping' box.

*You will need to have products in your shopping cart before you can get an estimate.

 

Q: Is the stopper / handle / lid covered by warranty?

A: Unfortunately these parts are not covered by warranty, however we do have a selection of spare parts for Stanley products available for purchase on our Online Store.  If you have questions regarding which Stanley spare part you need, we're happy to help!  The best way for us to identify the spare part you need is if you can send a photograph of the old part you wish to replace and a photograph of the product it needs to attach to via email to: sales@cambur.com.au.  Alternatively use our Freecall number 1800 337 313 to discuss other options for identifying the part that you need.

 

Q: Where can I get Stanley spare parts?

A: We have a small selection of our most common spare parts available for purchase on our Online Store.  If you have questions regarding which Stanley spare part you need, we're happy to help!  The best way for us to identify the spare part you need is if you can send a photograph of the old part you wish to replace and a photograph of the product it needs to attach to via email to: sales@cambur.com.au.  Alternatively use our Freecall number 1800 337 313 to discuss other options for identifying the part that you need.

 

Q: For how long will my flask stay hot or cold?

A: The thermal performance of each product can depend on a few different features, for example the size of the product and which range it belongs to.  Check the product description in the detailed product listing page before you purchase to ensure the capability of the flask matches your needs.  Also check out our Use and Care page before you use your flask for optimal thermal performance.

 

Q: My Vacuum Flask isn't staying hot, what can I do?

A: Have a look at our Use and Care page to ensure you're preparing your flask for optimal thermal performance.  If you're finding your flask still isn't performing the way that it should then we want to help, please contact our customer service team on 1300 337 313 or email us using the Contact Us page. Please have your flask to hand, and try to gather as much information about its purchase as you can (ideally a receipt with date and place of purchase along with product names and codes).  This information is used to enable us to help you efficiently, by identifying the product, the warranty and the problems you're encountering.

 

Q: How does the liquid stay inside of the flask if the stopper has holes in it?

A: Although some Stanley stoppers may look like they have holes in all of the wrong places, this is actually a very useful feature in the flask.  When screwed in completely to the neck of the flask, the stopper has a fixed rubber gasket, which creates a leak-proof seal and ensures no liquid can escape.  However, if you unscrew this style of stopper only a few turns, you have the ability to pour liquid out through the stopper without fully detaching it from the flask.  Now that's clever!

 

Q: What is Stanleys Corporate Responsibility?

A: As a brand of PMI, all Stanley products are produced with utmost integrity. From the materials used to the manufacture of products, Stanley work hard to do right by our people, our planet, our community, and most of all by you.   All PMI offices (Seattle, Shanghai, and Manila) abide by PMI's Green Office Guide to help reduce our corporate footprint including recycling, composting, and energy-efficient lighting.  PMI was granted the American Chamber of Commerce in Shanghai’s “Corporate Social Responsibility” award, based on corporate governance, environment effort, social impact and workplace practices. (2006, 2008)  PMI created eCycle® (our proprietary mix of recycled plastics containing an average of 25% post consumer content) back in 2006, becoming the first company to design and produce food-safe, reusable food and beverage containers made with recycled and post-consumer recycled plastics.

 

Q: Where are Stanley products made?

A:  Stanley products are designed in Seattle, USA where research and development pioneers the innovative designs. Globally distributed, Stanley products are ethically manufactured with partner factories in Asia.

 

If you have any further questions that haven't been answered; about Stanley products; the company or processes we use, or would simply like to leave feedback, we'd love to hear from you.

You can contact us by calling our office on 1300 337 313 or email us using the Contact Us page.