You’ve got questions, we’ve got answers.


Online Ordering

 

What methods of payment does www.timolino.com accept?

Timolino accepts payments via Stripe (Visa, Mastercard, American Express, Discover, Diners Club, JCB) and PayPal. Unfortunately, checks and money orders are not accepted.

The address I typed is correct, but the website is not accepting it. What should I do?

Make sure that the address you typed matches the address connected with the card you are using. If you continue to have problems, you can contact our Customer Service at (949) 727-0883 or at customercare@timolino.com

What do I do if my promotion code doesn’t work?

Verify that you have entered the promotion code exactly as it appears, including any spaces. If the promotion code is correct, verify that the date you are using the promotion code falls into the applicable date range. Once you have verified these, if the code still doesn’t work, please contact our Customer Service at (949) 727-0883 or at customercare@timolino.com.

Do you have any other colors or sizes available aside from what I see on your site?

No. Every item, size, and color that we currently have available is posted on our website. Special colors are available for purchases of 2,500 units and above.

Can I use more than one coupon code at a time?

Unfortunately, only one coupon can be used at a time.

I can’t find the product I’m looking for on your website.

If you can’t find the product you’re looking for, it may mean that the item has been discontinued or we are currently out of stock. For more information, please contact our Customer Service at (949) 727-0883 or at customercare@timolino.com.


Warranty, Returns, & Exchanges

 

What’s your return policy?

If you purchased or received a product directly from www.timolino.com and are not 100% happy with it and would like to return it, a refund can be issued within 30 days of purchase. Returned items must be in perfect and unused condition. To initiate a return, please contact us for an RMI number and send your bottle in the original packaging to us at:

Timolino Limited

9621 Irvine Center Drive

Irvine, CA 92618

Please indicate the reason for return on your packing slip. If this return is for a quality issue, please reach out to us at customercare@timolino.com.

Customers who have purchased items from an authorized Timolino retailer must initiate all returns and exchanges through the original point of purchase.

Shipping charges on returns are non-refundable.

How long does a return take to process?

Returns usually take 7-10 business days to process from the day your items are received in our warehouse.

What is the warranty on Timolino products?

Timolino offers a one-year limited warranty on all mugs and tumblers and 6 months on lids and accessories purchased from www.timolino.com and authorized retailers with proof of purchase. More information can be found here.

How do I submit a warranty claim?

To report a warranty claim, please send an email to customercare@timolino.com with proof of purchase, reason for claim, and pictures of your product. A Customer Service representative will then contact you with details on how to proceed. Timolino reserves the right to request that the product be sent to our office for additional review and to verify the claim.

If my claim is approved, will I get the same replacement product?

Timolino will review all cases. If the claim is approved and warrants a replacement, we will send a replacement product with the same style and size. If that product is not available, we will send the closest style as a replacement.

What if I didn’t purchase my product from timolino.com, can I still submit a claim?

Yes, you can submit a warranty claim on items purchased through authorized Timolino retailers. However, it might be a lot faster if you return the item to the original point of purchase.

What’s covered under the warranty?

As the manufacturer and distributor of Timolino products, we take our work very seriously. Every single Timolino product must pass rigorous testing to ensure it meets our standards. However, accidents happen and sometimes things don’t work like they should, and that’s why we offer a warranty.

The warranty covers manufacturing defects, workmanship issues, defective products, mugs and bottles, products purchased in the US. It does not cover normal wear and tear, dents and scratches, fading and paint chips, accidental damage (like a dropped product), product misuse and improper care, cleaning-related issues, accessories (like infuser baskets, etc.), and dishwasher damage.

My product arrived damaged. What do I do?

If your product was damaged during the shipping process, please contact our Customer Service as soon as possible. Do not use the product or we cannot replace it for you. We will send you a pre-paid shipping label to return the damaged product in it’s original packaging. Upon receipt, we will send you a replacement product.


Shipping & Handling

 

Will I receive notification or a tracking number when my order ships?

Once your order has been received, we will process it and send an email to the email address provided. The email will include details on your order, as well as the carrier and tracking number. Please keep in mind that processing orders can take 2 – 3 business days. If you haven’t received an email after 3 days, please contact our Customer Service at customercare@timolino.com.

How do I track my order?

Once your order is received, we will send you an email with a tracking number. Use the tracking number provided to track your order on the FedEx or USPS website. If the tracking number doesn’t work, please make sure you’ve entered the number correctly. If the problem persists, please contact our Customer Service at customercare@timolino.com.

How long will my order take to arrive (including processing and shipping)?

Processing orders usually takes 2 – 3 business days. Shipping can take 7 – 10 business days, depending on the order. If your order has not arrived after the alotted time, please contact our Customer Service. Orders are only processed and shipped during business days, so weekends and holidays may delay your order.

Does Timolino ship outside of the US?

Yes, Timolino ships to most countries outside of the US. If you’re not sure if Timolino ships to your country, please contact our Customer Service at customercare@timolino.com.

Do you ship to Canada?

Yes, Timolino ships to Canada.

How much does shipping cost?

For customers in the US, we offer free ground shipping for orders $50 and above. All other orders are based on a flat rate.

For US orders:

                  Product Class                                                                              Rate

Accessories (lids, caps, infuser baskets, etc.)                                     $4.50

Regular-sized mugs, bottles, etc.                                                         $7.99

Bulky items (Alpine, servers, tea/coffeepots, etc.)                            $8.99

For international orders:

                  Product Class                                                                              Rate

Accessories (lids, caps, infuser baskets, etc.)                                    $49.99

Regular-sized mugs, bottles, etc.                                                        $49.99

Bulky items (Alpine, servers, tea/coffeepots, etc.)                           $49.99

If you have any questions about the shipping costs of your order, please contact our Customer Service at customercare@timolino.com.

Does Timolino ship to PO boxes?

Yes, Timolino can ship to PO boxes via USPS.

Can I ship my order to someone else or a different address?

Yes. During the checkout process, there will be an option to ship to an address different than the billing address. Simply enter the new address and proceed with checking out.

What carrier does Timolino use?

Timolino uses USPS and FedEx for most deliveries.

What is free ground shipping and how do I apply it to my order?

Free ground shipping applies to US orders higher than $50. To apply it to your order, simply select “Free Shipping” at checkout.

Do you have accelerated shipping options?

Unfortunately, at this time we do not offer accelerated shipping options. However, we might be able to offer this in the future, so check back often! If you have any questions or need to receive your order faster, please contact our Customer Service at customercare@timolino.com or (949) 727-0883.


Product Questions

 

How can I use my Timolino product?

All Timolino products are created to fit your lifestyle needs. They are designed to be versatile and help make your life more comfortable, wherever you are.

Our vacuum insulated mugs and tumblers can maintain the temperature of any liquid hot or cold. Hot drinks will retain their hot temperatures for up to 12 hours or more, depending on the product. Cold drinks will keep cold for up to 24 hours, depending on the product.

To maximize heat and/or cold retention, we recommend preparing your mug or tumbler first. For hot drinks, fill your mug with boiling hot water and let sit for 5 minutes. Pour water out and fill with your favorite coffee, tea, hot chocolate, etc. For cold drinks, fill mug/tumbler with cold water and let sit for 5 minutes. Pour water out and fill with your favorite cold drinks.

Many of our products come with infuser baskets or filters that are great for steeping tea or brewing coffee on the go. However, these accessories can easily be removed so you can carry any of your favorite drinks – water, orange juice, wine, beer, etc.

If storing carbonated drinks, refrain from intentional shaking or jostling, as it may cause pressure buildup in your product and the lid may pop off or the contents may spill.

Our products are not designed to store beverages for the long-term. Some alcoholic beverages, juices, or drinks with dairy can release gases that can cause excessive pressure buildup, resulting in leaks, lid failure, and possible injury. Use caution.

Can I travel on an airplane with my Timolino product?

Yes, Timolino products are perfect for traveling! Just make sure to empty the contents before boarding, in accordance with TSA guidelines.

Can I fill my Timolino product with acidic beverages, such as apple juice or orange juice?

Yes, acidic beverages are okay to use with your Timolino! All of our Timolino products (excluding our Tritan bottles/tea makers) are made out of 18/8 food-grade stainless steel inside and out, which prevents them from corroding or damaging the stainless steel.

Can I use my Timolino product for carrying alcohol?

Yes! However, some of our products are not meant for carbonated drinks, so make sure you read the manual before trying. Additionally, you can leave the top off and enjoy your drink that way as well!

Can I put my Timolino in the refrigerator/freezer?

There is no need to put your Timolino product in the refrigerator or freezer. Most of our products are vacuum insulated, so they will keep your drinks cold for up to 12 hours, depending on the product! Placing your Timolino mug in the freezer may damage the mug and will void the warranty.

Are Timolino products microwave safe?

No. You should NEVER place any Timolino product in the microwave under any circumstance. This will damage your mug and the microwave.

Are Timolino products dishwasher safe?

Most Timolino products are NOT dishwasher safe. Putting them in the dishwasher may scratch or chip away the paint, break the vacuum insulation seal, or damage the dishwasher. However, most of our lids are top-rack dishwasher safe. Read the manual before trying to put anything into the dishwasher.

What are your products made out of?

With the exception of our Ingeni Coffee & Tea Maker, all of our products are made out of high-quality 18/8 stainless steel. Our lids are made out of polypropylene plastic with silicone gaskets. All of our materials are food-safe and BPA free.

Our Ingeni is made out of Tritan by Eastman. Tritan is a BPA-free, durable plastic material. For more information on Tritan, check out their website at tritanfromeastman.com.

Are Timolino products stainless steel on the inside?

Yes. We do not use liners on any of our products. All of our stainless steel mugs and tumblers are 18/8 stainless steel inside and out.

Do Timolino products have BPA?

No, all Timolino products are 100% BPA-free.

Are the polypropylene (PP#5) caps safe?

Yes, polypropylene is a safe plastic that is BPA-free.

Where are Timolino products manufactured?

Timolino products are manufactured in our award-winning factory in Suzhou, China.

Why are they manufactured in China?

Unfortunately, there are not enough resources to manufacture in the United States currently. Each Timolino product requires the use of trusted satellite factories that are not available in the US. To manufacture here, we would have to move our current factory as well as our various trusted partners. For now, this is not possible. However, we hope that as the country’s manufacturing industry grows, we will be able to manufacture here.

Our factory is family-owned and has been chosen to manufacture product for large companies (like Disney) in the past. Because it’s our own factory, we can ensure that our customers are receiving the best products. We have control over the design process, what materials go into our products, and the finished result. We also ensure that we are using safe and ethical labor practices throughout the entire process.

If you have any questions about the manufacturing process or our factory, please contact our Customer Service at customercare@timolino.com or (949) 727-0883.

What is the difference between vacuum insulation, double-wall, and single wall?

Single-wall products – like our hydration bottles – offer no insulation, which means that the temperature of your beverage inside will transfer to the outside. If you put cold water in these, the bottles will get frosty and sweat. You should NOT put hot products in these, as you will get burned.

Double-wall insulated products – or “thermal” mugs – offer limited insulation. This basically means that there will be some transfer of temperature from the inside, but not as much as single-wall products. You can use these for hot or cold drinks, although you may feel some transfer on the outside. These will not retain heat or cold for very long.

Vacuum insulated products offer the best insulation. Vacuum insulated products are made with two layers of our 18/8 stainless steel, but between the two layers is a vacuum. This vacuum stops the transfer of heat or cold from leaving the inside, thus resulting in keeping hot drinks hot for up to 12 hours and cold drinks cold for 12+ hours, depending on the product.

If you have anymore questions about our insulated and non-insulated products, please contact our Customer Service at customercare@timolino.com or (949) 727-0883.

Are Timolino products spill resistant?

We offer a variety of products, some of which are spill resistant, leak proof, spill proof, or all three. This information can usually be found on the product page. If you cannot find this information for a specific product, please contact our Customer Service at customercare@timolino.com or (949) 727-0883.


Replacement Lids

 

Are your lids interchangeable?

Some of the lids that we carry are compatible with different mugs. Usually, this will be pointed out in the description of the item. If it’s unclear or if you have any questions, please contact our Customer Service at customercare@timolino.com or (949) 727-0883.

Where do I get replacement parts?

Replacement lids are available through our website. Unfortunately, we cannot replace specific parts of lids, such as gaskets. If you have any questions about our products or parts, please contact our Customer Service at customercare@timolino.com or (949) 727-0883.

I don’t see the replacement lid I need on your website. Where else can I find it?

If you cannot find the replacement lid or part on our website, it may mean that the item has been discontinued or it is currently not available. If you have questions, please contact our Customer Service at customercare@timolino.com or (949) 727-0883.


Care & Use

 

What is the best way to wash my Timolino product?

All stainless steel products are easy to clean. Wipe down the inside and outside of your Timolino container with hot, soapy water and a gentle sponge. DO NOT put your vacuum insulated products in the dishwasher. The heat of the dishwasher will break the vacuum seal, causing the bottle to lose its insulation, no longer allowing it to retain the content’s temperature and the warranty will be voided.

How do I clean the lid?

Lids and other plastic accessories (like straws) can be placed on the top rack in the dishwasher. However, to keep your lids and accessories safe from too much wear and tear, we recommend hand washing.


Retailers

 

I’m a store and want to start selling Timolino. How do I get started?

Great choice! To get started selling Timolino at your store, please contact our Customer Service at customercare@timolino.com or at (949) 727-0883.

I’m interested in ordering in bulk, how do I do this?

To order in bulk, please contact our Customer Service at customercare@timolino.com or at (949) 727-0883.

Do you have a catalog?

Yes! Please contact our Customer Service at customercare@timolino.com or at (949) 727-0883.

Do you offer engraving and/or logo printing services?

Yes we do! For custom orders, please contact our Customer Service at customercare@timolino.com or at (949) 727-0883.

Besides this website, where can I purchase Timolino products?

You can purchase products through any major online retailers. You can also find Timolino products at certified Timolino retailers. For more information, please contact our Customer Service at customercare@timolino.com or at (949) 727-0883.


Become a Vendor

So, you love Timolino as much as we do and you want to order a whole lot of it at once? There is a Timolino representative waiting to answer all your questions and get the ball rolling. Submit an email through the website, or call the main office directly. The current phone number can be located under the contact information.