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FAQ

Frequently Asked Questions 

Stainless Steel Materials, Product Safety and Benefits

Q: Why choose stainless steel products over other materials?
A: Stainless steel products are durable, eco-friendly, hygienic, without toxins, and only require minimal maintenance. They are safe for serving foods and for use in the oven, refrigerator and freezer. With its great variety of shapes, finishes and textures, stainless steel presents many choices for the customer. Longer-lasting beauty, better value, and lower total costs than products made of other materials are hallmarks of stainless steel.

Q: Are StainlessLUX products safe for food and drink? Are they free of BPA, lead and toxins?
A:
Yes, StainlessLUX products are safe for food and drink. They are made of the U.S. FDA-approved food-grade stainless steel. They also are free of toxins. They have no Bisphenol A (BPA), no phthalates, no mercury, no cadmium, and no lead. Stainless steel has a hygienic, nonporous surface that inhibits growth of bacteria, mold and mildew. The non-stainless material (Globalene 6331 - Polypropylene Homopolymer) used in our mug handles and bases also is safe for use in direct contact with food. Only materials of the highest quality and safety are procured and used in our fine StainlessLUX products.

Q: What does it mean by “double-walled”? What is its benefit?
A:
Double-walled products are made with two layers of stainless steel with an air gap in between the two layers.  The double-walled feature helps to keep drinks or foods hot or cold longer than a similar size and shape single-walled model. The double wall also enables you to hold hot drinks comfortably and minimize the condensation on cold drinks.

Q: Are StainlessLUX products eco-friendly?
A:
Yes, stainless steel is recycled more than paper or glass. Some research shows that current stainless steel is made of 60% to 90% recycled stainless steel, without degradation in quality. It is reusable and recyclable.  Because stainless steel is strong, durable and resists corrosion, its longer useful life means less waste and a smaller eco-footprint.

Q: I scratched my StainlessLUX piece. Is it still safe to use?
A:
For a minor scratch, you can simply wash it clean and then continue to use it as usual. Metal particles should not leach or get into your food because stainless steel naturally has a very thin, transparent layer on its surface that provides nonporous protection. Oxygen in the air or water activates this unique layer to repair lightly scratched or damaged surfaces. This self-healing feature makes stainless steel kitchenware food-safe and useful for many years.


Proper Use and Care

Q: How do I care for and clean my StainlessLUX products?
A:
For best results, use a non-scratching pad and clean with a mild biodegradable detergent, baking soda or vinegar diluted in water. Then rinse in warm water and dry with a soft cloth. If you choose to use a dishwasher for convenience, keep in mind that chemicals in water combined with high heat can potentially cause wear and cosmetic marks on its fine finish.

Q: How do I remove coffee and tea stains from my stainless steel mugs?
A:
Removing mild coffee and tea stains can be as simple as mixing granulated sugar with drops of water, vinegar, or lemon juice and then rubbing away the stains. 

Q: Why would rust appear on my stainless steel product?
A:
Stainless steel products naturally have an invisible built-in shield to make them highly resistant to corrosion. If dirt, acid, or foreign particles are left to adhere to the stainless surface for an extended period of time, rust and damage to the stainless steel protective surface can occur. The good news is that the protective film can be restored after the rusty part is removed. You can clean off the rust by soaking the item in baking soda and then applying a paste of cream of tartar and lemon juice. 

Q: How to properly use my stainless steel candleholder?
A:
To enjoy your stainless steel candleholders safely and to prevent fire, injury and smoke damage, follow these simple instructions:

  • Remove nonwoven pouch and wrapper before use.
  • Trim wick to ¼” and set up candle properly before lighting or relighting.
  • Candle should stand firmly and straight in the candleholder. If necessary, adhere a candle button to the base of the candle to prevent tilting.
  • Burn candle only on a stable heat-resistant surface.
  • Candle may drip. Clear drip plate of wax or debris before reuse to avoid drip overflow.
  • Do not move candlestick while its candle is burning or while wax is in a liquid state.
  • Avoid touching candle cup surface while candle is burning or immediately after burning because it may be hot.
  • Keep candle away from drafts and flammable materials.
  • Do not leave burning candle unattended.
  • Keep candles away from children and pets.

    Q: How to use the Wine and Champagne Stopper?
    A:
    Simply position the stopper on top of your bottle. Gently hold down the outer ring to lock it closed. Push the button on top of the seal for quick release. The Wine Stopper has the word “Wine” clearly stated on top of the stopper and fits most common (non-screw-on) wine bottles. The Champagne Stopper has the word “Champagne” on top and fits most common (non-screw-on) champagne bottles. Enjoy and drink responsibly!

    Purchase, Shipping, Exchange, Return and Warranty

    Q: How do I purchase StainlessLUX brand products?
    A:
    With an Internet connection, you can easily, conveniently and securely purchase StainlessLUX brand products from anywhere in the U.S. and Canada through these our Web site www.stainlesslux.com and on Amazon.com. 

    You can complete any purchase on line through our secure checkout system, or you can simply e-mail your purchase request (your contact information, SKU # and quantity) to sales@stainlesslux.com. Our customer service representative will assist you in placing an order, checking availability and answering any additional product questions.

    Q: What are your shipping rates?
    A:
    While ordering on line, you will see the total shipping and handling cost during checkout prior to your order confirmation. 

    Q: How to get free shipping for your purchase?
    A:
     You can take advantage of our free shipping offer for any order totaled of $100.00 and more.  This shipping offer is for standard US single-destination ground delivery service.  Offer expires December 31, 2017. 


    Q: How long does it take to ship your products?
    A: Usually, your purchased goods will be shipped out within 1 to 3 business days upon confirmation of your order. Depending on the shipping service you select during the order process, the delivery time can vary. You can view your expected shipment dates on line for all Amazon-fulfilled StainlessLUX products.  Typically, all products are delivered within 2 to 7 business days from shipping date, excluding weekends, common holidays and official company holidays. Custom and international orders may take longer.

    Q: My order has not arrived. How can I track it? What should I do if the package is lost?
    A:
    For StainlessLUX products that are fulfilled through Amazon, you can track the shipment status via your Amazon account. If its status shows that it has been shipped, but you have not received the products within the expected arrival date, then please access the Amazon Returns Center and mark the reason for return as "I haven't received this item yet" so that you can receive a refund on your purchase. You also can contact the Amazon Fulfillment Center via this U.S. toll-free number 1-866-216-1072.

    For tracking customized and other products that have been sent directly from StainlessLUX, please contact us at info@stainlesslux.com.

    Q: What is the warranty period for StainlessLUX brand products?
    A:
    All StainlessLUX products carry a limited one-year warranty from the date of purchase against any defects in material, construction and workmanship, assuming normal use.  This excludes damage due to maltreatment, negligence, accident, improper usage, failure to follow instructions, wear and tear, and in-use scratches or abrasions. This warranty is valid for any registered original purchaser in the U.S.A. and Canada only. Your state laws may offer you additional consumer rights.

    Q: Do I need to register my recently purchased StainlessLUX item?
    A:
    You no longer need to register on line to have your purchase covered by our limited one-year product warranty. When you request warranty service, you may be asked to provide proof of purchase such as your order number or a receipt.

    Q: How can I return a StainlessLUX product purchased through Amazon?
    A:
    You have 30 days to return your unused items. You can return the product along with the original packing list directly to us (StainlessLUX, Inc. at 3736 Fallon Road #408, Dublin CA 94568-1776) within 30 days of your purchase. If you don't have the packing list, you need only mark your order number on the outside of the shipping carton. After we have received your returned item, we will refund your purchase promptly.

    Q: Where are StainlessLUX products manufactured?
    A:
    The raw materials are from Taiwan, South Korea, China and Japan.  The production and packaging of various lines of StainlessLUX products are done in the People's Republic of China.  Some packaging, labeling and almost all fulfillment work are done in the U.S.. 


    Q: How do I exchange something? How do I report a problem?
    A:
    If you believe an item is defective and still under warranty, please contact Customer Service at service@stainlesslux.com to initiate your request. Then, you send in your defective product to StainlessLUX, Inc. Service Department, 3736 Fallon Road #408, Dublin CA 94568 along with your proof of purchase (i.e., an order number, a packing list or a copy of your receipt). After receiving your request, StainlessLUX will repair, replace or refund the purchase price excluding shipping charges and handling fees. If a replacement product is sent, it will carry the remaining warranty of the original product. If an identical replacement product is no longer available for a defective product, StainlessLUX will offer a similar item currently in production or issue you a refund. Any custom products made to your specifications may not be returned nor exchanged. For further questions, contact Customer Service at info@stainlesslux.com.

    Q: How do I participate in your Go Greener Pouch Exchange program?
    A:
    We encourage our customers to go greener with us by exchanging their StainlessLUX packaging pouches for a small stainless steel product. Simply collect 15 or more StainlessLUX pouches, any size and any condition, and send your pouches back along with your name and e-mail address to:

    StainlessLUX, Inc.
    Pouch Eco-Exchange Program
    3736 Fallon Road #408,
    Dublin, CA 94568

    This offer is valid through December 31, 2017. Click here for more details. No purchase necessary.