Frequently Asked Questions

If we’re unable to locate your order using your email address or order number, it may not have been placed through one of our official channels. Please send us your order number, shipping details, a purchase screenshot, and the name of the store or platform where you placed the order.

Please contact us as soon as possible with your order information. Once an order has entered the shipping process, changes or cancellations may no longer be possible.

Delivery may fail for several reasons, such as an incomplete address, inability to contact the recipient, missed delivery, delayed pickup, or weather and logistics issues. Please contact your local courier as soon as possible to arrange redelivery or pickup.

We ship to many countries worldwide. Shipping availability may vary depending on logistics conditions and customs regulations in your destination country.

Please contact us with your order details. We’ll check with the logistics provider and update you as soon as possible.

Yes, we ship to many countries worldwide. Shipping costs and delivery timelines depend on your destination and the courier service available in your region.

Domestic orders are typically delivered within 5–7 business days. International orders usually arrive within 7–20 days, depending on the destination and local courier service. Delivery details will also be included in your order confirmation email.

Please use our contact page and include your order number if available. Our team will be happy to assist you.

To receive the first-order discount, please subscribe through the newsletter sign-up form on our website homepage. The discount code will usually appear on screen or be sent to your email. If you don’t see it, please check your spam, junk, or promotions folder.

Authentic products may display a hidden logo under UV light on the bottle surface. Products purchased through our official stores or authorized distributors are genuine. If you’re unsure, please send us your purchase record, product photos, and seller or store information, and we’ll help verify it.

We recommend purchasing through our official website, official Shopee or TikTok stores, or authorized distributors. Buying through official channels helps ensure product authenticity and after-sales support.

Currently, we do not have physical stores in Malaysia. However, we do operate an official Shopee Malaysia store, where authentic products are available with reliable shipping service.

Most TYESO products are made with BPA-free materials. Specifications may vary depending on the model, so if you’d like to confirm a specific product, please send us the product model.

Some accessories are available separately depending on the product model. Please send us the product model, a photo of the bottom label, a product photo, the quantity you need, and your shipping address. We’ll help confirm the correct replacement accessory.

For some models, silicone sealing rings are not sold separately. In these cases, a replacement lid may be available instead. Please contact customer service with your product model and photos so we can help confirm the right solution.

No. The bottom sticker falling off will not affect the normal use or insulation performance of the product.

Please first make sure you are turning the lid counterclockwise. You can also try using a rubber glove or a non-slip cloth to improve grip. Wrapping the lid with a warm towel for 1–2 minutes may also help loosen it. If the problem continues, please send us a short video for further support.

Yes, in most cases this is normal. When a tumbler filled with cold beverages is placed in a warm or humid environment, condensation may form on the outside surface. This is a natural physical phenomenon and does not indicate a product defect.

Please check whether the straw is installed correctly, whether the silicone stopper is sealed properly, and whether the lid is tightly closed. If the issue remains, please send us product photos and your order information for further assistance.

Yes. Please send us the product model or style, color and capacity, quantity, shipping country or address, and your required delivery date. Our team will provide suitable recommendations and quotations.

Yes. Please provide the quantity, product model, color, capacity, engraving position, shipping address, and required delivery date. Customization services are generally available for bulk orders.

Yes, engraving services are available for bulk orders. Small-quantity orders may not qualify for free engraving. Please contact us with your project details for confirmation.

Yes. Warranty support is mainly available for products purchased through our official stores or authorized channels. For full details, please refer to our warranty page.

All payments on our website are processed in USD (US dollars).

Yes. TYESO bottles and tumblers are lead-free. We have always prioritized consumer safety and use lead-free solder as part of our commitment to product safety and well-being.

Lids are generally top-rack dishwasher safe, and straws may be placed in the silverware basket. Stainless steel cups are technically dishwasher safe as well, but we recommend hand washing them to help preserve the exterior finish. Plastic parts are generally top-rack dishwasher safe.

No. Stainless steel bottles should never be placed in a microwave. Microwaving plastic components is also strongly discouraged, as pressure may build up inside the bottle and cause unexpected leakage or spraying.

For stainless steel insulated bottles, freezing is not recommended. Because the bottle is insulated, placing it in the freezer usually will not improve cooling performance the way many people expect. Adding ice cubes is a better option for keeping drinks cold.

Please wash the product before first use. Hand washing the cup is recommended to preserve the finish, although certain lids may be top-rack dishwasher safe. Do not use harsh chemicals such as bleach or abrasive cleaners. Do not microwave, boil, or use with contents that may create excess pressure unless the product is specifically designed for that use. Always open the lid carefully, especially when the product contains hot liquids.

We recommend cleaning your bottle after daily use. Regular cleaning helps maintain hygiene, reduce odor buildup, and keep your product in good condition over time.