Contact Us
Our highly acclaimed Customer Solutions Team is ready to assist you through phone, chat, or email during the following hours：
Monday –Friday
Here are a few other ways to reach us:
Mailing Address: Building 1, No. 103, No. 9 Gaoyuan Road, Tangxia Town, Dongguan City, Postal Code 523710
Call Us: （+86）0769-87946078
Email Us: info@tuokonn.com
We are excited to help you:
Use the form below to send us a me
Shipping Policy
What are your shipping rates?
When will my products arrive?
Orders are expected to arrive within 15-20 business days. For some countries where we have local warehouses, delivery may take 3-5 business days (please contact customer service for details). Please note that the day of shipment is not considered a full business day.
Lost Packages
If your tracking number shows that your package has been delivered but you cannot locate it, please call us immediately at +86 0769-87946078 or email us at info@tuokonn.com to report the issue to our Customer Solutions Team. Once your report is confirmed by a representative, please allow us 3 business days to work with the shipping carrier to locate your package. If we are unable to locate it within that time, we will gladly offer you a refund or send a replacement package.
How do I cancel my order?
If you need to cancel your order, please notify us as soon as possible, and we will do our best to assist you! However, if your order has already been packed, we will be unable to cancel it. For non-custom products, you may cancel the order within one hour by clicking the cancel button. For custom products purchased from our factory that have already been confirmed for printing, we cannot guarantee that we will be able to cancel the order.
How do I change my order's shipping address?
Sometimes the entered address is incorrect or needs to be updated—we understand! If you need to make a change, please notify us within 1 hour of submitting your order, and we will do our best to accommodate your request.
Once the package has left our facility, it is no longer under our control but is handled by our shipping carrier. If you need to change the address of a package that is already with the carrier, please contact us within 1 day of shipment, and we will work with the carrier to make the correction. Please note that different address correction fees may apply depending on the carrier and the country of destination.
My order is lost or damaged, what do I do?
If Your Package is Damaged: If your package arrives damaged, or if the product is missing or broken, please report this to our Customer Solutions Team at info@tuokonn.com. We kindly ask that you include photos of the damaged package or items so we can properly inform the shipping carrier and work to prevent such incidents in the future. Upon receiving your report and photos, we will gladly provide a solution, which may include a replacement package or a refund.
Returns
Do we offer Returns? YES! If any of our products do not fit your needs, please follow the instructions below.
Is my order eligible for return?
Has it been more than forty-five (45) days since you placed your order?
If it has been more than 45 days since you placed your order, it is not eligible for return. We believe that 45 days is a good amount of time to inspect your product to make sure it’s exactly what you wanted.
Have you opened any of the inner sleeves in the package?
If your order is neither incorrect nor defective, and you have opened the inner sleeve, it is not eligible for return. You’re free to open the cardboard box it comes in, but when the sleeve is opened, we can no longer sell the product.
Did you receive incorrect or defective product?
If your order is incorrect or defective, it is eligible for return. Because we made a mistake, this does not have to be within 45 days of your order being placed. If applicable, we will send a replacement package to you.
My order is eligible, what's next?
If you’ve determined that your order is eligible for a return based on the qualifications above, you can submit a return request here or click the button above to begin. Be prepared with your order number, the reason for your return, and pictures of the product.
Once a return request is approved and you are emailed a return label, you have 15 days to return the product.
If your order is not damaged, incorrect, or defective, you will be responsible for return shipping and a 15% restocking fee. Any additional shipping fees that were paid will not be refunded.
Where is my refund?
After we’ve received your item in our warehouse, we’ll issue a refund to your specified account. Once issued, it will take 15-20 business days to reach your account.
To cover the cost of shipping and restocking, we require that you pay for the shipping and a 15% restocking fee. Any additional shipping fees that were paid will not be refunded.
*This does not apply if the return is due to a mistake on our part – incorrect or defective item or incorrect description.
I have a damaged, defective, or incorrect order. What do I do?
Order Damaged
We sincerely apologize for the damage to your order! Please use the return portal above to fill out the necessary information. It will ask you to provide photos of the damaged box and product to help us understand what happened. These images will also allow us to file a damage claim with the shipping carrier. Please don’t worry about your order! We will take care of it for you. 🙂
Incorrect Order
We apologize for any inconvenience this may have caused and appreciate you bringing it to our attention. Please use the return portal above to fill out the necessary information. It will require you to attach photos of the received items so that we can provide you with the best possible solution. We hope to arrange for the shipping carrier to pick up your return as soon as it is approved, simplifying the process for you.
Defective or Non-Functioning Order
We take this issue very seriously and will do our utmost to assist you. Please use the return portal and follow the corresponding steps for your order.
If you encounter any issues while using the return portal, please email us at info@tuokonn.com, and we will be happy to assist you.
FQA
Why choose TuoKonn Factory?
“At Tuokonn, our factory is dedicated to offering a seamless, eco-friendly production experience. We simplify the ordering process, helping businesses save time while maintaining the highest standards of product quality. With a global supply network, we deliver to customers worldwide, ensuring fast and reliable service. Our commitment to sustainability and customer satisfaction makes Tuokonn the ideal choice for efficient and environmentally responsible manufacturing.
Product materials, dimensions, and strength？
What are your products made from?
Our paper coffee cups are made with FDA approved food-safe paper coated in a thin layer of PE (Polyethylene). Our clear plastic cups are made from PET (Polyethylene Terephthalate) and our plastic spoons and straws are made from PP (Polypropylene). Our eco-friendly ice cream cups are made from FDA approved food-safe paper coated in a thin layer of PLA (Polylactic Acid). PLA is plastic made from corn starch. Our eco-friendly spoons are also made from PLA. Our eco-friendly wooden spoons are made from FDA approved smooth birch wood.
What does it mean if a product is “eco-friendly”?
You may have noticed that some of our products are labeled “eco-friendly,” however this can mean different things to different people. All of our eco-friendly products are fully biodegradable and our eco-friendly paper cups are completely compostable as well.
Where can I find the dimensions of products?
Dimensions of products are listed in the product description under specifications. However, if you can’t find the dimensions of a product in its description, call our customer solutions team at +86 87946-078 or email us at customersolutions@hotcupfactory.com.
Are your cups flush-fill or practical-fill?
All our cups are practical fill. That means that the measurement of our cups isn’t based on the volume of the cup to the rim, it’s slightly below the rim. This way, you don’t have to overflow your cups to get the right amount of product in them.
What measurement do you use for your cups?
We use fluid ounces (fl oz) to measure our cups.
Shipping and fulfillment？
This depends on the time you place your order and the shipping method you choose. For non-custom products, our residential and commercial 15+ business day shipping option guarantees delivery within 15 to 20 business days. For exact details on shipping times, please refer to our shipping policy.
What is your shipping policy?
You can view our full shipping policy here.
I only received part of my order. What should I do?
Sometimes products are shipped from multiple locations, so they may not all arrive on the same day. Don’t worry! Give us a call, and we can investigate to find out where the rest of your order is.
Distributor inquiries？
What does it mean to be a distributor?
Being a distributor means that you would like to sell our products on your website or storefront as packaged. If you are using our products to store your own products, you would not be considered a distributor.
How can I become a distributor?
We love our distributors! If you want to become one, all you need to do is fill out this form, and we’ll contact you.
Custom products
Which products are available to customize?
We have a wide variety of products available to customize. They are as follows:
- Paper Hot Drink Cups in following sizes: 8, 12, 16, & 24 oz
- Clear Plastic Drink Cups in following sizes: 12, 16, 20, 24, & 32 oz
- Paper Hot Soup Cups in following sizes: 3, 4, 5, 6, 8, 12, 16, & 32 oz.
- Paper Food Cups in following sizes: 3, 4, 5, 6, 8, 12, 16, & 32 oz.
- Paper Cold Drink Cups in following sizes: 8, 12, 16, & 24 oz
- Opaque Plastic “Stadium” Drink Cups in following sizes: 8, 12, 16, 17, 20, 21, 24, 32, and 44 oz
- Heavy Duty Spoons in both solid color and color changing varieties
- Lids are offered for each product size listed and can turn our paper food cup and paper hot soup cups into to-go containers
Do you offer eco-friendly custom options?
Our paper cups are all eco-friendly! Our DongGuanCHINA-Made cups in particular are made with post-consumer recycled fibers, giving them both a premium feel and making them our most eco-friendly custom option.
Where are your custom cups produced?
Our custom cups are produced here in the China.
Why should I invest in custom cups?
When opening your ice cream shop, you’re probably getting conflicting advice about custom ice cream cups. They can be more expensive than plain ice cream cups but you have to remember that it’s an investment. You’re investing in branding for your shop, advertising, and decor.
What is the custom branding process?
What is the minimum order quantity?
If you are ordering paper products, the minimum order quantity is 2,000 units. If you are ordering PET plastic products, the minimum order quantity is 4,000 units.
What does the custom ordering process look like?
When you order custom by either giving us a call at+86 0769-87946078or emailing us at , you’ll be connected with a sales representative. They will discuss pricing, quantities, and lead times to make sure we are able to meet your needs!
Once you place the order for your cups, you’ll get the opportunity to work one-on-one with a member of our in-house design team. They can help you create a logo, adjust an existing logo, or put your design onto one of our templates. Once that has been completed, everything is sent into production.
A member of our fulfillment experience team will be communicating with you during that production process to answer any additional questions you may have.
Do you offer design services?
Yes! We would love to help build your brand and logo. Contact our sales team at (86) 0769-87946078 or email us at , and we can identify how we can best help you.
When will I get my custom products?
We have a few different options for you to help you get exactly what you’re needing. Our lead times vary depending on the custom product you choose. Generally, our while Overseas cups can take anywhere from 3-6 months to arrive after submission to production.
I need my cups sooner than the allotted time. Do you offer any rush services?
We do not currently offer any rush services for our custom products. However, if you’re needing cups sooner than our custom cups can make it to you, we would be more than happy to help you get some non-custom or stock cups in the meantime to hold you over! Click here to view all our hot cups that can ship to you within 15-20 days.
Returns
My spoons/cups/lids are defective. What should I do?
We pride ourselves in a strict quality control process. However, on rare occasions, there can be issues in the manufacturing process. If you received supplies that are in some way defective, give us a call or send us an email. We’ll figure out what the problem is and make things right.
What is your return policy?
If you want to return your order, we try to make our process as simple as possible. Just click here to start the process.
Pricing
How can I get a discount?
Subscribe to our email list at the bottom of our website to be notified about sales and discounts!
Samples
Can I get samples?
Yes! Our sample boxes are customizable according to what we have available in our sample inventory. The sample box is a small fee of $15.00 to cover the shipping cost. You will receive a variety of the products we offer on our storefront.
Please contact us at info@tuokonn.com to inquire about what sample inventory we have available.