Frequently Asked Questions
Where is my order?
After you place your order, you should receive a confirmation email from us with your order details. Once your order is fulfilled by our warehouse and your order is picked up by the carrier, then you will receive the tracking number for your order.
How long does it take to ship?
US Domestic Transit Times*:
- Flat Rate (FedEx SmartPost): 2-7 business days
- FedEx Ground†: 1-5 business days
- FedEx 2-Day: 2 days
- FedEx Overnight: Next business day
*Transit time starts when the package is picked up by the carrier from the warehouse, ie when you receive the tracking info email.
†FedEx Ground is not available for all addresses. For Transit estimator, Origin Zip: 94545
When does my order ship out?
After your order has been prepared by our warehouse and picked up by the shipping carrier, you will receive a shipping confirmation email with a tracking number. Most orders will be shipped out within 1 business day of ordering. All orders are subject to verification and approval before shipping and this may take up to 48 hrs to process.
Please note, we do not ship out on Saturdays, Sundays, or Holidays. If your order is placed after 10am PST Friday to Sunday, your order will be processed on Monday.
Oh no! I made a mistake on my order, how do I change it or cancel it?
We start work on your order as soon as we can after you place it, so it is unlikely that we will be able to make any changes or modifications after you’ve placed the order. But if you immediately email us at firstname.lastname@example.org with the words “Urgent Order Modification” + your Order Number we will do our best to do what we can.
I missed the coupon code! Can you put it in after my order was placed?
Unfortunately, we can only apply coupons to orders placed within the promotion time window. If you placed the order before or after the coupon was active we cannot apply the discount.
But if you just forgot to put it in, then no worries! Just email us at email@example.com with the code and your order number and we will apply the discount retroactively.
Does Fellow ship outside of the Contiguous US, APO/FPO, PO boxes?
Yes! We ship to APO/FPO, Alaska, Hawaii, US Territories, and PO Boxes. But we cannot guarantee the same transit times due to the increased distance.
Does Fellow ship outside of the US?
We do ship to most international countries. If you try to checkout and your country is not listed, good news – we have a distributor in your country! Check out this Where to Buy page to see a list of our international partners.
International shipping is too expensive – do you have any other shipping options?
Unfortunately it is just expensive to ship anything internationally – no way around it. Some people set up a US forwarding address, that will send your package to a US address that then will be forwarded to your international address. That often will be less expensive than using our FedEx International rates. One option here.
Also we may have international distribution in your country that will provide cheaper shipping rates. Check it out here.
How do I return or exchange an item?
Please review our return and exchange policy here: http://fellowproducts.com/returns-and-exchanges/
You will need to get an RMA number and fill out a form to process a return.
What are the dimensions, weight, and capacity of your products?
Stagg Pour-Over Kettle:
- Color Box dimensions: 11in x 6.25in x 7in
- Product Weight: 2.1 lbs
- Volume Capacity: 1.0L (34oz)
Duo Coffee Steeper:
- Color Box dimensions: 5.75in x 5.75in x 12.25in
- Product Weight: 2.88 lbs
- Volume Capacity: 24oz (709mL)
- Color Box dimensions: 4.2in x 4.2in x 4.2in
- Product Weight: 1.1 lbs
- Volume Capacity: 8oz
Raven Kettle + Tea Steeper:
- Color Box dimensions: 10in x 6in x 6.5in
- Product Weight: 2 lbs
- Volume Capacity: 1.0L (34oz)
Help! I’m missing a part!
Oh no! We’re sorry to hear that. Sometimes our factory makes a mistake and misses a part in the assembly. Please email us at firstname.lastname@example.org and we would be happy to get you a replacement part.
Where are your products made?
Our products are designed in San Francisco, California, and manufactured in Xiamen, China.
Duo Coffee Steeper Questions
What is the difference between 2nd Generation Duo and the Beta version?
We have made several great improvements from our first try in the Second Generation Duo. For full details check out our blog post with the details: Duo Changes
What parts from the 2nd Generation Duo will work with my Duo Beta?
The new thicker silicone band and the inverted etched cone filter are compatible with Duo Beta.
Duo is not making a strong enough brew, what am I doing wrong?
First of all, there is no single ‘right’ way to make your coffee in Duo. There are many variables to play with to get the right brew for you. Let’s explore a few to help you make a better brew:
Make sure you are using freshly roasted and freshly ground coffee beans. Pre-ground or old beans usually have lost a great deal of their aroma and are not able to produce delicious cups.
Bloom your coffee! When you first pour your water, pour enough to wet your beans, then wait ~30 seconds for the ‘bloom’. This is where the remaining C02 is released from the beans and helps aid the extraction process. Rushing the bloom can result in a weaker brew.
Stir! After you have bloomed and added the rest of your water, you should stir the ground to make sure all the surfaces of the bean are touching the water to ensure an even extraction.
Be sure to use a fine enough grind. This can be tricky as too fine leaves grit in your cup, but too coarse doesn’t allow enough surface area for extraction of the coffee. Try grinding your coffee slightly finer than before and see if that helps get a stronger brew.
Add more coffee grounds to the brew chamber. This will increase the bean to water ratio and will definitely make a stronger brew.
Try increasing the brew time from 4min to 5 min or longer.
Extra tip: try squeezing the beans! After twisting to release your coffee, take the back of a spoon and squeeze the beans against the filter to squish out more of the brewed coffee sitting in the grounds.
Is the Stagg Pour-Over Kettle and the Duo Coffee Steeper compatible?
The Stagg does indeed work well with Duo. It is not the only kettle that will work with Duo, but it is the preferred combo. And the Joey Mugs are the perfect mugs to complete the set!
Stagg Pour-Over Kettle Questions:
Is Stagg Pour-Over Kettle compatible with all induction cooktops?
Mostly yes. The Stagg Pour-Over Kettles and Raven Tea Kettles will work on almost any induction cooktop. We have it in hundreds of homes and cafes that have induction cooktops and it works for them every day. However, a very few number of people have had issues – with Samsung and Bosch brand induction cook tops. The Stagg works 100% on coil top electric and gas stoves.
Stagg Pour-Over Kettle – what is it made of and what’s the finish?
Both kettles are made of high grade 304 stainless steel. The black matte kettle is coated in an FDA food safe high-temperature paint, which is baked onto the stainless steel. The copper kettle is a PVD copper coating. The mirror finish of the polished version is just the raw material.