Support
Frequently Asked Questions
Everything you need to know about your Ondo smart mug, battery, cleaning, shipping, and more.
FAQs
Every Ondo order includes the mug, a free lid, the wireless charging coaster, a USB-C charging cable, a plug, a user guide, and an introduction card — everything you need to get started right out of the box.
It's simple: place the mug on the coaster to power it on, tap the on-mug control to set your preferred temperature, then pour your drink and enjoy. Ondo holds it right where you want it.
No app required. All temperature controls are built directly into the mug for a simple, screen-free experience, just tap and go.
Yes, every Ondo ships with a free lid included at no extra cost. It's great for keeping your drink warmer for longer or sipping on the go.
Troubleshooting
Quick fixes for common questions.
First check if it's on. A dark display means it's off, hold the button for 2 seconds until you see HELLO. Next check if it's set to a temperature. COLD means standby, just one press to set your temperature.
The mug was likely in standby or off. The coaster charges either way, so it can look alive without actually heating. Set a temperature before or when placing it down.
Your drink has cooled below about 104°F, or a hot pour was misread. Press the button to re-set your temperature and it resumes. If this happens repeatedly on hot drinks, contact support.
No, that's just standby. Press once to cycle to a temperature.
Still Have Questions?
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Can't find the answer you're looking for? Our support team is happy to help with anything Ondo related.