Frequently Asked Questions

  • Loyalty Program
  • Products
  • Support
  • Tips & Tricks


Can I Redeem Points In Addition To Using A Discount Code?
  • No, rewards points cannot be combined with any additional discount.
Will my points expire?
  • Yes. The points will expire after 12 months of inactivity.
How can I join the Stündenglass rewards program?
  • It's simple! Just create an account, and you'll automatically receive 30 points!
When will I start receiving points?
  • When you create an account, you'll automatically get 30 points. Plus, you'll earn points for every purchase and completing special actions.
What types of actions are rewarded?
  • You’ll receive points for each of these actions: Following us on Facebook, Instagram or Twitter; creating an account, and leaving a review after making a purchase.
  • Following us on each social channel is only rewarded once. However, we always appreciate interacting with the Stündenglass community regularly!
How does refer a friend work?
  • Simply fill out the Refer a Friend form on our rewards page! Your friend will receive an email with a $100 coupon, and you'll be rewarded with 1000 points($100 value) for every successful referral.
What types of purchases are rewarded?
  • You earn points for every dollar spent (100 points = $10). Please note, taxes, shipping fees, and additional costs are excluded.
When are points given to customers?
  • The points will be automatically added to your account when your order status is fulfilled. In addition, if you add your date of birth, we’ll give you 100 bonus points on your birthday each year!
How can I redeem my points?
  • It’s easy! Just select the amount of points ($10=100 points) you would like to apply at checkout. Please also refer to our “How to use your points” section for more info.
    Does my VIP tier status expire?
    • No, we've recently updated the VIP tiers program to lifetime. This means your tier status and benefits will remain unchanged even without making a purchase.
    Are there any extra benefits for becoming a VIP Diamond tier member?
    • Absolutely! As a diamond tier VIP, you'll enjoy a 2x multiplier on earned points, receive 300 birthday points, 300 extra points upon entry and gain exclusive access to VIP promotions and product launches!


    What Is The Difference Between A Large Glass Infuser And Kompact?

    The large unit and the Kompact both have the same functionality and compatibility with 14mm adapters. The differences between the two units are listed below.

    • The Kompact is 30% the size of the large unit.
    • Height difference: Large is ~16 inches & Kompact is ~11 inches
    • Large Globe volume: 3 Cups vs Kompact Globe volume: 2 cups

    Large: Reusable craft box with handle vs. Kompact: Custom fit, premium fabric travel case with handle and straps

    How To Use

    How To Use A Stündenglass Gravity Infuser

    Fill with water through the hole in the body into the lower globe up to the visible shoulder of the glass. Attach the top globe, turn until just snug. Add material to your smoking bowl. Rotate the unit almost all the way and then ignite your material. When water starts to drain, smoke will be pulled into the top globe. When all water has been drained through the device, you can pull from the unit or rotate again to have all of the smoke push out to you for a contactless experience.

    Watch the video below to see how to use the Stündenglass Kompact Gravity Infuser.

    How Do I Fill My Stündenglass With Water?

    Begin by removing the top globe by unthreading or turning it counterclockwise. Pour water in the drain hole, through the body into the bottom globe. Please stop filling when the water level reaches the top of the visible glass (bottom globe). Replace the top globe by threading in clockwise. Adjust until just snug. Do Not Remove the Bottom Globe From The Bottom Side when filled with water.

    Where Can I Find A Diagram For Assembly?
    How To Use A Stündenglass Kompact Gravity Infuser

    Fill with water through the hole in the body into the lower globe up to the visible shoulder of the glass. Attach the top globe, turn until just snug. Add material to your smoking bowl. Rotate the unit almost all the way and then ignite your material. When water starts to drain, smoke will be pulled into the top globe. When all water has been drained through the device, you can pull from the unit or rotate again to have all of the smoke push out to you for a contactless experience.

    Watch the video below to see how to use the Stündenglass Kompact Gravity Infuser


    How Do I Clean My Stündenglass?

    The only recommended way to clean your Stündenglass is with water and isopropyl alcohol. Gently swab the inner and outer parts of the device using a soft cloth soaked with isopropyl alcohol. Do not use any abrasive cloths or cleaning agents other than isopropyl, soap and water, as this may cause permanent damage to the anodized and painted finishes, and must be avoided.

    Only the glass globes are dishwasher safe. Do not place any other parts of the Stündenglass in a dishwasher.

    Quick Clean: Remove the top globe. Rotate the unit to empty out all water. Fill with ½-1 inch of isopropyl alcohol. Thread top globe back on the device. Rotate the unit numerous times until clean. Remove top globe, drain alcohol and rinse with clean water. Remove the magnetic bowl intake adapter end cap and then the rubber plug to clean inside the valve. Removing and disassembly of the upstems may also be necessary for optimal use.

    How To Clean My Stündenglass


    How To Clean My Stündenglass Kompact Gravity Infuser


    How Do I Deep Clean My Stündenglass?

    Remove top globe. Rotate the unit to empty out all water. Rotate then remove the other globe from the top side. Remove each upstem counterclockwise. Use a Hex Head Allen key (included in the maintenance kit) and locate the hex head bolt on the underside to remove the mouthpiece elbow. Pull elbow off. Now pull the entire body off the valve. Gently rotate the body back and forth to work it off the valve. Clean all parts with isopropyl alcohol. Replace seals if needed. Place one bushing and rubber seal back into the body cavity. Place the last bushing and seal it into the body cavity. Push the body back onto the valve. If bushing pushes out when doing so, you have it on backward. Ensure the outlet hole is facing the mouthpiece side. Replace outer seals and/or o-rings if equipped. Reinstall mouthpiece and thread hex head bolt back in. Reinstall upstems. Note: Upstems can be disassembled for deep cleaning.

    Please see our YouTube Video for visual instructions.

    How To Deep Clean My Stündenglass

    How To Deep Clean My Stündenglass Kompact Gravity Infuse

    Replacement Parts

    Find the right part for your task here.

    By only using genuine Stündenglass parts, you are ensuring that your machine continues to work as intended and that your warranty remains intact.


    Quick Tips
    • Make sure all parts are where they need to be and store the accessories safely
    • Don’t over fill
    • Clean regularly

    Both upstems need to be secured in place for the device to function. The outer percolator can be removed however the center upstem must be in place on both sides.

    If your unit is not drawing in smoke properly, be certain the valve pin is in place (see pic):

    If the valve pin is in place, be certain the body is on the correct way with the outlet hole on the mouthpiece side:

    If you experience a leak, be certain the unit is clean and the upstems have been disassembled and cleaned inside. You may need to also push the body towards the upright to ensure seals are tight.

    If you hear water inside the valve, simply tilt the unit towards the side so the water inside can drain back into the unit. If your unit is dirty then the drain hole inside the valve may be clogged. Remove the magnetic bowl elbow and rubber plug and then run a chenille through the valve to ensure it is clear

    What do I do if my Globe is stuck?

    If the collar is turning when trying to remove a globe, you likely have a device with removable rubber collars. Pull away from the body and they can be removed. Clean the back of the collars and the body, next reinsert them, ensuring they are seated flush with the top of the unit and the lip is seated into the groove all along the bottom. If you have a first-generation model with hard plastic threaded collars, those cannot be removed. If you have a leak from this area or the globe, please contact customer service.

    If your globe is stuck and the collar is not moving, we recommend first placing the unit on the floor, ensuring its stability and standing over it to use both hands to turn the globe. It may take a few tries and you may need to push down or pull up very slightly however that should free the globe up to remove it. If this does not work, please pour out the remaining water through the mouthpiece then pour some isopropyl alcohol into the unit, rotate numerous times to allow the alcohol to free up whatever has the globes stuck to the collar. Pause in the 1 o’clock position on all sides for a few minutes to allow the alcohol to rest between the globe and collar and then try again.

    What can I do if the unit is difficult to rotate?

    If your Stündenglass starts to get difficult to rotate, clean it immediately. Use the Quick Clean method to ensure the inside valve seals are clean. If these are not cleaned regularly, material will build up causing the unit to get stuck and eventually tear the seals. If this occurs, you will need a maintenance kit to replace the seals.

    Why is there no smoke out of the mouthpiece or being pulled into the unit?
    The upstems on your Stündenglass are clogged or the valve/bowl intake is clogged. Please follow steps in the Quick Clean or Deep Cleaning to clean your upstems and valve. If that is not the issue, then the body may be on backwards. The outlet hole should be on the mouthpiece side. See: Basic Troubleshooting
    Why does the mouthpiece and valve rotate and not stay in one place?

    The valve pin was removed and not replaced. This is a small pin that fits into a groove under the bowl elbow. This is used to hold the valve in place for a table mount to wall mount. When removing the magnetic elbow, ensure this part is not lost. Place the pin in the center groove for table mount or a side groove for wall mount. See pictures under Basic Troubleshootin

    What can I do if water is leaking from the Globes?

    If your unit is equipped with removable collars: ensure the threaded collar is seated all the way into the body, sitting flush with the top of the body. Press along the bottom inside of the collar to ensure it is fitted into the groove in the bottom of the body all the way around. If issues persist, remove the collar, clean the body and collar and then dry out completely before replacing it. Thread the globe in so it is snug. If the globe is difficult to thread in, use a small amount of vegetable oil on the threads.

    If your unit has solid plastic collars that cannot be removed, please contact customer service.

    What can I do if my Globe is stuck or hard to remove?

    If your globe is stuck, place the unit on the floor and stand directly over it. Use both hands to turn the globe. You may need to push down or pull up very lightly at the same time. If the issue persists, follow the Quick Clean steps to get isopropyl alcohol into the body and under the edge of the glass to help free it up. If you cannot remove either globe, pour out all of the water through the mouthpiece. Fill with some isopropyl alcohol through the mouthpiece then rotate numerous times and complete the steps above.

    Can I change the upstem configuration?

    The Stündenglass upstems are two separate pieces: the center upstem and the outer percolator shell. The shell can be separated from the stem by holding onto the shoulder above the threads and turning the outer shell counter-clockwise. You can choose to take one off of one side and leave the other on or, take both off or leave both on. It is recommended to periodically clean inside these stems for optimal performance.

    Contact Us

    How Do I Contact Technical Support?

    If you are having issues or questions about the operation of your Stündenglass, or if you receive your package containing a damaged item, please provide a picture or short video of the issue and email directly to, include your serial number and order number or proof of purchase if not bought directly from our website. Note: Your product must be registered within 30 days of purchase to receive support and proof of purchase must be attached to the registration. Glass items are not covered under warranty unless broken in transit.

    Contact details:
    Phone: +1-800-993-4503
    Address: Stündenglass Technologies, LLC, 1123 Locust St #166 St Louis, MO 63101

    Can't Find What You're Looking For?

    If you are unable to find the part you are looking for please contact us.

    Contact details:
    Address: Stündenglass Technologies, LLC, 1123 Locust St #166 St Louis, MO 63101

    Delivery & Returns

    How Do I Check My Order Status?
    All orders take approximately 3-5 business days to process. The shipping option you chose at checkout begins once your package leaves our warehouse. Please understand that carriers are experiencing delays and we cannot request a refund for shipping fees. Once your order has shipped from our warehouse, you will receive an email with tracking information. If you cannot locate this email, please check your spam or junk folders. Adding us to your contact list ensures receipt of all Stündenglass emails
    Once My Order Is Placed, Can I Make Changes To It?
    For security purposes, we cannot change shipping addresses or modify orders once they have been submitted. If you placed your order within the last 12 hours, we may be able to cancel the order. Please submit a request using the contact us form.

    Register Your Machine

    Activate Your Warranty
    Please visit this page and click Get Started to enter your serial number. When registering your product, if you receive an error, please try using a lower-case letter as your first character. If you still have an issue, please email with a picture of the authentication sticker on the back of the box and matching serial number etched onto the body. For security purposes, please note that we are not able to register the product for you.
    How Can I Tell If My Device Is Authentic?
    All authentic Stündenglass unit boxes have a sticker with a scratch-off authentication code on the back of the box, along with the serial number. The same serial number is etched into the body of the unit. These numbers are used to validate and to register your unit at Items lacking these numbers were not produced by us. If the serial number you are trying to enter cannot be registered, you may own a counterfeit unit. Please contact us if you believe this to be incorrect.v
    Genuine Stündenglass Parts
    By only using genuine Stündenglass parts, you are ensuring that your machine continues to work as intended and that your warranty remains intact.

    Route Package Protection

    What is Route and Green Package Protection?

    Route's Green Package Protection is a package protection solution that helps cover your order in the event that your order gets lost, stolen, or damaged while in transit while also protecting the planet. We know how frustrating it is to have something happen to your order, so we’ve partnered with Route to offer added assurance that you’re supported, no matter what. Green Package Protection can be added during checkout.

    Every time you add Green Package Protection to your order, Route donates to support an
    agroforestry initiative that removes CO₂ from the air and promotes a flourishing ecosystem. 

    You can also utilize the Route App to visually track all of your online orders in one place and easily file a claim with their team. Whether you’re tracking via the Route App or online Route’s real-time shipping updates keep you in the loop throughout every part of your delivery. Haven’t downloaded the app yet? Download here

    Purchased Route's Green Package Protection and looking to file a shipping issue online? File here

    What is Carbon Neutral Shipping?
    Route is covering the cost to neutralize shipping emissions when you add "Green Package Protection" at checkout. "Green Package Protection" Shipping includes package protection at the same cost as before, with the additional benefit that your shipment is carbon neutral. By adding Green Package Protection to your cart, you're automatically taking instant climate action – no donation required.
    How does Green Package Protection/Carbon Neutral Shipping work?
    Route has partnered with Patch, a carbon credit marketplace, to facilitate the purchase of carbon credits to neutralize your emissions. Carbon credits represent a certified unit of carbon removal or avoidance delivered by environmental projects that can be purchased to naturally remove carbon from the air. Patch is a high-integrity carbon removal project that is vetted and certified by organizations like Gold Standard, Verra, Climate Action Reserve, and The American Carbon Registry.
    Where is My Order?
    Once your order has been fulfilled by our team, a shipping confirmation with a tracking number will be emailed. You can download  Route’s mobile app for iOS or Android to visually track your package and receive real-time notifications on its estimated delivery.
    How Does Route Work?

    If your Route-protected order ends up lost, damaged, or stolen, Route’s expert support team helps ensure that your order gets replaced or refunded as preferred. Claims will be reviewed for approval within 1-2 business days from filing.  

    Need to file a claim?  File here

    How Does Route Process Refunds or Reorders?

    Refunds: When refunding an item, Route covers the subtotal, shipping, and taxes if the merchant has Automatic Issue Resolution enabled.  

    In both cases, the Route Premium cost will not be refunded. 

    Reorders: Route will reorder the items, depending on in-stock availability. Unavailable items will be refunded. Route will cover the cost of any reorders including shipping, taxes, and Route Shipping Protection.

    When Should I File a Claim?

    Marked As Delivered (Stolen)

    • Claims will be reviewed no earlier than 5 calendar days and no later than 30 calendar days from when it was marked delivered. 
    • Please note, some order issues may require a police report to be filed.

    Stuck In Transit (Lost)

    • For domestic orders, claims will be reviewed no earlier than 2 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 365 days from the order date.
    • For international orders, claims will be reviewed no earlier than 20 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 365 days from the order date.


    • Claims for damaged items require photos of the packaging and item(s) and must be filed no later than 30 calendar days from when it was marked delivered.

    All of Route’s policies are listed here

    What if My Order Never Arrives or is Stolen?

    Route definitely helps cover these instances! To protect your order against loss or theft, add Green Package Protection at checkout. 

    If your order has not arrived, please file a claim with Route here. 

    What if My Order Arrives Damaged?

    Route covers damage as well! To protect your order against damage that occurred during shipping, add Route Protect at checkout. 

    If your order has arrived to you damaged, please take photos of the item and the packaging it arrived in to include in your claim when filing. 

    You can file a claim with Route here.

    If your order has defects or you suspect it was damaged during manufacturing, please reach out to us and we will be happy to work with you to remedy the situation.

    How Do I File a Claim for my Lost, Damaged, or Stolen Order?

    If you insured your order with Route at checkout, you will receive a confirmation email from Route with a link to file a shipping issue. 

    You can also file a shipping issue on Route’s app or via the web here. To file a claim, you will need your store order number OR Route ID number and the email address that was attached to the order.

    Haven’t downloaded the app yet?  Download here

    What are Route’s Terms and Conditions?
    Route’s terms and conditions are listed here:
    Is Route a Licensed Insurance Company?
    While Route itself is not an insurance company, Route is authorized to provide access to shipping insurance. It does this through its entity, Safe Order Solutions, which is licensed to sell the shipping insurance issued by Seg Insurance Ltd. This makes Route's Protect product legal and compliant for brands to offer as shipping insurance to their customers.

    Quick Tip

    Stündenglass Tips & Tricks

    Explore our favorite tips and tricks below! 

    What is cold smoke infusion?

    Cold smoking infuses food and beverages with smoky flavor while using no heat. Unlike hot smoking, you're not cooking the food. You burn wood chips, spices, or herbs in the chamber and the Stündenglass pushes filtered and cooled smoke into the sealed cloche. By the time the smoke reaches the food or beverage, the heat has dissipated, leaving just the flavor. The Stündenglass is not intended for longer smoke infusion sessions, but are meant to ‘finish’ an already cooked or prepared food or drink.

    Smoking Food & Beverage

    How do I smoke a beverage? How do I smoke food?
    • Place beverage cloche base on table next to unit.
    • Attach one end of the hose to the magnetic port on the cloche base, attach the other end of hose to the infuser stem.
    • Place the drink or food on the base and cover with the glass cloche.
    • Fill the chamber with wood chips. Rotate the unit and start burning the wood chips when water begins to drain. Rotate again to push the smoke into the cloche. Continue to rotate and ignite wood chips to push out more smoke.
    • Carefully remove the glass cloche to reveal smoked drink or food.
    What is the benefit of smoking food and beverages?

    The benefits of smoking food and beverages are to infuse a smoky flavor, aroma and heighten the visual experience of presenting any dish or drink. The Stündenglass percolators filter and cool the smoke, to not alter the temperature of the food or beverage. This is considered ‘cold-smoking’ or ‘finishing smoke’.