Support
Contact Kasa
Have a question about an order, a product, or anything else? Every message is read by the Kasa team.
Your order, step by step
- 01
You pay
At the price shown, in Australian dollars with GST included, through Stripe. Card details never reach our servers.
- 02
Confirmation
An email with your order number and tax invoice. If you were signed in, the order also appears on your Account page.
- 03
Dispatch
In-stock products are dispatched within 1–2 business days. The HeatMug Pro and Heat & Go Combo are on pre-order, with estimated dispatch of approximately 4–6 weeks. KASA Connect is made to order.
Tracking an order. Signed in when you ordered? Your orders are on your Account page. Checked out as a guest? Reply to your confirmation email, or write to info@kasaessentials.com with your order number, and we’ll tell you where it’s up to.
Cancel an order
You can cancel an order at any time before it’s dispatched.
Email info@kasaessentials.com with your order number and we’ll cancel the order and refund the amount you paid to your original payment method. Once an order has been dispatched it can’t be cancelled, but your rights for faulty items still apply. Terms, section 3.
Shipping & fulfilment
Australia — free shipping. Free standard shipping Australia-wide.
New Zealand — 50% off shipping. Half price on the standard shipping charge, applied at checkout.
Available while allocated stock lasts. The discount applies to shipping only, not the product price. Express or premium delivery is excluded unless stated. New Zealand import duties, GST or customs charges remain the customer’s responsibility. Full conditions.
Community discount
Returns
Faulty items: 30 days. If an item arrives faulty, or develops a fault through no fault of your own, contact us within 30 days of delivery with proof of purchase and evidence of the fault, such as clear photos or video. You may be entitled to a repair, replacement or refund.
This works alongside, and never limits, your rights under the Australian Consumer Law and the New Zealand Consumer Guarantees Act. Terms, section 4.
Warranty
Product-specific warranty terms are not published yet. Until they are, faulty items are covered by section 4 of our Terms: contact us within 30 days of delivery. Your rights under the Australian Consumer Law and the New Zealand Consumer Guarantees Act always apply.
Product help
Questions
When will my order ship?
The HeatBox Pro and Thermal Carry Pro are in stock and dispatched within 1–2 business days of your order. The HeatMug Pro and Heat & Go Combo are on pre-order, with estimated dispatch of approximately 4–6 weeks. KASA Connect is made to order. Payment is taken at checkout.
Haven’t ordered yet? Join our list and we’ll email you about new products, launches and restocks.
Can I cancel an order?
Yes, any time before it’s dispatched. Email info@kasaessentials.com with your order number and we’ll refund what you paid. More on cancelling.
Do you ship outside Australia and New Zealand?
Right now we ship within Australia and New Zealand. India is the next market we’re working towards — see Future Plans. Wider shipping may open up after that.
How do I change my currency display?
Use the currency switcher in the header or the menu. Converted prices are an estimate for reference. Checkout always charges in Australian dollars (AUD, GST included); your bank or card provider converts it.
Can I change or remove myself from the waitlist?
Yes — email us at info@kasaessentials.com any time and we’ll sort it out.
HeatMug Pro manual
Straight from the printed manual that ships in the box. Please read before first use.
Important safety
- Do not place the mug in a microwave, oven, or on a stovetop.
- Keep the charging pad away from excessive water and never submerge it.
- The charging surface may become warm during operation — allow it to cool before touching the glass surface.
- Keep the product and charging accessories away from children when in operation.
- Do not place keys, cards, coins, or other metal objects on the charging pad.
- Use only a compatible QC 3.0 / 18W (or higher) power supply meeting applicable Australian requirements.
Using your Kasa HeatMug
- Place the mug centrally on the charging pad — the indicator will illuminate to show heating has started.
- The system is designed to maintain your beverage at approximately 55°C / 130°F.
- For added safety, the heating system enters standby after approximately 4 hours without activity.
Wireless phone charging
- The charging pad also supports compatible Qi-enabled smartphones at up to 15W.
- For best performance, remove unusually thick phone cases before charging.
Cleaning & care
- Mug: hand washing is recommended for longer product life.
- Charging pad: wipe using a soft, slightly damp cloth only.
- Never immerse the charging pad, cable, or power adapter in water.
Full specifications
| Mug capacity | 355 mL / 12 fl oz |
|---|---|
| Mug material | Ceramic |
| Heating output | Up to 18W |
| Pad wireless charging | 5W / 10W / 15W |
| Recommended input | QC 3.0, 18W or higher |
| Connection | USB Type-C |
Business orders
Looking for Business Connect, corporate gifting or wholesale pricing? Visit For Business or email info@kasaessentials.com directly.