Cinder FAQs

Product DimensionsCinder measures 13" x 17" x 7" (Width x Depth x Height) when closed, and hits a maximum vertical height of just under 18.

Kitchen RequirementsCinder is designed for a standard three-prong 15-amp circuit, which most homes in the US have. We recommend having 25" x 12" x 18" in counter space available in your kitchen.

Top and Bottom PlatesOur heating plates are made ceramic-coated aluminum. They are a very effective non-stick surface and heat evenly. The top plate is capable of pivoting 1" up and down to maximize surface area contact with your food.

Just before your Cinder is ready to ship, well pull the shipping address from that order and email you to confirm. When your Cinder is shipped out, well send you a tracking number.Anytime before that, you canview or changeyour shipping address:

Log into your account by clicking on the or clicking here icon in the top right of the website().

Click on your order number:

And check the shipping address:

If you need tochange yourshipping address, click "Update Shipping Address" and fill out the form:

You may cancel anytime before shipping for a full refund, including any shipping or taxes paid, with no additional fees or penalties. This applies to pre-orders as well.

We stand behind Cinder and hope youll find it as revolutionary as we do, so we provide a one-year warranty.We extend this policy to units that were used in a normal fashion and remain in normal working order. It does not apply to water damage, damage from dropping Cinder, damage from placing Cinder close to a heat source like a gas flame, etc.

If something broke or doesnt work, please try searching these help documents as the solution may be quickly available. If you are still having trouble, please email us at [email protected].

Cinder ships in the order received, so pre-order now to reserve your spot.

For US orders, here's a rough timeline based on when your pre-order was placed:

If you ordered at our launch, your order will ship inDecember

If you ordered late lastMarch, your order will ship inJanuary 2017

If you ordered last April to Now, your order will ship inFebruary 2017

Canada will shiparound 4-6 months later, due to requirements related to government regulations and safety certifications.

We are not taking new orders for other countries at this time until we have more clarity on timing and pricing. The certification requirements are quite different than the US and Canada, and since Cinder is ahigh-voltage, high heat cooking appliance we want to make sure we are delivering a high-quality product for each market.

If you have an existing order, note that we will reach out a few weeks before your order ships to confirm the shipping address, and again when it ships.

We do our best to provide accurate estimates of cooking times. However sometimes the estimate could be off. For example, if the food was recently frozen and that was not indicated in the app. Each piece of food is a little bit different - meats are a complex mesh of proteins, fat cells, and other tissue - which is what makes cooking much harder than heating a solid block of aluminum, for example.

If you think the estimate was way off, please let us know so we can figure out what happened: [email protected].

We stand behind Cinder and hope youll find it as revolutionary as we do, so we allow a 100 day period for returns.

We extend this policy to units that were used in a normal fashion and remain in normal working order. It does not apply to water damage, damage from dropping Cinder, damage from placing Cinder close to a heat source like a gas flame, etc.

If you wish to request a refund, please email us at [email protected]. Includingyour order number and email used to place the order will help us respond sooner. Order numbers are six digits preceded by a hash-tag (like this: #SH0000), older orders may have a35 digit alphanumeric transaction number (like this:CON...........2F74).

FedEx Ground will be used in most cases, with the tracking number provided at the time of shipping via email. The shipping address on that specific order at the time of shipping will be used - notice that your main account overview might have a different default address than each specific order.

Cinder measures the thickness of your food and then runs a calculation which looks at the type of food you are cooking and the starting temperature and precision cooking temperature. This gives a fairly good estimate that should be accurate within 10-20% or so.

The actual notification that your entire food has reached the precision cooking temperature is based on actual data. Cinder looks at energy usage, temperature, thickness and runs a patent-pending algorithm to determine when this point is reached.

Were sorry and surprised to hear that. We want to figure out what happened so please share the details and we can address on a case by case basis. Please email us: [email protected].

Click here for Legal and Privacy Policy.

Just before your Cinder is ready to ship, well pull the shipping address from that order and email you to confirm. When your Cinder is shipped out, well send you a tracking number.Anytime before that, you cancheck on your order status and details:

Go to your order confirmation page.

Log into your account by clicking on the or clicking here icon in the top right of the website().

Click on your order number:

Here you can view your estimated delivery date:

And check the shipping address:

To change yourshipping address, click "Update Shipping Address" and fill out the form:

Sorry for the difficulty.

The first thing to check is whether the account is under a different email. Maybe your work email was used. Next, if it's the first time trying to access your account, it may not have been set up yet. In this case, click "register" and sign up for a new account - be sure to use the same email address used for your order(s) so they will show up properly.

If you're still having trouble, let us know by email so we can help you out: [email protected].

I sent an invite to set up an account to your email. Please take a look and see if that will solve the situation. And please respond if it still doesn't work for you.

We're working out the details but expect to offer at least 2 options for a variety of high quality foods you can cook with Cinder. Definitely expect an option to include some of our favorites like steak, and if you are a vegetarian,we promise we'll have something for you too!