Product issues

Please contact us immediately either by phone or email in case of product defects or flaws, we will assign a specialist to handle the issue for you. Regarding exchanges or returns, we will immediate conduct the procedure after the method is confirmed by both parties.

Totempak has a ISO22000&HACCP certified plant, and utilizes our self-developed automated inspection machine to eliminate flawed merchandises. Paper boards are also imported from international-standard paper mills, and only imported international-standard papers. A stable source of paper boards and certified plants enable us to continue to provide quality products for our consumers.

If financial losses and health damages are caused by defective products, after formal assessment is done by parties, legal responsibilities or agreed compensations will be made. For contracted clients, if the products are rejected due to deflects/flaws or instability in product quality, compensations will be made as according to the contract details. For customers of regular templates, other templates will be substituted as an emergency procedure.

Totempak would provide samples for clients with basic personnel information registered in our database for small-quantity sampling (limited to once only); the samples will be limited to a maximum of 5 units.

Incompatibility or spilling issues are caused by deviations in dimensions between traditional paper cups and lids. Totempak conducts regular sampling on a set number during the production process. Standard cover-testing will be conducted and the data will be recorded to ensure the issues of incompatible cups and lids do not occur.

Traditional No.4 LDPE paper cups and Totempak's No.5 PP paper cups still have oil-leakage issues more or less. In the forming structure and the cross-section of the paper cups, pinhole-leaking would still occur to hot oil with better permeability, causing oil leakages. But in comparison with tradition No.4 LDPE paper cups, our No.5 PP paper cups have better structural integrity and anti-leakage capabilities, effectively reducing the occurrence of such issues.

Juice is a highly acidic beverage which compromised the structure of the paper cup at its joints. Juice containing fruit peels contains even more enzyme substances which increases the permeability of the juice. Totempak's No.5 PP paper cups may not be able to eliminate the issue entirely, but they do prevent mass-leakage, and maintain the leakage within the tolerable range of usage.

There are many different materials for lid seals, most adopt the tradition No.4 LDPE materials; when sealing cups that also adopt No.4 LDPE materials, the similarity in plastic ensures the seals will be fully secured. Therefore, when choosing lid seals, please make sure the seals are made of the same No.5 PP material to ensure secure seals. Additionally, because No.5 PP has a higher temperature resistance than the conventional No.4 LDPE, the preset temperature on the automatic lid sealer can be increased slightly. For further inquiries, please contact our Totempak personnel, we will help you resolve them as soon as possible.

After a lid seal is applied to the paper cup, due to the integrating adhesiveness between the plastics is greater than the adhesiveness between the plastic and paper, lamination-tearing often occurs. This is an issue shared by most conventional paper cup, but Totempak's new product solved the issue, and improved the lid-seal quality.

Some paper cups on the market applied an exterior layer of plastic lamination, providing anti-condensation and water-softening characteristics. If this water-resistant film is not applied, the paper cup would soften immediately after absorbing water. Cup-softening and leaking issues may also occur in low-quality paper cups that are ill-formed or made with poor quality food-grade paper.

The presence of a smell in paper cups may be due to three reasons: printing-ink, paper pulp, plastic films. Traditional soy-ink has a naturally strong smell, which intensifies after comes in contact with heat. General food-grade paper pulp may also retain some paper-pulp smell. Traditional No.4 LDPE lamination is prone to have a plastic smell due to heat-resistance issues. Totempak's paper cups utilize water-based ink or Wrapped-Ink technology, effectively reducing the smell of printing ink. We adopt international-standard food-grade paper, not poor-quality second-rated paper, as well as No.5 PP copolymer high-heat resistant lamination, emitting no pungent plastic smell.

Hot coffee cups are thicker, but do not have an exterior layer of anti-condensation lamination, which make them prone to cup-softening when containing cold beverages, hence cannot be used to hold cold beverages. Cold beverage cups are thinner, and have an exterior layer of anti-condensation lamination, protecting the cup from softening when holding cold drinks. Hot&cold all-purpose cups have the same thickness as hot coffee cups, and also come with an exterior layer of anti-condensing lamination. They provide reliable sturdiness and safety when handling hot beverages, as well as anti-softening capabilities when containing cold drinks.

The PP rigidity of the PP laminated paper cups is very well, hence they would emit sounds like cellophanes.

Because we utilized PP lamination. Its rigidity enables us to reduce the usage of paper, while enhancing the sturdiness of the paper cups. We protect the environment by reducing weight and quantity of usage.