How can we help?

User Manual

Complete instructions for setup, use, and care

Shipping & Delivery Information

Detailed terms and conditions regarding the delivery of products

Regulatory Information

Compliance, certifications, and legal product disclosures

Return, Refund & Cancellation

Learn how returns, refunds, and cancellation work

Privacy Policy

How we collect, use, and protect your data

Delete my account

Learn how to request deletion of your Crustello account data

Warranty Information

Details on product warranties and coverage

FAQ

Have questions? We’re here to help.

Shipping, Customs & Orders

Will I be charged customs or duty fees?

EU Customers: We ship from within the EU, so there are no additional customs or duties. US Customers: Shipping is DDP (Delivered Duty Paid), meaning all tariffs and taxes are included upfront in your shipping fee. You will not face extra charges at delivery. Other Countries (Canada, Thailand, Mexico, Panama, etc.): Unfortunately, we have no control over the import taxes and customs policies of countries outside the EU/US. Any applicable duties or courier processing fees are the responsibility of the customer.

What is the cancellation and return policy?

Cancellations: You may cancel an unfulfilled order, but please note that payment provider transaction fees are non-refundable. Returns: We offer a 14-day satisfaction guarantee. Returns initiated within the first 14 days are free of charge. Please check our website for full details.

Device & Hardware

Are the Crustello bowls BPA-free?

Yes, the bowls are made of high-quality Tritan plastic, which is completely BPA-free and safe for food contact.

My sensor displays "Hardware Error E1003" or the dough temperature constantly reads 0.00°C. What should I do?

Please email our team at support@crustello.com. This is a known hardware fault for a small batch of devices, and we will send you a free replacement along with a prepaid DHL return waybill for the faulty sensor.

How long does the battery last, and what if it drains in 1-2 days?

On a full charge, the sensor's battery will last for approximately 80 to 100 hours of continuous recording. If your battery is draining rapidly (e.g., in a single day), check to make sure the sensor is not continuously auto-connecting to your phone via Bluetooth, which can drain the battery faster than necessary.

Can I use the Crustello bowls in the refrigerator or a heated proofer?

Yes! The sensor functions perfectly in the fridge, with the battery lasting over 75 hours in cold environments. It also fits nicely into proofers (The Starter bowl fits the Brod & Taylor Sourdough Home perfectly). However, for safety and battery health, do not expose the sensor to temperatures above 40°C (104°F).

Can I put a pH meter or temperature probe inside the bowl while it is recording?

We do not recommend this. For the smart sensor to accurately measure the volume and rise of the dough, the lid must be fully closed and sealed. An obstructing object will interfere with the sensor's readings.

Can I use the smart sensor with my own glass jars or flat-bottom containers?

Currently, the sensors are specifically calibrated to the dimensions of the Crustello Starter and Proofing bowls. However, we are developing a DIY Universal Mounting Kit, planned for Summer 2026, which will allow you to calibrate and use the sensor with your own glass, metal, or plastic containers.

My sensor is not charging. What should I do?

App, Software & Usage

What is the minimum amount of starter I need to use for accurate tracking?

For the sensor to measure volume increases accurately, we recommend a minimum total weight of 100g in the starter bowl.

What is the minimum amount of dough I need to use for accurate tracking?

For the sensor to measure volume increases accurately, we recommend a minimum total weight of 600g in the proofing bowl.

What if I want to proof a small pizza dough (e.g., 250g)? Which bowl do I use?

You can use the smaller Starter Bowl for small amounts of dough! Simply select the "Preferment" mode in the app rather than the main "Dough" mode, as the Preferment mode is calibrated for the Starter Bowl's dimensions.

Does the app support gluten-free baking or commercial yeast?

Yes, Crustello can track and measure any type of dough—including gluten-free dough, liquid sourdough, stiff sourdough, fresh yeast, and dry yeast.

How does Crustello handle the "Stretch and Fold" process?

Stretching and folding temporarily deflates the dough and changes its shape, which can confuse the sensor's volume readings. We are working on software updates to better handle these interruptions. For now, we recommend starting your bulk fermentation recording after your stretch and fold routine is complete or pause the recording of the sensor before removing it from the bowl.

Does the sensor require a constant internet connection?

Your initial setup requires a 2.4GHz Wi-Fi connection (ensure "band steering" is off on your router if you have connectivity issues). However, the sensor will continue tracking your dough even if the Wi-Fi drops. It stores the data offline and will automatically upload the full recording to the cloud once it reconnects.

What do the different colors of the Wi-Fi icon mean?

The Wi-Fi icon gives you a quick visual indicator of your sensor's connection status: Green: The sensor is actively connected and currently sending data over Wi-Fi. Gray: The sensor is in stand-by mode. Red: The sensor is having issues connecting to your Wi-Fi network.

For questions or concerns, please contact us.