Help and FAQs

Oh no! We know the RapidCool is a total lifesaver during feed time, so we're sorry to hear its digital lid is playing up. Let's get you back to happy, speedy feeding in a flash!

Sometimes the lid just needs a quick reboot. Could you give this little test a try for us? (Just make sure the flask is empty and has fully reset first!)

Let's test the lid:

1. Pop 180ml of boiling water (straight from the kettle) into the flask.

2. Secure the lid, give it a good shake, and then flip it upside down for 10 seconds. This lets the water meet the thermostat, and the lid should glow amber.

3. Stand the flask upright and set a timer for 4 minutes.

4. Flip it upside down again for another 10 seconds. The lid should now be shining green!

Did that do the trick? (Remember to always give it a good flip so the water can reach the thermostat inside the lid!)

If it's still not playing nice, our tech whizzes will need to investigate. So we can get this sorted for you ASAP, could you please send these details our way?

• A quick photo of the digital lid

• A short video showing the lid not turning amber after you've added boiling water and flipped it

• Your proof of purchase

• Your postage address and phone number

• The batch number from the base of the flask (it starts with the letter H)

Once we have all that, a friendly face from our customer service team will be in touch with the next steps!

You can contact our customer service team on 97069057 or email us support@nuby.com.au

When your flask isn't cooling properly, it's almost always a sign that it hasn't had enough time to rest and recharge its cooling magic after its last use.

The Golden Rule: Let it Reset!

Giving your flask a proper break is the secret to its speedy cooling. Here are a few tips to make sure it's always ready for action:

• Give it a Breather: Heat is what activates the cooling material inside. Once it’s done its job, it needs to recover. If you use it again too soon, it won't cool things down properly. A minimum of 3 hours rest is essential.

• Washing Up: We recommend washing your flask in warm water only. Super hot water can kickstart the cooling process when you don't want it to, meaning it will need another 3 hours to reset.

• Sterilising: Cold water or UV sterilising are totally fine. If you steam sterilise, just make sure you wait at least 4 hours before its next use.

Let's run a quick check-up!Before you start, please make sure the flask has had a good long rest (at least 3 hours) and is completely empty.

1. Pop 180ml of boiling water (straight from the kettle) into the flask.

2. Secure the lid, give it a good shake, and then flip it upside down for 10 seconds. The lid should glow amber.

3. Stand the flask upright and set a timer for 4 minutes.

4. Flip it upside down again for another 10 seconds. The lid should now be shining green!

5. Pour the water into a bottle and do the all-important wrist test to check the temperature.

The water should now be at a safe and perfect temperature. If you've run this test and you're still concerned, please get in touch with our team and provide the following info so we can get it sorted for you ASAP:

• Your proof of purchase

• Your postage address and phone number

• The batch number from the base of the flask (it starts with the letter H)

When the flask feels too hot to touch, it's almost always a sign that it hasn't had enough time to rest and recharge its cooling magic after its last use.

The Golden Rule: Let it Reset!

Giving your flask a proper break is the secret to its speedy cooling. Here are a few tips to make sure it's always ready to go:

• Give it a Breather: Heat is what activates the cooling material inside. Once it’s done its job, it needs to recover. If you use it again too soon, it won't cool things down properly and can get too hot to hold. A minimum of 3 hours rest is essential.

• Washing Up: We recommend washing your flask in warm water only. Super hot water can kickstart the cooling process when you don't want it to, meaning it will need another 3 hours to reset.

• Sterilising: Cold water or UV sterilising are totally fine. If you steam sterilise, just make sure you wait at least 4 hours before its next use.

Let's run a quick check-up!Before you start, please make sure the flask has had a good long rest (at least 3 hours) and is completely empty.

1. Pop 180ml of boiling water (straight from the kettle) into the flask.

2. Secure the lid, give it a good shake, and then flip it upside down for 10 seconds. The lid should glow amber.

3. Stand the flask upright and set a timer for 4 minutes.

4. Flip it upside down again for another 10 seconds. The lid should now be shining green!

5. Pour the water into a bottle and do the all-important wrist test to check the temperature.

The water should now be at a safe and perfect temperature. If you've run this test and you're still concerned, please get in touch with our team and provide the following info so we can get it sorted for you ASAP:

• Your proof of purchase

• Your postage address and phone number

• The batch number from the base of the flask (it starts with the letter H)

Option 2 (Short, Snappy & Direct)

Bummer! Your RapidCool feeling hot is definitely not part of the plan. Let's get this sorted.

The most common reason for this is that the flask needs a bit more downtime to reset its cooling powers between uses.

The #1 Tip: Give it a 3-hour break!

Your RapidCool needs at least 3 hours to recover after each feed. Keeping it out of the sun and washing it in warm (not hot!) water also helps it stay ready for action.

Still concerned? Let's do a quick test.(Make sure your flask has rested for at least 3 hours and is empty first!)

1. Add 180ml of boiling water.

2. Shake and flip for 10 seconds (should turn amber).

3. Wait 4 minutes.

4. Flip again for 10 seconds (should turn green!).

5. Pour it out and do a wrist test.

If you've followed the reset rules and the test still isn't right, please send the following details to our customer service team, and they'll take care of you:

• Proof of purchase

• Your address and phone number

• The batch number (starts with H) from the bottom of the flask

We know how much of a lifesaver the RapidCool is, so let's get this sorted for you ASAP.

It sounds like there might be a technical issue with your lid, but don't worry! To help our tech whizzes figure out what's going on, could you please pop an email us at support@nuby.com.au with the following details.

• A short video of you tapping the lid and it showing red

• Your proof of purchase

• Your postage address and the best phone number to reach you on

• The batch number from the base of your flask (it's the one that starts with an H!)

Once we have that, one of our friendly team members will get in touch to let you know the next steps. We'll have you back to happy, speedy feeding in no time!

Usually, if the lid shows green but the feed still feels too warm, it’s because the water hasn't had quite enough contact with the thermostat inside the lid to get an accurate reading.

Let’s run through a quick check to make sure everything is working as it should:

• The Key is the Flip: For the lid to give an accurate reading, it needs a good, confident flip upside down for 5-10 seconds. This allows the hot water to make proper contact with the thermostat. If it stays green after a second flip, the feed should be ready. If it switches back to amber, it just needs a little more time to cool.

• The Golden Rule: No matter what the lid shows, always test the temperature of the feed on the inside of your wrist before giving it to your little one. This is the most important final safety check.

If you've tried this and you're still concerned about the temperature, please contact our customer service team with the following details so we can investigate further for you:

• A quick description of the issue

• Your postage address and phone number

• The batch number from the base of the flask (it starts with the letter H)

Email us at support@nuby.com.au

Oh no! A sleepy lid is the last thing you need when you've got a hungry little one. We know how much of a lifesaver the RapidCool is, so let's get it shining again for you in a flash.

It sounds like there might be a technical glitch, but don't worry! To help our tech whizzes figure out what's going on, could you please pop an email to support@nuby.com.au with the following bits and pieces?

• A short video of you tapping the lid and it not lighting up

• Your proof of purchase

• Your postage address and the best phone number to reach you on

• The batch number from the base of your flask (it's the one that starts with an H!)

Once we have all that, a friendly face from our customer service team will be in touch with the next steps. We'll have you back to happy, speedy feeding in no time!