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Frequently Asked Questions

Frequently Asked Questions

I have a store and would like to stock your products

Great! If you’re in Australia, please contact our national wholesale distributor, Unique Health Products (uhp.com.au). If international, please contact us at [email protected]

 

Where are you located?

Our warehouse is on the beautiful Sunshine Coast in Queensland, Australia.

 

Do you ship plastic-free?

Yes, we ship orders in FSC certified cardboard boxes made with around 70% recycled content and home compostable plant-based satchels. We also use recycled paper void fill (only when absolutely necessary) and paper tape. Australian orders are 100% plastic-free, however for international orders, a small plastic doculope is attached to each box with customs documentation (this is a mandatory requirement). 

 

How long until my order is dispatched?

We dispatch orders within 1-2 business days. Please allow slightly longer during sale periods, public holidays and Christmas. 

 

How long until my order arrives?  

Please refer to our 'postage & handling' page linked in the footer below. If you require your order by a specific date, please reach out to us at [email protected] with your address and we can let you know what's possible. 

 

Where are you products made?

China, India and Indonesia. 

 

Are your products made ethically?

We work with manufacturing partners that adhere to their respective government laws in regards to fair labour, health and safety, remuneration and working hours. It is also of utmost importance to us that our manufacturers have environmentally friendly practises and that the impact on our planet to produce the goods is as low as possible. 

 

Our manufacturers are audited to check compliance with the 11 BSCI (Business Social Compliance Initiative) principles:

  • The Rights of Freedom of Association and Collective Bargaining
  • Fair Remuneration
  • Occupational Health and Safety
  • Special Protection for Young Workers
  • No Bonded Labour
  • Ethical Business Behaviour
  • Decent Working Hours
  • No Child Labour
  • No Precarious Employment
  • Protection of the Environment

 

We pay fair prices for our products and have wonderful relationships with our suppliers, many of which have become great friends of ours. 

We don't package any of our products in plastic and import our stock as full container loads as often as possible, to negate the use of plastic pallet wrap. 

 

Do you send to PO Boxes?

Yes, we sure do.

 

Do you ship internationally?

Yes, we ship worldwide for a flat rate with full tracking. Please refer to our 'Shipping and Handling' page for further info.

 

How can I make a warranty claim on a product?

Please refer to the Warranty page linked in our website footer. 

 

Do you sell replacement parts? 

Yes, we well replacement lids for our Tumblers, Nesting Containers, Mini Containers and Bento Snack Box. Please refer to the 'Accessories' category of our online shop. 

 

How do I care for my Insulated Tumbler?

  • Hand wash only with a gentle brush or dish cloth.
  • Do not put in the dishwasher- this can compromise the double wall insulation and external powder coated finish.
  • Avoid contact with sharp or abrasive objects.
  • Avoid placing upside down in a metal dish rack, as over time this can cause the paint to chip around the rim. Dry straight away or place on a drying mat/tea towel.

 

How can I clean my Insulated Tumbler lid?

Press firmly on the plastic tabs from the underside of lid to remove the slider. You can then scrub underneath the slider and once dry, pop it back in from the top taking care to line it up evenly. 

 

Can the Insulated Tumbler be transported in my bag?

Our Insulated Tumblers are not leakproof, as the sliding mechanism in the lid is not air tight. For this reason, we don't claim them to be on our website or in our marketing of the product. We do recommend transporting in an upright position to avoid leaking. The Tumbler was designed to replace single-use plastic cups at cafes/juice bars and to transport smoothies etc on the go (akin to a reusable coffee cup) and isn't intended to be transported in a bag like a drink bottle. 

 

My Insulated Tumbler/Drink Bottle is chipping/scratched

Our Tumblers and Drink Bottles are powder coated, which is the most durable paint option available however does need to be treated with care. The coating can chip or scratch if dropped, exposed to sharp objects or washed with a rough dish scrubber. Signs of regular wear and tear may also appear over time. 

Please remember also, as per the care instructions, our Tumblers and Drink Bottles are not dishwasher safe. The high heat and water pressure can compromise the double-wall insulation and vacuum seal by allowing water between the layers. It may also weaken the powder coating and cause it to chip easier.

 

My Tumbler/Drink Bottle looks like it’s rusting

Our drink bottles and Tumblers are made from 18/8 food grade stainless steel, which is safe and durable. However it is not rust-proof, so care does need to be taken if using in coastal conditions. Regular washing and a good rinse after using at the beach, will help prevent corrosion. 

The discolouration may look like it’s rusting however we have found that this is generally caused by electrolytes left on the surface from the electropolishing process (the process that smooths the surface of the metal and makes it shiny). These electrolytes left behind can react with the liquid and atmospheric conditions and turn into a rust colour. They are surface-only and do not compromise the durability of the product. 

Discolouration called 'tea staining' can also be caused by exposure to salt. 

If discolourations are recent, you should find that they will scrub off straight away. Depending on how long the marks have been there and if they don't rub off immediately, alternatively we suggest soaking the bottle overnight with hot water, ¼ cup white or apple cider vinegar and 3 tbs of baking soda. Then give it a quick scrub the next morning with a soft brush and it will come up good as new. 

Regular cleaning and allowing your bottle to dry out between uses are key to the longevity of the product. 

 

Are your Insulated Tumblers cup holder compatible? 

Our 592ml & 887ml Tumblers are compatible with most cup-holders, however our 354ml Mini Insulated Tumbler will only fit in adjustable cup holders. This is due to the shape- the broad base allows it to serve as an insulated wine tumbler to replace plastic cups or breakable glass while sipping outdoors. 
While it's great for hot and cold drinks due to the double wall insulation, it was designed primarily to replace plastic cups at picnics, festivals, events, camping, BBQs, poolside etc. The double wall insulation and sliding lid keep drinks icy cold for hours and safe from bugs/dust while outside.

 

The clips on my Stackable Bento Box are loose

The clips can be loosened or tightened depending on personal preference. To tighten a clip that may have loosened, with the clip undone, push on top to bend inward- this will make it tighter. You can also use pliers to bend the clip.

 

How do I care for my Bamboo Cutlery Set?

Our bamboo cutlery is carved from natural bamboo, which is smoothed and finished with food grade vegetable oil. Like any natural wooden product, over time it can dry out and become rougher. Whenever needed, you can re-finish the utensils by sanding them lightly with steel wool or very fine sandpaper. Lightly oil with a food grade vegetable oil and wipe residue off with a clean cloth.

To prolong the lifespan of your cutlery, don't put it in a dishwasher or soak in water for prolonged periods.

 

Can I use more than one coupon code? 

We only accept one coupon code per order, so make sure you choose the one with the best discount! Please bear in mind, some coupon codes are not valid on our bundles as they are already heavily discounted.

 

Do you have a customer service hotline?

As a small business, we don't offer customer service phone support at this stage. However we're always available on email, Instagram and Facebook to assist and answer any queries you may have.  

 

Can I customise the contents or product colours in a Bundle?

Sorry, we can't make changes to bundle contents due to the way they need to be set up in our system and they are pre-packed in our warehouse for maximum efficiency! However we're always coming up with new ideas and releasing limited-edition bundles, so let us know if there is a particular product or themed-bundle you'd like. 

 

 

 

 

 

 

 

 

 

 

 

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