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FAQ

Check this list to see if we have already answered your question. Can't find the answer you're looking for? Contact us through our Customer Service page.

Product Safety

Are your plastics safe?

When the media reported on the presence of BPA in Polycarbonate bottles we were already switching our bottle line over to the revolutionary new BPA Free material Tritan™. In fact we were among the first in the industry to utilize this new material. We also manufacture in other BPA free materials such as Polypropylene and PCTG. Our entire line is BPA free and Phthalate safe. Please note that the number 7 recycle symbol includes many other plastics that do not fall into their own category. Our new copolyester named Tritan™, which is produced by Eastman Chemical is recycle #7, but is BPA free. As a company we are Phthalate and Lead safe, which includes our packaging.

Is the freezer gel safe?

Yes, our freezer gel is non-toxic, and is compliant under the Code of Federal Regulations as well as the Federal Hazardous Substances Act. The freezer sticks should be washed by hand, and should not be placed in the microwave.

Are there any products which should not be used in Go Gear travel tubes?

Go Gear is made from FDA approved Silicone and it is compatible with a wide range of products. Our silicone is high grade but no material is completely invulnerable.

We do highly recommend that you test new products in the tube overnight just to confirm that there is no possible leakage. Leakage could occur from a combination of chemicals in a product which can cause the silicone to expand or shrink. Please contact Cool Gear immediately if you find an undesirable reaction in our tubes from your product.

Cool Gear stands behind our products. If Go Gear fails to meet expected performance through normal usage, please send an email to coolgearcustomerservice@igloocorp.com with a description of the type of failure and exact product used inside the Go Gear Tube. Cool Gear will send a replacement tube of similar size and color (if available) as a replacement.

Is the liquid inside my Snow Globe/Sparkle Chiller safe?

Yes, our snow globe and sparkle chiller liquid is non-toxic, and is compliant under the Code of Federal Regulations as well as the Federal Hazardous Substances Act.

Freezer Products

Should I remove the freezer stick from the cap before placing it in the freezer?

Yes, the only components that should go in the freezer are the ones that contain freezer gel.  All other pieces should be stored elsewhere.

How do I remove the freezer stick from the cap?

On most of our water bottles, the freezer stick is held in place by the twist and lock feature – It just needs to be twisted a bit in one direction, and then pulled out of the cap collar.  It’s sometimes a bit tough to remove the first time.  Often times, wiggling it a bit as you’re pulling it out is helpful.

If you have a Pure Filtration bottle, those freezer sticks are threaded and just need to be twisted until they come out.

How long do I need to keep my freezer stick in the freezer in order for it to work?

We recommend leaving the freezer stick in the freezer for at least 4 hours before use.

How long can the freezer stick stay in the freezer?

The freezer stick can be stored in the freezer whenever you're not using it. There is no time limit.

Does the freezer gel portion detach from the StayFit Lunch 2 Go Lid?

No, the freezer gel portion does not detach. The entire lid can go in the freezer.

Coolgear BRU

How long can I store my cold brew?

Cold brew can be stored in the fridge in a tightly sealed container for 3-7 days; however, we recommend enjoying immediately for optimum freshness!

What is cold brew?

A process in which coffee is brewed with cold water at a slower pace creating a less acidic taste.

How do you know when BRU is fully done brewing?

Once the water reservoir has completely dripped, your coffee is ready!

How fast can BRU make coffee?

BRU can be adjusted to brew at your desired strength, from 1.5 hours to 10 hours. Set to a longer brew for a smoother, more bold taste, or a shorter brew for a lighter taste.

What is included with BRU?

A brew cone with water reservoir and grounds cone with filter, a cone stand, 50 water diffusors, a 21oz double wall insulated tumbler with pressure fit lid and a reusable straw.

What is a water diffusor?

A paper filter sized to fit the grounds cone. Diffusors are used to disperse water and assist in the proper flow throughout the grounds. Simply lay a diffusor over ground coffee for an even dispersion of water.

Can any coffee be used?

Yes! Any ground coffee, flavored or not, can be used with BRU.

What is the difference between iced coffee and cold brew?

Iced coffee is simply hot brewed coffee poured over ice or chilled before drinking. Cold brew is a method by which coffee is brewed with cold water producing a less acidic and more flavorful coffee.

When do you add ice?

Once the coffee has fully dripped, your cold brew is ready to enjoy. Simply add ice, milk or sweetener to your liking.

PURE Filter Products

How do I care for my ez-freeze pure® bottle?

Our line of ez-freeze pure® bottles feature a patented filter & freezer stick system. Cold, filtered water flows easily through the built in straw. The bottle should not be tilted while drinking for best results. 2 Pack of replacement filters are available. Reduces chlorine taste and odor in tap water.

What is the dial on the bottom of the ez-freeze pure® lid for?

The dial on the bottom of your lid is to help you track the number of bottles you drink.  It can be manually adjusted each time you refill.

How do I prepare/replace my Filtration + Infuser Pitcher filter?

For complete filter preparation & care instructions click here

Policy

What is your return policy for orders placed over the phone or on the Cool Gear web store?

Please return your items along with a letter of explanation and copy of your invoice to the address below:

Cool Gear International
Attn: Customer Service
10 Cordage Park Circle Suite 212
Plymouth MA 02360

Upon receipt of the package, a refund request will be forwarded to the proper department, and the refund will be processed as soon as possible.

What is your replacement policy?

We pride ourselves on the design and quality of our products and stand behind them 100%. Cool Gear will replace products that are defective due to a factory error. Consumers must provide valid proof of purchase and be able to send back the product for our Quality Control team to evaluate. Any product that is damaged due to improper use, customer error or normal wear and tear will not be replaced. If your Cool Gear product meets these requirements, please contact Customer Service and we will be happy to start the replacement process with you. We reserve the right to send a comparable product, style or design if the one that you have is out of stock or discontinued.

What is your shipping policy for orders placed over the phone or on the Cool Gear web store?

Standard shipping usually takes 7-10 business days for delivery. Shipping rates apply to continental U.S. only. Please call for shipping rates for orders outside continental U.S.

Do you ship internationally?

Please contact Customer Service with your order request and exact mailing address for an international shipping quote.

I own a business and am interested in carrying your products. How do I proceed?

Please fill out the form on our Become a Retailer page.

Care Instructions

How do I care for my StayFit products?

Freeze the gel-filled components only. The gel is built into the walls, they do not come apart. The gel-filled components should not be placed in conventional ovens or microwave ovens. All components should be hand washed.

How do I clean my Snow Globe Chiller?

• Unscrew snowglobe before washing.
• Wipe clean with a damp cloth.
• Tumbler/lid/straw are top shelf dishwasher safe.
• DO NOT FREEZE SNOWGLOBE,

How do I clean my lunch bag or lunch pocket?

1. Flip product inside out.
2. Wipe clean with a damp cloth.
3. Allow to dry completely before use.

Is my coolgearcan™  dishwasher safe?

If your coolgearcan™ was made after December 2013 then it is one of our new and improved versions and is top-shelf dishwasher safe. If it was made before that date please contact us with your date code and we can let you know if your specific coolgearcan™ is top shelf dishwasher safe or hand wash only.

The date code is located on the bottom of your coolgearcan™. An example of a date code is: 1153P10233-1213. The four numbers at the end of the date code represent the month and year that the coolgearcan™ was made.

coolgearcan™

Can a coolgearcan™  hold hot beverages?

Yes our coolgearcan™ is able to hold warm / hot beverages as long as it is below boiling temperature. Please allow hot beverage to steep for 3 to 5 minutes before placing lid on the can.

Will sunscreen damage my coolgearcan™?

CAUTION: Sunscreens containing alcohol may remove graphics from product.

Is my coolgearcan™  dishwasher safe?

If your coolgearcan™ was made after December 2013 then it is one of our new and improved versions and is top-shelf dishwasher safe. If it was made before that date please contact us with your date code and we can let you know if your specific coolgearcan™ is top shelf dishwasher safe or hand wash only.

The date code is located on the bottom of your coolgearcan™. An example of a date code is: 1153P10233-1213. The four numbers at the end of the date code represent the month and year that the coolgearcan™ was made.

Miscellaneous

How long will your products keep contents cool/warm?

There are many factors that contribute to the length of time our products will keep the contents cool/warm, such as the temperature of the contents to begin with and the temperature of the room where the product is being stored.  For this reason, we do not set a time limit on any particular product.

How do I get my Halloween Lite up Tumbler light to remain on?

There is a "try me" button located on the bottom of the Tumbler, which will light up the Tumbler for a few seconds. Also located on the bottom is an on/off switch, which is usually covered up by a UPC label. Simply remove the UPC label to reveal the switch.

How to find the date code

The date code (13 or 14 digits) is usually located on the bottom of the bottle, as shown here. If you are experiencing an issue with one of our products, please reference this number when writing or calling.
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