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.
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 firstname.lastname@example.org 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.
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.
On some models, the 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.
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.
I own a business and am interested in carrying your products. How do I proceed?
For information on how to become a retailer of Cool Gear products, please email email@example.com. Please enter "Become a Retailer" in the subject line.
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.
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.
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 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.