Help and FAQs

RapidCool

Why is my RapidCool always green?

Here at Nuby, we know all too well how essential our RapidCool has become to many parents’ feeding routines – so we’re sorry to hear that you’re experiencing an issue with the digital lid. Please rest assured that we’ll look into this matter promptly so you’re able to get back to using your product without issue.

To understand whether there’s a technical issue with the lid - could we please ask you to run a quick test? Please make sure the flask has fully reset and no formula is present before testing:


To test the lid:

  1. Add 180ml / 6oz boiling water straight from your kettle into the flask and, once the lid is secured, give the flask a good shake before turning upside down for 10 seconds to allow the water to make contact with the thermostat for the lid to change colour (amber).
  2. Stand the flask upright and manually time 4 minutes. 
  3. Turn the flask upside down again for a further 10 seconds to allow contact with the thermostat – the lid should now appear green, with your water ready to dispense.

Hopefully the above test has rectified your concerns. The flask must always be fully inverted for the water to reach the thermostat within the lid and provide the correct reading. If you’re still experiencing issues after testing, could we please ask you to provide us with some further details so we’re able to investigate:

 

  • A clear image of the digital lid 
  • A short video showing boiling water added into the flask, held upside down and the lid not activating to amber
  • Proof of purchase
  • Postage address
  • Contact telephone number 
  • Batch number – starting with the letter H (you will find this on the base of your cooling flask)

A member of our customer services will then be in touch regarding next steps.

Why is my RapidCool not cooling?

Here at Nuby, we know all too well how essential our RapidCool has become to many parents’ feeding routines – so we’re sorry to hear that you’re experiencing an issue with RapidCool. 

 

This issue is most common when the RapidCool flask has not fully reset.

 

Allowing your flask to reset before use or testing is essential – as well as ensuring that the flask is not exposed to sunlight or any source of heat – it should be stored in a cool dry space. Please see the below care instructions to ensure proper use of the RapidCool:

 

Allowing the flask to recover

Heat activates the material within the wall of the flask, once activated, the flask must recover. If the RapidCool is used too soon it will not cool as per instructions and can become too hot to hold - in turn affecting the performance of the digital lid. 

 

Washing in hot water

We do not recommend washing the RapidCool flask in water that is too hot. Doing so will activate the flask and mean that a further 3 hours are needed for the flask to reset. We recommend washing in warm water only. 

 

Cold water / UV sterilising

Cold water / UV sterilisation will have no impact on the reset function of the flask, as it has not encountered a source of heat. Please allow 3 hours minimum after you have last added boiling water until next use.

 

Steam sterilising

If you choose to steam sterilise, you must wait a minimum of 4 hours before the flask is used to make a feed from the end of the sterilisation cycle. 

 

To understand whether there’s a technical issue with the unit - could we please ask you to run a quick test? Please make sure the flask has fully reset and no formula is present before testing:

 

To test:

  1. Add 180ml / 6oz boiling water straight from your kettle into the cooler and, once the lid is secured, give the cooler a good shake before turning upside down for 10 seconds to allow the water to make contact with the thermostat for the lid to change colour (amber).
  2. Stand the flask upright and manually time 4 minutes. 
  3. Turn the flask upside down again for a further 10 seconds to allow contact with the thermostat – the lid should now appear green, with your water ready to dispense.
  4. At this point, dispense the water into a bottle and test on the inside of the wrist.

 

At this point the water should be of safe temperature, if you still have concerns, please contact us with the following information:

 

  • Proof of purchase
  • Postage address
  • Contact telephone number 
  • Batch number – starting with the letter H (you will find this on the base of your cooling flask)


My RapidCool feels hot to touch

Here at Nuby, we know all too well how essential our RapidCool has become to many parents’ feeding routines – so we’re sorry to hear that you’re experiencing an issue with RapidCool. 

 

This issue is most common when the RapidCool flask has not fully reset.

 

Allowing your flask to reset before use or testing is essential – as well as ensuring that the flask is not exposed to sunlight or any source of heat – it should be stored in a cool dry space. Please see the below care instructions to ensure proper use of the RapidCool:

 

Allowing the flask to recover

Heat activates the material within the wall of the flask, once activated, the flask must recover. If the RapidCool is used too soon it will not cool as per instructions and can become too hot to hold - in turn affecting the performance of the digital lid. 

 

Washing in hot water

We do not recommend washing the RapidCool flask in water that is too hot. Doing so will activate the flask and mean that a further 3 hours are needed for the flask to reset. We recommend washing in warm water only. 

 

Cold water / UV sterilising

Cold water / UV sterilisation will have no impact on the reset function of the flask, as it has not encountered a source of heat. Please allow 3 hours minimum after you have last added boiling water until next use.

 

Steam sterilising

If you choose to steam sterilise, you must wait a minimum of 4 hours before the flask is used to make a feed from the end of the sterilisation cycle. 

 

To understand whether there’s a technical issue with the unit - could we please ask you to run a quick test? Please make sure the flask has fully reset and no formula is present before testing:

 

To test:

  1. Add 180ml / 6oz boiling water straight from your kettle into the cooler and, once the lid is secured, give the cooler a good shake before turning upside down for 10 seconds to allow the water to make contact with the thermostat for the lid to change colour (amber).
  2. Stand the flask upright and manually time 4 minutes. 
  3. Turn the flask upside down again for a further 10 seconds to allow contact with the thermostat – the lid should now appear green, with your water ready to dispense.
  4. At this point, dispense the water into a bottle and test on the inside of the wrist.

 

At this point the water should be of safe temperature, if you still have concerns, please contact us with the following information:

 

  • Proof of purchase
  • Postage address
  • Contact telephone number 
  • Batch number – starting with the letter H (you will find this on the base of your cooling flask)

Other Products

Do you sell replacement parts?

Yes! Our most popular replacement parts are available to purchase online. You can shop our full range of replacement parts here.

What if I can’t find the replacement part that I’m looking for?

Not all our replacement parts are listed online. If you’re looking for something more specific or unsure which part you need, please reach out to our customer services team and they will be able to point you in the right direction. You can call them on 0800 334 5844 or email them at enquiries@nuby-uk.com

About Nuby

What’s Nuby’s return policy?

You can return any not-suitable item to us within 30 days of purchase for a full refund, providing the item is in an unused and resalable condition. You can read up on our full returns policy here.

Returning an item from Amazon?

As you fall within the Amazon return window, we kindly advise you to directly contact Amazon for the return process (within 30 days of delivery). 

We understand that there is an error on their website that currently directs you to the manufacturer, but rest assured that Amazon and Nuby are working on resolving this issue. 


We have attached a guide to assist you with the return, and should you need any further support please contact Amazon customer service.

Where can I find Nuby products in the UK?

You can shop our products online at our website, on Amazon.com or in any of the following retailers -  Boots, Tesco, Asda, Aldi, Morrisons, Smyths, Waitrose, Sainsbury’s, Argos, Wilko, Iceland and Home Bargains as well as Next online.

Can I open a trade account?

To check if you meet the criteria and for further information on opening a trade account with us, please email our customer service team via enquiries@nuby-uk.com and they will be able to direct your enquiry to the relevant department.

Do you offer samples or discounts?

From time to time we like to include our customers in product testing as well as offering exclusive discounts. Sign up for our baby club and join us on social to be kept in the loop with everything we’re up to.

Material

Do Nuby products contain harmful materials?

We work closely with our factories to ensure all our products are of the highest standard, so you have one less worry while looking after your little one. All our products comply with the latest relevant UK and EU safety regulations and standards.

What is BPA?

Bisphenol A, or BPA, is a chemical used in the production of plastics. It enhances durability, heat resistance and performance of plastic products. Over recent years there has been a significant amount of research and attention in the media around BPA, and the potentially harmful side effects. Our products do not contain BPA so you can rest assured, without doubt our products are safe for your new little one.

For more information on BPA we recommend you visit www.FDA.com or www.efsa.europa.eu.