Help and FAQs
Categories
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:
- 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).
- Stand the flask upright and manually time 4 minutes.
- 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:
- 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).
- Stand the flask upright and manually time 4 minutes.
- 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.
- 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:
- 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).
- Stand the flask upright and manually time 4 minutes.
- 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.
- 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)
Why is my digital lid always red?
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 contact us and send the following:
- A short video showing the lid activating red when it is tapped
- 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.
My lid is green but formula feels too hot
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 cooling flask. 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, we have pulled together a quick check to ensure the product is operating and being used to care instructions:
To allow an accurate reading from the digital lid – the flask must be turned upside down for 5-10 seconds to allow the water to reach the lid’s thermostat. If the lid remains green, the formula should be ready to serve. If the lid switches to or shows amber, you must repeat the process to allow the lid to give the correct reading. Once a green light indicates on consecutive inverst the feed should be ready to serve.
As per instructions and the warning notice included with the product, the temperature of the feed should be tested on the inside of the wrist before feeding.
If you are still experiencing issues, please contact us with the following:
- Description of the suspected fault
- 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.
Digital lid is not showing any colour
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 send an email to enquiries@nuby.com and send the following:
- A short video showing the lid not activating (showing nothing) when tapped
- 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.
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?
Are you returning an item from uk.nuby.com?
If your item is simply unsuitable, you should return it to us within 30 days of purchase.
To arrange a Royal Mail return, please use the link below and follow these steps:
- Go to Tracked Returns via Royal Mail
- Follow the on-screen instructions and enter your details, including your Nuby order number which starts with ‘WSO’, then click on the "Create your Label" button.
- Royal Mail will send you an email with your returns label and instructions to either print at home or take the QR code to the Post Office. (There's also an option to download and print the label on the Royal Mail returns portal.)
- Please place all items into one parcel and include your dispatch note or order number inside the package, this is how we recognise the return is yours.
- Take your items to the nearest Post Office branch or Royal Mail Customer Service Point, then hand your parcel to the assistant and ensure you get proof of postage.
A £3.99 returns charge will be applied for each collection/return, regardless of the number of items you return.
If you paid for the order by credit/debit card, Klarna, Google Pay or Apple Pay, we'll deduct the charge from your refund.
Please be advised that the label generated can only be used once. Please generate a new returns label for any future returns.
For any products purchased in a discounted bundle, the current RRP of suitable products (you wish to keep) would be discounted from the total purchase price paid for the bundle. Alternatively, all products purchased in the discounted bundle must be returned unused and unopened.
All unsuitable products should be returned in an unused, resaleable condition in their original packaging. Nuby UK reserves the right to deny a refund in circumstances whereby our professionals consider that products are not returned to us in a suitable condition. Please see our terms and conditions for more details on your rights to return goods.
Please allow up to 14 days for a return and refund to process.
Do you have a Warranty claim?
All our products come with a 1-year limited warranty from purchase, if you believe there is a problem with any of your products, please reach out to our customer services team and they will be able to advise you. Please include a short description of the issue along with supporting images or video evidence to allow our team to resolve your query sooner.
In the event of a malfunction or defect during the in-warranty period, Nuby at its discretion, will replace or repair the part/product under warranty. Proof of purchase is required, and all goods must be within the 1 year warranty period for faults to be investigated and processed.
Goods should be returned when requested in a clean condition for hygiene purposes, to allow for full inspection. Nuby UK reserves the right to reject goods returned in unsatisfactory condition. In the event a product is deemed to not be faulty or considered unhygienic to inspect, you will be responsible for the cost of returning the goods.
If goods are returned and our team conclude your product to have a fault you will be offered a refund or replacement part/product as well as being reimbursed for your return postage costs.
If you purchased your Nuby products from any of our retailers, you should return the items to the retailer along with your receipt, with the exception of Boots. Any Nuby products purchased from Boots can be returned as above. Please include your Boots proof of purchase when completing our returns form.
This is in addition to your statutory rights.
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.
United Kingdom
United States