When a pack gives out

We build our packs to cycle between freezer and cooler for years. Once in a while one does not: a pouch comes with too little mix, a corner splits, a cap will not seat. Here is how to sort it out quickly.

Returns and replacements

Returns, refunds and warranty replacements are handled by the partner store that sold you the pack. Open your order there, choose the item and follow their return or replacement steps. Their return window and conditions apply and are shown on that page.

Before you send it back

• A dry or sandy patch after filling usually means uneven mixing, not a faulty pack — knead the pouch at room temperature and refreeze
• Check the cap is screwed fully down; a loose cap is the most common leak
• Compare pack weights before filling — a noticeably light pouch may be short on mix, and is worth reporting before you add water

Tell us too

If a pack failed in a way that surprised you, we want to hear it, even after the partner store has sorted your order. Our contact page has the address.