FAQs

Please check the FAQ’s below for a fast answer to your query. We also have a “Care” and “Warranty and Returns” tabs at the footer of our website that may answer any questions you have. If you still have questions about the company or any of our products we would gladly hear from you. 

General Customer Service 

Where can I buy a Cheeki product?
All Cheeki products are available online. They are also available through retailers around Australia. Please check our Online Store Locator for a retailer nearest you. To avoid disappointment, make sure you give the shop a call before you visit to make sure they have the item you are looking for. 

What should I do with a faulty product?
All manufacturing faults are covered with our Cheeki Warranty. 
If you feel your product has a manufacturing default, please return your item to the retailer where you bought the product. 
If you bought online, please contact sales@cheeki.net.au and send us a photo and detailed description of the default.
Any damage sustained by wear and tear, mishandling or dropping your product will not be covered by Cheeki. 
If you are unsure if your damaged item is covered by warranty, please send us photos and a detailed description of the default to sales@cheeki.net.au and we will assess on a case by case basis.

Will you bring the kid's cup and bottles back?
We are constantly reviewing our product range to keep up with the latest customer needs. At present we will not be providing a specific “kids” cup or bottle, however the smaller sizes are excellent for little hands and small day packs.

Why is the Original range no longer available?
We pride ourselves on keeping up with our customer’s lifestyles. Tastes and needs change constantly and so must our technology and our designs. Introduced to the Australian market in 2009, our Original Range is an outstanding product that has stood the test of time. In order to carry the brand forward to bigger and international markets, a technical upgrade and design change was required, and so the Classic Range was born.

We hope you enjoy the more contemporary shape, the significant improvements to the lids including the addition of the Silicone Shield which stops all your drinks from touching plastic. 

 

How can I become a retailer for Cheeki?
Do you live or work in an area you think would benefit from having Cheeki products? We’d love to hear from, you. Call us on +61 2 9981 1000 or email us at sales@cheeki.net.au and tell us a bit about yourself and your business ideas. 

Do you have a wholesale prices?
Wholesale prices are provided to registered and credit cleared retailers. If you would like to become a retailer call us on +61 2 9981 1000 or email us at sales@cheeki.net.au and tell us a bit about yourself and your business ideas.

How do I insert the straw in older Kids Lids?
Tie the black part of the straw with a rubber band tightly from one end. Insert the other part of the band into the lid hole and pull out from outside until it gets in its position. If you need a video please contact us here.

How do I remove the label glue if it doesn't come off?
Put some oil (olive oil, baby oil or coconut oil) on the glue. Leave for 10 mins and then wipe off with a dry cloth. 

Manufacturing

What is 18/8 (304) food grade stainless steel?
All Cheeki products are constructed from high quality, 18/8, food grade stainless steel. This refers to the percentages of chromium and nickel in the steel - 18% and 8%. Chromium is used to increase the metals hardness where as nickel gives it strength. When combined they make stainless steel highly resistant to stain and rust. The smooth surface makes it easy to clean, more durable and more hygienic (less opportunity for bacteria to accumulate and contaminate whats inside). 

Why do we use stainless steel and not aluminium for our products?
As long as the steel content rating is sufficiently high enough, Stainless Steel is a food safe material that can be used for food and drinks without a lining. 

Aluminium and lower grade Stainless Steel should NOT be used without an internal lining as bacteria harbours in the crevices of the material and it is not deemed food-safe. 

Internal linings are made from plastics and will therefore leach toxic chemicals into your water. These products cannot be labelled BPA-free. 

More information about the importance of using stainless steel and not aluminium can be found on our blog. All Cheeki products use a food grade stainless steel and are BPA Free.

Do Cheeki products contain any heavy metals like lead?
No way! All Cheeki products are non-toxic (including the paint) and FDA approved. Safe and durable we are committed to ensuring their is no toxins or lead. 

Is my Cheeki BPA free?
Yes, all Cheeki products are totally BPA free.
Stainless steel used in the body of all our products is a BPA free material.
Polypropylene 5 is used for the non-steel parts of products. This is a hard plastic and is certified BPA free. 
Paints used on the outside of our products are all non-toxic and BPA free.

Does my Cheeki have an inner / internal lining?
No. Cheeki products use a premium #304 (18/8) food grade stainless steel which means there is no need for internal linings and are therefore BPA and toxicity free. 

Products with internal linings should be avoided as these are usually made from plastic and will leach toxicity into your drinks, particularly when hot liquids are used.

What is Cheeki's accreditation?
Cheeki products and manufacturing facilities are accredited with USA FDA, European Union and Fair-work certification. 

Why are Cheeki products made in China?
Currently Cheeki is manufactured in China. We continue to research opportunities to bring our business home, but unfortunately due to the costs of steel and production we would not be able to provide economically priced products. 

We can assure all customers that Cheeki obtains full accreditation for all manufacturing facilities and work practices used by Cheeki prior to the start of manufacturing. We are committed to ensuring a healthy, safe and responsibly managed environment with our partners in China and that all operations involved meet industry standards. 

If you would like more information on our manufacturing in China please get in touch!

Is my Cheeki bottle recyclable?

Yes you can recycle your Cheeki by breaking it down in the following way:
- The Stainless Steel body parts can be put with the tin/metal items.
- The plastic parts have a PP5 rating and can be recycled with other plastics. 

Some states and countries will recycle Silicone. If your product contains a Silicone seal please check with your local council for recycling practices. 
Note: Recycling practices vary from Australian state to Australian state and from country to country. Please check with your local council for specific recycling practices. 

I have a colour suggestions where do I submit?
We would love to hear all your suggestions for new prints, colours and designs. Please get in touch via email to marketing@cheeki.com

Lids

How do I clean my lid?
Cheeki bottle lids are not dishwasher safe. Instead use an eco-friendly dishwashing liquid and warm water. Let the running tap water wash through any internal parts. 

My lid is leaking, what should I do?
Your lid will leak if:

1/ The Silicone Seal is missing. To check if your seal is missing, unscrew the lid and look in the top-most part of the lid threads. There should be a soft silicone seal tucked inside. If you are unable to see it, try putting the tip of a pencil and if you feel it is soft, the Silicone seal is there and should be working well.

2/ The threads have not aligned. When you screw the lid onto your bottle/cup/food jar make sure the threads of the body and the threads of the lid fit well. Once screwed on, the base of the lid should sit flush all around the product. If there is a gap at one side, the threads are not aligned. Take the lid off and try again.

If you have tried the above trouble shooting and your product is still leaking, get in touch and we will assist you further. Email your issue, a photo of your product and your phone number to sales@cheeki.net.au.

My Tri-Tech Lid makes a whistling sounds?
Our Tri-Tech Sports lid may make a whistling noise as the stainless steel isn't pliable or squeezable. Our Tri-Tech lid has been designed so air can get back into the bottle as you drink. The noise you hear is the air moving through the valve. 

Older Tri-Tech lids do make a whistling noise when used. Our recently designed Tri-Tech lid is significantly quieter, however it may still make a little bit of noise as the air passes through. 

My Tri-Tech lid is leaking with the dust cap on how is that?
The tri-tech lid needs to be turned onto the 'OFF' setting for it to be leakproof. Simply turn the lid to the 'X'. 


Can I buy a replaceable lid?
Yes! Cheeki sell replaceable lids for all bottles and cups online or ask your local retailer to order one for you. 

Bottles

How do I clean my bottle? 
If your bottle needs a little love or is looking dirty inside, the best method of safely cleaning your bottles is our CHANGE water bottle cleaning tablets. Simply fill your Cheeki bottle with warm water, drop in one CHANGE water bottle tablet and leave to dissolve for 15/20 minutes! Give it a rinse once dissolved and all the stains and smells will be gone. 


Is my bottle/ cup rusty?
All Cheeki products are manufactured with #304 (18/8) food grade stainless steel which is a highly rust resistant metal. It is more likely that your bottle or cup is stained.

Stains from liquids and food can stain the surface of the metal and this may look rust-like in colour.

If bottles and food equipment is not cleaned regularly with soapy water, they will become dark and stained quickly. Depending on the degree of colour, this staining can be reversed using the methods described in “how to clean my bottle” tips.

Alternatively check out our blogs for more thorough cleaning tips.

My bottle has a bulge in the bottom. Can I fix it?
Bottles that are dropped in the rush to catch the school bell, thrown about at the soccer field or simply frozen with too much liquid in them often end up with a bulging base. 

While it may never be a perfect shape again, this bulge is easy to fix and your bottle will continue to be safe to use for years to come. Place a thick towel onto a chopping board. Put your bottle upside down on the towel (get someone to hold it for you as it won’t stand by itself) and with a rubber mallet swiftly tap the bulge back into place. If you do not have a rubber mallet use a tea towel to protect the metal and use a hammer to bang the bulge back into place. 

Can I freeze my bottle?
While stainless steel is perfectly safe to freeze, we are highly against it. The force of the liquids expanding as they freeze can cause your Cheeki bottle to become deformed.  

If you do decide to freeze your bottle much make sure the lid is kept off until you remove the bottle from the freezer. 

Damage through freezing is not covered by the Cheeki Warranty.

Can I put boiling water in my bottle?

Do not put boiling water into single wall bottles as there is no protection from the hot metal and the outside and therefore it will burn your fingers.

Double wall vacuum insulated bottles are totally safe for boiling water and will keep hot for up to 36 hours. If you do put boiling water into the insulated bottles please be careful! The insulating function is highly effective the water will still be extremely hot hours later.

Can I put my bottle on an open flame?
Cheeki is not designed to be used on an open flame and we do not recommend you use it for this purpose. This is because the paint on the outside of the bottle will burn and peel. Also, the metal will become extremely hot and without a handle to assist you, it is an unsafe method to heat water. 

Please note that even the plain “silver” Cheeki items that appear to have no paint on the outside are often finished with a clear varnish to reduce finger-marking on daily use. This will also blister and peel if put onto an open flame.

Damage through placing your product on an open flame is not covered by the Cheeki Warranty.

My bottle is dented / cracked / broken. What should I do?
The Cheeki Warranty covers all manufacturing faults. If you receive a faulty bottle please send us a photo and a detailed description of the fault to sales@cheeki.net.au and we will assess each claim individually. 

Denting, cracks and breaks caused by use, abuse and wear and tear are not covered by the Cheeki Warranty.

How do I check if my insulated bottle is working properly?
Simply fill with boiling water and if your insulated bottle is working properly the outside of the product will remain cool to touch. 

If the bottle is hot to touch on the outside, your insulation has failed. In that instance please send us a photo and a detailed description of the fault to sales@cheeki.net.au and we will assess each claim individually.

How does double wall vacuum insulation work?
Cheeki's insulated bottles are first constructed with an inner and outer layer. Sealed together they are welded to be completely air tight with a high-power vacuum pump - this removes all the air between the inner and outer layer preventing the transfer of hot and cold temperatures.   

Mugs & Cups

How can I remove the staining inside my cup?
If your cup or mug needs a little love or is looking dirty inside, the best method of safely cleaning is our CHANGE water bottle cleaning tablets. Simply fill your Cheeki Coffee Mug or Cup with warm water, drop in one CHANGE water bottle tablet and leave it to dissolve for 15/20 minutes! Give it a rinse once dissolved and all the stains and smells will be gone. Alternatively check out our blogs for more thorough cleaning tips.

How do I check if my insulated mug is working properly?
Simply fill with boiling water and if your insulated coffee cup is working properly the outside of the product will remain cool to touch. 

If the coffee cup is hot to touch on the outside, your insulation has failed. In that instance please send us a photo and a detailed description of the fault to sales@cheeki.net.au and we will assess each claim individually.

Are the Coffee Cup and Coffee Mug lids interchangeable?
No. Our Coffee Mug lids will not fit on our Coffee Cups and vice versa. 

Lunch Boxes

My seal has fallen out of my lunchbox. How do I fix it?
The lunchbox has been manufactured by pushing the seal into the rim of the lid. Sometimes the Silicone Seal becomes loose and comes out of it’s rim and in this instance the Silicone Seal and will need to be pushed back in. 

This can be done by lying the lid on a flat surfaced and starting with one corner. Firmly push the Silicone seal back into the rim with the tip of your finger. The silicone will stretch slightly to allow more “give” to go around the lid.

If you have difficulties with your Silicone seals please send us a photo and a detailed description of the problem to sales@cheeki.net.au and we will assess you directly.

My lunchbox is dented. What should I do?
Stainless steel is a robust material that will withstand some fairly extreme playground and office rough and tumble. If the dent does not affect the working of the product it is still safe to use. 

If you received your lunchbox dented please send us a photo and a detailed description of the fault to sales@cheeki.net.au and we will assess each claim individually. 


The clip on my lunchbox does not work properly. What should I do?
The Cheeki Warranty will cover all manufacturing faults. If you received your lunchbox with a faulty clip please send us a photo and a detailed description of the fault to sales@cheeki.net.au and we will assess each claim individually.

Food Jars

The lid on my food jar is vacuum sealed shut. How can I unscrew it?
The vacuum seal on the food jar can be a very effective feature. This is what keeps the contents hot for so long. 

Each food jar has a steam release button on the top of the internal lid. Normally a quick press on this button will release sufficient steam to release the vacuum and you can open your lid easily. 

Occasionally the lid has been screwed on very tight and the vacuum is therefore extreme. In this instance, press this button and hold down for 30 seconds after which time the vacuum will be released sufficiently to open the lid. Repeat if necessary.