Frequently Asked Questions

I have boiled the heatpacks and it does not seem to go back to clear?

A lot of our customers seem to get confused about this. Get a saucepan, fill it up with water and a cloth or plate at the bottom of the saucepan, then keep it on the flame until the water starts to boil (approx. 100 degrees Celsius), then submerge the heatpack inside the saucepan and keep it on the flame and boil it for approximately 10 to 15minutes. After 15minutes, if you can still see flakes inside, try shaking the heatpack inside and boil it for an extra minute or so.

I have tried this more than two times and it still won't go back clear?

It doesn't matter if you boil it ten times, you must boil it until it becomes absolutely clear. Please boil it for an extra minute or so. Straight from the boiling water, the plastic is still hot, you can use it as a hot water bottle, then activate it once the plastic cools down. Please remember, it is still hot straight from the boiling water. A great example is that our Managing Director boils the small ones before he plays golf in the morning, and after nine holes, if it is still hot, he then activates the button, so he can use it two ways.

The heatpack does not seem to activate when I flex the metal disc inside the heatpack?

The metal disc is made out of a strong aluminium concave disc in which you can literally flex the button back and forth. As the heatpacks provided to you are brand new, they might require a few more clicks. Try flexing the button back and forth a few times. They all work!

The heatpack has leaked, is it safe?

Yes! The heatpack is made out of food grade sodium acetate (salt, vinegar and water) so it is totally safe if your kids eat it. If it leaves a stain or mark on your clothes, just a warm wash with hot water will get rid of the stain.

The heatpack has leaked, can I get a replacement heater?

We provide a 12 months factory warranty on all our products. Please cut out our logo on the heatpack, and return it in an envelope with your name, address, warranty paper and what size you bought. We will send a replacement heatpack back to you via express post.

How long does delivery take if we order it online?

We send all of our orders via express post. Please allow two to three business days for delivery within Australia.

I have seen other types of heatpacks that seem to be cheaper than your advertised price?

Our products are a quality made product of Australia with the Aussie Kangaroo logo on it. Please help the Australian products and Australian jobs campaign endorsed by the Australian Federal Government. We provide a twelve month factory guarantee on all of our products to back the quality of it. The quality is represented by the strong plastic of the hetapacks as well as the longevity of the heat inside the heatpacks. Our products are recognised internationally due to the Australian Made logo. Remember, "Quality, not quantity."