Customer Support

Check point:

• Do you find any stains?
• Remove gaskets and wash well.
• Reduce the odor: Use citric acid (1 tsp) and hot water into inner container and then leave the container about 2-3 hours.
• Did you leave the drinks inside for long hours?
• Reduce the odor: Use citric acid (1 tsp) and hot water into inner container and then leave the container about 2-3 hours.

• Did you put in hot or cold contents?
  Note: in a cold region, temperature retention may not work properly.
• Also did you put in an adequate amount of contents?

• The rubber gasket and resin finished parts are contact with hot water or steam during the usage.
• The heat deteriorates these parts.
• These are consumer replaceable parts.
• Contact customer service.

• Are there any “red spots like rust” or “rough things” adhered?
  Note: the inner container is stainless steel so it should not grow rust; however, water quality and impurities, including stains like rust or calcium, may adhere.
• Use citric acid (1tsp) and hot water into inner container then leave it 2 to 3 hours. Then wash it off with a soft brush/sponge and rinse well with water.

Did you put in dry ice or carbonated drinks?

• Did you put in too much contents?
• Reduce the contents.

• Have you wash whole body?
• Try this test:

• Add hot water into the container
• Wait for 2-3 min
• Touch outer surface of body
• If it is hot, vacuum insulation is not working.

• Vacuum insulation is not repairable.

• Did you put hot water or water more than the full measurement line or more than per instructions.
• Reduce the contents.
• Is there anything inside the middle stopper?
• Did you put in too much contents?
• Reduce the contents.
• Did you put in the rubber gasket in proper position?
• Follow the instructions and reset the gasket.
• Did you set the middle stopper in proper position?
• Please reset the stopper.
• Did you set the holder and the holder-keeper in proper position?
• Please review instruction manual and try to set in collect position.
• Have you ever used scalder into the middle stopper, or dishwasher or dryer?
• It probably the middle stopper is damaged; if so, you need to purchase the parts. Contact customer service.
• Are there middle stopper or rubber packing parts or such articles of consumption?
• The rubber packing parts and resin finished parts which touch hot water or steam are articles of consumption. So that when you are using it, they may get damaged. Also changing some inner parts is not easy for the customer. Please make inquiries. Rubber packing parts and resin finished parts have passed food sanitation laws, so feel relieved and at ease.
• Have you dropped it or given it a hard shock?
• Checking is necessary so please make inquiries.

• The bottle may smell at the beginning of usage.
• Add the hot water and close the screw cap. Shake it for a minute and then discard water. Repeat this process few times.
• Did you wash?
• Did you keep the beverage for a long pried of time?
• Did you use chlorine breach?
• Please follow the cleaning direction.

• The inner vessel is made of stainless steel. However, it rust-like discoloration come from iron in the water. There is mineral deposit.
• Please clean with citric acid or white vinegar. Mix with the citric acid/white vinegar and hot water, leave it for a few hours, and then wash with soft sponge.

• Do you add the beverage to the maximum label?
• Loosen the screw cap and discard small mount of beverage.
• Do not shake the body after adding hot water. It will give a pressure to the cap unit so that open button may hard to push.
• Loosen the screw cap and release the pressure first and then push the open button.
• Close the screw cap while the button is open.

• Did you drop/hit the product? Or did you strike the unit?
• The vacuum structure is no longer working this case and the unit is unrepaired.
• Did you pour the hot/cold beverage?
• How much did you pour the beverage?
• It needs adequate amount to keep the beverage hot/cold.
• Do not wash the outer surface of bottle.
• It may lead to damage vacuum structure. It will cause the rusting and declining the temperature retention.
• Do you use the product in extremely cold/hot place?
• The temperature retention decline in extreme weather condition.

• Do you add the beverage more than maximum label?
• Reduce the amount. Leave space 1/2 inch from the top.
• Did you attach the gaskets properly?
• Did you close the cap unit properly?
• Did you close the lid tight?
• Did you use scalder or dish washer/dryer?
• Is there any deterioration on the gaskets?
• Please contact customer service for replacement parts. Replacement parts must be purchased.
• Did you drop/hit the product? Or did you strike the unit?
• Did you close button when it tilted.
• Hold the bottle upright for a few second and then close the button.
• DDid you make sure close the button on the screw cap?
• Press the close button before close the tumbler.

When the inner glass contains hot water, shiny substances may be found. These are called “flakes”. They come from the thin film on the inner wall of the glass bottle and are formed by the chemically combined mineral contents blended in hot water.
The flakes are not harmful to your health. However, if flaking occurs, clean the product by following the steps below.
(1) Dilute vinegar with lukewarm water by approx. 10% volume, and pour it in the inner glass. Or, dilute citric acid (approximately 10 g) in lukewarm water, and then pour it into the main body. (Do not use vinegar and citric acid together.)
(2) After a few hours have elapsed, wash the main body with a soft brush and then thoroughly rinse it.
(3) Dry the main body completely.
Notes:

• For the citric acid, please contact the dealer where you purchased this product.
• Even when flaking has not occurred, clean the inner glass periodically using the same procedure as a preventive measure

It’s called “Flakes.” Minerals in the water combine and make a thin film at the surface of the inner pot, then it breaks loose and floats in the water. These flakes are harmless to the health. If it occurs, dilute 10% citric acid with warm water and put in the pot, then leave it there from 30 minutes to 1 hour. Then wash it out with a soft brush inside the pot.

Note: It is effective if you wash the inner pot sometimes in the same manner as above, even when the flakes haven’t yet appeared.

• Have you dropped the thermal carafe pot?
• Glass liner is broken: Contact customer service for repair.
• Stainless steel liner: Vacuum insulation is no longer working. This is unable to repair.

• Check a rubber gasket on the lid is damaged or loosened.
• Damaged: Contact customer service.
• Loosened: Attach the gasket in proper position.
• Did you set the middle stopper in collect position?

When the inner glass contains hot water, shiny substances may be found. These are called “flakes”. They come from the thin film on the inner wall of the glass bottle and are formed by the chemically combined mineral contents blended in hot water.
The flakes are not harmful to your health. However, if flaking occurs, clean the product by following the steps below.
(1) Dilute vinegar with lukewarm water by approx. 10% volume, and pour it in the inner glass. Or, dilute citric acid (approximately 10 g) in lukewarm water, and then pour it into the main body. (Do not use vinegar and citric acid together.)
(2) After a few hours have elapsed, wash the main body with a soft brush and then thoroughly rinse it.
(3) Dry the main body completely.
Notes:

• For the citric acid, please contact the dealer where you purchased this product.
• Even when flaking has not occurred, clean the inner glass periodically using the same procedure as a preventive measure

Please Contact customer service.