Frequently Asked Questions

ORDER INFORMATION

Can I change my delivery address or change/cancel my order if it hasn't been shipped yet?

Once your order has been placed, it immediately starts going through our ordering process. Therefore, we unfortunately cannot cancel or change your order even if it has not been shipped yet. Once you receive your order, you may return any products you don't want.

 

Can I change my delivery address once an order has been placed?

Your delivery address may be changed, depending on the status of your order. Once you have received your shipping confirmation email, please contact our Customer Service team on info@camelbak.com.au and let the advisor know your order number and shipping address.

 

Can I place an order over the phone?

No, orders can only be placed online at www.camelbak.com.au.

Feel free to email our Customer Service team on info@camelbak.com.au, they will be able to assist you with placing an online order. 

 

Do I have to create an account to checkout?

No, if you do not wish to create an account you can use guest checkout option.

 

What payment methods do you accept?

We accept the following payment methods:

  • Visa
  • Mastercard
  • PayPal

Please note that to ensure the safety of your data, your debit or credit card data will not be stored on our systems.

How much are delivery costs?

We are pleased to offer FREE delivery on all orders over $49.99. For all other orders we charge flat shipping rates of $9.95 per shipping address. Our standard delivery time is 10 business days depending on your location. You can calculate delivery time using Australia Post delivery calculator. When using delivery calculator enter "2000" in the "From" field. 

 

Do you ship outside Australia?

No, we only deliver to Australian addresses.

 

Can my delivery address be different from my billing address?

Yes, it is possible. During the checkout process you can choose different addresses.

What is your return policy?

If you are not entirely satisfied with your order, you may be entitled to a refund. To obtain a refund please contact our Customer Service team on info@camelbak.com.au. Your order must be sent back to us within 21 days of delivery to be assessed by our customer service team. We do not cover the cost of sending your order back to us. 

 

In order for us to process your refund with no delays, we ask you to adhere to the following instructions:

  • We only accept returns sent to us within 21 days after an order has been delivered to you.
  • All return packages must be shipped with a proof of purchase. We are not able to process refunds if proof of purchase is not provided. The goods are your responsibility until they reach our warehouse, so please ensure that your order is securely packed to avoid damage in transit.
  • The items must be sent back to us in original condition with packaging and tags still attached.
  • We do not charge restocking or refund handling fees.
  • We are unable to refund the initial shipping cost of your order.
  • We aim to accept all returns. In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you. All goods will be inspected on return.

 

Will you refund the cost of shipping if I return my order?

We will refund the complete cost of the items in your order. We will not refund the shipping costs.

However, you may be eligible for free return shipping if you make a payment using PayPal. Refund of shipping costs will be handled by PayPal. For eligibility and more information please visit PayPal.

 

Can I exchange an item?

We do not offer exchanges. If you wish to exchange a product, you will need to return your purchase for refund and place a new order.

 

I received a wrong item. Can I obtain a free refund?

If you received a wrong item we will collect your order free of charge. We will also cover the cost of shipping of the replacement item.

 

How long does it take to process a refund?

Please allow up to 14 days for your return to be processed. All refunds will be provided via the original method of payment.



PRODUCT INFORMATION

Why is there dust on my bite valve?

The dust is totally harmless—the talc we use is approved under US and EU food contact regulations for use as a coating or additive in or on food-contacting plastic products. This keeps the slit in the bite valve from re-sealing during transit. Just rinse it off with water, and you’re good to go.

 

How can I fix my leaky water bottle?

If your Eddy+ bottle is leaking, you might have an object trapped in the vent valve. Turn the cap over, and look under the round, grey, rubber flap. If you carefully peel back the rubber seal and clean out the inner workings of the vent valve, the leak should stop. Important: Don’t remove the rubber gasket for cleaning purposes, because it’s impossible to reattach. If your leak persists, we will be happy to replace the leaking cap for a brand new one with our Got Your Bak lifetime guarantee. Visit our Warranty page for more information.

 

What are your bottles made of? Are they BPA free?

All of our bottles and reservoirs are 100% free of BPA, BPS and BPF. Our products go through rigorous third-party testing to ensure that no harmful chemicals will leach into food or beverages. Independent researchers have also performed extraction tests to make sure our bottles meet the stringent food safety standards set by the FDA, the European Community, the Japanese Ministry of Health and Welfare, and California Prop 65. BPA, BPs, and BPF are not used in raw materials or manufacturing processes for making our reservoirs or bottles.

Our plastic bottles are made of a BPA-free material called Tritan. Tritan is a copolyester polymer that offers vibrant colour, clarity, durability and dishwasher safety—and no residual taste. A FCN (Food Contact Substance Notification) notice #729 declared that Tritan is safe and meets all FDA guidelines for material that comes in repeated contact with food.

Our Podium series bottles are made primarily from TruTaste polypropylene, a proprietary blend of polypropylene that is food-safe and taste-free. Ordinary bike bottles are usually made of low-density polyethylene that can flavour or distort the taste of your water, but CamelBak TruTaste bottles keep your water tasting clean and pure.

HydroGuard is a CamelBak proprietary antimicrobial technology embedded directly into the Podium, Podium Chill and Podium Ice bottle walls. HyrdoGuard is an EPA-registered compound with anti-microbial properties that inhibit the growth of bacteria that can cause odours, discoloration or deterioration of the bottle. HydroGuard doesn’t protect against disease-causing organisms, though, and you should still clean your bottles after each use.

 

The surface of my bottle looks cloudy and/or the design is smeared? What happened?

The bottle may have come into contact with sunscreen. Some sunscreens, lotions, oils and bug repellents have ingredients that can affect the finish or the printed design of water bottles. Scientists have shown that the chemical makeup of these products breaks down with exposure to moisture and sun—and this process can react with the bottle finish to make it appear cloudy. When using sunscreen, wash your hands with soap and water before handling your bottle.

 

Can I fly with my bottle?

Of course! If you’re using an Eddy+ bottle, just be aware that the change in pressure can force extra fluid into the straw, which might cause it to spurt on the first sip or when flipping up the bite valve. Open with caution after take-off. You can relieve the pressure by unscrewing the cap a quarter turn prior to opening the bite valve. Your Podium and Chute bottles will work normally in high altitude situations.

 

Can I freeze my water bottle?

It depends on what kind of bottle you have. Our Tritan (i.e., plastic) Chute, Eddy+ and Podium bottles are safe to freeze—just make sure you only fill them ¾ full so there’s room for the water to expand.

If you’re using a bottle with a bite valve (like the Eddy), you might want to remove the cap before putting it in the freezer—otherwise, you’ll have to wait for the ice in the straw to thaw before you can drink anything.

We don’t recommend freezing the stainless steel, glass or Groove bottles, though you can certainly fill them with ice cubes if you like your water extra cold.

 

Can I put hot beverages in my water bottle?

Warm beverages are fine—in fact, many cyclists like to put warm tea in their Podium bottles for their early-morning rides. However, we don’t recommend putting boiling hot liquids in your bottle for two reasons:

With bottles like the Eddy, you’ll essentially be drinking a hot beverage through a straw, which makes it hard to gauge the temperature and easy to burn your mouth.

Extra-hot or boiling water can distort the plastic.

Also, please keep in mind that the Kids’ Eddy bottles do not work like baby bottles—so you shouldn’t boil the bottle itself to sterilize it (warm, soapy water or a run through the dishwasher should be enough to get it clean).

 

What is HydroGuard and how is it used?

HydroGuard is a CamelBak proprietary antimicrobial technology embedded directly into the Podium, Podium Chill and Podium Ice bottle walls, as well as CamelBak reservoirs, drink tubes, and Quick Stow. HydroGuard is an EPA-registered compound with anti-microbial properties that inhibit the growth of bacteria that can cause odours, discoloration, or deterioration of the bottle. HydroGuard doesn’t protect against disease-causing organisms, though, and you should still clean your bottles after each use. For more information, please consult this downloadable pdf:

EU 528/2012 (Biocidal Products) labelling information for HydroGuard

 

What type of beverages can I put into my water bottle?

Just about anything (milk, juice, sports drinks) works as long as you clean your bottle after each use. We don’t recommend putting carbonated beverages in the Eddy, since the pressure can cause liquid to spurt out of the straw. However, it’s fine to put carbonated drinks in the Chute or Podium series bottles.

 

How do you make sure your kid's products are safe?

We put safety first when we’re designing our kids’ bottles—and that includes putting them through rigorous third-party testing for BPA, lead, and other substances. We also test our bottles independently to make sure there aren’t any kid-specific hazards related to choking or broken parts.

Congress and the U.S. Consumer Products Safety Commission (CPSC) have strengthened safety standards in response to public concerns over product safety. We actively support these improvements and ensure all of our products comply fully with the new rules and reporting requirements.

 

Do you use lead-based inks in your kid's or other printed bottles?

No way. CamelBak Eddy+ bottles and Eddy and Eddy+ kids bottles are designed and tested to be fully compliant with US and EU child-safety laws, including Consumer Product Safety Commission standards that regulate lead content in inks.

 

Can I microwave my water bottle?

It’s best not to—many of our bottles include a metal screw in the cap that will have sparks flying in your microwave. Plus, if you zap them for too long, you could end up warping the plastic.

 

The bite valve on my new bottle doesn't have a slit (opening) and I can't drink from it, what do I do?

The self-sealing silicone can sometimes seal tightly in transit. To open it up, squeeze the bite valve and twist & roll between your fingertips (soaking the bite valve in tea temperature water beforehand may help). This should loosen the seal and open it up for drinking. If you’re still experiencing problems, please request a new bite valve using our Warranty Claims form.

 

Why do you use stainless steel instead of aluminium?

The medical-grade stainless steel we use for our stainless Eddy and Groove bottles resists stains, scratches and corrosions, and it’s also naturally free of tastes and odours. Aluminium bottles are lighter, but they have to be made with an inner liner or coating that often contains chemicals and undisclosed ingredients. Our customers told us they’d rather have a slightly heavier bottle that’s tough and pure, so that’s what we made.

 

What type of beverages can I put into my water bottle?

Just about anything (milk, juice, sports drinks) works as long as you clean your bottle after each use. We don’t recommend putting carbonated beverages in the Eddy, since the pressure can cause liquid to spurt out of the straw. However, it’s fine to put carbonated drinks in the Chute or Podium series bottles.

How do I adjust the shoulder straps of my pack?

CamelBak packs are designed so you can easily adjust them to fit your own body type. Everyone has their own preferences, but here are some guidelines for figuring out where the pack should sit on your body: If your pack has a waist belt attached, try to set the shoulder straps so the waist belt lines up with the top of your hips.

This will transfer some of the load from your hips to your waist, which means more stability and a better range of motion. If your pack has sternum straps, slide them up or town so the strap sits just above your abdomen. This will also help distribute weight more evenly across your body.

 

RESERVOIRS

How do I remove my reservoir tube to clean and/or adjust it?

To remove the tube from the reservoir (or to take off the bite valve), soak the end of the reservoir with the tube connection in hot water for 5 to 10 minutes. This should soften the plastic and make it easier to pull the tube off. You can use the same trick to reattach the tube or bite valve: soak everything in warm water before pushing the parts back together. Once the plastic cools, it will firm up and seal itself more securely.

 

How do I install the quick link conversion kit?

If you have an older reservoir (like an Omega or Antidote constructed with a standard exit port), you can install a Quick Link conversion kit to make it compatible with newer reservoir accessories like filters, flow meters, and insulated drinking tubes. Here’s how to attach the Quick Link components to your reservoir:

  • Cut the drinking tube 2"-3" from the base of the reservoir.
  • Moisten the bottom threads of the Quick Link with rubbing alcohol and insert into the smaller tube with force. Do the same thing for the drink tube.
  • Unclick to fill and load reservoir, click into drink.

Are there products you recommend for cleaning reservoirs, bottles, & drinkware?

We offer a full selection of cleaning accessories for all of our products. From eco-friendly cleaning tablets to brushes and a reservoir dryer, we've got what you need to make cleaning a breeze.

 

How do I clean the Eddy kids' bottle?

The Eddy kids’ bottle is built a little differently than the grownup Eddy bottle—we made the bite valve harder to pull off, so it won’t create a choking hazard.

Start by removing your one-piece bite valve and straw for cleaning. It’s easy to do:

  • First, unscrew the cap and pop out the straw
  • On the underside of the cap, grab the pull tab on the bottom of the bite valve and pull it out in one motion
  • After that, just clean the bottle and bite valve with warm, soapy water, or place them in the top rack of your dishwasher.

 

To re-insert the bite valve into the cap:

  • Turn the cap upside down and push the bite valve up through the opening. Make sure the bite valve’s pull tab is pointing towards the centre of the cap (in the same direction as the bottle handle).
  • Once the bite valve pokes through to the top of the bottle, you can pull it into place. If you notice two little grooves on the side of the bite valve, it means you’ve pulled it out a little too far—just push it back in until those grooves are seated.
  • Next, just push the straw back into the bite valve until it fits snugly.

 

Please do not put the Eddy kids bottle in a microwave or bottle steriliser to clean.

 

How do I clean my backpack?

If your pack gets a little dusty, just wipe it down with a damp cloth. If it's really dirty and needs a deeper cleaning, here’s what to do:

  • Soak it in warm or cool water with some mild soap.
  • Rinse it thoroughly with cool water (skip this step, and you might end up creating some suds the next time you sweat with your pack on).
  • Hang it up to air dry.

 

Your pack can go just about anywhere you go—but NOT in the washing machine. Machine-washing your pack can twist or tear the straps and fixtures, and wear away the fabric’s weatherproof coating. If you decide to go rogue and throw your pack in the wash anyway, just be aware that it voids the Got Your Bak™ warranty.

 

How do I clean my podium bottle?

The Podium series bottles are all easy to clean by hand or in the dishwasher. Here’s how:

  • Remove the bottle cap and make sure the Jet Valve is open so water can circulate through as you wash it.
  • You can also pull off the silicone drinking nozzle to clean it separately—it will come off with a firm tug, and it’s easy to snap back on once you’re done.
  • Wash the cap and bottle with warm, soapy water, or put them in the top rack of the dishwasher.

 

If you’re putting your Podium bottle in the dishwasher, avoid using high-heat settings like “sanitary clean” or “heat boost”, since these can warp the plastic in your bottle. You should also avoid forcing brushes or cleaning tools through the slits in the drinking nozzle—you could end up with a damaged, leaky cap.

 

For more information watch our YouTube tutorial here.

 

How do I wash my CamelBak reservoir before first use?

Follow these steps:

  • Fill reservoir 1/2 full with warm water and mild soap.
  • Shake reservoir to mix water and soap.
  • Elevate the reservoir so drink tube exit port is at the base and Big Bite™ Valve is below the reservoir.
  • Pinch bite valve, allowing solution to flow into drink tube, and through the bite valve.
  • After washing, rinse away cleaning solution in the reservoir and drink tube.
  • Drain all remaining water. The reservoir is ready to use.
  • If storing, air dry reservoir with Reservoir Dryer™ accessory so no moisture is trapped inside.

 

For more information watch our YouTube tutorial here.

 

How do I clean my stainless steel water bottle?

  • Cleaning Vacuum Insulated Stainless Steel Vessels:

The Chute, Eddy and KickBak stainless steel vessels can be easily cleaned with a bottle brush using warm water and mild soap.

 

  • Cleaning Lids:

Bottle caps, spout caps, tethers and bite valves can all be cleaned in the top rack of the dishwasher or by hand with warm, soapy water. Remove the cap, spout cap, tether or bite valve from the vessel before washing.

 

For a deeper clean, add a drop of mild soap or tablespoon of bleach to a clean glass jar filled with water. Drop the bite valve, straw and cap into the solution, and tightly close the jar’s lid. Shake the mixture around for 30 seconds, and then let the parts soak for about 15 minutes. Rinse and shake dry.

 

How do I clean my Eddy or Chute plastic bottles?

Our bottles are easy to clean by hand or in the dishwasher. Here’s a quick breakdown of the best way to wash each bottle.

 

Eddy, Groove and any other bottle with a Big Bite™ Valve:

  • Pull off the bite valve and straw from the cap.
  • Clean it in the top rack of the dishwasher or by hand with warm, soapy water.
  • If you like to use a bottle brush, we don’t recommend forcing it through the bite valve slit as it can tear the silicone.
  • For a deeper clean, add a drop of mild soap or tablespoon of bleach to a clean glass jar filled with water. Drop the bite valve, straw and cap into the solution, and tightly close the jar’s lid. Shake the mixture around for 30 seconds, and then let the parts soak for about 15 minutes. Rinse and shake dry.

 

Now, to re-insert the bite valve into the cap:

  • Flip the stem collar (the component the bite valve attached to originally) to the open position.
  • Orient the bite valve so the finger tab points towards the front of the cap.
  • Push the bite valve firmly onto the stem collar.
  • Press the straw back into place on the bottom of the lid. Ensure the straw covers the notches completely.

 

My bottle tastes/smells like plastic—what should I do?

We understand that the taste of plastic can be really unpleasant when drinking from your bottle. Rest assured that the bottle is made of materials that are 100% free of BPA and BPS, so the taste you’re experiencing isn’t a sign of harmful chemicals.

To get rid of the taste, we recommend filling 3/4 the way of warm water and a tablespoon of baking soda, and letting the contents sit for approximately 40 minutes to one hour. Once you rinse it out, your bottle should be taste-free and good to go.

 

What are the ingredients in your cleaning tabs?

In developing our newest cleaning tabs, we worked to ensure they would be safe and effective. For more information on ingredients, please see the chart below.

 

CAMELBAK CLEANING TABS – PRODUCT SAFETY DISCLOSURES

Cleaning Tab Ingredient List, per California and New York cleaning product right-to-know laws:

 

 

EUROPEAN COMMISSION EC 648/2004 DETERGENT DISCLOSURE: Contains <5% oxygen-based bleaching agents, <5% non-ionic surfactants; contains enzymes (amylase, protease).

 

PRECAUTIONS:

  • Avoid touching eyes after handling tablets.
  • Do not swallow the tablet or drink water containing a tablet.
  • Keep out of reach of children.
  • Use tablets only as directed.
  • Wash hands with soap and water after handling tablets.
  • Keep package of tablets dry, and store in a cool, dry, area away from heat.
  • Dispose of tablets and packaging properly.

 

How can I check to make sure my hydration system works properly each season?

Nobody wants to get stuck in the backcountry with a leaky reservoir. Before you hit the trails, here’s how to make sure everything is in good shape:

  • Pull the reservoir out of your pack and give it a quick visual inspection.
  • Run some clean water through the reservoir and tube to rinse away any old tastes and odours. If your reservoir still looks or smells funky, give it a more thorough cleaning (you can find instructions here).
  • Give the drinking tube a firm tug on either end to make sure it doesn’t come loose. If the tube comes off too easily, it might be stretched out—in that case, you can trim an inch off the end and then press the part back into the tube.
  • Check the seal on the cap by filling the reservoir with water, screwing the cap on tightly, and rotating/squishing the reservoir to make sure nothing leaks.
  • If your cap is leaking, take a look at the O-ring (the black rubber ring on the inside of the cap lid) to make sure it isn’t twisted or broken.
  • If your bite valve, drinking tube or Quick Link adapter isn’t working, you can buy a replacement part on our Reservoir Accessories page. For a broken cap or damaged O-ring, you’ll need to contact our Warranty Department for a replacement.

 

Why is my reservoir cap leaking?

There are two likely culprits: grit in the cap threads, or a twisted O-ring.

  • In certain conditions, particularly in sandy environments, fine grit can get into the threads of the cap, which will keep it from sealing completely when you screw it on. Check the threads for any dirt or grit, and give it a thorough scrub.
  • Next, unscrew the cap and take a look at your O-ring. The O-ring is the black rubber ring inside the top of the cap—it looks just like a black rubber band. If the ring is twisted or pulled out of shape, your lid won’t seal correctly. You can usually pop the ring back into place, but if it’s permanently warped or broken, you’ll need to contact our Warranty Department for a replacement.

 

How can I keep my reservoir from freezing in cold weather?

Our reservoirs are designed to be rugged and durable enough for almost every environment—but they’re not much use if the water inside them is frozen.

 

Here are a few more tips for keeping your water flowing in frigid temperatures:

  • Fill your reservoir with warm (but not boiling) water, which will take longer to freeze.
  • Drink frequently (a sip every five minutes or so) to keep your water circulating.
  • Blow back into the drink tube after you take a sip. This will clear water from the narrowest parts of the reservoir (like the bite valve and tube), which are usually the first to freeze.
  • Keep your water supply close to your body by wearing your pack under your jacket and routing your drink tube under your arm or through your pit zip. Our winter packs also feature insulated drinking tubes, and many of the smaller packs are designed to fit both under and over your jacket.
  • On overnight trips, sleep with your water to keep it from freezing overnight. Just lock your bite valve closed and then stuff your reservoir into the bottom of your sleeping bag.

 

While we work tirelessly to make our reservoirs as reliable as possible, we can’t change the laws of nature: in extremely cold temperatures, your water might freeze anyway. For that reason, it’s good to carry a backup bottle with a larger mouth opening, like the Chute.