Click on the description of a problem below to show the solutions and further information.

Beverage leakage occurs.

• Is there any beverage remaining in the threads of the body or stopper? Completely wipe away any beverage.
• Has too much beverage been added? Do not add too much beverage.
  About the maximum level when adding beverages
• Is the lid securely tightened? Securely tighten the lid and set the safety lock to “Lock”.
  Click here to see how to set the safety lock to “Lock”.
• When you carry the product in a bicycle basket, bag, or similar place and it is subjected to vibration or impact, or is squeezed by other items being carried, there is a risk that the stopper may loosen and the lid may come off, resulting in leakage.
• Is there any damage to the gasket? These parts are consumable parts. Please purchase and replace them.
  Click here to purchase consumable parts.
• Is the stopper securely attached? Securely attach the stopper gasket.
• Are the lid gasket and stopper gasket securely attached? Securely attach the lid gasket and stopper gasket.
  Click here for how to remove and attach the lid gasket.
  Click here for how to remove and attach the stopper gasket.
• Are the positions and orientations of the gaskets correct? Attach the gaskets correctly.
  Click here for how to remove and attach the lid gasket.
  Click here for how to remove and attach the stopper gasket.
• Was a dishwasher, dish dryer, or similar equipment used, or was the product placed in boiling water? (The body and gaskets can be washed in a dishwasher and dryer.) Perform cleaning using the correct methods.
  Click here to see cleaning instructions.
• Was the product dropped or exposed to excessive impacts?

The lid does not open.

• Is the safety lock set to “Lock”? Set the safety lock to “Release”.
  Click here to see how to set the safety lock to “Release”.
• There are cases when the pressure inside the body decreases, making it difficult to open the lid. If this occurs, loosen the stopper and then retighten it.

It does not keep beverages warm (cool).

• Was the product dropped or exposed to excessive impacts?
• When cleaning the product, was strong pressure applied to the inside of the body, or was a metal scrubber or similar item used?
• Is there only a small amount of beverage in the product? When the amount of beverage is small, full heat (cold) retention performance may not be obtained.
• In harsh environments such as cold regions or when the ambient temperature is high, sufficient heat (cold) retention performance may not be obtained.

There is an unusual odor coming from the inside of the body or stopper.

• When using the product for the first time, there may be a particular odor coming from the materials. Refer to “Before the First Use” and perform cleaning.
  Click here before the first use.
• Were stains left in place or was a beverage left in the product for a prolonged period? Perform cleaning.
  Click here to see cleaning instructions.
• There may be an odor remaining from the chlorine in tap water. Perform cleaning.
  Click here to see cleaning instructions.

Water droplets form on the stopper.

• Due to the structure of the product, water droplets may form when the humidity is high.

There is a rattling sound when the product is shaken.

• There may be a sound caused by rubbing of a part of the metal foil used inside the body to increase the heat (cold) retention effects. However, this does not signify a problem and does not affect performance.

There are straight or wavy marks on the plastic parts.

• These are marks from when the plastic was molded and do not affect quality during use.