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Q: Can I keep hot food or a hot thermal flask in my Packit?

A: A frozen PackIt is not optimal for a hot thermal flask; however, if you leave the PackIt out overnight it does insulate and keep any hot items warm.


Q: What if my PackIt does not stay cold for as long as I expect it to?

A: If your PackIt is not staying very cold for extended periods of time please make sure the PackIt gets a full 12-14 hours in the freezer. PackIts that are subject to warmer than room temperatures, or PackIts that are opened and closed frequently, will not stay as cold as long as others in more optimal environments.  Check the product description in the detailed product listing page before you purchase to ensure the capability of the bag matches your needs.  Also check out our Use and Care page before you use your Packit for optimal treatment and performance.  If you're finding your Packit still isn't performing the way that it should then we want to help, please contact our customer service team on +61 2 9425 5000 or email us using the Contact Us page.


Q: Is my PackIt airport-friendly?

A: Our bags are safe for airline travel. We are cleared through security because our non-toxic Eco-gel packs are not removable and are undetectable by security machines.


Q: What is the best way to clean?

A: Hand wash with mild soap and warm water. Allow to air dry completely with flap open before freezing to prevent frost from forming on cooler. Do not use bleach. Please note that PackIts are not washing machine, dryer, dishwasher, or microwave safe.  Check out our Use and Care page.


Q: How do I know if my order has gone through?

A: A confirmation email will be sent to you once your payment has been received.  If you haven’t received the email please email our support staff through the Contact Us page.


Q: How much is shipping, handling, and processing?

A: We do not charge handling and processing fees. Our fees are calculated through Australia Post using weight and dimensions, to ensure the most reasonable fee per item is charged.

To estimate your shipping fee, simply visit the Shopping Cart page and follow the prompts on the 'Estimate Shipping' box.

*You will need to have products in your shopping cart before you can get an estimate.


Q: How long will my order take to process and ship?

A: Please allow 7 – 10 working days for you order to reach you


Q: How will my order be shipped?

A: All orders are boxed and shipped through Australia Post


Q: Do you ship to PO Boxes?

A: No, we do not ship to PO Boxes.


Q: How do I pay for my order?

A: We use PayPal or Credit Card payments via SecurePay. Simply follow the prompts to pay for your order. Please make sure that all of your details are up-to-date if paying via PayPal.


Q: I am having trouble using the website, what do I do?

A: Sometimes refreshing the web page can fix your problem. If that doesn’t work, freecall us on +61 2 9425 5000 (during business hours). We are happy to help!


Q: Can I order from overseas and get it sent to an Australian address?

A: Yes! But please note that we DO NOT ship to addresses outside of Australia.


Q: Can I pick up my order?

A: No – PACKiT products are available for delivery only. We do not offer a pickup facility.


Q: What kind of warranty do my Packit products have?

A: Our Warranty page has plenty of useful information regarding warranty, faults and returns.  For information on the warranty for your specific item and circumstances, please call our Freecall number +61 2 9425 5000.  


Q: I bought my product on EBay/Amazon, can I return it?

A: Purchases from EBay/Amazon are not covered under our returns policy as we do not have any Certified EBay/Amazon Sellers.  When buying anything from EBay/Amazon it is the Seller’s responsibility to either accept returns or sell ‘as is’ and the Buyers responsibility to understand and accept these terms before the purchase.  If you have any problems with products purchased from EBay/Amazon you must contact the Seller directly.


If you have any further questions that haven't been answered; about Packit products; the company or processes we use, or would simply like to leave feedback, we'd love to hear from you.

You can contact us by calling our office on +61 2 9425 5000 or email us using the Contact Us page.