FAQs

Can I modify/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 modify or cancel your order even if it has not been shipped yet. However, we offer FREE 60-day returns. Once you receive your order follow our return instructions to process a FREE refund or exchange. Returned products must be unused and in their original packaging with tags attached.

Can I place an order over the phone?
No, orders can only be placed online at www.camelbak.co.nz. Feel free to email or call our Customer Service team if you require assistance with placing an online order.

Email: info@camelbak.co.nz
Phone: (09) 379 2160

Do I have to create an account to checkout?
No, if you do not wish to create an account you can use the guest checkout option.

What payment methods do you accept?
We accept the following payment methods: Visa, Mastercard, Debit Card, American Express, JCB, Afterpay, Google Pay, Shop Pay & Apple Pay. You can also apply a CamelBak NZ eGift Card value against your order.

We do not accept Prezzy Cards, ASB True Rewards, cheques, cash or over the phone payments at this time.

How much is delivery?
We are pleased to offer FREE NZ delivery on all orders over $50! For all other orders we charge a modest flat shipping rate of $5 per order.

How long will my order take to arrive?
Please allow 3-4 days for delivery. South Island orders target delivery is 1-2 working days, while North Island orders can expect to receive within 3-4 working days. Please allow 1-2 additional days for rural delivery, and during busy periods.

How will I know my order is on its way?
When your order has been dispatched, you will receive an email with a tracking number to track the package.

Do you ship outside of NZ?
No, we only deliver to addresses within New Zealand.

Can you deliver to a PO Box?
We deliver to NZ physical addresses and PO Boxes that accommodate parcels (no parcel lockers).

Is signature required for delivery?
Yes, someone will need to sign for the delivery.

Which courier company do you use?
Depending on the delivery location, your parcel will be collected by either NZ Couriers, DHL, or Castle Parcels from our Christchurch Distribution Centre.

For full details on returns check out our Returns & Exchanges page.

What is your Returns policy?
We proudly offer 60-day FREE returns for online orders with proof of purchase, providing the item has been unused (unless faulty), and is in its original condition with packaging and tags still attached. See our Returns page for more information on making a return.

Can I return an item in store?
Items purchased online at www.camelbak.co.nz cannot be returned to any store. If you have purchased CamelBak product via one of our verified stockists, you should return the item to your original place of purchase.

Can I return an item by post?
Yes. Returns should be addressed to:
CamelBak Online Returns
Unit 8, 240a Broadway, Newmarket
Auckland 1023
Please see the Returns page for more information and to request your free return label.

How long do I have to return an item?
Any returns should be received within 30 days of item delivery (the item/s must be sent back to us in its original, unused condition, with packaging and tags still attached).

Can I exchange an item?
You can choose to exchange your item for a different size, colour, or another product of the same or lesser value. You will need to complete the Returns form on our Returns page.

We cannot offer exchanges for items of greater value than the original order. In this instance you will need to return your purchase for a refund and place a new order.

Faulty Goods:
You can return an item purchased on camelbak.co.nz for assessment if you believe it is defective, faulty or not fit for the purpose advertised. Please see our Lifetime Guarantee page to submit a Warranty Claim Request.

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 our bottles and reservoirs are 100% free from 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?
Yes (although we recommend checking with your airline carrier for any restrictions first). If you’re using an Eddy+ or Thrive flip straw 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, Thrive Chug 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) Thrive, 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 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:

1. With bottles like the Eddy and Thrive flip, 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.
2. Extra-hot or boiling water can distort the plastic.

Also, please keep in mind that the Kids’ Eddy and Thrive 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 or Thrive flip straw, since the pressure can cause liquid to spurt out of the straw. However, it’s fine to put carbonated drinks in the Chute, Thrive Chug 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.

Do you use lead-based ink in your kid's or other printed bottles?
No way. CamelBak 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 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.

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 down so the strap sits just above your abdomen. This will also help distribute weight more evenly across your body.

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:
1. Cut the drinking tube 2"-3" from the base of the reservoir
2. 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.
3. Unclick to fill and load reservoir, click into drink.

What type of beverages can I put into my reservoir?
The Crux reservoir is designed for water. Electrolytes and other supplements may be added. The reservoir should be thoroughly cleaned after each use with added product following the cleaning instructions.

How do I clean my reservoir?
The first step to keeping your reservoir clean is to empty out and dry it after every ride. Every few rides, we suggest sanitizing your reservoir using our all-in-one cleaning kit with brush, cleaning tabs and hanger clip.

Can I freeze my reservoir?
Yes. You can freeze your reservoir between uses to prevent bacteria growth. For extra hot days on the trail, you can even freeze your reservoir with water in it to ensure you have cold water throughout your ride (or run or hike).