Frequently Asked Questions

We dispatch most orders within 2–5 business days from our Brisbane warehouse. During sale periods this can extend to up to 10 business days — we’ll always let you know. Once your order leaves us, delivery time depends on your location and the shipping method you choose.

Engraved and personalised items are made to order and add up to 2 weeks to your dispatch time on top of our standard handling. We’ll send your tracking link as soon as it’s on its way.

Within Australia:

• Standard shipping: $11.95 (free on orders over $149)
• Express shipping: $17.95

To New Zealand:

• Standard shipping: $15.95 (free on orders over $249)
• Express shipping: $30.00

All orders are tracked. You’ll receive a tracking link by email once your order has been dispatched.

We currently ship to Australia and New Zealand only.

All orders are dispatched from Brisbane, Queensland.

A tracking link is emailed to you as soon as your order is dispatched. Check your junk folder if you haven’t received it. If you’re still having trouble, email us at hello@kaally.com.au with your order number.

Yes — we accept change-of-mind returns within 14 days of receiving your order, as long as the item is unopened, unused and in its original packaging. A $10 restocking fee applies, and you’ll need to cover return postage. Once we receive and inspect the item, we’ll process your refund minus the restocking fee.

The following are final sale and cannot be returned for change of mind:

• Engraved or personalised items (made just for you)
• Clearance items
• Mystery bags/boxes

Contact us at hello@kaally.com.au as soon as you notice the fault — include your order number and a photo (or short video if the issue is functional). We’ll sort it out quickly under our warranty and your rights under the Australian Consumer Law. See the Warranty section below for full details.

Email hello@kaally.com.au with your order number and reason for return. We’ll confirm eligibility and give you the return address. Please don’t send anything back before hearing from us.

Standard-sale items (any item sold at a discount that isn’t marked as clearance) follow our usual 14-day change-of-mind policy — unused, unopened, original packaging, $10 restocking fee. Clearance items and mystery bags are final sale for change-of-mind as noted above. Your rights under the Australian Consumer Law always apply regardless of the price you paid.

All Kaally and KaaKaaBaby products are covered by a 12-month warranty against manufacturing defects from the date of purchase. This covers faults in materials or workmanship — things like cracks or warping on arrival, faulty seals that leak due to a defect, or finish/print defects. It does not cover normal wear and tear, accidental damage or drops, or misuse. To make a claim, email hello@kaally.com.au with your order number and a photo (and a short video if the fault is functional) and we’ll respond within 1–2 business days to sort it out with a repair, replacement part, replacement or refund.

The Glass Drop Guarantee is a separate bonus offer on our borosilicate glass bottles and cups. Kaally glass bottles (500mL & 800mL) are covered for 30 days, and the KaaKaaBaby bottle is covered for 90 days, from date of purchase. If the glass breaks during normal use within that window, we’ll replace the glass — you just pay a flat $11.95 shipping fee. To make a claim, email us your order number and a photo. Please note: the guarantee covers the glass only. It does not cover lids or other parts, and you keep your existing silicone sleeve on (a new sleeve isn’t included in the replacement). This is offered on top of the standard 12-month warranty, not instead of it.

No. Our warranty is in addition to your rights under the Australian Consumer Law. You always have rights as a consumer regardless of any warranty we offer.

• Bento boxes, snack boxes, snack pots, divided plates and bowls: Yes — all dishwasher safe.
• Insulated jars: The jar is dishwasher safe, but the lid is hand-wash only.
• KaaKaaBaby glass cups: Top rack dishwasher safe.
• Silicone items (lids, straws, seals, spouts, teats): Dishwasher safe on the top rack.
• Engraved items: Also dishwasher safe — the engraving is etched into the surface, so it won’t wash off or fade.

When in doubt, hand-wash in warm soapy water — it’s the gentlest option and extends product life.

Rinse with warm soapy water after each use and use a straw-cleaning brush to get right through the tube. Because our straws and seals are LFGB food-grade silicone, they’re also dishwasher safe (top rack) and steriliser safe — you can use cold-water, steam or UV sterilisers, or pop them in boiling water for a few minutes to freshen them up.

Yes. Borosilicate glass and LFGB silicone both handle high heat well, so the KaaKaaBaby glass cup and all its silicone parts (lids, straws, seals, spouts, teats) are safe in cold-water, steam and UV sterilisers, and can be boiled briefly to sterilise.

Yes — a faint metallic smell when new is completely normal for food-grade stainless steel and isn’t harmful. Rinse with warm water (or a diluted bicarbonate soda solution) before first use and it will disappear quickly.

Yes. Borosilicate glass is designed to handle both hot and cold liquids and resists thermal shock far better than ordinary glass. To be safe, just avoid sudden extreme temperature changes — for example, don’t pour boiling water into a bottle that’s just come out of the freezer. Insulated stainless steel jars are great for keeping food hot or cold; avoid carbonated drinks and dry ice in any sealed container.

Soak in a diluted bicarbonate soda solution for 20–30 minutes, then scrub gently with a soft brush. Avoid bleach and abrasive scourers, which can degrade the silicone over time.

• Silicone parts (lids, straws, sleeves, spouts, seals, teats): food-grade LFGB-certified silicone
• Stainless steel (bento boxes, snack boxes, insulated jars and related products): 304 (18/8) stainless steel
• Glass (KaaKaaBaby glass cup and Kaally glass bottles): borosilicate glass

All Kaally and KaaKaaBaby products are free from BPA, BPS, PVC, phthalates and lead.

LFGB is the German food-safety standard — widely regarded as stricter than US FDA standards. It means the silicone has been tested and confirmed safe for food contact.

304 is the grade of stainless steel, also described as 18/8 (18% chromium, 8% nickel). It’s the food-grade standard used in professional kitchens and is highly resistant to corrosion and rust when cared for properly.

Yes — Kaally products are designed in Australia.

We keep our packaging as low-waste as we can. Please check the packaging itself for any recycling symbols and dispose of it according to your local council’s guidelines.

KaaKaaBaby is our range designed for babies and toddlers from 0–3 years, including the borosilicate glass cup with silicone sleeve, straws, spouts and teats suited to early feeding and drinking stages.

Kaally is our range for bigger kids and adults (3+), including borosilicate glass drink bottles with sports and smoothie lids, plus stainless steel bento boxes, snack boxes, snack pots, insulated jars, divided plates, bowls, cutlery and cleaning gear.

Lid compatibility varies by bottle size and range. The easiest way to find a compatible lid is to check the product page for your bottle, or browse the Replacements & Parts section of our shop. If you’re unsure, email us at hello@kaally.com.au with your bottle size and we’ll point you to the right one.

Yes — Kaally bottles and lids are designed to be leak-resistant for everyday use, so they’re great for bags and lunchboxes. As with any bottle, make sure the lid is done up fully and the silicone seal is seated correctly. We’d suggest not storing fizzy drinks in a sealed bottle, as the pressure can cause leaks.

The KaaKaaBaby cup is designed to grow with your baby through different lid stages — a teat for the early months, then a spout or straw lid as they develop. Always use under adult supervision and choose the lid stage that suits your child.

The borosilicate glass cup is microwave-safe once you remove the silicone sleeve and any lid (never microwave with a lid sealed on). Borosilicate glass and LFGB silicone are both fine in a bottle warmer. Never microwave stainless steel items (bento boxes, snack boxes, insulated jars).

Yes — we stock replacement parts including lids, straws, seals, spouts and silicone sleeves. Visit the Replacements & Parts section of our shop or email hello@kaally.com.au if you can’t find what you need.

In most cases, yes. Email us at hello@kaally.com.au with your product name and the part you need and we’ll point you in the right direction.

Replacement parts purchased separately carry their own 12-month warranty against manufacturing defects from the purchase date.

Yes! Engraving is available on selected products. It’s $10 per item and is added on the product page (not at checkout) — just choose the engraving option before adding to cart. See individual product pages for availability.

Engraved items are made to order and add up to 2 weeks to your dispatch time. Please factor this in if you’re ordering as a gift for a specific date.

You can engrave a name or short word. The maximum length is shown on the product page when you select the engraving option. For best results, keep it concise — we’ll engrave exactly what you enter, so please double-check spelling before placing your order.

Engraved and personalised items are final sale and cannot be returned for change of mind, as they’re made specifically for you. If there’s a fault with the engraving or the product itself, contact us at hello@kaally.com.au — that’s covered under our warranty.

Our products arrive in clean, minimal packaging that’s lovely to give as a gift. If you have a special gifting request, just email us at hello@kaally.com.au and we’ll do our best to help.

Contact us at hello@kaally.com.au to discuss bulk or corporate orders, including engraved options.

We process orders quickly, so please contact hello@kaally.com.au as soon as possible if you need to change or cancel. We can’t guarantee changes once an order has been dispatched.

Discount codes — including welcome offers and loyalty rewards codes — don’t apply to already-discounted or sale-priced products. You can still use them on any full-price items in your cart, so save them for those.

Not until checkout is complete. Stock updates in real time, so if something sells out before you finish checking out, it may no longer be available. We recommend completing checkout promptly for high-demand items.

Email hello@kaally.com.au immediately with your order number and the correct address. If your order hasn’t been dispatched yet, we’ll do our best to update it.

Yes — if you’d like to stock Kaally in your store, you can order from us on Faire at kaally.faire.com, or visit our Wholesale page to get in touch. We’d love to work with you.

Email us any time at hello@kaally.com.au — we’re a small team and we’ll get back to you as quickly as we can.