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Question in mind?

Here you find the answers for the most frequently asked questions. If you have something else in your mind or want more information, please contact our customer service.

Use and care

Are all of the products dishwasher safe?

When the product has a dishwasher symbol, you can wash it in the dishwasher. We always recommend washing plastic products in the upper part of the dishwasher and placing them there loosely. Symbols tell us a lot about the use and benefits of the products, take a look at their meanings here.

Are all of the products microwave safe?
When the product has a microwave symbol, you can heat it in the microwave. Note that with oily food there is a risk of overheating, because oil gets hot very quickly. We recommend stirring the food every now and then while heating it in the microwave. Symbols tell us a lot about the use and benefits of the products, take a look at their meanings here.
Can I use SmartStore™ storage boxes for storing food?

Yes, you can! All the SmartStore™ products we make are tested and approved for contact with food.

How do I remove labels/stickers from the product?

Sorry to hear that there are problems with removing the sticker from a new product. You can get the sticker off by using hot water and adding some washing-up liquid to it. Soak the product in the hot water for a while and then peel the label off. You can also use olive oil when peeling off the glue. With bigger, bulky products you can use window cleaning spray.

Why did my new lunch boxes get stained in the dishwasher?

Staining may occur at high temperatures, if the box has contained e.g. carrot or beetroot or if there are other dishes with traces of food that have not been rinsed. We recommend rinsing the dishes before putting them into the dishwasher if they contained brightly-coloured ingredients.

Product safety

I’m worried about all of the chemicals in plastic. Are your products safe?

Yes, you can count on our products' quality. We use only safe plastics that don't contain any BPA. We test all of our products regularly, both at independent test laboratories and through function tests. Our material suppliers have strict controls over production and processes, enabling them to guarantee that the materials are tested and approved. Nearly all of our plastic products are produced in Sweden or Finland, and we always follow the strict requirements as set out in EU rules and regulations. If you want to know more about product safety, click here.

What exactly is BPA (bisphenol A) and do any of your products contain that?

BPA (bisphenol A) can be used in the production of polycarbonate (PC) and as a hardener in other plastics. It helps to make the plastics impact resistant and also helps them to withstand acids, fats and oils at high temperatures. However, BPA may have harmful effects, especially on small children, and its use is even banned in baby bottles. We care about you and your family's safety and our environment, so none of our products contain BPA. You are safe with us. Read more about BPA here.

Can I use SmartStore™ storage boxes for storing food?

Yes, you can! All the SmartStore™ products we make are tested and approved for contact with food.

My freezer boxes/lunch boxes have white marks on the plastic. The surface is uneven. Is it safe to use and how did this happen?

High temperatures may cause the plastic to become marked. Especially with oily food there is a risk of overheating, since oil gets boiling hot very quickly. We recommend stirring the food every now and then while heating it in the microwave. If the surface of the box becomes uneven, the product should be replaced with a new one for hygienic reasons.

Materials and symbols

What exactly is BPA (bisphenol A) and do any of your products contain that?

BPA (bisphenol A) can be used in the production of polycarbonate (PC) and as a hardener in other plastics. It helps to make the plastics impact resistant and also helps them to withstand acids, fats and oils at high temperatures. However, BPA may have harmful effects, especially on small children, and its use is even banned in baby bottles. We care about you and your family's safety and our environment, so none of our products contain BPA. You are safe with us. Read more about BPA here.

What do the symbols on the bottom of the products mean?

The symbols tell you important product information. You can for example see the product guarantee, whether the product is made of food-grade material, what kind of temperatures it withstands, how to use and clean it and how to recycle it. You'll find the meanings of the symbols here.

The shape of a plastic product was deformed in the dishwasher. Does this mean that the product is not dishwasher safe?

If the product has a dishwasher safe symbol, it can be washed in the dishwasher. We recommend placing plastic products loosely in the dishwasher. The combination of heat and tightly packed dishes may affect plastic products and cause them to deform and bend. However, the products are still perfectly safe to use. Symbols tell us a lot about the use and benefits of the products, take a look at their meanings here.

Where to buy

I am a consumer, where can I buy your products?

We have a wide selection of products and our range varies from store to store. If you are looking for a particular product, you can ask about its availability directly from the seller.

You can also visit our outlets or contact us by sending an email to consumer.fi@orthexgroup.com.

I am a retailer. Where can I buy your products?

Nice to hear that you want to sell our products in your store. Please contact us at info@orthexgroup.com and let's start cooperating!

Product complaints

My steel vacuum flask doesn’t keep things warm, what should I do with it?

We are so sorry to hear that there is a problem. Please contact us by sending an email to info@orthexgroup.com. We'd also like you to send us the damaged thermos, so we can find out what the problem is.

Do you provide spare parts for your products?

We can provide spare parts for some products, but we don't have a specific spare parts department. Please send any spare part inquiries to info@orthexgroup.com and specify what you need. We'll do our best to help you.

How do I remove labels/stickers from the product?

Sorry to hear that there are problems with removing the sticker from a new product. You can get the sticker off by using hot water and adding some washing-up liquid to it. Soak the product in the hot water for a while and then peel the label off. You can also use olive oil when peeling off the glue. With bigger, bulky products you can use window cleaning spray.

The shape of a plastic product was deformed in the dishwasher. Does this mean that the product is not dishwasher safe?

If the product has a dishwasher safe symbol, it can be washed in the dishwasher. We recommend placing plastic products loosely in the dishwasher. The combination of heat and tightly packed dishes may affect plastic products and cause them to deform and bend. However, the products are still perfectly safe to use. Symbols tell us a lot about the use and benefits of the products, take a look at their meanings here.

Why did my new lunch boxes get stained in the dishwasher?

Staining may occur at high temperatures, if the box has contained e.g. carrot or beetroot or if there are other dishes with traces of food that have not been rinsed. We recommend rinsing the dishes before putting them into the dishwasher if they contained brightly-coloured ingredients.

The lid of my SmartStore box has broken, have I used it incorrectly?

SmartStoreTM boxes are very durable, but sometimes the conditions may be too tough. Have you used the lid outdoors or in very low or high temperatures? Or have you stored really heavy or sharp objects in it? For tougher conditions and use, we recommend SmartStoreTM PRO boxes, which are as unbreakable as it gets.

The lids of my lunch and freezer boxes seem soft and deformed after washing them in the dishwasher. Why is that?

We recommend placing plastic products loosely in the dishwasher. Even with high quality products the combination of heat and tightly packed dishes may have an effect and cause them to deform and bend. Even if the lids appear a little bent, they are still ok to use, because of their soft material. Soft material makes the lids easy to open and close.

The water gauge from a self watering pot and window box is missing. What do I do?

We are sorry to hear that the set was incomplete. Please contact us at info@orthexgroup.com. If you have lost them, you can ask for a new gauge as a spare part. We are happy to help you.

Other issues

How does the 10-year guarantee of SmartStore boxes work? I don't have the receipt anymore.

All SmartStoreTM products that carry a label saying “10 Year Guarantee” are guaranteed to stay functional for a period of 10 years, fulfilling their original purpose. If a consumer buys a product that is faulty or becomes faulty, s/he is entitled to get a full refund in form of a new product. The guarantee does not cover products that have been damaged as a result of wear and tear from normal use, or products that have been misused or subjected to carelessness or abnormal usage conditions. To request a refund, we recommend you contact in the first instance the store where you bought the product. Alternatively you can also contact us directly at info@orthexgroup.com

What kind of guarantee do the products have?

Orthex is known for good quality and durable products. SmartStore Classic, PRO and DRY have a 10-year guarantee. All of the kitchen products are high quality and tested regularly regarding food safety. In addition, functional and mechanical tests are performed continuously.

The water gauge from a self watering pot and window box is missing. What do I do?

We are sorry to hear that the set was incomplete. Please contact us at info@orthexgroup.com. If you have lost them, you can ask for a new gauge as a spare part. We are happy to help you.