Frequently Asked Questions

Please see our list of Thermos® counter locations in Philippines here.

Please fill in the contact form here

Please contact the following: 

Acoserve Service Center
Address: 412 Amang Rodriguez Ave., Manggahan Pasig City
Telephone:7217-8026/ 8681-6166
Mobile: 0917-8049228/ 0942-3722764

Thermos® products are manufactured at our Thermos® factories located in Philippines, Malaysia and China.

All Thermos® products are manufactured with 18/8 grade stainless steel, or grade 304 stainless steel. The parts are made of polypropylene (PP) and silicone.

Yes, all Thermos® products use food-grade safe materials and are BPA-free.

All Thermos® products use double wall vacuum insulation technology to keep your contents hot or cold. For best results, please ensure the starting temperature of your content is hot (or cold) enough, filled to maximum capacity, and the lid is properly closed.

If the exterior surface is extremely hot or has condensation and with no seen damages such as dent or puncture, please email a photo of your product to and the team will respond to you within 7 working days.

Most Thermos® products with tightly-closed stoppers are leak-proof. Please check that your product is not overfilled and all silicone parts are intact.

For best usage, please do not overfill contents to the top rim but inner rim, or leave a 1cm space between the top rim of the stopper and the contents. If the silicone parts are removed for washing, please make sure that they are assembled correctly to prevent possible leakage.

We strongly encourage washing your Thermos® product with a soft sponge and gentle dish-washing soap immediately after use, to prevent accumulated stains.

Otherwise, please at least give the product a quick rinse before thorough wash. Do ensure to air dry or wipe dry all silicone parts to eliminate any remaining moisture that may form mould.

Please do not place Thermos® stainless steel vacuum insulated product, parts and straw sets in the sterilizer as it may result in product discolouration, paint peeling and deformation. Hand washing is recommended for best hygiene results. 

We would recommend the following cleaning method to aid in removing the rubber smell, or watch it in action here.


  • Water
  • Vinegar


  1. Detach the silicone parts, mouthpiece and stopper from the product’s body.
  2. Fill a bowl with vinegar and water with a ratio of 1:10.
  3. Soak them into the bowl for 1 to 3 hours.
  4. Rinse thoroughly and wipe dry with a clean towel.


We would recommend the following cleaning method to aid in removing the coffee or tea stains:


  • Baking Soda, 1 tablespoon
  • Hot Boiling Water


  1. Place baking soda into the tumbler/mug and fill it with hot boiling water.
  2. Place the silicone ring and silicone gasket into the tumbler/mug.
  3. Close it with the lid and set it aside to soak for 1 hour.
  4. Discard water. Rinse and wash tumbler thoroughly with a soft sponge and gentle dish-washing soap.

Yes, the vacuum insulation technology in the Thermos® sports bottle and straw bottles can keep contents warm.

They are labelled ‘cold insulation only’ to prevent accidental scalding, due to the spout and straw designs. Please ensure the initial temperature of the contents is suitable for direct consumption.

Thermos® products are made of 304 food-grade Stainless Steel (commonly known as 18/10 or 18/8 stainless steel), and the material we used, contains 18%-20% Chromium and 8%-10% Nickel.

304 food-grade Stainless Steel is widely used in household and cookware products, because of its durability and corrosion-resistance features.

As the acidic contents in coffee and tea are low, the food-grade Stainless Steel is safe to store them for hours. However, we would recommend to first rinse the product with water (best with hot water) to remove residues that may pick up the washing liquid during cleaning.

We would not recommend to store milk and fruit juices into a vacuum insulated product for long hours as these beverages are meant to be consumed when fresh.

However, it is feasible if you are consuming them within an hour (such as a Tumbler Cup) to keep hot without scalding exterior or chilled without condensation.

It is common to experience difficulty opening some Food Jars. This is because when the Food Jar is filled with hot liquids and secured in a vacuum space with the closed cover lid, the hot steam from the liquid may cause some air pressure that result in the difficulty of opening the cover lid.

Should hot contents are stored regularly in a Food Jar, we would encourage you to consider Food Jars with double cover lids or with click-open feature, such as the JBT-series, JBQ-series, JBM-series, SK-series Food Jars. The inner cover lid or the click-open feature enables some air pressure to be first released, so that the outer cover lid or stopper lid can be opened easily.

On the other hand, we recommend the following methods to aid in opening the Food Jar:

  1. Set aside the Food Jar to cool down the hot beverage for at least 1 to 2 days. The cover lid should open easily, after the contents are cooled down.
  2. Alternatively, speed up the process by turning the Food Jar upside down and soak only the Food Jar’s cover lid into a bowl of hot water, for 1 minute. (Note: Do not soak the entire product into the water. The process may affect the quality of the heat insulation function.)

Yes, but we do not encourage. For the best care of the vacuum insulation feature, it is ideal to dry clean the Shuttle Chef® outer pot with a damp kitchen cloth. However, if it is necessary for thorough washing, it is recommended to be done quickly and keep it dry immediately with a clean cloth and air-dry it. 

Please do not soak the Shuttle Chef® outer pot (or any Thermos® products) in water as it might affect the vacuum insulation technology over time.

The Shuttle Chef® is secured when the outer pot lid is closed and locked. Though the outer pot lid might be moveable when shaken intentionally and part of the structure, the vacuum insulation function will not be affected, as long as the outer pot lid is left closed. The outer pot lid is removable for easy cleaning too.

No, it will not cause an explosion, but a bumping phenomenon.

This rare phenomenon occurs when ingredients contained in the pot settle to the bottom and accumulate like a lid on the bottom of the pot. When the food contents are reheated in that state, the air bubbles formed at the bottom during the boiling process will push up the accumulated ingredients all at once, thus splattering the ingredients within and out together. 

Bumping phenomenon can happen to any cooking and any pots. The reason why a Shuttle Chef® may have an increased probability of the phenomenon, is that the vacuum-insulation cooking (where the food is kept in retained temperature) will have some pressure built up within.

The pressure built-up is a similar case for Food Jar where one might sometimes have difficulty turning the stopper lid after storing hot food for hours.

The Thermos® Shuttle Chef® can retain temperature very well and food can be well-cooked and tastier sometimes, with the right conditions.

For maximum temperature retention during cooking, the Shuttle Chef® inner pot must be filled with food contents to at least ¾ (three-quarter) full. 

In order to begin temperature retention from the highest temperature, it is advisable to always bring the food contents in the Shuttle Chef® inner pot to a rapid boil for at least 5 to 10 minutes and transfer it with the closed lid into the outer pot immediately. 

The appearance of the "rainbow effect" discolouration is non-toxic, and can be easily removed by soaking or rinsing with white vinegar. For best maintenance, we recommend cooking with medium or low heat to prevent damage of the stainless steel.

The rainbow discolouration does not affect the stainless steel’s performance. The rainbow discolouration is a heat tint caused when exposing stainless steel to high temperatures.

Below is the recommended cleaning method.


  • White vinegar, 1 cup
  • Baking soda, 2 tablespoons
  • Water, 200ml (depending on the size of your inner pot)
  • Soft sponge, 1 


  1. Fill the bottom of the inner pot with a layer of water.
  2. Add white vinegar and bring water to boil.
  3. Remove the inner pot from heat and add baking soda. Expect fizz.
  4. Empty the inner pot and use a soft sponge to wash as normal; if necessary, add an extra bit of dry baking soda.
  5. If there are super stubborn marks that do not come off with washing, make a paste of baking soda with a couple of drops of water. Leave the paste on the marks for awhile and return to clean as normal.

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