Frequently Asked Questions
What are your heat packs made from?
Every Pony Fund heat pack is hand made from 100% organic cotton and filled with 100% Australian grown lupins. Custom designs are printed using high quality natural dyes.
Why lupins instead of wheat?
Lupin packs retain temperature noticeably longer than traditional wheat packs, and lupins are a low-allergy alternative for people who are sensitive to wheat products.
How do I heat my heat pack?
Warm your pack in the microwave in short bursts (around 30 seconds at a time) until it reaches a comfortable temperature. Never overheat your pack and never leave the microwave unattended while heating. Always check the temperature against your inner wrist before placing the pack on your body, especially before use on children.
Can I use it as a cold pack too?
Yes! Pop your pack in a sealed bag in the freezer for a few hours and it doubles as a soothing cold pack for sprains, strains and hot summer days.
How much is shipping?
We ship Australia wide, and shipping is free on all orders over $100. Shipping for smaller orders is calculated at checkout.
How long does a custom printed heat pack take?
Once we receive your design, your custom printed heat pack is made by hand and returned to you in approximately 7–10 days.
What is your returns policy?
We accept returns for goods that are faulty or that fail to meet reasonable expectations in line with Australian Consumer Law. We are unable to offer returns or cancellations for change of mind once an order has shipped, and custom orders cannot be cancelled once customisation has begun. Please see our full Refund and Returns Policy or contact us before returning anything — unauthorised returns cannot be accepted.
How do I start a heat pack fundraiser?
It’s free to get started! Head over to our Fundraising page, fill in the form and we’ll send you a complimentary starter pack with everything your school or club needs. You’ll also find more detail on our Fundraising FAQ page.
Have another question?
We’d love to help — get in touch via our contact form and we’ll get back to you as soon as we can.