Exchange and Warranty
How do I exchange my frank green products?
If your frank green product is unused, undamaged and still in its original packaging, we can organise an exchange for you.
We’ll do this for any of our products, you’ll just need to return the product, with proof of purchase, within 14 days of receiving it. We don’t refund shipping costs.
Please note, that we are unable to offer exchanges for items purchased with monogramming.
If you have purchased your frank green product with Afterpay, please contact out customer service first at firstname.lastname@example.org as the exchange process will be a little different.
What is the warranty on frank green products?
frank green is committed to providing a high quality product. The frank green Reusable Cup and Reusable Bottle is guaranteed from defects in materials and workmanship under fair wear and tear household usage for 12 months from date of purchase. If the Reusable Cup or Bottle is defective frank green reserves the right to either;
- Repair or replace the Reusable Cup or Reusable Bottle or any part of it that is defective; or
- Wholly or partly provide a refund
The frank green Reusable Cup or Bottle must be returned to the place of purchase with proof of purchase.
Warranty is void if the Reusable Cup or Bottle has been incorrectly used if care instructions have not been adhered to.
frank green Pay
How do I close frank green Pay?
Just call us on 1300 739 889 and make sure you can identify yourself. To do this, make sure you have the personal details you completed during registration or during the course of using the service. We can then organise for your available funds to be returned and for your frank green facility to be closed permanently.
What happens to my available balance after I delete my product from the frank green Pay App?
As soon as you delete your product from the App, the funds will be automatically diverted back to the account they came from.
Can I suspend frank green Pay?
You can temporarily de-active the payment ability of your product within the frank green Pay App.
What happens to my funds if I don’t use frank green Pay?
If your facility is inactive for 12 consecutive months and you have available funds, you will be charged an inactive fee of $1.95 per month. Unless you start to use frank green Pay again, you will continue to be charged the inactive fee until the remaining funds are reduced to zero. At that point your frank green Pay facility will be closed and the product permanently deactivated.
If you start using frank green Pay again the inactive fee will cease.
Can I manage my individual Next Generation product?
You can manage your individual Next Generation product by opening the App and heading to ‘Manage smart payment devices’. From here, you can turn Visa payWave on or off and change the nickname of your product. You can also delete any Next Generation products if you’ve lost them.
What if my Next Generation product is faulty?
Your Next Generation product shouldn’t be faulty. Let’s remedy this! It could be a simple fix, so make sure you try the below first:
- Confirm that you have downloaded the frank green Pay App and completed the registration process. During these steps you will connect your product to the frank green Pay App.
- Confirm the product is associated to your App.
- Open the App and under ‘Managed by Devices’, check to see that the serial number in the App matches your product (the serial number can be found by looking inside at the base of your product).
- If there is no product in your app, connect the smart product to the App using the “Add Device” option found under the “Manage smart payment devices” function found on the home screen in the app. - simply scan the smart product QR code (you can find this in the base of your smart product).
- Check that your smart product is not set to ‘inactive’. This status can be found under the ‘Manage smart payment devices’ function found on the home screen in the Zpp
- Check you have sufficient available funds (this will need to exceed the transaction you are trying to complete).
If none of this works, contact us at email@example.com with your product’s QR code or call frank green on +61 (0) 3 9690 6877 during 9am to 5pm AEST and our team will assist you.
Does the frank green Pay App need a password to open it?
Yes, you need a password to open the frank green Pay App, but the login screen will provide you basic status information, available balance and the past three transactions for ease and convenience.
If you set up auto-loads, you may find you rarely need to open the app.
Can I use frank green Pay to withdraw cash at ATMs?
No, frank green Pay does not allow for cash withdrawals at ATMs or at Merchant EFTPOS facilities.
Can I automatically top up my funds in the frank green Pay App?
Yep! You can set up an automatic load and the value that triggers the load via the frank green Pay App.
Are there any limits on how much money I can load into the frank green Pay App?
You can load up to $50 per day, and have a maximum balance at any one time of $200.
There are also daily, monthly and annual limits – check out the Product Disclosure Statement for all the details.
How do I load money into frank green Pay and how long does It take?
You can manually or automatically load funds via the frank green Pay App but we would recommend you do it manually on the first upload.
You can load funds from an Australian issued MasterCard or Visa card, and the load fee is 3% of the load value. In most instances, the load will be immediate, so you can get that coffee fix straight away, however on occasion due to bank processing times, it may take a little longer to appear.
Where can I use frank green Pay?
If you have a Next Generation product, you can use frank green Pay anywhere Visa payWave is accepted. frank green Pay cannot be used outside Australia, and will not accept foreign payment cards for loading of funds.
Can I purchase a Next Generation base only?
Yes! Your current frank green lid is designed to fit any frank green base, so if you’d like to order just a Next Generation cup or base just head here.
How do I know whether I have a product that works with frank green Pay?
Take a look at the base of your product through to the very bottom. Can you see a chip in the base? If so, it sounds like you have one of our Next Generation products that work with frank green Pay.
If it’s clear or you can’t see a chip, it sounds like you have a product from our Original range which is not compatible with frank green Pay.
Still not sure? Send a picture through of the base to our customer service team at firstname.lastname@example.org and they’ll be able to confirm either way.
What’s the difference between CafePay and frank green Pay?
Your Next Generation Reusable Cup or Bottle with frank green Pay allows you to pay for anything, anywhere Visa payWave is accepted, for transactions under $50. Just wave the base – it’s that easy.
CaféPay was an app frank green partnered with for our first range of products. It allowed you to tap your lid to earn loyalty rewards and make secure cashless payments at participating CaféPay retailers.
CaféPay functionality has been removed as of October 2018. If you are customer, retailer or café with an outstanding CaféPay balance please get in touch with the team at email@example.com
Does frank green Pay come with a PIN?
frank green Pay does not come with a PIN, and therefore can only be used for contactless transactions where a PIN is not required.
In Australia, frank green Pay has a maximum transaction value of $50
What happens if I lose my Reusable Cup or Reusable Bottle, and I don’t have access to the app?
We get it. Things happen. If your product is lost or stolen and you can’t access the app, you should call 1300 739 889 and we can lock your Next Generation Product and your frank green Pay facility.
When you get a replacement product and can access the app, simply login and check the transaction activity. If you need us to unlock frank green Pay for you, simply contact us on 1300 739 889.
What if I misplace my Next Generation Reusable Cup or Reusable Bottle?
You can temporarily lock your Next Generation Reusable Cup or Reusable Bottle within the frank green Pay App then unlock it within the app when you find it.
If you have lost your product, you can also permanently delete it from your facility. Once you have logged on, you can delete the product by accessing the feature under the “Manage smart payment devices” from the home screen.
If you do delete your product from the frank green Pay App you won’t be able to use it again for payment.
How do I use my Next Generation product to pay?
Simply hold your Next Generation Reusable product within four centimetres of the contactless terminal to transmit the payment information to the terminal.
Your Next Generation Reusable product uses Visa payWave technology to communicate with the contactless payment terminal.
What is frank green Pay?
frank green Pay is an App that enables the Next Generation Reusable Cup and Reusable Bottle by frank green to be used as a payment method. It works just like a credit or debit card but is a non-cash payment facility- just wave to pay.
The Next Generation products have in-built NFC payment capabilities using Visa payWave, so you can pay wherever Visa prepaid contactless cards are accepted.
I don't live in Australia, can I get frank green Pay?
frank green Pay is currently only available to customers with an Australian bank account. We are working on more countries, so stay tuned for updates.
Do I need to open a new bank account?
No, you can link frank green Pay to most Visa or MasterCards. Unfortunately, frank green Pay can’t be used with American Express.
How many Next Generation products can I add to my frank green Pay account?
Currently, you can have only one smart product per frank green App facility. We are working on allowing more features, so stay tuned for updates which will be published through the app
What mobile phones support frank green Pay?
frank green Pay is available for late model phones using iOS and Android. Your mobile phone must have access to either the iTunes Store or Google Play so you can download the frank green Pay app. If you’re unsure, check with your mobile phone provider.
How do I add a frank green Reusable Cup or Reusable Bottle to the app?
frank green Pay will only work with the Next Generation Reusable Cup or Bottle.
You can add the product to the app using the QR code scanner built into the app or by manually entering the serial number of the product.
If you get stuck, there are simple instructions in the app to help you add and manage your product or you can contact us at firstname.lastname@example.org or call frank green on +61 (0) 3 9690 6877.
What does it cost to use frank green pay?
There is an upfront cost to purchase a Next Generation Reusable Cup or Reusable Bottle (prices on our web site), however, the frank green Pay app is free to download. There are no standard monthly, transaction or usage fees, apart from:
- Load fee of 3% of total load value
- Other fees listed in the Product Disclosure Schedule
If you stop using the product you will incur a $1.95 inactivity fee per month after 12 months of non-use.
How do I get frank green pay?
It’s as easy as purchasing one of our Next Generation Reusable Cups or Bottles and downloading the frank green Pay App from the Australian iTunes or Google Play stores and completing the simple registration process.
Important frank green Pay terms
|Facility||The name of the overall store of funds associated to an individual product.|
|Associate or connect||The act of linking a product to the frank green Pay App, to thereby enable the product to be able to pay using the funds available in the facility (subject to the facility being unlocked and the product not being in-active.)|
|Dis-associate or disconnect||The act permanently removing the product from a given instance of the frank green Pay App, and it's facility. After which the product can never be associated to another frank green Pay App, either the prior or any new user.|
|Lock||A system function, whereby the facility is locked and unable to be used for payment irrespective of a product being set to ACTIVE and is ready to pay. The use of this function is in cases where a security issue has arisen, and the management system has automated or an EML representative has locked the facility.|
|Unlock||The act of re-enabling a facility to be usable for payment, assuming the facility is not locked.|
|Delete||The act of permanently removing a product from a given instance of the frank green Pay App, after which the product can never be re-associated to any frank green Pay App, or used for payment.|
|Suspend||Temporarily disabling the ability for a specific product to be used for payment.|
|Un-suspend||Enabling of a specific product to be used for payment, assuming the facility is not locked.|
|Active||The status of a product, and the state that is able to be used for payment, subject to there being sufficient available balance and the facility is not locked.|
|Inactive||The status of a product, whereby it is unable to be used for payment, until such time as the user activates the product for payment within the frank green Pay App.|
|Pay||The act of paying using the contactless Visa payWave payment capability of the product.|
|Wave||The act of paying, whereby a user waves the base of the product over the payment terminal's NFC reader.|
Orders and Shipping
How long does postage take?
We aim to have your order dispatched within two business days. Our shipping is outsourced to a third party who should have your order to you within 3-5 business days for metropolitan areas and 7-10 business days for regional areas, Northern Territory, Western Australia and Tasmania.
If you have ordered a product with monogramming, please allow an extra 72 hours for dispatch.
CHRISTMAS 2018 DELIVERY UPDATES:
Please also allow an extra business day for dispatch of orders in the lead up to Christmas.
For orders placed after 10th December, we cannot guarantee they will arrive by Christmas.
For orders purchased after 20th December, dispatch will not occur until the week of January 1st, 2019.
Does frank green offer Express Shipping?
Currently, we use standard shipping for all orders. Express Shipping options will arrive in 2019, so watch this space!
My order has arrived damaged.
We’re sorry to hear this! Please send us a picture of what you received to email@example.com with your order number and we’ll work to resolve this for you!
Why hasn’t my order arrived yet?
If you haven’t received your order yet and your tracking information hasn’t been updated in a few days, the quickest way to resolve is to lodge an enquiry with the courier your parcel was sent with. This can be done via their website.
If you aren’t having any luck just contact us at firstname.lastname@example.org with your tracking number and the issue for support.
Can I make a change to my order or cancel it?
Unfortunately, we aren’t able to make amendments, additions to or cancel an order after it’s been processed through the frank green website.
Once you receive your order, your welcome to exchange any unused products in their original packaging within 14 days of purchase.
How do I track my order?
Once your order is dispatched, you’ll get a delivery confirmation email where you’ll find a tracking number specific to your order.
From here, all you need to do is click the ‘Track Now’ button and it will take you directly to the tracking page for your order.
Didn’t receive a delivery confirmation? Make sure you check your Junk or Promotions and Updates folders in your email account.
How much does shipping cost?
frank green offers standard Australian domestic shipping for a flat fee of $7 through our preferred courier, Fastway. If your delivery destination is a PO Box or Parcel Locker, the same flat fee will be applied and your parcel will be sent through Australia Post.
If you’d like your parcel sent to an International address, the standard flat rate for International Shipping is $25, sent via our preferred International Courier UPS. Please note that this charge does not include any local import duties, taxes or custom fees. Any customs, import duties and associated fees are the responsibility of the recipient and are charged once the parcel reaches its country of destination.
Where does frank green ship to?
frank green ships globally and can send your parcel to most countries around the world. If you’re unable to find your shipping destination in the drop down list in the checkout, please contact the customer service team at email@example.com
What products can I PayWave with?
Any products in our Next Generation range are compatible with PayWave and are able to be purchased and used by Australian customers.
I've lost my Hydrate code.
Lost your code to access Hydrate? Not to worry, just send us an email at firstname.lastname@example.org we'll arrange a replacement code for you.
What is the Hydrate app?
Hydrate is an app we have created to help you log your water intake. Android NFC enabled device users can tap their bottle lid with their smartphone to record hydration. All other smartphone operating systems work too, it's just a simple input of information.
What is the difference between the Originals and Next Generation range?
Our Next Generation range looks the same as our Original range but comes with an inbuilt chip in the base of the product making it compatible with payWave. This means you can use you Next Generation to pay for any purchases up to $50 anywhere that PayWave is accepted. Please note that these products and this functionality is currently only available to Australian customers.
Can I purchase parts at stockists?
At the moment, we only sell individual parts of our products through our website.
Where are frank green products made?
frank green is proudly designed and owned in Melbourne, Australia.
Our frank green Original and Next Generation Reusable Cups and Bottles are made in Melbourne while our Stainless Steel range are made in partnership with a reputable manufacturer in China.
What are frank green products made of?
Our Original and Next Generation ranges are made from a premium grade copolymer while the bases of our Stainless Steel range are made from a premium grade 304 stainless steel.
All of our products are BPA and bisphenol-s free and FDA/EU approved as well as being recyclable at end of life
How long will my frank green keep liquids hot?
Like all good things in life, when you start with quality materials and focus on precise craftsmanship, you’re ahead of the rest. We’ve conducted rigorous, independent testing of our products and their hot and cold retention:
- Original and Next Generation - It’s difficult to give an exact timeframe as it depends on your drink of choice. Our products have a double-walled thermo outer layer that keeps your hot drink, well… hotter for longer. More than the average cup. We know this because we’ve done testing with comparative products in the market.
- Stainless Steel Range – The Stainless Steel range will keep your hot beverages hot and your cold beverages cold for up to 10 hours –check out the below graph for the details:
Will my frank green sweat?
The Original, Next Generation and Stainless Steel ranges are double-walled, meaning there will be no condensation on the base (say goodbye to water stains on your coffee table!).
The Original and Next Generation Reusable Bottle bases may sweat and there may also be some lid condensation across the range when the outside environment contrasts the temperate of the liquids inside your reusable cup and bottle.
How do I clean my frank green?
- Lid - The frank green lid is dishwasher safe and we recommend running through your daily cycle to get the best clean. Simply pop the lid into the open position, upside down on the top shelf of your dishwasher. For a more thorough clean every now and again, you can also disassemble your lid and wash in warm, soapy water.
- Original Base –The Original base is dishwasher safe and we recommend running through your daily cycle to get the best clean. Simply pop upside down on the top shelf of your dishwasher.
- Next Generation Base -The Next Generation base is dishwasher safe and we recommend running through your daily cycle to get the best clean. Simply pop upside down on the top shelf of your dishwasher.
- Stainless Steel Base –The Stainless Steel base is NOT dishwasher safe. To clean your base, we recommend washing the base in warm, soapy water and air drying completely with the lid off, upside down.
Can I freeze my frank green?
Popping your Reusable Cup and Bottle in the freezer can damage the product and will void any manufacturer’s warranty, so we advise against doing so.
If you’re looking for a product that will keep your favourite beverage cold, we recommend our Stainless Steel Range – the vacuum insulated, double-wall construction will keep any cold beverage cold for up to 10 hours!
Can I microwave my frank green cup?
- Original Reusable Cup— The cup is microwave safe, but the lid isn’t.
- Next Generation Reusable Cup— This cup isn’t microwave safe. Not the lid, not the base.
- Stainless Steel Reusable Cup – This cup isn’t microwave safe. Not the lid, not the base.
If you’re looking for a product that will keep your morning coffee piping hot, we recommend our Stainless Steel Range – the vacuum insulated, double-wall construction will keep any hot beverage hot for up to 10 hours. For best results we would recommend you fill your stainless steel with hot water before use to bring the walls up to temperature.