Exchange and Warranty
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.
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 sale items and 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.
frank green does not accept refunds unless the product is faulty.
frank green Pay
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.
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 email@example.com and they’ll be able to confirm either way.
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.
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.
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.
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.
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.
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.
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.
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.
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
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.
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.
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 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
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.
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
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.
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.
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 firstname.lastname@example.org 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.
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.
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 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.
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 Next Generation cup if I delete it from the app?
As the warnings on the app suggest, if you delete your Next Generation product from your frank green Pay account, it will void the chip and you will be unable to continue to use it.
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 switch my Next Generation product from one account to another?
Unfortunately not. Once your product is registered to an account, that’s the account it will need to remain associated with.
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.
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 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.
Every now again, it’s worth taking your lid apart to give the individual parts a thorough clean in warm soapy water. You can then reassemble your video with the help of the following video; https://vimeo.com/240408263
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 do I wash my frank green Pay band?
We would recommend taking the chip out then washing the band in warm soapy water.
What size are frank green products?
- Original reusable cup 8oz/ 230mL; 7.4cmL x 7.4cmW x 10.4cmH and weighs 152 grams
- Original reusable cup 12oz/ 340mL; 7.4cmL x 7.4cmW x 13.4cmH and weighs 172 grams
- Original reusable bottle 25oz/ 740mL; 7.4cmL x 7.4cmW x 22cmH and weighs 175 grams
- Next Generation reusable cup 12oz/ 340mL; 7.4cmL x 7.4cmW x 13.4cmH and weighs 172 grams
- Next Generation reusable bottle 25oz/ 740mL; 7.4cmL x 7.4cmW x 22cmH and weighs 175 grams
- Stainless Steel reusable cup 6oz/ 175mL; 7.5cmW x 9.9cm H and weighs 187 grams
- Stainless Steel reusable cup 10oz/ 295mL; 7.5cmL x 7.5cmW x 13.4cmH and weighs 227 grams
- Stainless Steel reusable cup 16oz/ 475mL; 7.5cm W x 19.5cm H and weighs 287 grams
- Stainless Steel reusable bottle 20oz/ 595mL; 7.5cmL x 7.5cmW x 22.5cmH and weighs 327 grams
- frank green Pay band; outer diameter 7.6cm, inner diameter 7cm, 3.3cmW and thickness 0.3cm belt/0.43cm chip house
Will my monograming look the same as it does in the preview?
The preview of your chosen monogramming is a guide only. For real life examples of how our monogramming looks we would recommend you check out our Instagram at @frankgreen_official
I purchased frank green Pay credit but can’t see it on my cup?
This credit will be sent in a separate email after you’ve made your purchase. It may take up to a week to arrive but if you still don’t have it, please get in touch with our customer service team at email@example.com
Are frank green gift cards sent electronically or via the mail?
Our gift cards are sent electronically to the purchases email address.
Is a gift card and a frank green Pay coupon the same?
No, they’re quite different. The gift cards we sell through our website are used as credit to purchase products through frankgreen.com, while the frank green Pay credit that we sell as an optional add on to our Next Generation range is for monetary credit to be used within our frank green Pay app.
Does the Stainless Steel range come with a tea strainer?
The reusable cups and bottles in our Stainless Steel range don’t come with a tea strainer but we do sell them as an optional extra through the accessories page of our website.
How do I reassemble my lid?
Simply follow the steps in the following video;
For best results- make sure you’re putting the parts in the correct way.
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.Alternatively, you can purchase a 'frank green Pay band' through the accessories page of our website which is a band that can be added to any of our products to make them compatible with PayWave.
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.