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How do I contact frank green?

Once your order is dispatched, you’ll receive a shipment confirmation email including a tracking number specific to your order.

<p id="isPasted" style="box-sizing: border-box; margin-block: 0px 24px; margin-inline: 0px; scroll-margin-top: 84px; font-family: Objectivity; -webkit-font-smoothing: antialiased; font-weight: 400; font-style: normal; font-size: 16px; line-height: 24px; font-variant-ligatures: normal; font-variant-caps: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; margin: 16px 0px; border: 0px solid rgb(229, 231, 235); --tw-border-spacing-x: 0; --tw-border-spacing-y: 0; --tw-translate-x: 0; --tw-translate-y: 0; --tw-rotate: 0; --tw-skew-x: 0; --tw-skew-y: 0; --tw-scale-x: 1; --tw-scale-y: 1; --tw-scroll-snap-strictness: proximity; --tw-ring-offset-width: 0px; --tw-ring-offset-color: #fff; --tw-ring-color: rgba(59,130,246,.5); --tw-ring-offset-shadow: 0 0 #0000; --tw-ring-shadow: 0 0 #0000; --tw-shadow: 0 0 #0000; --tw-shadow-colored: 0 0 #0000; color: rgb(107, 107, 107); letter-spacing: -0.19px; background-color: rgb(255, 255, 255);">Once your order is dispatched, you&#x2019;ll receive a shipment confirmation email including a tracking number specific to your order.&#xA0;Please allow 1-3 business days for orders to be processed and dispatched. Kindly note, monogramming may add up to 1-3 business days to your processing time.<p style="box-sizing: border-box; margin-block: 0px 24px; margin-inline: 0px; scroll-margin-top: 84px; font-family: Objectivity; -webkit-font-smoothing: antialiased; font-weight: 400; font-style: normal; font-size: 16px; line-height: 24px; font-variant-ligatures: normal; font-variant-caps: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; margin: 16px 0px; border: 0px solid rgb(229, 231, 235); --tw-border-spacing-x: 0; --tw-border-spacing-y: 0; --tw-translate-x: 0; --tw-translate-y: 0; --tw-rotate: 0; --tw-skew-x: 0; --tw-skew-y: 0; --tw-scale-x: 1; --tw-scale-y: 1; --tw-scroll-snap-strictness: proximity; --tw-ring-offset-width: 0px; --tw-ring-offset-color: #fff; --tw-ring-color: rgba(59,130,246,.5); --tw-ring-offset-shadow: 0 0 #0000; --tw-ring-shadow: 0 0 #0000; --tw-shadow: 0 0 #0000; --tw-shadow-colored: 0 0 #0000; color: rgb(107, 107, 107); letter-spacing: -0.19px; background-color: rgb(255, 255, 255);">Not sure when your order will arrive?&#xA0;<p style="box-sizing: border-box; margin-block: 0px 24px; margin-inline: 0px; scroll-margin-top: 84px; font-family: Objectivity; -webkit-font-smoothing: antialiased; font-weight: 400; font-style: normal; font-size: 16px; line-height: 24px; font-variant-ligatures: normal; font-variant-caps: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; margin: 16px 0px; border: 0px solid rgb(229, 231, 235); --tw-border-spacing-x: 0; --tw-border-spacing-y: 0; --tw-translate-x: 0; --tw-translate-y: 0; --tw-rotate: 0; --tw-skew-x: 0; --tw-skew-y: 0; --tw-scale-x: 1; --tw-scale-y: 1; --tw-scroll-snap-strictness: proximity; --tw-ring-offset-width: 0px; --tw-ring-offset-color: #fff; --tw-ring-color: rgba(59,130,246,.5); --tw-ring-offset-shadow: 0 0 #0000; --tw-ring-shadow: 0 0 #0000; --tw-shadow: 0 0 #0000; --tw-shadow-colored: 0 0 #0000; color: rgb(107, 107, 107); letter-spacing: -0.19px; background-color: rgb(255, 255, 255);">Please visit&#xA0;<a href="https://frankgreen.com.au/pages/shipping" rel="noopener noreferrer" style="box-sizing: inherit; background-color: transparent; color: inherit; text-decoration: none; cursor: pointer; transition: color 200ms linear 0s;" target="_blank">our shipping page</a>&#xA0;for further information on when to expect your order.

How can I track my order?

If you need to make any changes to your order, please get in touch as soon as possible with our Customer Experience team!

If you need to make any changes to your order, please get in touch as soon as possible with our Customer Experience team!&#xA0;Please note, we cannot guarantee that we will be able to change or edit your order. &#xA0;Due to the nature of our fulfilment system, once your order is placed it becomes one among thousands and from a supply chain perspective, it&#x2019;s near impossible to locate an individual order to make the requested changes.If you&apos;d like to return or exchange your product, you can find more information on how to that <a href="https://frankgreen.com.au/pages/returns" rel="noopener noreferrer" target="_blank">here</a>.

I need to make a change to my order

We accept Visa, Mastercard, American Express, PayPal, ApplePay, GooglePay, Afterpay, Klarna and Zip!.

We accept Visa, Mastercard, American Express, PayPal, ApplePay, GooglePay, Afterpay, Klarna and Zip!&#xA0;

What are my payment options?

In order to obtain a tax-receipt for your order, please reach out directly our friendly Customer Experience team via our Contact Form.

In order to obtain a tax-receipt for your order, please reach out directly our friendly Customer Experience team via our <a href="https://contact.gorgias.help/forms/q4xrfyuo" rel="noopener noreferrer" target="_blank">Contact Form</a>.

Where can I find a tax-receipt?

We make sure pricing or an invoice is not included within the parcel so you can send your frank green reusable as a present for a lucky person :) Unfortunately, we don't currently have the capacity to add gift cards or notes to your gift order - but

We make sure pricing or an invoice is not included within the parcel so you can send your frank green reusable as a present for a lucky person!&#xA0;Unfortunately, we don&apos;t currently have the capacity to add gift cards or notes to your gift order - but we are working on how we can have this available for you in the future!

My order is a gift. Will it include an invoice, price tags or gift card?

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frank green 

Our team of helpful frank green experts are here to help!

Order Support

The frank green origin story

The frank green difference

About frank green

What's the difference between Original and Ceramic?

What are the parts of the button lid?

How long will my frank green cup or bottle stay hot or cold?

Can any frank green cup have frank green Pay?

How long can my monogram be and can it include special characters?

Which reusable products can be monogrammed?

How does monogramming work?

How do I attach my silicone strap to my straw lid?

I can't sip any water from my straw lid! How does the suction mechanism work?

What is the difference between the straw lid and flip lid?

How do I monogram my frank green cup or bottle?

How do I connect my Tap To Pay cup to the frank green Pay app?

I can't log in to my frank green Pay account

How do I load credit onto frank green Pay?

Where do I find the frank green Pay credit I have purchased?

Can I add multiple cups to my frank green Pay app?

If I delete the cup from my app, what happens?

Where can I use my frank green Tap to Pay cup?

What happens if I don't use my Tap To Pay account for an extended period?

Are there any fees with frank green Pay?

Will the chip in my Tap To Pay cup expire?

Tap to Pay Range

Reusables

The product doesn't fit my pet. Can I return it?

What size collar should I get for my pet?

What are the dimensions of the Pet products?

How do I use an allen key to change the handle on my lead?

What are the products made out of? Are they safe for my pet?

I can’t get my Apple Air Tag™ to work!

How have the Pet products been tested?

How do I fasten the Pet collar?

Our Products

Is my frank green reusable dishwasher safe?

How do I remove scuffs or smudges from my reusable?

How do I clean my frank green lid?

How do I clean my frank green ceramic base?

How do I clean my frank green straw?

How do I clean my frank green original base?

How do I clean and care for my pet products? 🐶

Can I purchase a replacement part for my reusable?

Product Care

Where does frank green ship to?

How long does it take to receive my order?

My order appears to have been lost!

My order was damaged in transit!

Shipping and Delivery

What is the frank green return policy?

How do I return or exchange my order?

My order arrived damaged!

What is Refundid?

Will I be charged a fee for using Refundid?

When will I receive my instant refund from Refundid?

Why is my refund amount less than I paid?

Can I use Refundid if I placed my order with Klarna, ZipPay or Afterpay?

Refundid (AU Only)

Returns and Exchanges

What is frank green's warranty policy?

I dropped my frank green, now my lid has cracked!

My straw lid is difficult to use.

My frank green reusable leaks!

The button on my button lid is stuck, how do I fix this?

Product Warranty

How do I recycle my frank green reusable? ♻

What are the dimensions of my reusable?

Where are my frank green reusables made?

Can I buy a spare part or replacement part for my reusable?

Is my frank green reusable odour and stain resistant?

General Product FAQs

Frequently Asked Questions

Want to become a frank green retailer or distributor?

I want to collaborate with frank green!

How do I order corporate gifts or co-branding?

Wholesale and Cobranding