CUSTOMER SUPPORT
Please find answers to our most common questions and learn more about the FRÍO® below.
Still have a query? We are here to help.
Email our customer care team on: info@frioaustralia.com
Please contact our customer support team by e-mail with your enquiry to info@frioaustralia.com.
Or, you can contact us via our website e-mail contact form using the link Contact Us. We will respond to your enquiry within 2 working days.
All orders are dispatched by Australia Post. At the checkout point of the order process, you have various postal delivery options:
- Parcel Post within QLD Metro up to 2 business days, QLD Country up to 5 business days.
- Parcel Post interstate Metro up to 3-6 business days. Country deliveries vary depending on remoteness.
- Express Post is usually delivered within 2 days for 80% of capital city addresses (except Darwin and in Perth CBD) and some major centres. Outside metropolitan areas guaranteed service is to and from townships only. Addresses outside the Express Post network won’t be covered by the next day service
- International orders are sent by International courier (requiring a signature). A tracking number will be advised by e-mail. We ask that customers provide a secure and full delivery address including a post code/zip code.
Note: Orders are not processed or dispatched on weekends or public holidays. FRIO Australia cannot be held responsible for orders lost or delayed by Australia Post.
Incorrect items
Every so often mistakes do happen, but we do our best to rectify them as quickly and smoothly as possible. If you have received an incorrect item in your order, please contact our customer support team by e-mailing us at info@frioaustralia.com within 48 hours of receipt and follow the returns process stated below and we will organise a replacement.
Incomplete orders
If something is missing from your order, please contact our customer support team by e-mailing us at info@frioaustralia.com within 48 hours of receipt and we will despatch any missing item(s) the same day.
Faulty or damaged items
If your item was faulty or damaged on arrival, please contact our customer support team by emailing us at info@frioaustralia.com within 48 hours of receipt, follow the returns process stated below and we will organise a replacement.
Cancelling an order
Whilst we hope that you will be delighted with your order, you are entitled to cancel your order if you notify us in writing within 7 days of placing the order. Please note that if the goods have already been despatched, you must return them to us at your own expense. We will refund the cost of the order and the original delivery charge.
Returning products process
For returns, please follow the process below within 10 working days of receipt.
1. Please advise us of the reason for the return by contacting our customer support team at info@frioaustralia.com or include a letter with the returned item.
2. Use the original packaging to repack your return(s), ensuring that the product is packed well enough to avoid any damage during transport back to our warehouse. The product must arrive at our warehouse in a fully resalable condition. The parcel and its contents are your responsibility until they are received at our warehouse therefore we recommend you use a registered postal service and retain proof of postage. FRIO Australia is not responsible for returned goods being lost or damaged in transit. We are unable to make refunds on returns that do not reach us. Returned products must be in their original packaging, with instructions and all parts included. Items must not have been used or activated in any way. FRIO Australia reserves the right to refuse a refund on any item not deemed to be resalable.
3.The address for returns is: RETURNS DEPARTMENT, FRIO Australia (FAO: Martin Beeson), Parcel Locker 10114 73307, Shop 50, 171 Dandenong Road, Mount Ommaney QLD 4074, Australia.
Processing of refunds
We will process your return and refund within 3-5 days of receipt of the item. Please note that the refund can only be made to the card you used to purchase your goods. The refund should appear on your statement approximately 7 working days from date of processing refund. We will email you once we have processed your refund.
Once your order has been confirmed, and as long as it has not already been despatched, it is possible for you to change the product colour choices and/or change delivery details. In all instances, please contact our customer support team by e-mailing us at info@frioaustralia.com with the details of your order and we will help you.
If your order has already been despatched when you decide to amend or cancel it, you will need to return the order to us. Please contact us as requested above so that we can assist you.
You will receive an automatic confirmation e-mail advising you that your order has been processed.
Orders are generally dispatched within 24 hours of receipt except on weekends or public holidays.
FRIO Australia is open for business from 0900hrs to 1600hrs Monday to Friday – orders made outside of working hours, at the weekend or on public holidays, will be dispatched on the next business day in QLD.
If you would like to return a product, please follow the steps below within 10 days of receipt:
1. In all cases, please advise us of the reason for the return. You may do this by contacting our Customer Support team by e-mailing us at info@frioaustralia.com; or, you may include a letter with the returned item.
2. Use the original packaging to repack your return(s), ensuring that the product is packed well enough to avoid any damage during transport back to our warehouse. The product must arrive at our warehouse in a re-saleable condition.
3. The address for returns is: RETURNS DEPARTMENT, FRIO Australia (FAO: Martin Beeson), Parcel Locker 10114 73307, Shop 50, 171 Dandenong Road, Mount Ommaney QLD 4074, Australia.
4. Repack the parcel and take it to the Post Office within 10 days of receipt. Remember to obtain a Certificate of Posting from the Post Office. This is your proof of posting should your parcel goes astray. We recommend you also use recorded delivery or similar, thereby obtaining a unique tracking ID. We are unable to make refunds on returns that do not reach us.
We will make a refund to the card you used to purchase your goods. This should appear on your card approximately 7 working days from receipt of the goods and we will email you once we have processed your refund.
If your item was faulty or damaged on arrival, please contact our Customer Support team by e-mailing us at info@frioaustralia.com; within 48 hours of receipt and follow the returns process stated above and we will organise a replacement. We have a FREEPOST address for such occurences.
Every so often mistakes do happen, but we do our best to sort them out as quickly and smoothly as possible.
If you have received an incorrect item in your order, please contact our Customer Support team by e-mailing us at info@frioaustralia.com; within 48 hours of receipt and follow the returns process and we will organise a replacement.
Mistakes do happen occassionally, but we do our best to sort them out as quickly and smoothly as possible. If something is missing from your order, please contact our Customer Support team by e-mailing us at info@frioaustralia.com; within 48 hours of receipt and we will check your order and dispatch any missing item(s) the same day.
We will process your return and refund within 3-5 days of receipt of the item. Please note that the refund can only be made to the card used to purchase the goods.
The refund should appear on your statement approximately 7 working days from date of processing refund. We will email you once we have processed your refund.
We will be happy to send flyers to you for your clinic and patients.
To contact our customer support team by e-mail click on the link Contact US to complete the e-mail contact form.
Or, by e-mailing us at info@frioaustralia.com; with full details of the clinic and your contact details.
We have many such requests and are very happy to assist with leaflets.
To contact our Customer Support team by e-mail click on the link Contact Us to complete the e-mail contact form. Or, by e-mailing us at info@frioaustralia.com; with full details of your enquiry. We will respond to your enquiry within 2 working days.
We recommend that a waterproof liner is used with any electronic timing device or any accessory with electronic components to protect it from moisture.
An extra large liner is recommended for the Timesulin device – please go to the web store to purchase a liner.
The FRÍO® wallet is a medical accessory.
It is FDA approved.
UK tested: the FRÍO® has been extensively tested by the British Medical Devices Evaluation Unit and the crystals contained in the wallet conform to relevant British Safety Standards.
The FRIO® wallet maintains the required temperature range (18-26°C (64.4-78.8°F)) – for in-use insulin. Please note that it is not a ‘fridge alternative.
In-use insulin can be stored at room temperature for up to 28 days. The FRIO wallet maintains 18-26°C (64.4-78.8°F) for 45 hours minimum, even in a constant environmental temperature of 37.8°C (100°F). The wallet can be kept continuously activated for up to one month – simply re-activate every 2 days.
Many other ‘in-use’ medications can be stored or transported at room temperature – check your manufacturer’s information leaflet for your specific medication or, for further advice,contact our Customer Support team by e-mailing us at info@frioaustralia.com
If you would like to check the storage conditions of your medication on-line, please refer to the website www.medicines.org.uk/EMC/ or click on the link where you can access the electronic medical compendium.
28 days (one month) – this is the life of most* in-use insulin.
* Check your manufacturer’s information leaflet for your specific medication, noting that Novo Nordisk states 6 weeks for some brands but it is essential that you check the leaflet.
Please read the full explanation below:
The FRIO® travel wallet is an evaporative cooling unit, purposely designed to keep in-use insulin cool within safe temperatures of 18-26°C (64.4-78.8°F) for 45 hours minimum, even in a constant environmental temperature of 37.8°C (100°F). The wallet can be ‘re-activated’/’topped-up’ to provide continuous safe storage conditions for subsequent periods of 45 hours minimum for up to 28 days (one month).
Note: 28 days (one month) is the life of in-use insulin. The wallet is re-useable.
Note: insulin must be at the manufacturer’s recommended temperature before being placed in the FRIO® wallet. Please check the manufacturer’s information leaflet for your specific medication.
For continuous safe storage, the FRIO® inner wallet should be re-immersed in water every 45 hours or sooner if the quantity of gel reduces and starts to return to its crystal form, i.e. crystals can be felt in the panels. When in continuous use, subsequent immersion periods will be shorter as the crystals will be continuously in gel form, i.e. 2-4 minutes will suffice (depending on the size of the wallet).
The FRÍO® has a manufacturer’s guarantee of 12 months.
Meanwhile, many of our customers have advised us that their FRÍO® has lasted for several years, but this will depend on how often it is used and how well it is cared for.
Due to varying climatic and environmental conditions around the world, a FRÍO® will respond differently and age accordingly. If activated and used sensibly it will continue to respond to your needs over a long period of time. With age, the length of immersion time will increase but as long as the crystals expand into a gel it will function properly. When the crystals fail to expand, it is time for a replacement.
Note: the FRÍO® is re-usable; the life of ‘in-use’ insulin is one month.
Yes, FRÍO® wallets can be used for other medications that can be stored at room temperature. We strongly recommend that users of medication other than insulin ask their GP, pharmacist or the medication’s manufacturer for the safe travel data/safe travel allowance of their medication.
Note: the wallet does not keep medication as cold as a ‘fridge would (2-8°C (35.6-46.4°F)), but it does keep medication cool within safe temperatures of 18-26°C (64.4-78.8°F) for 45 hours minimum, even in a constant environmental temperature of 37.8°C (100°F).
If you would like to check the storage conditions of your medication, please refer to the website www.medicines.org.uk/EMC/ or click on the link where you can access the electronic medical compendium.
Drying Out, Cleaning and Storage
When not in use, remove the inner wallet from the outer cover and allow to completely dry out naturally until the gel returns to crystal form. To keep the crystals separate, give the wallet an occasional shake whilst drying out. Note: the drying out period can take 2-4 weeks depending on the environmental climate.
To accelerate the drying out period, various methods can be used: 1) place near (but not too near) a heat source; 2) hang the wallet on a clothes line if the weather is suitable; 3) leave on a window sill in a sunny position; shaking at intervals will help. DO NOT PLACE THE FRIO® WALLET IN A TUMBLE DRYER!
The outer cover of the wallet can be washed in warm water using a very mild detergent. The inner wallet can be spot cleaned by using a soft bristle brush (i.e. soft toothbrush or nail brush): dip the brush into slightly soapy water and spot clean the wallet. You can then rinse the wallet under running water without damaging the crystals inside. Alternatively, you can use a non-bleach anti-bacterial cleaning spray or an anti-bacterial kitchen or baby wipe to clean your wallet. DO NOT PLACE THE FRIO® WALLET IN A WASHING MACHINE!
Store your FRÍO® wallet in a dry place until you next wish to use it.
These instructions are only a guide. Due to varying climatic and environmental conditions around the world, FRIO® wallets will respond differently according to location. If activated and used sensibly they will continue to respond to your needs over a long period of time. With age, the length of immersion time will increase but as long as the crystals expand into a gel the wallet will function properly. When the crystals fail to expand, the wallet will need to be replaced.
We cannot advise you on the use of FRÍO® travel wallets in cold and freezing or other extreme conditions because tests in these conditions have not been carried out.
Any customer testimonials we have received on the use of FRÍO® products in cold and freezing and other extreme temperatures are from individuals who have simply reported back on their experience using the wallets in these conditions.
We can only refer you to our customer Testimonials section and to the FRIO blog where customers have shared their experiences.
Whilst positive feedback has been received on the functionality of FRIO wallets in freezing conditions our recommendation is that you consult the manufacturer of your medication for advice on insulating insulin and other medication against freezing temperatures.
- Austria
- Belgium
- Bulgaria
- Croatia
- Cyprus
- CzechRepublic
- Denmark, except the Faroe Islands and Greenland
- Estonia
- Finland
- France, includingMonaco
- Germany, except Busingen and the Isle of Heligoland
- Greece
- Hungary
- The Republic o fIreland
- Italy, except the communes of Livigno and Campione d’Italia and the Italian waters of Lake Lugano
- Latvia
- Lithuania
- Luxembourg
- Malta
- The Netherlands
- Poland
- Portugal, including the Azores and Madeira
- Romania
- Slovak Republic
- Spain, including the Balearic Islands but excluding Ceuta and Melilla
- Slovenia
- Sweden
- United Kingdom and the Isle of Man
We recommend that travel plans of more than 4 weeks (one month) are discussed with your Diabetes Specialist Nurse (DSN).
Under correct use FRIO cooling wallets are guaranteed for one year. For optimal performance it is recommended to renew your FRIO wallet every two years.