Frequently Asked Questions
How do I talk to customer service?
Our customer service team are at their desks Monday to Friday from 8.30AM to 6.00PM, except on public holidays in which case they’ll probably be at the beach. Reach them via email [email protected] or on the phone 0403 525 717.
Where do you source your fruit?
We support Australian fruit growers, we use of hi-quality locally grown fruit.
How do I know the quality and safety of Fruit Up products?
All of our products are rigorously tested for food safety and comply with Australian regulations. Australia has strict health standards and it also has test laboratories that detect pesticides at lower levels. They make sure we’re squeaky clean.
How long do your products stay fresh?
The answer is…it depends on the fruit. To keep your teas fresh, always store them in a cool, dry and dark place. Also, keep them well sealed.
As a guideline we usually suggest fruit and teas be consumed within three-six months from date of purchase.
How much caffeine is there in a cup of tea?
It’s hard to say for sure because there are lots of things that affect it such as type of tea, water temperature and steeping time. However, some our fruit teas are caffeine free. Please, refer to the product label.
How much water should I use for brewing Fruit Up tea?
In Australia and New Zealand single cup tea is 250ml. We produce different tea packages, the product label will guide you how many cups needed to create a flavoursome tasted drink with delicate aroma.
How should I store my tea?
Keep it in a dry and cool place (definitely under 25 degrees), away from the stove and out of the refrigerator or freezer. Also, keep it away from other strong smell items. Generally an airtight container is the best home, it protects against exposure to light, humidity and high temperatures.
Shipping Time
Shipping times do vary, but on average 3-5 days to most parts of Australia.
To WA, TAS and NT longer shipping times are to be expected.
Dispatch times with us (how long it takes for us to send your tea) are good, with most orders shipping the next day at the latest.
Backorders/Preorders
If a backordered tea or accessory is in your order, the whole order will be held until all items are in stock. If urgent, it's recommended to create two separate orders - one containing backorder items and one containing items in stock.
We need to work this way for two reasons which are
a) The cost of covering shipping for multiple orders is a bit too painful on our side to frequently cover
b) This also keeps our system clean and less prone to mistakes
Is your Packaging Recyclable?
We're moving towards being 100% eco friendly, but in the meantime here's a breakdown of what we've done so far.
Hygiene
We constantly have eyes on our products to ensure that it remains up to our highest standards. Gloves/Scoops are used at all times, along with regular spot checks.
We have our log book, anti bacterial hand gel, and regularly maintain space between staff. We're a pretty small team too, so that also helps to achieve this fairly easily! Naturally, if anyone feels even slightly unwell they'll be resting until 100% clear.
Order Errors
If we've made a mistake (it's rare but it can happen!) just let us know and we'll ship you anything that was missing. Any extra tea you've received is also yours to keep.
Order Changes
If you have any changes you'd like to make to an order, or wish to add something else after you've made payment just let us know and we'll be able to fix that up for you. This will be much easier if you let us know before we've shipped!
If you have placed two separate orders and paid shipping both times, don't worry. We'll probably notice and then refund you the shipping costs for one of those orders - and shipping costs for both of your orders if the sum is over $60.
It's best to let us know though, just in case.
My order didn't arrive
If your order takes longer than expected, please let us know and we'll work with you to resolve this problem.
Privacy
We take all things privacy very seriously and take great care to make sure all of your information is secure.
Upon ordering, Fruit Up staff are able to only see the last 4 digits of your card number - and no card information is saved. It is for this reason that you must reenter your card upon every order.
We can also remove all data that you have shared with us at a push of a button - with all requests to do so actioned within 24 hours.
Express Post
If your order is urgent, please let us know at [email protected] and we can still provide you with express shipping for some extra cost.
Refunds can't be provided based on shipping times as our dispatch time is very fast, with transit times being out of our control. If you have a function or event and your order is urgent, please let us know!
What are your accepted payment methods?
We accept Visa, MasterCard and Direct Bank Transfer. All prices are quoted in Australian dollars.
Is ordering on your site secure?
Yes. We use the latest industry standard 128-bit SSL encryption to make sure your information is securely transmitted to our servers.
Do you collect sales tax?
Goods and Services Tax is applicable to all items in our store. We put a note next to the cost of each item so you can tell.
Can I change or cancel my order?
The answer is yes if you cancel your order before payment has been processed. However, once the checkout screen has been completed, further changes or cancelations must go through our customer service line. If your order has already been dispatched you will not be refunded the freight charge. An order processing and packing fee (inclusive of GST) will also be charged.
Information I need to know about ongoing promotions?
When applying a promotional discount code, it cannot be combined with other discounts & customer will not be able to apply more than one code.