Customer Support2019-06-19T13:11:39+02:00

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 support team at info@friouk.com

Delivery Options2019-06-19T13:12:31+02:00

All orders dispatched by “The Courier Guy”

Thank you for your purchase, we appreciate your business & strive to do all in our power to make your shopping experience a pleasant one! If you experience any problems at all, throughout the entire process from checkout to receiving your parcel, we are always available to address your problem.

All orders are sent Overnight Courier and delivered to your door R120.00.

In the event of your parcel requiring a dedicated special trip to deliver the shipment, additional charges may be levied. Examples of special delivery areas include: mines, power stations, plots, farms, remote areas, military bases, game lodges, port / harbours, embassies and consulates. In this instance you will be contacted prior to delivery.

FRIO South Africa cannot be held responsible for orders lost or delayed by ‘The Courier Guy’.

Kikuyu Lifestyle Estate
Unit 5, Block 1
Corner Pretoria Main Road & Maxwell Drive
Waterfall
Gauteng
2191
South Africa

Will the activated FRIO Wallet affect the contents of my breathable bag if I was to store it in there?2019-06-07T12:40:12+02:00

If the instructions are followed correctly on how long to soak your FRIO Product for, then the contents of your breathable bag will not be affected.  

How long will my FRIO wallet last?2017-01-21T15:42:15+02:00

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.  

Extended Travel of more than 4 weeks2016-07-06T13:40:37+02:00

We recommend that travel plans of more than 4 weeks (one month) are discussed with your Diabetes Specialist Nurse (DSN).

Does a FRIO® wallet prevent insulin from freezing?2017-07-04T18:19:34+02:00

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.

Care of Wallet: Drying-out, Cleaning and Storage2017-07-04T18:19:34+02:00

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 a heat source such as a radiator or in an airing cupboard; 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.

Can a FRÍO® be used for other medication?2017-07-04T18:19:34+02:00

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.

What is the FRÍO®’s average life span?2016-07-06T13:38:01+02:00

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.

How long is In-use Insulin safe in a FRIO®? When do I ‘top-up’/’re-activate’ my FRIO?2016-07-06T13:37:36+02:00

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).

What temperature does the FRIO® maintain?2019-06-19T13:21:17+02:00

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.

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.

Official Registrations: FDA2017-07-27T12:43:14+02:00

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.

Use of Electronic Timing Devices with a FRIO Wallet2017-07-04T18:19:35+02:00

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 Shop to purchase a liner.

I am interested in becoming a stockist of FRIO products – how do I contact FRIO?2019-02-20T11:35:15+02:00

We welcome new stockists and will be pleased to provide you with information.

To contact our Customer Support team by e-mail, click on the link Contact Us to complete the website e-mail contact form.

We will respond to your enquiry within 2 working days.

We are organising an event and would like to include flyers in our info packs – how do I contact FRIO?2019-02-20T11:36:47+02:00

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.

We will respond to your enquiry within 2 working days.

I am an Educator/DSN/Practice Nurse and would like flyers for our clinic – how do I contact FRIO?2019-02-20T11:37:30+02:00

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.

When will I receive my refund?2016-07-06T11:59:09+02:00

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.

I have received only part of my order2019-06-19T13:13:41+02:00

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 at info@friouk.com within 48 hours of receipt and we will check your order and dispatch any missing item(s) the same day.

I have received an incorrect item2019-02-20T11:41:39+02:00

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 within 48 hours of receipt and follow the returns process stated above and we will organise a replacement.

Faulty or damaged items2019-02-20T11:42:48+02:00

If your item was faulty or damaged on arrival, please contact our Customer Support team HERE within 48 hours of receipt and follow the returns process stated below and we will organise a replacement.

How do I return an item?2019-06-19T13:17:11+02:00

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@friouk.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, Kikuyu Lifestyle Estate, Unit 5, Block 1, Corner Pretoria Main Road & Maxwell Drive, Waterfall, Gauteng, 2191, South Africa.

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 within 48 hours of receipt and follow the returns process stated above and we will organise a replacement.

PLEASE REFER TO THE FULL RETURNS POLICY

What is the status of my order? When will it be despatched?2019-06-19T13:18:23+02:00

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 bank holidays.

 

Can I modify or cancel my order after it has been placed?2019-02-20T11:43:34+02:00

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 HERE 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.

PLEASE REFER TO THE FULL RETURNS POLICY

What is the ‘returns’ address?2019-06-19T13:19:19+02:00

Please telephone our Customer Support team on  +44 (0)1437 741700 to advise us that you wish to return a product. The address is:

RETURNS DEPARTMENT

Kikuyu Lifestyle Estate
Unit 5, Block 1
Corner Pretoria Main Road & Maxwell Drive
Waterfall
Gauteng
2191
South Africa

Returns Policy2019-06-19T13:10:20+02:00

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. We will refund the cost of the order and the original delivery charge. If the goods have already been despatched, you must return them to us at your own expense.

You can return products for a full refund if you return the item(s) to us within 10 working days of receipt. We will refund the original delivery charge paid, provided you return the full order, however the cost of returning the item(s) is at your expense.

Returned products must be in their original packaging, with instructions and all parts included, in a fully resaleable condition. Items must not have been used or activated in any way. FRIO SA reserves the right to refuse a refund on any item not deemed to be resaleable or if any of the above terms have been breached.

Please advise us of the reason for the return. You may do this contacting our Customer Support team at info@friouk.com; or you may include a letter with the returned item.

Your return and refund will be processed within 5 working days from the date the goods are received into our warehouse.

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 SA is not responsible for returned goods being lost or damaged in transit. Please use the original packaging to repack your returns, 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 resaleable condition.

Returning products 

If something is not right and you would like to return a product, please follow the steps below within 10 working 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@friouk.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, Kikuyu Lifestyle Estate, Unit 5, Block 1, Corner Pretoria Main Road & Maxwell Drive, Waterfall, Gauteng, 2191, South Africa.

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.

Faulty or damaged items

If your item was faulty or damaged on arrival, please contact our Customer Support team within 48 hours of receipt and follow the returns process stated above and we will organise a replacement.

Incorrect items

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 within 48 hours of receipt and follow the returns process stated above and we will organise a replacement.

Incomplete orders

Every so often mistakes do happen, 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  within 48 hours of receipt and we will check your order and despatch any missing item(s) the same day.

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.

Returns address 

RETURNS DEPARTMENT

Kikuyu Lifestyle Estate
Unit 5, Block 1
Corner Pretoria Main Road & Maxwell Drive
Waterfall
Gauteng
2191
South Africa