Frequently Asked Questions
Orders and Shipping
WHAT IS THE SHIPPING & RETURNS POLICY OF RISE TOUGH?
For our comprehensive Shipping & Returns Policy, please visit the Shipping Policy and Returns Policy pages.
WHERE'S MY ORDER?
You can monitor the status of your domestic order by accessing the shipping email provided by our shipping provider on dispatch.
WILL I RECEIVE A NOTIFICATION OR TRACKING NUMBER WHEN MY ORDER SHIPS?
Certainly. Once your package is scanned by our shipping provider, an email containing the tracking number will be automatically sent to you. If you have any queries, please contact our customer service team at admin@risetough.com.au
I CAN'T FIND THE PRODUCT I'M SEARCHING FOR ON THE RISE TOUGH WEBSITE.
Please reach out to our customer service team through the support details provided through the Contact Us page.
WHERE CAN I PURCHASE RISE TOUGH PRODUCTS?
At present, our products are exclusively available for purchase on our website: www.risetough.com.au
WHAT IS THE WARRANTY POLICY FOR RISE TOUGH?
All products manufactured by Rise Tough are covered against defects in material and workmanship for a period of 2 years from the date of purchase. Proof of purchase is required. This warranty applies solely to the original owner and will be void if the product is used commercially, structurally modified, subjected to excessive stress, or damaged due to abnormal use. Normal wear and tear is not covered. Furthermore, this warranty excludes any responsibility for incidental or consequential damages resulting from product usage. For detailed information on the warranty process and to submit a claim, please click here.
Company & Product Information
HOW DID THE COMPANY ADOPT THE NAME ‘RISE TOUGH’?
Embrace the extraordinary with Rise Tough! Say goodbye to ordinary and hello to empowerment. Our innovative transformation of the everyday drink bottle isn't just about hydration; it's a symbol of resilience, self-belief, and empowerment. When you choose Rise Tough, you're not just buying a product – you're investing in your own strength and the well-being of Australians. Our bottles aren't just vessels; they're vehicles for change, supporting mental health through our partnership with Beyond Blue. Take a stand for mental wellness with each sip. Join the movement, and let's Rise Tough together!
HOW CAN I GET IN TOUCH WITH RISE TOUGH?
Please contact our customer service team using the support details found on the Contact Us page.
WHAT ARE THE OPERATING HOURS OF RISE TOUGH?
Monday – Friday, from 7 AM to 3:00 PM AEST
HOW DURABLE ARE RISE TOUGH BOTTLES?
Our bottles have proven their strength, endurance and resilience through a variety of rigorous testing simulations. So, we confidently assert they are exceptionally strong. For more information surrounding the durability and testing performance on our bottles please see our Quality Control section below.
HOW LONG CAN RISE TOUGH BOTTLES MAINTAIN ICE?
Several factors influence ice retention, making it challenging to provide a definitive answer. Variables include ice quality, quantity, type, environmental conditions, exposure to sunlight, among others. Hence, claims specifying exact durations (e.g., 5, 10, 14 days) often stem from controlled testing conditions rather than real-world scenarios. Ultimately, Rise Tough bottles feature double-walled polyurethane foam insulation and a freezer-style sealing gasket. Beyond these features, external factors play a significant role. However, by minimising adverse variables, Rise Tough bottles offer exceptional ice retention.
CAN I UTILISE DRY ICE IN MY RISE TOUGH?
Absolutely! The substantial wall thickness and insulation of Rise Tough products make them compatible with dry ice.
WILL MY RISE TOUGH MAINTAIN HOT CONTENTS' TEMPERATURE?
Surprisingly, yes. The insulation and robust construction that keep contents cold also preserve heat.
HOW SHOULD I CLEAN MY RISE TOUGH?
For routine cleaning, we recommend using warm, soapy water. For deeper cleaning and stubborn odours, a solution of warm water and dishwashing liquid applied with a sponge or mildly abrasive cloth is advised. Pay special attention to areas like the gasket and drain plug where odours may accumulate.
Care Instructions: (for more detailed care instructions please visit the Care Instructions page)
- Hand wash is recommended.
- Wash before initial use.
- Do not freeze.
- After use, clean lid with warm, soapy water. Use mild dish soap only – no bleach.
- For thorough cleaning, remove gaskets from lid.
- Clean and dry before reinstallation.
- Ensure drying before storage, and store with lid removed.
Quality Control
Our products maintain the highest standards of quality and durability. See some pictures below of our bottle testing.
Custom Products
WHAT PRODUCTS CAN BE CUSTOMISED?
Rise Tough offers customisable products, which will display the customiser option on the collection and product pages.
WHAT METHOD IS USED FOR CUSTOMISATION?
We utilise a laser-marking technique that ensures a permanent finish on the exterior of your Rise Tough bottle. This process guarantees a premium, long-lasting finish that won't crack or peel over time, preserving your 2-year warranty and ensuring a high-quality customisation process. Please note that any customisation performed outside of Rise Tough will void the warranty.
HOW LONG DOES CUSTOMISATION TAKE?
Our production timeline varies daily based on overall order volume. We process orders on a first-come-first-serve basis, striving to deliver your order as promptly as possible. Upon receipt of your custom order, we aim to dispatch it within 5-10 business days. Processing times may fluctuate during peak periods.
CAN I MODIFY MY CUSTOM ORDER?
We regret to inform you that orders cannot be altered once placed. Please ensure thorough review of your order before proceeding to checkout.
WHY WAS MY CUSTOM ORDER CANCELED?
Rise Tough reserves the right to cancel any orders containing offensive, political, or copyright-protected text. Cancelled orders will be refunded within 5-7 days.
IS COLOUR MARKING AVAILABLE, OR IS ENGRAVING THE ONLY OPTION?
Laser engraving is the sole option available.
WHAT IS FORMAL MONOGRAMMING?
For three-letter monograms, Rise Tough follows a formal format where the last initial occupies the central position. Simply enter your initials as first, middle, last, and our systems will handle the rest.
CAN I ADD MY NAME TO THE BACK OF A LICENSED RISE TOUGH IMAGE?
Certainly, for an extra $10 per unit, you can add your name, a word of affirmation, another graphic, or monogramming to the back of your Rise Tough bottle.
WILL MORE IMAGES BE ADDED TO THE DESIGN GALLERIES?
We are continuously expanding our collection of designs for online galleries. The best way to stay updated on new images is by signing up for our mailing list.
WILL MORE PRODUCTS BE ADDED TO THE CUSTOMISATION LIST?
Absolutely! We recommend subscribing to our mailing list to receive the latest updates on new products available for customisation.
Ordering Custom Products
HOW DO I PLACE AN ORDER FOR A CUSTOM BOTTLE?
You can access our customiser tool by clicking the ‘customise’ button on the buy a bottle collection page or directly from the product page.
WHAT ARE THE FEES ASSOCIATED WITH CUSTOMISATION?
There's a $10 marking fee for customisation on the back of the product, covering monograms, text, or any images from our design gallery.
Custom Production Guidelines
WHAT DOES "IN PRODUCTION" MEAN?
"In production" indicates that our team has queued your order for production, and it will commence shortly. Keep an eye on your email for a tracking notification once your order is ready to ship out.
HOW LONG DOES CUSTOMISATION TAKE? CAN I EXPEDITE MY ORDER?
Our production timeline varies daily based on overall order volume. We process orders on a first-come-first-serve basis, striving to deliver them as promptly as possible. Unfortunately, we do not offer expedited production. Upon review and approval of your custom order by our internal team, you'll receive an email with an estimated ship window.
Still need help?
Feel free to contact us if you have any questions or need help with anything.
Built for you, helping others
Your Drink of Choice on the Go, ‘Supporting Mental Health, One Sip @ a Time.’