Question 1

Do you have any Gluten Free products?

Accepted Answer

Drink UP&GO your way with our Dairy Free variety which is gluten-free and dairy-free. Learn more about this member of the family here.

Question 2

How do I speak to someone from the UP&GO Team?

Accepted Answer

If you’re a phone person, give us a call on 1800 673 392 (NZ 0800 100 257). We’ll be around between the hours of 9 am to 5 pm Mon-Thurs and 9 am-12 pm on Fridays. Or, you fill out a form below and we’ll get back to you as soon as humanly possible.

Question 3

UP&GO Dairy Free claims to be 'vegan friendly'. What does this mean?

Accepted Answer

Vegan-friendly means that UP&GO Dairy Free contains no animal-derived ingredients (that is meat, eggs, dairy or honey) so you’re free to top up your energy your way.

Question 4

Is UP&GO Dairy Free lactose free?

Accepted Answer

Yes, it is free from lactose.

Question 5

Which 11 vitamins and minerals are in UP&GO?

Accepted Answer

Great question. The whole family of delicious UP&GO products includes essential vitamins: A, thiamin (B1), riboflavin (B2), niacin (B3), B6, B12, C, D and minerals calcium, phosphorus, and potassium.

Question 6

How does UP&GO have the 'Right Type of Energy'?

Accepted Answer

Some foods will give you a short burst of energy, followed by a crash. UP&GO includes protein, fibre, and 11 vitamins and minerals and importantly, it’s low GI meaning you’ll get the right kind of energy for your life on the go. If you’d like to get geeky about GI (like we do), please read the question below.

Question 7

What does 'low GI' mean?

Accepted Answer

GI stands for ‘glycaemic index’ which measures how carbohydrates affect blood sugar levels. High GI carbohydrates are digested quickly, causing blood sugar levels to rise (known as a spike), followed by a fall (known as a crash). However, low GI carbohydrates are digested slowly, so blood sugar levels do not spike as fast. Other nutrients like protein, fibre, and fats also play a part in how quickly those carbs are digested. So, the GI of the whole meal needs to be considered. UP&GO products contain 11 vitamins and minerals, fibre and protein and are all in the low GI family. If you’d like to dive deeper, read more from the GI foundation here.

Question 8

What is the Health Star Rating?

Accepted Answer

It’s a government initiative to label the health rating product front-of-pack. It helps shoppers understand the nutritional content of their pre-packed foods at a glance. Ratings range from 1/2 a star to 5 stars – more stars equal a healthier choice. Read more about the initiative here. 

Question 9

Does UP&GO give you enough energy to last from morning until sundown?

Accepted Answer

UP&GO is packed with nutritious ingredients and is low GI. In saying that, it’s not a meal replacement and it’s important to eat a variety of foods throughout the day to keep your energy levels up.

Question 10

What is UP&GO’s role in a healthy balanced diet?

Accepted Answer

The Dietary Guidelines recommend a healthy balanced diet should be comprised largely of the Five Food Groups – vegetables, fruit, whole grains, protein, dairy, and (or) fortified alternatives. UP&GO is a delicious and nutritious on-the-go option that can fit into a healthy diet. UP&GO is packed with nutrition – protein, fibre, 11 vitamins and minerals including calcium. In saying that, UP&GO is not a meal on its own and needs to be paired with other nutritious foods to make it a part of a healthy balanced diet. Other snacks to consider would be a piece of fruit, veggie sticks or a handful of nuts – also great options to keep your energy levels high while on the go.

Question 11

UP&GO No Added Sugar still has some sugar. Where does it come from?

Accepted Answer

Excellent question. Most of the sugar comes from the milk powder (lactose) and the remaining sugars occur naturally in the cereal, fibre and cocoa ingredients.

Question 12

My question hasn’t been answered above. What can I do?

Accepted Answer

For general enquiries or to speak with one of our in-house dietitians, please reach out to our friendly team here. Our dietitians can share general nutrition advice only (there’s a lot to consider for more specific advice). If you’d like to sit down with a specialist, you can find local listings here .

Question 13

Is your packaging recyclable?

Accepted Answer

Yes, our bottles and cartons are ready to up and go a second time aka recyclable. Chat with your local council if you’d like specific information about recycling in your area.

Question 14

Are your straws recyclable?

Accepted Answer

We’re so happy you asked. As of July 2024, we’ve been using recyclable paper straws. If you’d like to read more about UP&GO’s sustainability for the future, please click here.

Question 15

How do I recycle your straws?

Accepted Answer

The best way to save straws from becoming landfill or litter is to push the paper straw inside the pack. You can deposit these packs via your local Container Deposit Scheme (sometimes called Return & Earn Collection point) for a 10c refund. Or, simply pop your used carton and straw into your local recycling bin. Fun fact: Cartons are often recycled into building materials via saveBOARD. SaveBOARD recycles the whole pack, including the straw. There are plans to roll this out through NSW, Victoria, and Queensland in Australia and New Zealand.

Question 16

How do I recycle the plastic wrap from UP&GO’s multipacks?

Accepted Answer

Thank you for asking. Our packaging team have been working hard to find an alternative, more earth-friendly material as the current packaging is not recyclable. It’ll take some time to find the right partner and we’re dedicated to the mission so please, watch this space.

Question 17

Can I recycle UP&GO through the Container Deposit Scheme (CDS)?

Accepted Answer

Absolutely. If you have a 250mL or 350 mL carton, push the straw into the pack and scan it at your local CDS. If you’ve enjoyed UP&GO from a 500mL bottle instead, please screw the lid on before you scan.

Question 18

My 250mL boxes won’t scan at my local CDS. Help, please.

Accepted Answer

So sorry to hear that. It must be frustrating after you’ve made all the effort. Our packs are made for CDS, but occasionally, the glue dot (to fix the straw to the box) can damage the barcode when removed.

Also, the RVA machines are made specifically for round containers, so occasionally our boxes are incompatible.

In saying that, we’ve found some pretty successful workarounds.

Remove any residual plastic from the straw wrapper.
Try to preserve the flat carton shape as much as possible. Squashed packs can be rejected.
Push the straw into the pack before scanning.
Place the pack across two conveyors and scan the barcode downwards.
Pull out the folded top corners of the pack for maximum stability on the conveyor belts.
If all else fails, try a different return point. There’s a chance that the barcode scanner you’re using is particularly sensitive.

Question 19

I have an idea for UP&GO Merch. What can I do?

Accepted Answer

We love hearing from our fans, so please leave your idea below and perhaps you’ll see it on printable wear sometime very soon.

Question 20

Help. My order hasn’t arrived.

Accepted Answer

Ah, how frustrating. Please check your inbox for a tracking number first. Check your spam/junk folder because sometimes these things get lost in the ether. Still no tracking number? Please contact us on the form below.

Question 21

I’m not sure what size to buy. Help, please.

Accepted Answer

We feel you. Please check the size guide for your pick of merch which can be found on individual pages.

Question 22

Do you have a physical store?

Accepted Answer

Not yet, so all our goodies are online exclusives.

Question 23

Which payment methods do you accept?

Accepted Answer

We accept payment via VISA, Mastercard, Apple Pay, Google Pay and PayPal, including PayIn4. There’ll be more options soon. Watch this space.

Question 24

Can I modify or cancel my order after it has been placed?

Accepted Answer

Yes, as long as the order hasn’t been processed. Please give our friendly customer service team a call asap and we’ll do our best to make sure your goods arrive at the right address, even if that means they stay at the warehouse.

Question 25

What are my shipping options?

Accepted Answer

We currently offer standard shipping from our warehouse in Sydney NSW.

Question 26

When will my order be shipped?

Accepted Answer

We aim to ship all orders within 48 hours from when the order is placed.

Question 27

Do you ship internationally?

Accepted Answer

Not yet. We currently ship to Australia and New Zealand. Click here to shop the New Zealand store, but it’s another great excuse to visit this glorious part of the world.

Question 28

What is your returns and exchange policy?

Accepted Answer

Unfortunately, we don't offer refunds or exchanges for change-of-mind purchases but we do offer exceptional sizing guides, tailored by product.

We will offer a refund if:

The product is faulty or the quality isn’t up to scratch
The product is not fit for its intended purchase
The product doesn’t match the sample or our description
And you’ve had your product for fewer than 30 days from the dispatch date, you have proof of purchase and your product is still in its new, original condition. That means unworn and with the tags still attached.

If you tick these boxes, please fill out the merchandise form on this page and we’ll get this moving for you. Please wait to hear from us for the next steps and hold onto your item (we may need to see it).

An important note: if your item doesn’t tick the boxes then a return may not result in a refund.

Question 29

Where do I find sizing guides?

Accepted Answer

Our exceptional sizing guides are available on individual product pages – it's time to get that measuring tape out.

Question 30

Do you offer custom merchandise?

Accepted Answer

Unfortunately, that’s not on the table now but it may be in the future.

Frequently asked questions

FAQ

Dietary

Nutrition

Recycling

Merch

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