Help & FAQs

Absolutely! Trust and sustainability drive everything we do at Eco Off Grid. We're committed to supporting your eco-conscious journey by offering high-quality, eco-friendly products and backing them with solid warranties, 

Our commitment to your privacy and security is unwavering. We use top-tier security measures to keep your personal information safe.

We're here to make your transition to sustainable living both reassuring and exciting, with secure shopping, a price match guarantee, and unparalleled support at every step of the way.

No, we are exclusively online. To make sustainable living accessible wherever you are, all our products are available through our online platform and delivered straight from our warehouse or those of our partners. We ship across Australia and offer convenient appointment-based pickups for those near our partner locations.

Our heart is in Victoria, but we're here for all of Australia. While Eco Off Grid does not operate physical stores or showrooms, our headquarters are nestled in Victoria. Our logistics weave through diverse locations as some products are dispatched from our main warehouse in Mulgrave, Victoria, and others from various partner warehouses across the nation.

Yes, completely authorised. Shopping with Eco Off Grid means receiving authentic products directly from eco-responsible brands. This isn't just about authenticity; it ensures that every purchase comes with the full backing of the manufacturer's warranty—so you can shop with absolute peace of mind.

Our product range is always evolving! We regularly update our online store with the latest innovative solutions to support your sustainable lifestyle. While we don’t offer a printed catalogue, you can explore our full product range anytime on our website.

Eco Off Grid sources its products from trusted, eco-conscious brands that prioritize durability and sustainability. Our founder, Matt Scott, gained firsthand experience in off-grid living while travelling across Australia in 2022 and 2023 with his family. 

During this journey, they relied on solar power, clean water solutions, and composting systems, which inspired the rigorous product selection process we use today. 

Every product is thoroughly tested to meet real-world off-grid needs and comes with a manufacturer's warranty for added peace of mind. Learn more about our Warranty Policy.

Eco Off Grid's product selection is inspired by Matt’s personal journey living off-grid. We focus on offering products that help you become more self-sufficient, reduce waste, and minimize your carbon footprint. 

Whether it’s solar panels, water filtration systems, or composting toilets, our solutions are designed to empower eco-conscious living without compromising comfort.

Eco Off Grid was born out of Matt Scott’s off-grid travels around Australia in 2022 and 2023 with his family. Their experience living sustainably in an off-grid caravan across diverse landscapes—like Cape York—taught them the importance of self-sufficiency in power, water, and waste management. 

This adventure fueled their passion for helping others embrace an eco-friendly lifestyle with practical, off-grid solutions. Read more about our story.

Ordering Online
Find your product and click ‘Add to Cart’ to begin your eco-friendly journey. Follow the checkout steps to complete your order. If any options or upgrades are missing, our team will reach out before processing.

Ordering by Phone
Call 1300 676 523 for personalised assistance from our team. We’ll help you find the perfect product at the best price. Ready to order? Complete your purchase over the phone or easily switch to online checkout—whatever works best for you!

Ordering by Email
Prefer email? Send your order details, including product selection and delivery address, to sales@ecooffgrid.com.au. We'll reply with an invoice and the next steps ASAP. We’re here to make your shopping experience smooth and stress-free!

Have a question, concern, or just want to share some feedback? We're all about connecting with our community. Reach out to us, and we'll get back to you within 48 hours. If you contact us on Friday, expect a response by Monday at the latest. We’re always here to help!

If your chosen product is unavailable, our friendly team will quickly offer alternative options or process a full refund—whichever suits you best. For more details, check out our Returns and Refund Policy.

As soon as you place your order, an email will be sent to you confirming all the details of your purchase. We advise you to review this confirmation thoroughly. If anything looks incorrect, especially in the delivery address, please contact us right away so we can make any necessary changes.

Yes, you can modify or cancel your order if it hasn’t been dispatched yet. However, for custom-made or made-to-order products, cancellations may not be possible once production begins. Our Returns and Refund Policy has full details on cancellation terms.

Applying a discount code is easy. Just enter the code in the "Discount" section during checkout and click "Apply" to see your savings. Read more about using discount codes.

Absolutely! You’ll receive tracking details via email as soon as your order is dispatched, so you can follow its journey to your doorstep. Read more about tracking your order here.

We ship across Australia, ensuring every corner can access our sustainable products. If you're outside Australia and interested in our eco-friendly options, reach out to us—we’d love to explore international shipping options for you.

Find your eco-essential, add it to your cart, and head to checkout. Enter your delivery details, and our system will automatically find the best courier rates for you, ensuring you get the most competitive shipping price. It’s quick, hassle-free, and designed to save you both time and money.

We work with registered, reputable couriers to ensure safe and reliable delivery. You’ll receive tracking details as soon as your order is dispatched.

We’re committed to sustainability and are exploring options for carbon-neutral shipping. Follow us on social and join our newsletter to be the first to know.

We know you’re excited to start your eco-friendly journey. Most orders are dispatched within 5 business days. Once shipped, you’ll get a confirmation email with tracking details.

If you do not receive tracking information within 6 business days, contact us at support@ecooffgrid.com.au.

Absolutely! You’ll receive tracking details via email as soon as your order is dispatched, so you can follow its journey to your doorstep. Read more about tracking your order.

If your tracking number doesn’t seem to be working, wait 24 hours for the courier to update the system. If it still doesn’t work, contact us at support@ecooffgrid.com.au for assistance.

As soon as your order is dispatched, you’ll receive an email with your tracking number and shipping details. This lets you monitor your order’s journey in real-time, so you’ll always know when to expect it.

We ship with trusted registered couriers and provide tracking so you can follow your order every step of the way.

Once dispatched, delivery usually takes 2 to 10 business days, depending on your location and warehouse availability. Some products may be shipped directly from our partner brands’ warehouses across Australia for faster service.

Orders are sent Monday to Friday during standard business hours.

For more details, check out our Shipping Policy. At Eco Off Grid, we’re here to make your journey to sustainable living easy and hassle-free!

Currently, we offer standard shipping across Australia. Orders are usually dispatched within 5 business days. For more urgent needs, please contact us and we’ll do our best to expedite your order. Check our Shipping Policy for more details.

We don’t offer scheduled deliveries at the moment, but you will receive tracking information once your order is dispatched. For bulky items, the delivery team will contact you directly to arrange a convenient drop-off time. See ourShipping Policy for more details.

For orders over 30kg or marked as ‘Bulky Items’, special delivery arrangements are needed. To avoid extra residential delivery fees, we recommend shipping to a business address or local depot where possible.

If you prefer home delivery, additional surcharges may apply. If off-loading assistance isn’t available at your location, a tailgate truck will be arranged for safe unloading.

The shipping cost at checkout covers standard delivery, but any extra tailgate service fees will be invoiced separately if needed. This ensures a smooth, safe delivery while keeping your items in perfect condition.

Currently, we do not offer a direct pickup option. All orders are delivered via registered couriers to ensure a smooth and safe delivery process.

For bulky items, we recommend choosing delivery to a business address or local depot for collection, which can be more convenient and cost-effective.

If you have any specific requirements or questions, feel free to contact us at support@ecooffgrid.com.au.

If you’re not home for the delivery, the courier will either leave a card for redelivery or, if you’ve opted for "Authority to Leave" (ATL), place the package in a safe spot. Please note that if ATL is selected, Eco Off Grid isn’t responsible for lost or damaged items.  Read more about delivery options.

For security, all orders require a signature on delivery to ensure they arrive safely. If you prefer, you can request Authority to Leave (ATL), but please note that Eco Off Grid can’t be held responsible for any lost, stolen, or damaged items once delivered.

Once your order is dispatched, you’ll receive an email with all your shipping details. For larger deliveries, our shipping partner may call to confirm your address and provide an estimated delivery timeline, so you’ll know exactly when to expect your order.

Yes, you can update your delivery address before your order is processed. If the change is requested after processing, a $30 fee may apply.

To ensure safe and reliable delivery, we ship only to verifiable street addresses rather than P.O. Boxes or Parcel Lockers. If you need help arranging delivery, feel free to reach out—we’re happy to assist!

We want your shopping experience to be smooth and stress-free. For more details on our shipping policies, click here. If you need further assistance or have special requests, don’t hesitate to reach out—our team is always happy to help!

We offer 100-Day Free Returns, so if you're not satisfied with your purchase, returning it is easy.

Request a Return: Contact us at 1300 676 523 or hello@ecooffgrid.com.au to get an RMA number (Return Authorisation Number).

Prepare Your Return: Follow the instructions from our team, attach the provided return label, and securely pack your item.

Free Return Shipping: We’ll cover the return shipping cost—no restocking fees or hidden charges.

Receive Your Refund or Exchange: Once we receive and inspect your item, you can choose a store credit, exchange, or full refund (excluding original shipping costs).

Note: Returns must be unused, undamaged, in original packaging, and made within 100 days of delivery. Some items, such as Made-to-Order, Installed, and Custom-Made products, aren’t eligible for return.

For full details, check out our Returns and Refunds Policy. 

Items that are made to order or custom-made have specific cancellation terms. To understand the complete policy details for these unique orders, please refer to our policy page.

If you notice a defect within 3 business days of receiving your order, let us know as soon as possible. Our team can help troubleshoot minor issues and for major functionality concerns, the manufacturer’s warranty will apply.

We’ll guide you through the warranty claim process and work with the manufacturer to ensure a smooth resolution, following their replacement terms and timelines.

Please refer to our Returns Policy for the full details.

As an authorised dealer, we provide full manufacturer warranties on all products, just like major retailers. While we don’t handle repairs, we’ll assist you in submitting a warranty claim if needed. For warranty details, check our website, contact the manufacturer, or reach out to us for support. 

For more on returns, cancellations, or defective products, visit our Returns Policy page or contact us directly for assistance. We’re here to make your experience with Eco Off Grid smooth and hassle-free.

Items that are in their original, unused condition with packaging intact can be returned within 100 days. Custom-made, used, or installed items are not eligible for return. Read our full Returns Policy here.

Used products are not eligible for returns, but most come with a manufacturer’s warranty for repairs or replacements. Learn more about warranty claims.

Once we receive and inspect your returned item, refunds or store credits are processed within seven working days. Read about our returns process.

If your return doesn’t meet the eligibility criteria (e.g., the item is used or damaged), we will contact you to discuss further options.

If you’ve received an item as a gift, the original purchaser will need to initiate the return. Contact the gift giver to start the process.

As an authorised dealer, we provide full manufacturer warranties on all products, just like major retailers. While we don’t handle repairs, we’ll assist you in submitting a warranty claim if needed. For warranty details, check our website, contact the manufacturer, or reach out to us for support. 

For more on returns, cancellations, or defective products, visit our Returns Policy page or contact us directly for assistance. We’re here to make your experience with Eco Off Grid smooth and hassle-free!

The manufacturer’s warranty typically covers defects in materials and workmanship. The specific warranty terms vary by brand and product. Check our Warranty Policy for more details on coverage.

While we don’t offer direct warranty extensions, some manufacturers may provide this option. Contact us or the manufacturer directly to inquire about extending your product’s warranty.

Yes. Many products are repairable under the manufacturer’s warranty. Contact us to file a warranty claim and arrange for repair services.

We don’t handle repairs directly, but we assist customers in navigating the manufacturer’s warranty process to ensure your product is repaired or replaced as needed. Learn more about repair options.

Odour in composting toilets usually results from inadequate ventilation, excessive moisture, or an imbalance in the composting process. To prevent odours, ensure proper airflow with ventilation fans, add carbon-rich materials (such as sawdust or wood shavings), and regularly empty liquid tanks.

Eco Off Grid composting toilets come equipped with features designed for the Australian climate, including efficient ventilation systems to maintain the right balance for composting.

Emptying frequency varies based on the toilet model, household size, and usage. Generally, solids should be emptied every 3–6 months, while liquids may need emptying weekly. 

For Australian households, following these guidelines helps maintain compliance with health standards. Eco Off Grid offers tools and accessories to assist with maintenance in compliance with local health and safety regulations.

Check out our guide for tips on keeping your setup running smoothly

If odour persists, check that the ventilation system is functioning and ensure fans are operating properly. Adding extra carbon-rich material, such as wood shavings, can help balance moisture levels. If issues continue, Eco Off Grid’s support team can offer tailored advice for Australian conditions.

Yes, we offer odour-neutralising products, enhanced ventilation kits, and eco-friendly additives compatible with most composting toilets on the market. These solutions support compliance with Australian environmental standards and are suitable for use in residential and off-grid environments. Visit our products page for more details.

In Australia, composting toilets must meet certain health and safety regulations, including standards for odour control, ventilation, and maintenance. Eco Off Grid ensures that all our products align with relevant Australian Standards (such as AS/NZS 1546.2 for waterless composting toilets) to help customers maintain compliance. For details, check with your local council, as regulations may vary.

Yes, we offer PayPal’s "Pay in 4" option for purchases up to $10,000. This allows you to split your payment into four interest-free instalments, making it easier to invest in off-grid solutions. Learn more about our finance options.

Yes, your payment details are completely secure. We use trusted, encrypted payment systems to keep your info safe. Nothing is stored on our servers, and we never share your data.

We’ve got flexible payment options to suit your setup. You can pay upfront with a card or PayPal, or spread the cost over time with ZipMoney or Afterpay.

While we don’t currently offer gift cards, we frequently share exclusive discount codes with our loyal customers and newsletter subscribers. Be sure to sign up to stay updated on special offers!

Yes, we provide special pricing for bulk orders. Whether you’re outfitting a caravan or preparing your home for off-grid living, contact us at sales@ecooffgrid.com.au to discuss bulk discounts and tailored solutions.

At Eco Off Grid, we're committed to offering you the best value on all our products. If you find the same item at a lower price within 7 days before or after your purchase, we'll match it. Simply email us at hello@ecooffgrid.com.au with proof of the competitor's advertised price. Once verified, we'll match the price, provide a store credit, or refund the difference. 

Please note, that our Price Match Guarantee doesn't apply to items on sale, clearance, bundled offers, or those from auction sites. For full details, visit our Price Match Guarantee page.

The easiest way is by joining our newsletter. You’ll get first dibs on new deals, product launches, and off-grid tips sent straight to your inbox. No spam, just the good stuff to help power your off-grid journey.