Customer support available Monday-Friday 9am-5pm AEST

Helping Aussies go one step greener

Top brands, great prices, delivered Australia-wide

Help & FAQs

Questions? Check out the FAQ below for answers to some of the most commonly asked questions. Or, contact us below.

About Us

Can I trust Eco Off-Grid?

Absolutely! Trust and sustainability drive everything we do at Eco Off Grid. We're committed to supporting your eco-conscious journey by offering rigorously curated, top-quality products paired with robust warranty policies.

Our commitment to your privacy and security is unwavering; we employ premier security practices to safeguard your personal details.

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

Do you have a physical store?

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.

Where is Eco Off-Grid located?

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.

Are you an authorised dealer?

Yes, completely authorised. Shopping with Eco Off-Grid means receiving authentic products direct 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.

Do you have a printed catalogue?

Our collection is dynamic and digital. We continuously update our online catalogue with fresh, innovative products to enhance your eco-friendly lifestyle choices. While we don't offer a printed catalogue, our entire array is readily accessible online. Can't find what you're looking for? Connect with us at hello@ecooffgrid.com.au, and let our team assist you with personalised guidance.

Ordering

How can I place an order?

Ordering Online
Step into Sustainability: Find your desired product on our website and hit the 'add to cart' button to start your eco-journey. Proceed by following the prompts on the checkout page to finalize your order. In case you miss any options or upgrades for your product, don't worry—our dedicated customer service team will reach out via email or phone to confirm those details before processing your order. Navigate our site with ease and confidence, knowing we're here to support you at every step.

Ordering by Phone
Talk to a Green Expert: Dial 1300 676 523 to experience personalized assistance from our team of experts. They'll help you pick the perfect product tailored to your unique needs, ensuring you make a choice you're completely satisfied with. We pride ourselves on offering only the best brands at the most competitive prices. If you're set with your selection, you can either continue placing your order over the phone or transition seamlessly to our online checkout.

Ordering by Email
Your Inbox Goes Green: Prefer typing to talking? Drop us a line at sales@ecooffgrid.com.au with your order details, including product selection, any specific options or upgrades you prefer, and your delivery address. One of our team members will revert with an invoice and next steps promptly. We're keen to make your shopping experience as smooth and convenient as possible.

What if I want to speak to someone?

We're Ears!: Got a question, concern, or just want to share some feedback? We're all about connecting with our community. Reach out to us, and we promise to get back within 48 hours. If you send us a note on Friday, expect a response by Monday at the latest—we're never too far away.

What if the product I ordered turns out to be out of stock?

No Fret, We've Got You: On the off chance your selected product isn't available, our friendly customer service team will promptly present you with alternative suggestions or process a full refund, should you prefer. For more details on how this works, peek at our Returns and Refund Policy.

Shipping

What countries do you ship to?

We currently ship across the whole of Australia, ensuring every corner can access our sustainable products. If you're located outside Australia and yearning for eco-friendly options, do get in touch! We're always happy to discuss international shipping possibilities to meet your needs.

How do I get a shipping estimate?

Find your eco-essential and add it to your cart. Proceed to the checkout page where you'll input your delivery details. Our website skillfully scouts for the most competitive courier rates, presenting you with the best shipping price for your order. Hassle-free and user-friendly, our system aims to secure your savings and satisfaction.

When will my order ship out?

We understand your eagerness to start your eco-friendly journey. That's why we endeavor to dispatch your order within 24 hours, business efficiency at its best. A confirmation email, complete with tracking details, will follow, allowing you to monitor your package's progress towards its new sustainable home.

How long does the delivery take?

We dispatch via dependable registered couriers, tracking included, for your peace of mind. Watch your order's every move, certain in its secure transit from our hands to yours.

Generally, from the moment we dispatch, it takes between 2 to 10 business days for delivery, dependent on your locale and our warehouse's situation. Partner brands may ship directly from various supplier warehouses peppered throughout Australia for the fastest possible service.

All shipments occur during the standard Monday to Friday business hours, aligning with your work week rhythm.

For a deeper dive into our shipping processes and policies, please review our complete shipping policy here.

We at Eco Off-Grid are committed to making your shopping experience as green and as streamlined as your path towards a more sustainable lifestyle.

When will I be contacted to confirm my order?

Right after 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.

Should you spot any inaccuracies, especially in the delivery address, please get in touch with our team as swiftly as possible to amend any errors.

How are heavy and bulky goods going to be delivered?

Orders weighing over 30kg necessitate a tail lift service for safe and efficient delivery. This service incurs an additional fee, not covered within the standard shipping estimate on our website.

Should your order require this service, please reach out to us for the additional cost to be included in your total. This assists in preventing any delivery mishaps or injuries and ensures your items arrive in pristine condition.

When will I be contacted regarding the delivery?

Following the dispatch of your order, we will provide you with an email containing all necessary shipping information. For significant deliveries, our shipping partner will make a phone call to verify your address and inform you on the expected delivery timeline, ensuring you're well-prepared to receive your order.

Can I pick up my order?

Yes. We offer a "Store Pickup" option for certain items, which can be selected on the cart page. To explore the possibility of warehouse pickup, directly reach out to us at 1300 676 523 or hello@ecooffgrid.com.au. Please note, pickups must be scheduled in advance.

Can you deliver to a PO Box?

No, sorry. Our commitment to ensuring the safe delivery of your order means we can only ship to verifiable street addresses. We are unable to deliver to P.O Boxes or Parcel Lockers.

Will my order be left at my door if I'm not home?

No, sorry. Your items' safety is our top priority. All orders are dispatched via registered courier services that require a signature upon delivery to ensure your purchase reaches you securely.

For those who prefer, we do offer the possibility to arrange delivery with ATL (Authority to Leave). However, please be aware that choosing this option means Eco Off Grid will not be held responsible for any damaged, lost, or stolen items once they have been delivered to your specified location.

How do I check the status of my order?

The moment your order is on its way, you’ll receive an email complete with your shipping details and a unique tracking number. This enables you to monitor your order’s journey directly to your doorstep, letting you stay updated on its status every step of the

I have more shipping questions

If you have additional questions regarding our shipping practices or policies, we invite you to explore further information here.

Our goal is to ensure your shopping experience is as transparent and satisfying as possible, providing you with all the details you need to feel confident and informed from the moment you place your order until it arrives safely at your destination.

For any additional inquiries or specific requests, please do not hesitate to reach out. Our team is here to support you and ensure that your delivery needs are met with the utmost care and efficiency.

Returns and Refunds

How do I return a product?

All Returns Must be Requested via the Returns Centre

To begin the return process, it's necessary to obtain an RMA# (Return Merchandise Authorization number). This can be done by submitting a return request via our Returns Centre.

Products in their original, brand-new, and sellable condition may be returned within 5 business days of receipt. A restocking fee of 25% of the product price will be applied. You'll be responsible for the return shipping costs and providing a photo of the item before shipping it back, as well as the return tracking number. Upon receipt and after inspection, you can expect a refund for the full product price minus any associated fees. Our restocking policy is non-negotiable.

You can review our comprehensive return and refund policy here.

What is your cancellation policy for made to order or custom made items?

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. 

I received a defective product, what do I do?

Should you discover a defect within 3 business days of receiving your goods, it is crucial to report it promptly. Many minor issues can be resolved after a consultation with our customer service team. For major functionality problems, manufacturer warranty provisions will take effect, and we'll support you in submitting a warranty claim as necessary. Replacement terms and timelines set by the manufacturer will be upheld.

Please refer to our Returns Policy for the full details. 

What is your warranty policy?

As an authorised dealer, Eco Off Grid provides you with full manufacturer warranties for all products, akin to purchasing from a large warehouse retailer. We do not perform repairs but ensure you are covered by the manufacturer’s warranty terms. To obtain specific details on warranties, you can examine the terms on our website or contact the manufacturer directly. Please reach out to us for help in managing a warranty claim with the manufacturer should you need it.

For more detailed information or further questions regarding returns, cancellations, defective products, or warranty claims, do visit our detailed Returns Policy page, or contact us directly for assistance. We are committed to making your experience with Eco Off Grid satisfactory and hassle-free.

Drop us an email

If the answers you're looking for aren't in our FAQ, please send us an email by completing the form below.