Help & FAQs

Absolutely! At Eco Off Grid, trust and sustainability guide everything we do. We offer high-quality, eco-friendly products backed by solid warranties and dependable customer support.

Your privacy and security are just as important. We use advanced protection to keep your personal information safe at all times.

With secure shopping, a price match guarantee, and friendly support, we’re here to make your off-grid journey simple, safe and rewarding.

No, we’re an online-only store. This helps us keep sustainable living accessible to everyone, no matter where you live. All our eco-friendly products are available online and shipped directly from our warehouse or trusted partners. We deliver Australia-wide and also offer appointment-based pickups if you're near one of our partner locations.

We’re based in Victoria, but we serve all of Australia. Our headquarters are in Mulgrave, Victoria, and while we don’t have physical stores or showrooms, our reach is nationwide. Some orders are shipped from our main warehouse, while others are dispatched from trusted partner locations across the country. Wherever you are, we’re ready to deliver sustainable living to your doorstep.

Yes, we are fully authorised. When you shop with Eco Off Grid, you're getting genuine products from trusted, eco-responsible brands. Every item is backed by the full manufacturer’s warranty, so you can shop with confidence knowing your purchase is protected.

We don’t offer a printed catalogue, but our full product range is always available online. Because we’re constantly updating our store with the latest in sustainable tech and off-grid living solutions, the website is the best place to see what’s new. It’s regularly refreshed, easy to browse, and available 24/7.

We only stock products that meet real off-grid demands. Eco Off Grid sources from trusted, eco-conscious brands that focus on durability and sustainability. Our founder, Matt Scott, experienced off-grid living firsthand while travelling Australia with his family in 2022 and 2023. From solar systems to clean water solutions, the gear they relied on shaped the way we select products today.

Everything we offer is tested for real-world performance and backed by a full manufacturer’s warranty. Learn more about our Warranty Policy.

Every product we offer is chosen to support self-sufficient, low-impact living. Inspired by our founder Matt’s off-grid journey, we focus on solutions that reduce waste, lower your carbon footprint and help you live more sustainably without sacrificing comfort.

From solar panels to water filtration systems and composting toilets, everything we stock is designed to make eco-conscious living simple, practical and effective.

Eco Off Grid was born from Matt Scott’s off-grid journey around Australia in 2022 and 2023 with his family. Living sustainably in a self-contained caravan across remote regions like Cape York showed them the real value of self-sufficiency in power, water and waste. That hands-on experience sparked a passion for helping others live more sustainably with reliable, off-grid solutions.

Read more about our story.

You can order online, by phone or by email.

Ordering online
Find the product you need and click ‘Add to Cart’ to start your eco-friendly journey. Follow the checkout steps to complete your order. If any details or upgrades are missing, our team will be in touch before processing.

Ordering by Phone
Call 1300 676 523 for personalised support. We’ll help you choose the right product and complete your purchase over the phone, or guide you through online checkout if you prefer.

Ordering by Email
Send your order details, including product selection and delivery address, to sales@ecooffgrid.com.au. We'll respond with an invoice and next steps as soon as possible.

Got a question, need help or want to share feedback? We’re always happy to hear from you. Reach out to us through our contact form, phone or email and we’ll get back to you within 48 hours. If you contact us on a Friday, we’ll respond by Monday at the latest. We’re here to help and genuinely value every conversation.

If your selected product is unavailable, our team will let you know as soon as possible. We’ll offer alternative options or arrange a full refund, whichever suits you best. Your satisfaction matters, and we’re here to make sure your experience stays smooth and stress-free.

Check out our Returns and Refund Policy.

As soon as you place your order, you’ll receive an email with all the details. Please check it carefully. If anything looks incorrect, especially your delivery address, contact us right away so we can make the changes before your order is processed.

Yes, you can change or cancel your order as long as it hasn’t been dispatched. For custom-made or made-to-order items, cancellations might not be possible once production has started. For full details, please refer to our Returns and Refund Policy.

Applying a discount code is simple. Just enter your code in the Discount section at checkout, then click Apply to see your savings before completing the order. Make sure the code is valid and hasn’t expired. Read more about using discount codes.

Yes, you can. As soon as your order is dispatched, you’ll receive an email with tracking details so you can follow its progress all the way to your doorstep. Read more about tracking your order here.

Yes, we offer PayPal’s Pay in 4 for eligible purchases up to $2,000. This interest-free option lets you split your payment into four equal instalments, paid every two weeks. It’s a simple way to spread the cost of your off-grid setup without extra fees. Learn more about our finance options.

Yes, your payment details are fully protected. We use trusted, encrypted payment gateways such as PayPal and Shopify Payments to process all transactions. Your payment information is never stored on our servers, and we do not share your data with third parties.You can shop with confidence knowing your details are safe and secure.

We accept a range of secure payment options to suit your setup. You can pay using a credit or debit card, PayPal, or choose PayPal’s Pay in 4 for eligible purchases up to $2,000. Bank deposit is also available. Once you select bank deposit at checkout, you’ll receive clear payment instructions. Learn more about our finance options.

We currently ship across Australia, making sure every corner of the country can access our sustainable products. If you're located outside Australia and are interested in what we offer, reach out to us. We’re happy to explore international shipping options where possible.

Add your chosen product to the cart and head to checkout. Once you enter your delivery details, our system will automatically calculate the best available courier rates. It’s fast, hassle-free and designed to give you the most competitive shipping price upfront.

Some orders include products that ship from different suppliers or warehouses. In these cases, shipping charges are applied per item based on each supplier's location and chosen shipping method. This allows us to provide accurate and transparent shipping costs.

We partner with trusted, registered couriers to ensure your order arrives safely and on time. Once your order is dispatched, you’ll receive tracking details so you can follow its journey every step of the way.

We’re committed to sustainability and are actively exploring carbon-neutral shipping options. Follow us on social media or join our newsletter to stay updated as we roll out new eco-friendly initiatives.

Most orders are dispatched within 5 business days. As soon as your order ships, you’ll receive a confirmation email with tracking details. If you haven’t received tracking information within 6 business days, please contact us at support@ecooffgrid.com.au so we can follow up for you.

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 isn’t working right away, give it 24 hours. Sometimes it takes a little time for the courier to update their system. If it’s still not working after that, contact us at support@ecooffgrid.com.au, and we’ll look into it for you.

As soon as your order is dispatched, you’ll receive an email with your tracking number and shipping details. You can use this to monitor your order in real time and stay up to date on its expected arrival.

Once dispatched, delivery usually takes 2 to 10 business days, depending on your location and product availability.

We ship Monday to Friday during standard business hours using trusted, registered couriers. You’ll receive tracking details so you can follow your order every step of the way.

Some items may ship directly from our partner brands’ warehouses across Australia for faster delivery.

Check out our Shipping Policy for more details. We’re here to make your journey to sustainable living as easy and stress-free as possible.

We currently offer standard shipping across Australia, with most orders dispatched within 5 business days. If you need something urgently, get in touch with us and we’ll do our best to fast-track your order where possible.

Check our Shipping Policy for more details.

We don’t currently offer scheduled delivery options. Once your order is dispatched, you’ll receive tracking details so you can follow your delivery and plan accordingly. For more information, please refer to our Shipping Policy.

For items over 25kg or marked as ‘Bulky Item’ on the product page, special delivery conditions apply. We recommend sending bulky items to a business address or local depot to avoid residential delivery surcharges. Home delivery is still available but may incur extra costs due to the size and weight of the item.

If help with off-loading is required and not available at your location, a tailgate truck will be arranged. Any extra charges for this service will be invoiced separately after delivery. The shipping price shown at checkout includes all standard delivery costs.

See our Shipping Policy for full details.

We do not currently offer direct pickup from our warehouse. All orders are delivered via registered couriers to ensure a secure and reliable delivery process. For bulky items, we recommend delivery to a business address or local depot, which can often be more convenient and cost-effective than residential delivery.

If you have any specific delivery needs, feel free to contact us at support@ecooffgrid.com.au. You can also see our Shipping Policy for more information.

If you select Authority to Leave (ATL) at checkout, the courier will leave your parcel in a safe location. Please note that Eco Off Grid is not responsible for any loss or damage if ATL is selected.

If ATL is not selected, delivery may be rescheduled according to the courier’s process. For specific delivery arrangements, we recommend contacting the courier directly once you receive your tracking information.

Read more about delivery options.

By default, our couriers will leave your order in a safe location if no one is home when delivery is attempted. If you would prefer to sign for your delivery instead, you can select this option during checkout with its corresponding shipping amount. Please note that Eco Off Grid is not responsible for any loss or damage once your item is delivered under the default Leave Safe option.

Read more in our Shipping Policy.

Once your order has been dispatched, you’ll receive an email with your shipping details and tracking number. This allows you to monitor the delivery progress and plan accordingly. If you have questions about your shipment, you can contact the courier directly using the tracking information provided.

See our Shipping Policy for more details.

Yes, you can update your delivery address if your order has not yet been processed. Just contact us as soon as possible. If the order has already been processed, a $30 redirect fee may apply. This fee is charged by the courier for updating the delivery details.Check our Shipping Policy for more information.

No, we are unable to deliver to PO Boxes or Parcel Lockers. To ensure safe and reliable delivery, please provide a physical street address at checkout. If you need help arranging delivery, feel free to reach out. See our Shipping Policy for more details.

We want your experience with us 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.

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

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

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

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

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

Please note: Returns must be unused, undamaged, and in original packaging, and made within 100 days of delivery. Made-to-Order, Installed, and Custom-Made products are not eligible for return.

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

Orders for made-to-order or custom-made items cannot be cancelled once they’ve been processed. These products are built specifically to your requirements, so we’re unable to offer change-of-mind cancellations or refunds after processing.

See our full Returns and Refunds Policy for details.

If your product arrives damaged or faulty, please let us know within 3 business days of receiving your order. We’ll work with the supplier or manufacturer to resolve the issue in line with their warranty terms and timeframes. Our team will guide you through the process and help coordinate a replacement or repair as needed.

Please refer to our Returns and Refunds Policy for full details.

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 change-of-mind returns. However, most items are covered by a manufacturer’s warranty, which may include repair or replacement for faults. If you believe your item is faulty, we’re happy to help you through the warranty claim process.

Learn more about warranty claims here.

Once we receive and inspect your returned item, we’ll notify you of the outcome. If approved, your refund or store credit will be processed within seven business days. Read about our returns process.

All returns are inspected once received. If your item doesn’t meet the return criteria, such as being used, damaged, or outside the 100-day window, we’ll let you know right away. Our team will discuss your options and help you find the best next step.

Read our full Returns and Refunds Policy.

Yes, but the return must be initiated by the original purchaser. To start the return process, please contact the person who purchased the item. All returns require proof of purchase and must be requested by the account or order holder.

Read our full Returns and Refunds Policy.

All products sold by Eco Off Grid are backed by full manufacturer warranties, just like with major retailers. As an authorised dealer, we don’t handle repairs directly, but we’re here to help you submit a warranty claim if something goes wrong. You can check warranty details on our website, contact the product manufacturer, or reach out to our team for assistance.

For information on returns, cancellations, or defective items, please visit our Returns and Refunds Policy or get in touch with us directly.

The manufacturer’s warranty covers faults in materials or workmanship under normal use. It does not cover damage from incorrect installation, misuse, or normal wear and tear. Warranty terms vary depending on the product and brand, so we recommend reviewing the warranty details specific to your item.

For help with warranty claims or questions, visit our Warranty Information page or contact us directly.

Eco Off Grid does not offer direct warranty extensions. However, some manufacturers may provide extended warranty options that can be purchased separately. To explore this, contact the manufacturer or reach out to us and we’ll point you in the right direction.

Visit our Warranty Information page for more details.

Yes. Many products are eligible for repair under the manufacturer’s warranty. To get started, contact us to file a warranty claim. We’ll work with the manufacturer to arrange repair services or supply replacement parts where available.

Visit our Warranty Information page for details.

We don’t carry out repairs ourselves, but we’re here to help. If your product is covered under warranty, we’ll assist you with the claim and coordinate with the manufacturer to arrange a repair, replacement part, or full replacement, depending on the brand’s coverage.

Learn more about warranty coverage.

We don’t offer custom-made or modified products at this time. However, our range is carefully curated to suit a wide variety of off-grid needs—from caravans and tiny homes to remote cabins and outdoor adventures. If you're unsure which product is the best fit, our team is happy to help.

Each product page includes detailed specifications and descriptions to help you assess compatibility. Still not sure? Reach out to our team and we’ll guide you through your options based on your setup and goals.

Many of our products are designed with flexibility in mind and can suit a wide range of off-grid setups. We recommend checking the product specs and getting in touch with us if you need help matching your system or space.

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.

We don’t offer gift cards at the moment. However, we regularly share exclusive discount codes with our newsletter subscribers and community. Sign up to stay in the loop on special offers and seasonal savings.

Yes, we offer special pricing for bulk orders. If you’re purchasing multiple items for a project, large property or off-grid setup, contact us at sales@ecooffgrid.com.au to discuss available discounts and tailored solutions. Our team is here to help you get the best value for your needs.

Yes, we do. If you find the same item at a lower price from another retailer within 7 days before or after your purchase, we’ll match it. Just send us proof of the advertised price at hello@ecooffgrid.com.au, and once verified, we’ll refund the difference, offer a store credit, or adjust the price accordingly.

Our Price Match Guarantee doesn’t apply to clearance items, sales, auction sites, bundled deals, or discontinued products. See our full Price Match Guarantee for details.

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.

Our team is available Monday to Friday, 9:00 AM–5:00 PM and Saturday, 11:00 AM–3:00 PM (AEST). If you call outside these hours, just leave a message and we’ll get back to you within 1 business day.

You can call us on 1300 676 523 or email hello@ecooffgrid.com.au. We’re available Monday to Friday, 9:00 AM–5:00 PM and Saturday, 11:00 AM–3:00 PM (AEST).

Absolutely. From installation tips to troubleshooting, we’re here to help before, during, and after your purchase.

Many of our products include manuals or setup guides, usually available on the product page. If you can’t find what you’re looking for, just reach out. We’re happy to send it through or point you in the right direction.