Shipping policy

Order Processing

An order confirmation email will be sent upon receiving your order. We will then begin preparing it for dispatch. Orders are typically dispatched within 5 business days unless the item is made-to-order, on backorder, or unavailable. Once dispatched, an email containing your tracking details will be sent, allowing you to monitor the progress of your delivery. If you do not receive tracking information within six business days of your order, please reach out to us directly at support@ecooffgrid.com.au.

Delivery

All items are shipped via registered couriers with tracking details provided, ensuring your order can be tracked from our warehouse to your door.

Delivery Times: Deliveries typically take 5-7 business days, depending on your location. These timeframes largely depend on the carriers and how close the delivery address is to primary population areas. The further away the delivery address is from a primary population area, the longer delivery will take.
Delivery Instructions: By default, our couriers will leave the goods in a safe location on the first delivery attempt. If you prefer to sign for your delivery, you can select this option during checkout with its corresponding shipping amount. Please note that Eco Off Grid is not liable for any damage or loss once the item is delivered under the default "Leave Safe" option.
Delivery Issues: If your delivery is delayed beyond 5 business days, or if you receive your order with damaged items or packaging, promptly contact us with photos of the visible damage and report it on the same day for a resolution. If an item is confirmed lost by the courier or is incorrect, a replacement will be sent at no additional cost to you.

Bulky Items

For items over 25kg or marked as 'Bulky Item' on the product page, special delivery conditions apply:

Delivery Location: Bulky items are recommended to be delivered to a business address or local depot to avoid additional residential delivery charges. However, delivery to a home address is available with additional surcharges due to the size and weight of these items.
Assistance Required: If off-loading assistance is required and not available at the delivery location, a tailgate truck will be arranged.
Pricing and Surcharges: The price you see at checkout is final and includes all delivery costs, even for home deliveries, which generally incur higher charges due to the size and weight of bulky items. There won’t be any hidden fees or surprise charges after you place your order. However, if off-loading assistance is needed and not available, any extra fees for arranging a tailgate truck will be invoiced to you separately after the delivery.

Shipping Exclusions

Certain postcodes are outside the service range of our couriers. If we cannot deliver to your postcode, we will inform you within 5 business days to discuss alternatives. Please note that we do not ship to PO Boxes or Parcel Lockers.

International Orders

Most products are tailored for the Australian market. We recommend confirming compatibility before ordering internationally. For a shipping quote, please email hello@ecooffgrid.com.au.

Redelivery and Address Changes

Redelivery: Charges may apply if the initial delivery fails and requires redelivery.
Address Changes: A minimum fee of $30 will be charged for any changes to the delivery address after your order has been processed.

If anything is unclear and you still have questions, please contact us.

Our Policies

Last update 2 Oct 2024.