How do I know when a product will be delivered?
Each product has an availablity indicator listed informing you of the a product's availability and hence expected delivery time. There are 4 different levels of availability as listed below:
In Stock: This item will be dispatched form our warehouse in 1-3 business days.
Available: This item is in stock and will usually be dispatched within 2-5 business days.
On Order: This item is on order with our suppliers. Despatch times may vary. To get an ETA for this product, please email us at firstname.lastname@example.org or give us a call
on 1300 791 376.
Discontinued: This item has been discontinued by the manufacturer and is no longer available for purchase.
Do you deliver to my area?
Eljo.com.au delivers to all areas within Australia including mainland and islands.
How much will delivery cost?
Delivery costs vary dependent on the products and quantities you are ordering, as well as the delivery location. For order specific shipping costs, please add your required products with your preferred options to the Shopping Cart and see the shipping calculator on the Shopping Cart page. You can check approximate shipping costs for each individual item on each product page.
Are deliveries insured?
Yes, all deliveries are insured with one of Australia’s major freight insurance agencies.
Who will be delivering my products?
All products are shipped either via our contracted drivers, our contracted courier company or directly from the manufacturer, depending on the product ordered and the delivery area.
Can I select my delivery day?
Yes, you are able to request a delivery day that most suites you between Monday - Friday. If for any reason we are unable to deliver on that day, we will contact you to arrange the most suitable alternative. After hours deliveries are only available in most instances and may carry an additional fee. Please contact us once you have placed your order to arrange.
If you require delivery for a future date, please contact us once the order has been placed and the payment is made. We can only hold onto stock with full payment of the order.
Will I be notified what time my delivery will arrive?
You will be notified of a tracking number for your delivery. It is advised you track the parcel to find out when you items ETA will be. On the morning of delivery, you are able to contact the delivery service's customer service hotline to request a delivery window. It is recommended however that someone is available throughout business hours on the delivery day. On ocassion and for reasons beyond our control, these delivery windows cannot be adhered to.
Can I select my delivery time?
You are able to request a specific delivery time and Eljo.com.au will do our very best to deliver it at this time. However, we cannot guarantee that the time of day will be adhered to. It is recommended however that someone is available throughout business hours on the delivery day.
What if no-one is home to accept the delivery?
Smaller items are delivered via the Australia Post network. If delivery is missed, items can be collected from your local post office. Larger items are delivered through a national courier network and if delivery is missed a card will be left with instructions on how to claim your order. Redelivery charges may apply.
How quickly will my order be dispatched?
All stocked items are dispatched within 1-3 business days of the receipt of your payment. If your item needs to be ordered in, we will contact you within 3 business days to inform you of the expected time of delivery.
How quickly will I receive my delivery?
The delivery time is dependent on where in Australia you live and where the product is stocked. In all instances, Eljo.com.au will endeavor to dispatch your items from the closest warehouse to your location so that the delivery gets to you as quickly as possible.
What does the delivery option "Australia Post eParcel (Express Post)" mean?
This means your parcel will be dispatched using the Australia Post Express Post delivery network. Standard handling times still apply. Delivery will be guaranteed next business day (following day of dispatch), within the Australia Post Next Day Delivery Network. Outside of the Express Post network, fastest possible delivery is provided on a non-guaranteed basis. Please Note: This delivery option is available on certain parcels and delivery runs only. When unavailable, the Eljo.com.au website will automatically remove it as an option.
What happens if the product I want is on backorder?
You are able to secure your place in the backorder queue with a 20% deposit. If we do not receive a deposit and the product sells out to other customers before it arrives, you will lose your place in the queue.
How do I track my order?
To track your order, please call Eljo.com.au on 1300 791 376 or login to your account at the top of the page.
Can I collect my order?
Yes you can! You can pick up for FREE (Melbourne only) from our Brunswick warehouse at 11 Church St Brunswick, VIC 3056. Just select the 'Free pick up' option at the checkout when buying your product.
An item is listed as "Free Shipping". Are there any restrictions?
Any item listed as Free Shipping will receive Free Shipping to most major cities areas across Australia. These areas are set according to the different carriers used by Eljo.com.au. The following postcodes around Australia are included in this offer, as per the policies of our carriers...
There are stairs leading to where I'd like my item delivered, does this matter?
Our delivery drivers will in most instances be on their own. If there are more than 5 stairs that must be climbed before your property, and you have ordered a large item, please let us know in the comments section at checkout. This way we can alert the couriers and do our best to accomodate your needs. If possible, having a person at the delivery address who is able to help the driver will ensure the delivery runs as smoothly as possible.
What happens if my order is damaged on arrival?
Please inspect goods upon delivery. If there is any apparent damage to the carton, please indicate this to the driver at the time of delivery, and make note of it when signing for your package. Failure to do so may void insurance. If upon opening the package the product inside is damaged, please notify us within 48 hours of receiving the product by contacting email@example.com. Our support team will send through the correct Return Authorisation forms to be filled in. Please send these back asap and where possible/relevant, please include photographic evidence of any damage. This will expedite the replacement process. An Eljo.com.au staff member will contact you to organise collection of the damaged product. Once received, damage will be inspected and the replacement item will be dispatched.
If the product has become unavailable once the returned item is received, Eljo.com.au have the right to issue the replacement within 28 days. If after 28 days no replacement is available, Eljo.com.au reserves the right to replace the item with the nearest available alternative, to the same or greater value of the original product.