Frequently Asked Questions
Payment
Which payment methods do you accept?
We accept Visa, Mastercard, American Express, Bank Transfer and Paypal. Cash on Pickup is also available – please see the Delivery section below for more information on order pickups.
Is my payment secure?
At Eljo.com.au, we take your security very seriously. Payments are accepted through the eWAY payment gateway and are all authenticated by the Verisign SSL certificate. eWAY is Australia’s number one online payment gateway, trusted by thousands of companies across the country and linking Australian online shoppers to every single major bank in Australia. VeriSign Authentication Services is the world’s premier online authentication and security service, processing in excess of 2 billion certificate checks each and every day.
When do I have to pay for a product that is on backorder?
A 20% deposit is required up front to secure the stock from the next available batch. To arrange payment of the 20% deposit, please contact Eljo staff who will assist to adjust the amount payable. Once the stock is received, the remaining balance will be payable before the order is released for dispatch.
I have a Gift Certificate. When does it expire and do I have to use the entire amount all at once?
Your gift card is valid forever, and you can use it however you like. The first time you place an order, you are able to enter the gift card number into the Eljo.com.au website. The amount you spend will be detracted from your total gift certificate, with the remainder being assigned to your account for future use.
Availability
How do i know if a product is available at any given time?
Each product has an availability indicator listed informing you of a products availability at any point in time. There are 4 different levels of availability, as listed below:
In Stock: This item will be dispatched from our warehouse within 1-3 business days.
Available: This item is in stock at our suppliers 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 sales@eljo.com.au or give us a call
on 1300 886 962.
Discontinued: This item has been discontinued by the manufacturer and is no longer available for purchase.
Delivery
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 - Saturday. If for any reason we are unable to deliver on that day, we will contact you to arrange the most suitable alternative. After hours and Saturday deliveries are only available in most instances and do 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?
Yes. You will receive a phone call from Eljo staff or directly from the delivery driver to inform you at least 1 hour prior to delivery.
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. If we are unable to deliver at that time, you will be notified prior to the delivery day. If you live outside of the metropolitan areas, Eljo.com.au cannot notify you of the delivery time and encourages you to ensure someone is home at all times on the day of delivery.
What if no-one is home to accept the delivery?
If no-one is home to accept delivery of the goods, a card will be left with instructions how to proceed. Items can either be collected from your local delivery depot or a redelivery fee will apply if you choose to have it delivered again.
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 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 886 962 or login to your account at the top of the page.
Can I collect my order?
Orders can be collected from our Melbourne headquarters. No shipping and/or handling fee is charged. An order must be placed prior to coming to collect the item. Our staff will be in touch once the order is processed to inform you that the order is ready for collection, and make any relevant arrangements.
An item is listed as "Free Shipping". Are there any restrictions?
Any item listed as Free Shipping will receive Free Shipping to all metropolitan areas across Australia. Metropolitan areas are set according to the different carriers used by Eljo.com.au. To check if your area qualifies for Free Shipping for a given product, please check the Shipping Calculator on the relevant product page.
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 support@eljo.com.au. 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.
Warranty
Do your products come with Australian warranties?
Yes. All products sold on the Eljo.com.au website are brand new, and come with full manufacturer warranties. Please check the product detail pages to find out the warranty length on different products.
What happens if my goods fail within the manufacturer’s warranty period?
If your product becomes faulty during the manufacturer’s warranty period, the first thing to do is contact Eljo.com.au with a description of the problem. If it is something simple that can be fixed over the phone, our staff will be able to help you out straight away. Otherwise we’ll put you in touch with the relevant manufacturer’s service centre to gain an assessment and repair or replacement under the warranty.
Do you offer extended warranties?
Yes, we sure do.
For how long can I extend the warranty?
Warranties can be extended to a total of 6 years.
How much will it cost to extend my warranty?
The cost of purchasing an extended warranty depends on the type and cost of the product you purchase. More information about each product’s warranty options are available on the product information pages of this website.
Who looks after the servicing in the event of a warranty claim?
Eljo.com.au have a partnership with United Warranties, Australia’s largest third party warranty and service provider. When you purchase an extended warranty, you will receive a supporting warranty card and information. Follow the instructions to register your product as soon as you receive it. For more information about our extended warranties, click here.
The full product disclosure statement is available to download here as a PDF (273k).
Price Matching
Do you match prices from other stores?
We not only match prices from other stores, we guarantee to beat them.
What are the terms of your 5% Price Beat Guarantee?
We guarantee to beat the total price including delivery to your location and any other fees on any identical product, from any other Australian retailer, either online or offline. We will beat the better price by 5% of the difference between the Eljo.com.au price and the other store’s advertised price.
Are there any restrictions on your Price Beat Guarantee?
Eljo.com.au reserve the right not to beat the price on any product which is;
- Unavailable for dispatch from the other retailer at the time of the price beat request.
- Available only after negotiation (i.e. the price must be advertised and available to the public)
- A grey import.
- Part of a commercial quotation or available only through membership of some sort of exclusive group.
- Part of a clearance sale or being sold for less than cost price for any other reason.
- Factory refurbished, factory second, ex-demo, ex-display or not brand new in any other way.
- Being advertised for sale on auction websites, group buying websites, daily deals websites or classified pages, either online or offline.
Any of the above will be assessed for price beat on merits and Eljo.com.au will endeavor to offer a competitive price each and every time.
How do I claim a Price Beat?
To request a price beat, please fill in our Price Beat Request Form.
Cancellations & Returns
Can I cancel my order?
Orders can be cancelled for a full refund as long as the item has not yet been shipped from our dispatch centres.
If my item has already been shipped, can I return it for a refund?
Eljo.com.au accepts returns only if the product is unaltered and unopened in any way. Eljo.com.au will collect your item for the cost of your original delivery fee or $30, whichever is greater. Once the item is received back to our location, a refund will be provided on the full price of the product, excluding original and return shipping fees. The refund will be paid in the same manner as the original payment was made.
Can I return my product if it is already open?
If the product has been opened, but not used, you can return it to Eljo.com.au at your cost. Once it is received, the item will be inspected by staff to ensure it is in a condition fit for resale as a customer return. If the return is accepted, a refund will be provided on the amount paid for the product, not including delivery, and less a 25% return fee.
Any returned products that show signs of use upon inspection by Eljo.com.au staff will be returned to you and no refund will be granted. Return shipping fees will apply.
Please Note: No products of this sort are sold through the Eljo.com.au website, and are instead sold only through our partners and affiliate businesses. All products on the Eljo.com.au website are brand new and have not been opened.
