FREQUENTLY ASKED QUESTIONS
Which payment methods do you accept?
We accept Visa, Mastercard, Bank Transfer and Paypal.
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.
Do you accept non-Australian Credit Cards?
At the moment we are unable to accept overseas cards directly. Please proceed to Paypal to pay via an overseas credit card.
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 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 are welcome to pick up your order from our Brunswick (VIC) head office located at 11 Church St in Brunswick VIC 3056. There is no delivery charge if you pick up, just select the ‘pick up’ option when you proceed through the check out. Orders for pick up may or may not be available for collection straight away, if you’d like to check before ordering, please just call our friendly customer service staff on 1300 791 376.
An item is listed as “Free Shipping”. Are there any restrictions?
Any item listed as Free Shipping will receive Free Shipping to most metropolitan areas across Australia, except Perth and Darwin (which we’re working on). 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.
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.
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 product 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?
Eljo.com.au has the pleasure of offering its customers Customer Care Plans. For full terms & conditions in regards to Customer Care Plans, please see our extended warranty information page or give us a call on 1300 791 376.
I bought an extended warranty in the past and now I need a repair, what should i do?
If you have bought an extended warranty from Eljo.com.au prior to November 2013 and need a product repaired, please call us on 1300 791 376. If you have purchased an extended warranty from Eljo after December 2013 and wish to claim, please call the Customer Service Helpline on 1800 003 466, (0800 454 082 in NZ) Monday to Friday 8am to 6pm EST, and friendly staff will assist you with your claim.
You must lodge your claim with our Customer Service Helpline prior to the expiration of this Customer Care Agreement.
Claims will not be handled where You have arranged repair or replacement without first lodging and gaining approval of a claim.
Ensure You have Your original purchase receipt and/or Tax Invoice available.
Your claim must be lodged by the customer whose name is shown on the purchase receipt and/or Tax Invoice and/or any other parties authorised by the owner in writing.
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.
- If advertised on eBay.com.au; any product sold by a private user, without an eBay store.
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.