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Deliveries and Returns


Our delivery service

As soon as your order ships, you'll receive an email with a link to your consignment on the Star Track website, which will allow you to track the status of your order. Delivery is usually within 7 business days of this confirmation (please note, business days are Monday - Friday, excluding public holidays). If any products are temporarily unavailable then delivery may take longer.

Please note, due to high volume of orders during sale periods delivery of your online order may take a little longer to arrive than usual. We work extra hard during this busy time to ensure your items arrive as quickly as possible, without compromising our quality standards. Thank you for your patience, please feel free to get in touch with us if you have any concerns.

If you need an order by a specific date or time please get in touch shop@ecostore.com.au to ensure we can meet your delivery expectation.

Delivery costs are a flat rate for your order. Delivery times may vary for different states within Australia:

$14.50 VIC Metro 2-3 days Outside Metro 4-5 days
$14.50 NSW Metro 2-3 days Outside Metro 4-5 days
$14.50 ACT Metro 2-3 days Outside Metro 4-5 days
$14.50 SA Metro 2-3 days Outside Metro 4-5 days
$14.50 QLD Brisbane 2-3 days Outside Metro 5-7 days
$17.50 TAS 5-6 days
$17.50 NT 5-7 days
$17.50 WA 5-7 days

 

PO boxes delivery

Unfortunately, we can't deliver to PO Boxes or to addresses outside of Australia. You must have a physical address within Australia, including rural areas and regional centres.

Packaging

We take care when packing orders to ensure your goods arrive intact and unspoiled, while also making a minimum impact on the environment. Delicate items are wrapped in newsprint, and the 'green beans' (void-fill) used to pack boxes are made from corn & potato starch, and are completely biodegradable.

Carrier

All orders are delivered by StarTrack, who operate from Monday - Friday, 8am - 5.30pm (except public holidays). StarTrack contact is: 13 23 45 .

How can I track my delivery?

You can track your delivery using StarTrack Track & Trace tool. You'll need your tracking number.

Where do I find the tracking number?

It is found on the shipment confirmation email that ecostore has sent you.

Missed Delivery: How can I get my item redelivered or redirected?

If your item has been delivered to a Business Hub or returned to a StarTrack depot, you may be able to have your item redirected or redelivered to an alternative address. To see if you can redeliver or redirect your parcel, please go to the Missed Delivery tool and complete an online form. You'll need your consignment number.

When will my item be delivered?

To get an ETA of when your parcel will be delivered, please check StarTrack Transit Time tool (pre-delivery) or Track & Trace tool (if the item is already in transit).

Can I request a specific delivery time?

Not always possible to make your delivery within a specific time window.

I haven't received my item. What should I do?

First, use StarTrack Track & Trace tool to see if it's in transit. If it doesn't show up there, you can contact StarTrack on 13 23 45 , don't forget to provide your tracking (consignment) and a detailed description of your item. StarTrack will then conduct a thorough investigation and keep you informed at every step of the way.

Can the driver call me prior to delivery?

No, the driver can't call you prior to delivery. This is primarily due to road safety reasons. Please contact StarTrack on 13 23 45 for alternative arrangements, if required.

What happens if I'm not home?

The driver will leave a 'Sorry We Missed You' card either at your front door or in your letterbox. This card has instructions about how you can collect your parcel or get it re-delivered. Use StarTrack Missed delivery tool.

How long will it take for my item to be redirected/re-delivered?

It takes up to 48 hours for your item to be delivered once you have completed your re-direction/re-delivery form.

Why has my item been returned to the sender?

Unfortunately, StarTrack can only hold items for up to 10 business days. If StarTrack have attempted delivery without success and haven't heard from you, the item will be returned to the sender.

Do I need to show identification when collecting an item from StarTrack depot?

Yes, you do. Valid ID includes any state or federal photo ID – such as a Driver's Licence, Proof of Age Card, Boat Licence or Passport. Don't forget to bring your item's consignment number, too.

Can I collect my parcel on a public holiday?

StarTrack depots aren't open on public holidays.

Damaged or faulty products

Please let us know if you receive damaged or faulty goods and we'll either issue you a refund or exchange the item on its return. You won't be charged any additional shipping or handling fees for replacement. To get in touch with us about any concerns please send an email to shop@ecostore.com.au