Long Products | Delivery

Q: Can I collect my order?
A: Yes you can!  A “Ready for Pickup” email will be sent to you when you order is ready to be collected.  Please click this link for the Click and Collect details.  Note:  this Collection Centre is in Preston Victoria, NOT Prestons in NSW. 

Q: When will my order be despatched?
A: Generally, your order will be despatched within 2 to 3 business days.    

Q: Will my order be tracked?
A: Yes!  When your order is consigned, you will receive a tracking number that will show you where your order is and its expected delivery date.  Track your order here

Please note: Orders with two or more items may arrive in separate parcels with no additional shipping charge

Q: When will my order be delivered?
A: All over-sized orders are picked, packed and despatched within 3 business days.  Your order will be delivered by a specialist courier that specifically handles oversized items that cannot be delivered via Australia Post.
Please note that this is a specialist courier NOT an express courier. Our experience with specialist couriers varies depending upon the delivery location.  Clearly delivery times will fluctuate at peak shipping times such as Christmas.

Q: Authority to leave?
A: The standard courier delivery option is "Authorised to Leave". That means that if there is no one home when the courier arrives, your order will be left at your address. If this is not appropriate, please advise when you place your order for alternative arrangements to be made.

Q: What happens if my order is damaged in transit?
A: Our freighters have very strict policies on the ability to claim on insurance if your order arrives damaged.  There is a 48 hour window of receipt of goods for ecoMaster being able to advise the freighters of a damage claim.  PLEASE ensure you have advised us IMMEDIATELY if an order has been damaged on arrival.  Open your order immediately and check.  Outside of the 48 hour window, we are unable to make an insurance claim. 

Q: What happens if my order gets lost during transit?

A: Occasionally we have had orders go missing. ecoMaster has solid procedures in place and photograph every order that leaves our warehouse.  If a delivery date appears to be beyond expectation, we will raise a query on your behalf.  If your order cannot be found during transit, we will send a replacement.  

Q: What happens if my order is stolen after delivery?
A: If your order is stolen from your home after delivery, please raise a Police report. 

Q: How do I make my freight costs cheaper? 
A: We hear you!  Oversized items are expensive to transport.  Any item over 1.5m long carries an additional $10 charge by the courier.   

Potential cost effective freight alternatives are:

  • Share the costs of freight with a neighbour
  • Buy all your long items (such as Draught Dodgers) in one order (a second tube going to the same address is free)
  • Collect your order from Preston Victoria 

If you live regionally or in a rural location, freight costs will be high.  Do you have an address in a town where your order can be safely delivered?   We also live regionally and understand the frustration with the high costs of freight!!