Order Information

When you place an order online with EcoVessel you will receive an immediate confirmation email with your order details. If for any reason, we don’t have the product you ordered in stock, we will contact you immediately to offer a refund. We aim to dispatch your order the same or the following business day your order is placed. Delays are expected during peak sale periods. You will receive a tracking number via email once your order is dispatched.

Discount Codes

Discount codes must be applied at the order checkout at the time of ordering to receive the discount. We are unable to offer discount codes in the form of a refund. Processing a refund is not an easy process and adds a substantial amount of administrative work for our small team. If you've forgotten to add a discount code, kindly contact us, and as a gesture to offset this, we can offer you a more favourable discount code for your next order. Kindly be aware that we are unable to cancel orders based on the omission of a discount code.

Order Pickups

You can order on our website and select “pickup at warehouse” as the shipping method, and collect from our warehouse in Seventeen Mile Rocks, Brisbane, Australia. As soon as your order is ready for pickup you will receive a notification.

Missing, Faulty or Damaged in Transit Items

When you receive your order, if there are any missing, faulty or damaged items, our customer service department must be notified within 48 hours of your order's arrival. Please email us a photo and your order details within 48 hours to info@ecovessel.com.au and we will be happy to assist in replacing the items.

What happens if my package goes missing?

If your package has been in transit for longer than expected please let us know so we can lodge an enquiry with Australia Post. Every missing package will be assigned a unique case number by Australia Post and can take up to 2-4 weeks to locate.

If the package was delayed due to an incorrect or incomplete address, the item should be returned to us. To have this package resent to the correct address, you will be recharged our shipping cost.

If you redirect the order with the carrier whilst in transit we are no longer liable for any lost items.

Changing or Cancelling Orders

Once you’ve completed your order, you may request a change or cancellation to your order ONLY within one hour of placing the order. After one hour your order will be progressing to the next stage, so it won’t be possible to change it. Don’t worry, you can easily return or exchange your order in line with our Returns Policy. If your order is for warehouse pickup you are able to cancel at any time prior to collection.

If you cancel your order and you paid with PayPal or AfterPay, you will not be reimbursed the merchant fees as these are not refunded by PayPal or AfterPay.

Back Orders

Our Brisbane warehouse holds our final stock of EcoVessel and it won’t be restocked, so we can’t place items on backorder. If an item in your order is unavailable, we will contact you to offer a refund for that item, and the remainder of your order will be shipped.

Transit Cover

Transit cover/insurance is included on all orders in Australia. If the order/product was to go missing during shipping, you would not be held responsible, and we would send a replacement.

Authority to Leave

All of our orders are despatched by default NO AUTHORITY TO LEAVE and a signature will be required upon delivery.

To authorise the driver to leave the parcel at the premises without being signed for you must write in the order notes on the shopping cart page ‘Authority to Leave Granted’ (by doing so you accept sole responsibility for any damage or theft that may arise, and we are absolved of all responsibility). This also applies if you update your order via SMS or email directly with either the courier or our logistics provider after we have despatched your order.

If you have any questions please contact our friendly customer support.