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Deliveries & Returns

Lockdown delivery times update 23 August 2021

Please understand that due to state borders at some level of lockdown orders may take a little longer than usual to get to you, with increased demand and changes to the working environment there could be potential delays of up to 3-5 days.

1. Our delivery service

As soon as your order ships, you'll receive an email with a link to your consignment on the TIG 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

We cannot deliver to addresses outside of mainland Australia or Tasmania. We cannot deliver to Norfolk Islands.

2. PO boxes delivery

Unfortunately, we cannot deliver to PO Boxes, Parcel Collect Lockers or Private Bags. We must have a physical address within Australia, including rural areas and regional centres.

3. Packaging

We take care when packing orders to ensure your goods arrive intact and unspoiled, while also making a minimum impact on the environment. We wrap items in paper that is often re-used and can be recycled.

4. Carrier

All orders are delivered by TIG Freight Management, who operate from Monday - Friday, 8am - 5.30pm (except public holidays). TIG contact is: 1300 844 373

No Saturday or public holiday deliveries.

5. Delivery instructions

During purchase please advise the delivery instructions such as 'Signature Required', 'Authority to leave', 'Leave at the back door', 'Deliver between x hours', or any other special instructions.

6. How can I track my delivery?

You can track your delivery using the TIG Track My Parcel tool. You'll need your tracking number handy.

7. Where do I find the tracking number?

You'll find this on the shipment confirmation email that we will send to you. If for any reason you don't have a tracking number please contact shop@ecostore.com.au.

8. Missed Delivery. How can I get my item re-delivered or re-directed?

If your item has been delivered to a Business Hub or returned to a TIG depot, you may be able to have your item re-directed or re-delivered to an alternative address. To see if you can re-deliver or re-direct your parcel, please go to the TIG Track My Parcel tool. You'll need your consignment number handy.

9. When will my item be delivered?

To get an ETA of when your parcel will be delivered, please check the TIG Track My Parcel tool.

10. Can I request a specific delivery time?

It's not always possible to make your delivery within a specific time window.

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

First check the TIG Track My Parcel tool to see if it's in transit. If it doesn't show up there, you can contact TIG on 1300 844 373, don't forget to provide your tracking (consignment) and a detailed description of your item. TIG will then conduct a thorough investigation and keep you informed at every step of the way.

12. 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 TIG on 1300 844 373 for alternative arrangements, if required.

13. 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 using the TIG Track My Parcel tool.

14. How long will it take for my item to be re-directed/re-delivered?

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

15. Why has my item been returned to the sender?

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

16. Do I need to show identification when collecting an item from a TIG 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.

17. Can I collect my parcel on a public holiday?

No, TIG depots aren't open on public holidays.

18. 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 email shop@ecostore.com.au