Contact, Shipping, Returns & Order Tracking

At Energy Eco, we’re a proud family business committed to providing quality products, reliable service and practical support before and after your order.

Our online store is open 24/7 for your convenience, and our team is available during business hours to assist with sales orders, general enquiries, shipping questions and order updates.

Click the buttons below to jump straight to the section you need.

We’re Here to Help

Sales Orders and General Enquiries

Monday to Friday, 8.30am–4pm AEST
Phone: 02 8528 2866

For all technical support, warranty claims, product faults and installation help, please use our Support Page so we can respond quickly and track your request properly.

Email & Contact Form

Email: info@energyeco.com.au
Use the form below for general order enquiries, and we’ll respond as soon as possible during business hours.

Pick-Up Options

Pick-up is available for selected products. If your order qualifies, we’ll provide instructions at checkout or contact you to arrange collection.

  • Sydney, NSW
  • Newcastle, NSW
  • Brisbane, QLD
  • Melbourne, VIC
  • Perth, WA

Returns, Refunds & Warranty

Refund Eligibility

You have 7 calendar days from receipt to request a return. To qualify for a refund:

  • Items must be unused, unopened, and in original packaging.
  • A proof of purchase must be provided.
  • Refund requests must be lodged via our Support Page within 7 days.

Important exclusions for change-of-mind returns:

  • No refunds for batteries, battery cabinets, or any item over 30 kg.

Refunds on eligible items will incur a $45 restocking fee, and any shipping costs, Shopify transaction fees and payment processing costs may be deducted.

Order Cancellations

  • If you cancel an order prior to shipment, any Shopify transaction fees and payment processing costs will be deducted from your refund.
  • No cancellation or refund can occur once goods have been dispatched and are in transit.

Warranty Claims

Warranty claims must be pre-approved via email. Products returned without written approval will not be processed. Please use our Support Page to start a claim.

Freight Damage & Lost Parcels

If shipping insurance is purchased at checkout, it covers loss, theft, or damage in transit. Freight damage claims must be lodged within 24 hours of receiving goods. Energy Eco is not responsible for uninsured shipments.

Australian Consumer Law

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Our no refund policy for batteries, battery cabinets, and items over 30 kg applies only to change-of-mind returns and does not limit or exclude your rights under Australian Consumer Law.

Shipping & Dispatch

Dispatch & Delivery

Orders are generally dispatched within 24 hours. During busy sales periods, promotions or peak dispatch times, slight delays may occur.

Express Shipping ensures your order travels via express courier once dispatched, but it does not prioritise it for packing. For priority handling, we offer a Skip the Queue service for an additional fee.

Free Shipping Policy

We offer free shipping on orders over $300* Australia-wide.

*Due to significant increases in carrier and fuel costs, a small freight surcharge now applies based on order value. We have absorbed these increases for as long as possible and continue to cover the majority of shipping costs to keep our pricing competitive.

Exclusions apply:

  • Some batteries.
  • Solar panels and other oversize or fragile freight items.
  • Remote or out-of-service areas may incur additional freight charges.

If an item is excluded from free shipping, it will be clearly marked at checkout. If your order includes both eligible and ineligible items, freight will apply only to the excluded products.

Track My Order

Use the links below to track your shipment. Have your tracking number ready, which can be found in your shipping confirmation email.

Not sure which courier? Check your shipping confirmation email or visit our Support Page.

Need Faster Dispatch?

Express Shipping sends your order via express courier once dispatched, but it does not move your order ahead in our queue.

Skip the Queue Service

FAQ

Click each question below to view the answer.

Verification Number Email – Why am I receiving this email?
If this is your first order with Energy Eco using a credit or debit card, we may require a quick verification step to ensure your payment is authorised. This helps protect both you and us from fraudulent transactions.
What payment options do you accept?

We accept the following payment methods:

  • Credit Cards: Visa, Mastercard and American Express.
  • Buy Now, Pay Later: Afterpay.
  • Online Payments: PayPal.
  • Direct Deposit: Bank transfer options are available.

If you have another preferred payment method, please contact us to discuss.

What is Victron Energy?
Victron Energy is a leading global provider of power solutions for marine, automotive, industrial and off-grid systems. Their products include inverters, battery chargers, solar charge controllers, batteries and monitoring equipment.
Can I use Victron Energy products for off-grid solar systems?
Absolutely. Victron Energy products are specifically designed for off-grid solar applications, including solar charge controllers, inverters, chargers, monitoring equipment and battery system components. These can be combined to create efficient and reliable off-grid systems for cabins, homes, caravans, RVs, boats and more.
Do you design full power systems?
Yes. We can recommend suitable components, system packages and pre-wired board solutions based on how you plan to use the system. For more complex setups, we may ask for details about your appliances, charging sources, available space and expected runtime before recommending a system.
Do you provide installation?
Energy Eco supplies components, system packages and pre-wired, programmed solutions. We do not provide on-site installation. Where selected, systems can be supplied pre-wired, programmed and circuit protected to make final installation faster and cleaner for your qualified electrician or competent technician.
What are lithium iron phosphate batteries?
Lithium iron phosphate batteries, also known as LiFePO4 batteries, are a type of lithium-ion battery known for high energy density, long cycle life and excellent safety characteristics.
What applications are LiFePO4 batteries suitable for?

LiFePO4 batteries are ideal for:

  • Off-grid and hybrid solar systems.
  • Marine applications.
  • Caravans, RVs and mobile setups.
  • Canopies and 4x4 touring systems.
  • Energy storage systems.
  • Uninterruptible power supplies.
Can I replace my existing lead-acid batteries with LiFePO4 batteries?
Yes. LiFePO4 batteries can be an excellent replacement for lead-acid batteries. They offer longer lifespan, faster charging, lighter weight and deeper discharge capability. Compatibility should be checked with your charger, inverter, alternator charging system and overall system setup before upgrading.
How are Energy Eco products shipped?

Dangerous goods, including batteries: shipped via Border Express where required.

Smaller items: shipped via Australia Post where suitable.

Heavier items: shipped via TNT Road Express or other suitable freight providers.

Lightweight items suitable for PO Boxes: shipped via Australia Post where available.

Can I pick up my order?
Pick-up is available for selected products only. If your order qualifies, we’ll provide detailed instructions during checkout or contact you to arrange pick-up.
How long does shipping take?

Shipping times depend on your location and the carrier used:

  • Smaller items via Australia Post: generally 3–7 business days.
  • Dangerous goods and heavier items via TNT or Border Express: generally 1–10 business days.

You’ll receive tracking information once your order has been dispatched.

Why hasn’t my express order shipped immediately?
Express Shipping refers to the freight service used after your order has been packed and dispatched. It does not move your order ahead in the packing queue. If you need priority handling, please use our Skip the Queue service where available.
What happens if I enter the wrong delivery address?
Please check your delivery address carefully before placing your order. Once an order has been dispatched, we may not be able to redirect it. Any re-delivery, return freight or address correction fees charged by the courier may be passed on to the customer.
Do you ship internationally?
At this time, we only ship within Australia. If you’re located outside Australia and interested in our products, please contact us to discuss potential solutions.
Can I return special order or heavy items?
Some products cannot be returned for change of mind, including batteries, battery cabinets, special-order items, solar panels, oversized items and products over 30 kg. This does not limit your rights under Australian Consumer Law if a product is faulty, not as described or otherwise fails to meet consumer guarantees.
Do you offer warranties on your products?
Yes. All products come with a manufacturer’s warranty. Warranty details are provided with the product or can be found on the manufacturer’s website. If you need assistance with a warranty claim, please lodge a request through our Support Page so we can track and assign your enquiry correctly.
What happens if my item arrives damaged or faulty?
Please contact us immediately if your item arrives damaged or faulty. Freight damage claims must be lodged quickly, and photos may be required. We’ll work with you to resolve the issue, whether that is a replacement, repair, refund or warranty assessment where applicable.
Do you provide technical support?
Yes. We provide product support and technical guidance for products purchased from Energy Eco. This can include setup guidance, troubleshooting, product information and warranty support. We do not provide on-site installation. Final installation and electrical work must be completed by a qualified electrician or competent technician.
Need more help?
For order enquiries, contact us at info@energyeco.com.au or phone 02 8528 2866 during business hours. For technical support, warranty claims, product faults or troubleshooting, please lodge a request through our Support Page so we can track and assign your enquiry correctly.
Disclaimer
The answers in this FAQ provide general information about Victron Energy products, LiFePO4 batteries and our services. For specific details or recommendations related to particular models, configurations or applications, please consult the manufacturer’s documentation or contact our support team at Energy Eco for tailored advice.