COVID-19 update FAQs
During this uncertainty, the safety and well being of our customers, people and partners is our number one priority. We are working around the clock to ensure Eco R Us family – that includes you – remain as safe as possible during this time, and have in place a number of added precautionary measures. We’ve listed these below in the hope they will answer some of your questions.
Every day, we wake up to new headlines and are hit with constant alerts on our phones as the need to distance ourselves socially increases. It can be overwhelming, frightening even. It’s time to come together, to unite, to act responsibly and to care for those around us. To put measures in place that bring us closer than ever before – in spite of physical distance.
We are working hard to bring you all that you expect from Eco R Us and more – so you can keep on shopping if you wish, without worry. We will continue to bring you a Eco-friendly products, but we will put most of our efforts into being here for each other - sharing stories from you and our team on the little things each day that are keeping us going and keeping us connected.
We have dedicated and highly-experienced teams closely monitoring the latest advice from the World Health Organisation (WHO), along with local and national Government bodies to review our approach as the situation in Australia and New Zealand evolves.
For answers to the questions you have asked, please see below. We will keep this page updated as information is made available to us and our situation evolves.
Why we're still open
Today more than ever, e-commerce services are providing a vital service to people across our country and we are committed to being a part of this to help local communities continue purchasing environmentally friendly items in these times of uncertainty. We are confident in the series of preventative measures put in place for our workforce. Our dedicated COVID-19 Task Force is constantly monitoring and adapting our approach in line with government, local and World Health Organisation guidelines to ensure our people, who depend on us for a steady income, can continue to work in the safest possible way.
We are working closely with our delivery partners to ensure parcels arrive in the safest way possible. This includes drivers conducting contactless deliveries and ensuring they have access to hand sanitiser, using protective gloves and are adhering to hygiene precautions as advised by local government and health authorities. Click on the links for further information around additional measures our delivery partners like Australia Post are doing to keep customers safe. We are not offering pick up at this current time.
Packaging and orders
Your orders are safe: our warehouse is being cleaned more frequently and rigorously. We are following advice from the World Health Organisation and local health authorities and all our packaging staff have increased access to hand sanitisers, along with personal protective equipment where required and relevant.
Our Wearhouse staff are upholding high hygiene standards as advised by the World Health Organisation and local health authorities when collecting and inspecting returns, including the use of gloves and strict hand sanitisation procedures.
Looking after our family
We have a number of extra ways we’re supporting our teams during this time across all areas of our business. Team members of Eco R Us who can complete their job offsite are currently working from home.
For our key operations, where our people continue to work on site (such as our wearhouse, Customer Service and Production teams), we are committed to going over and above when it comes to health and safety. Our priority is taking all actions and precautions to protect our team on the ground, and to ensure they feel safe and comfortable in their working environment. These measures include, but are not limited, to:
• It goes without saying that in these uncertain times, any employee who is in a vulnerable or high risk group who feels anxious about coming to and from work, are absolutely supported in their decision to stay at home or in arranging flexible work-from-home options.
• We have enabled split working hours (i.e. teams are split into multiple groups so only one team is on site at one time) for all employees who continue to go to work on site at our Warehouse, Customer Service and Production hubs. This allows for greater physical distancing (1.5 metres distancing and one person per four square metres) between employees as required by the Australian Government. We’re also providing hand sanitisers and personal protective equipment to all staff, and frequently disinfecting all sites several times daily (including in between shifts) to ensure we’re creating the safest environment possible for our team.
• We require all employees and third parties arriving on site to have their temperature checked and complete a health declaration form on a daily basis before entering the work site.
• We have worked together with our logistics partners to ensure loading and unloading of materials and parcels at our sites are conducted at safe distances.
• We continue to offer our Employee Assistance Program (EAP) which is accessible to all employees and their immediate family for counselling and support.
Please feel free to email us or call us and we will try and answer all of your questions.
We are stronger together and here for each other.
Take care, be creative, and keep in contact.
Eco R Us Team
Not a problem – our office is staffed from 9:00am – 5:00pm AEST from Monday to Sunday. You can call us on 1800 32 33 34 , put a message in the Contact page or send us an email with your phone number and a convenient time for us to call and we will be in touch.
Deliveries on weekends or public holidays cannot be arranged. Please contact us to negotiate any special delivery requirements. We may be able to deliver Sat and Sunday Local Victoria Only and by special arrangements. Please contact us via email or phone to arrange.
You can pay via PayPal or Creditcard – Visa or Mastercard – details are shown on the CHECK OUT page. You can also pay via direct deposit, this option will be shown in the latter stages of the checkout. Or if it is more convenient, we can take card payments over the phone; simply call us on 1800 32 33 34 during office hours. All transactions are processed in Australian dollars.
Delivery can take from 3-10 working days from date of order although most items will be dispatched within a 2-4 day timeframe. Products are warehoused in different centres in NSW, Victoria, Queensland and WA so delivery time will vary depending on your choice of product and your delivery address.
As we are solely an online store we do not have any displays of our products available to view. However, if you need any further information or clarification on a particular product, please call our 1800 32 33 34 number and speak to one of our friendly customer service team who would be more than happy to assist you. In Some cases we may be able to arrange viewing of some products in Victoria only and by prior appointment.
At Checkout we accept all Major credit cards Visa, Mastercard, American Express and others thorugh Paypal. We also do direct banking transfer. Please get in contact with us if you have any questions or concerns.
Dispatch will happen within 2-4 business days. Once shipped out it should take around 7-10 business days to be received depending on location. We will only send out goods once order is paid for in full. If you have any questions or concerns please contact us.
Returns and change of mind. There will incur a 20% Restocking fee if sending goods back. We offer a refund minus any fees applicable if used paypal to pay within 7 days if doing a pre-order, after this time we give a store credit.
Returns, yes we do offer returns, the return postage is paid for by the customer, we also have the right to claim the cost of freight that we incurred to send the item to you. If returning an item because of a damaged part, the cost to return the item would be paid for by the customer, as outlined under consumer law, opting not to accept a replacement part to fix a damaged product means the consumer covers return freight costs if they want to return and refund. Goods must be received in their original packaging and fit for resale.
We will Exchange only not refund if goods are unopened in original sealed condition as received within the first 7 days. If goods are faulty we will either send a replacement or parts needed.
(If purchased food service products we will not exchange or refund if been opened as to abide with OHS safety.)
Live worms - we will replace worms or give a store credit we do not refund as these are live animals and unfortunately some carriers arn't kind to them.
We Donate $1 from every sale to Oz Harvest. ( OzHarvest is the largest food rescue charity in Australia collecting quality excess food from many food providers and outlets. ... Their regular food deliveries to charities enable them to reduce their food spending and redirect vital funding into education, rehabilitation and other services." ).
We sell products that are good for the environment are biodegradable, compostable and break down. Some of our items are also rechargeable and reusable which makes them environmentally friendly. Others are made of recycled Materials and help reduce waste that end up in our landfills.