FAQ

Our products are NOT tested on animals and are all environmentally friendly and tested to be safe for use in all types of wastewater treatment systems.

Standard instructions can be found on the containers and are available in the product description on the website. In addition, as our customers situations are all different, we will also include tailored instructions with your receipt. These will either be emailed or mailed to you.

No, our products are non-toxic and contain no harsh chemicals. The same characteristics that help unclog drains and fix septics also make it a highly effective cleaner….so it is particularly ideal for cleaning if you have sensitive skin or allergies.

Bacteria are essential to breakdown waste, without bacteria the waste breakdown process could not take place. In wastewater systems, odours and blockages are most commonly caused by organic waste which can only be broken down by natural bacteria.

Some of our products contain bacteria to rectify a lack of necessary bacteria in a wastewater system that’s inhibiting the waste breakdown process which results in odours and blockages. By introducing essential, beneficial, safe bacteria waste is broken down and the wastewater system can function as intended.

Some of our products contain purified, non-pathogenic natural micro-organisms without having undergone any transformation by genetic engineering. These micro-organisms belong to risk group 1, the lowest risk classification and are non-hazardous.

Yes, you need to create an account to place an order. The benefit of having your own account is that we can securely store your details which makes it easy for you to keep track your orders and to make future purchases.

To register for an account please visit the account page and follow the prompts.

To sign up to our newsletter, you can subscribe in the footer of our site. Alternatively, if you register for an account on our site or place an order with us, you can opt into our newsletter during the registration process.

To recover your password please visit the account page, then click on ‘Lost your Password?’ link. A temporary password will be emailed to you at the address you registered with. Use the temporary password to sign into your account and reset your password. Your new password must be at least 10 characters in length, containing a capital letter, a number and a non-alphanumeric character (ie: $%&*!? etc).

To reset your password please visit the My Account page, then click on ‘Lost your Password?’ link. A temporary password will be emailed to you at the address you registered with. Use the temporary password to sign into your account and reset your password. Your password must be at least 10 characters in length, containing a capital letter, a number and a non-alphanumeric character (ie: $%&*!? etc).

Login to your account by entering your details in the ‘Login’ section on the left hand side of the My Account page. Click on the ‘Account Details’ and ‘Addresses’ tabs, here you will find all of your details and you can update them anytime you like. Update the details you would like to change and then click ‘Save Changes’.

Our Customer Service team can help you with any questions you have. Call us on 1800 633 866 Monday – Friday 7am – 5pm AWST or email us at [email protected].

The delivery address for an order must be a valid address and unfortunately the delivery address cannot be amended once the order has been paid for and has been processed.

Please contact us at 1800 633 866 Monday – Friday 7am – 5pm AWST or email us at [email protected] and let us know that you would like your delivery address updated. If your shipment has already been processed we may not be able to update the delivery address.

In the event that the wrong address had been entered at the checkout, and the package is delivered, EcoCare Australia will not be liable for any replacement or refund. You may also incur additional postage costs for changing the address for undelivered parcels with a wrong/invalid address, so be sure to carefully enter your address at the checkout.

You sure can! Call our friendly Customer Service team on 1800 633 866 Monday – Friday 7am – 5pm AWST or email us at [email protected] and we’ll be able to help you.

At EcoCare Australia, we accept Visa and MasterCard online and over the phone. We take security very seriously – we do not store your credit card details and the data you enter is securely encrypted meaning you can shop with us in complete confidence.

We also accept online payments via PayPal. Your payment details and the transaction is handled and processed directly in the PayPal portal. For more details about PayPal, visit the PayPal website.

Once you have checked out and paid for your order, you can’t cancel your order as we have already started processing it. Once you receive your items, you can return or exchange anything you don’t want. Please see our Returns page for details.

If you haven’t paid for your order yet, you can remove items from your cart by clicking on the grey ‘X’ beside the product in the checkout.

Once you have checked out and paid for your order, you can’t change your order as we have already started processing it. Once you receive your items, you can return or exchange anything you don’t want. Please see our Returns page for details.

Once you place an order with us, you’ll receive an email to let you know that we have received your order and that it is being processed. Once your parcel has been picked up by the carrier, you will receive another email to let you know your parcel is on its way. The email will contain a unique Tracking ID and you will be able to use to track your parcel’s progress.

Depending on the carrier, further communication by either email or SMS is to be expected to update your on your order’s status.

Some of our products are available for purchase online and others are only available by contacting us.  This is because in some circumstances we need a better appreciation of your circumstances to make sure we provide you with the best advice and products to meet your needs.  Reach out to one of our friendly consultants who can assist you with a tailored solution for your specific situation.

Our products are also available through our appointed distributors.

You can contact us and we can send you a price list for the products you are interested in. We don’t offer online purchase for some of our products to prevent customers from purchasing the wrong product for their situation. We would rather you speak to us before making an incorrect order so that we can make recommendations on which product, and what quantity, is most suitable for your circumstances.

Contact us so that we can recommend the best product for your needs.

Some of our products are available for purchase online and others are only available by contacting us.  This is because in some circumstances we need a better appreciation of your circumstances to make sure we provide you with the best advice and products to meet your needs.  Reach out to one of our friendly consultants who can assist you with a tailored solution for your specific situation.

When you’ve found something you’d like to purchase, click on that item to open the product page. Choose your container size and fragrance option, select the number of items you want and click ‘Add To Cart’ to add the item to your shopping cart.

To see what you have in your cart, visit the cart page or click on the little shopping trolley icon in the top right corner. When you are ready to checkout click the ‘checkout’ button underneath your product information and follow the prompts.

Have a look at the ‘How Much Should I Order’ guide – there are links in every product page to help you select the right size container for your situation. If you need further assistance, you can contact us.

Visit the cart page or click on the little shopping trolley icon in the top right corner. Once you are in your cart, find the item you want to remove and click the grey ‘X’ to remove it from your cart.

When you’re ready to check out and have added the product/s to your cart, visit the cart page, or click on the little shopping trolley icon in the top right corner, and follow the prompts.

We only accept Australian Dollars (AUD).

You will be charged once you have completed your order and your payment is processed.

When you’re ready to check out, click on the little shopping trolley icon in the top right corner. Under your order Subtotal you can click the plus sign beside “Got a promo code?” and enter your code.

Please call us to place your order and you can inform us over the phone that you would like to use your referral discount.

If you have bought an item that is out of stock, we will email you to let you know it isn’t available. You will receive a full refund for the item.

Yes, you will receive a confirmation email once you have placed your order stating what you have ordered, when you ordered it and amount paid.

No you do not, you can always view your previous orders in your My Account page.

Once you order has been shipped you will receive a shipping confirmation email.

Yes you do as this is your proof of purchase. Should you ever wish to return an item/s you purchased from our online store you will be required to produce this. You will also require this for any warranty claims.

If you bought items from us and you want to exchange them for a different item:

• You are able to do this, however it is a refund and re-order process rather than a regular exchange.
• All product that is sent back to us in its original condition will be refunded. A new order will need to be placed for the new product you are wanting.
• If you would like to place a new order straight away, place the order as normal via the website or you can contact our customer service team on 1800 633 866 and we can place your order for you. You will be charged for the new order at the time the order is placed. You will receive the new order within 7-10 business days (plus processing times) of when you receive the shipping confirmation email.
• At a time that suits you, return the original items with your returns form/proof of purchase/tax invoice that you received with your shipping confirmation email. Please see our Returns page for details.
• Once the product is received and your return is approved, a refund will be processed via your original payment method. We will email you to let you know when the refund has been processed.

All returns for exchange are only valid for 30 calendar days from the date you receive the original order of goods.

If your parcel is returned to sender then we will contact you when we receive the parcel back at our warehouse. If you would like the parcel sent back to you then the parcel will be re-sent via regular mail. If we are not able to get in contact with you then a refund will be processed via your original payment method.

Call us on 1800 633 866 Monday – Friday 7am – 5pm AWST or email us at [email protected] and our customer service team can help you.

Call us on 1800 633 866 Monday – Friday 7am – 5pm AWST or email us at [email protected] and our customer service team can help you.

If you have bought an item that is out of stock we will contact you to let you know it isn’t available & refund you for that item. Should you wish to purchase a replacement item, contact our Customer Service Team on 1800 633 866.

Yes, once we ship your order, your Tracking ID can be found on the email that is sent to you.

If you have any questions, then you can contact our customer service team on 1800 633 866 or [email protected] and they will be able to provide you with your tracking number.

We deliver to any address or PO Box in Australia.

Orders are typically picked and dispatched within 1 day. During peak times, this may vary, and it may take 1-2 days before your order is dispatched.

Standard shipping times are 7-10 business days Australia wide.

Yes, you can nominate a billing and a shipping address at the time you make your purchase and these can be different. Please note we only deliver to addresses in Australia.

If your parcel is returned to sender then we will contact you when we receive the parcel back. If you would like the parcel sent back to you then the parcel will be re-sent via regular mail. If we are not able to get in contact with you then a refund will be processed via your original payment method.

Yes, we deliver to PO Boxes. The courier will leave a note in your PO Box that you need to take to the post office counter to sign for your parcel.

If your order is for more than 20L, your order will be shipped with Star Track Express. Star Track Express do not deliver to PO Box addresses. A street address will be required for all deliveries greater than 20L.

Depending on the carrier, a note will be left for you to collect your parcel from the nearest post office or depot.

For all customers with an Australian delivery address, we have FREE standard shipping on orders $75 and over. For all orders under $75, a standard shipping rate of $12 will apply to your order.

If no one is present when the carrier attempts delivery, they will leave a calling card and make the consignment available for collection from a nearby post office or depot.

All parcels greater than 500g need to be signed for on delivery. If no one is available to sign at the time of delivery, the carrier will leave a calling card for redelivery.

Yes, we will email you a shipping confirmation email when we send your order. Following this email, you will also receive an email with a unique Tracking ID to allow you to track your parcel. Additional communication by email and SMS is to be expected from the carrier to organise a smooth reception of your parcel.

Your tax invoice is your proof of purchase, so make sure you hang on to it in case you need to return or exchange items, as well as for warranty claims. We will email it to you once your order is complete and you can now view it in your My Account page.

Call us on 1800 633 866 Monday – Friday 7am – 5pm AWST or email us at [email protected] and our customer service team can help you.

Yes, you will need to cover the shipping costs for your return parcel. EcoCare Australia is not liable for any items you return to us that are lost or damaged in transit.

You can return goods within 14 days from the date you received your order. For our full Returns Policy please click on the Returns link in the footer of any page.

Make sure that the items in the parcel are well protected and that they won’t be damaged during transit. In the parcel you must include a copy of the packing list we sent you as well as the printed, completed Return Request Form (download the form here). Please post the parcel to our Returns Department:

EcoCare Australia Returns
PO Box 478 Belmont WA 6984

We will issue a refund via your original payment method.

To return the goods you have purchased either online or through our sales consultants, you must notify us in writing within 48 hours or receiving the goods and then send them back to us within 14 days from the date you received your order. We can only accept goods in original condition with tags attached. You must include a copy of the packing list we sent you as well as the printed, completed Return Request Form (download the form here). Please post the parcel to our Returns Department:

EcoCare Australia Returns
PO Box 478 Belmont WA 6984

We will contact you once your refund has been processed.

Call us on 1800 633 866 Monday – Friday 7am – 5pm AWST or email us at [email protected] and our customer service team can help you.

Call us on 1800 633 866 Monday – Friday 7am – 5pm AWST or email us at [email protected] and our customer service team can help you.

We do have distributors located throughout Australia. Head to our Distributor Locator page, enter the address, city or postcode of the area for the distributor you’re looking for, select Residential or Commercial distributors from the drop down menu and click ‘Search’.  Alternatively, give us a call on 1800 633 866 and our friendly consultants will assist you to find a distributor in your area.

Please note that some distributors only carry a limited range of our products and you should check product availability with the distributor prior to visiting.

Our online store is open 24 hours a day, 7 days a week.

Our Customer Care team are available on 1800 633 866 Monday – Friday 7am – 5pm AWST.

There are a few ways you can give us your feedback:

• Fill in the form on our Contact Us page.
• Call us on 1800 633 866 Monday – Friday 7am – 5pm AWST

Email us at [email protected]

Head to our Distributor Locator page, enter the address, city or postcode of the area for the distributor you’re looking for, select Residential or Commercial distributors from the drop down menu and click ‘Search’.  Alternatively, give us a call on 1800 633 866 and our friendly consultants will assist you to find a distributor in your area.

Please note that some distributors only carry a limited range of our products and you should check product availability with the distributor prior to visiting.

No, the promotions advertised online are only available through the online store unless otherwise stated.

There are a few ways you can report an error:

• Fill in the form on our Contact Us page.
• Call us on 1800 633 866 Monday – Friday 7am – 5pm AWST

Email us at [email protected].

View our Privacy Policy for more details.

Head to our Distributor Locator page, enter the address, city or postcode of the area for the distributor you’re looking for, select Residential or Commercial distributors from the drop down menu and click ‘Search’.

Thinking of becoming a distributor? Fill out the application form and we will get back to you with more information.

Call us on 1800 633 866 Monday – Friday 7am – 5pm AWST or email us at [email protected] and our customer service team can help you.

Contact EcoCare Australia

Head Office

• 40 Hargreaves StreetBelmont WA 6104
• PO Box 478 Belmont WA 6984
• Ph: 1800 633 866
• [email protected]