FAQ
Returns & Product Assistance
How To Handle Return and Exchanges?
Returns & Exchanges
You can return or exchange any item if:
- It’s still in its original, unopened packaging
- You changed your mind, ordered the wrong item, or received a faulty product
If you bought it from our website, please email our online team to arrange the return.
Before sending anything back, please read our full Returns & Warranty Policy for more details
My Item Arrived Damaged — What Should I Do?
If your item arrives damaged, please email our online team as soon as possible.
They may ask for photos of the damage to help decide whether the item will be repaired, replaced, or refunded.
Please make sure to keep all original packaging, as it may be needed to return the item for replacement.
What should I do if I entered the wrong address?
Please contact us as soon as possible before your order ships. Once it’s dispatched, we can’t change the address.
 How to Choose the Right Chemical for Your Job?
Choosing the right cleaning chemical depends on what you’re cleaning and what kind of dirt or stain you’re removing.
Here are a few quick tips to help you decide:
🧽 Identify the surface – Is it glass, stainless steel, concrete, tiles, or plastic. Always choose a product safe for that surface.
💧 Know the problem – Are you removing moss, mould, algae, grease, water stains, or rust?Different problems need different products (e.g., mould remover vs. glass cleaner).
⚠️ Check the strength – Some chemicals are concentrated and need to be diluted with water before use. Always follow the label instructions for safe and effective cleaning.
🧤 Think about safety – Wear gloves, masks, and protective gear if required, and make sure the area is well-ventilated.
📖 Read the label or ask us – Each product has a description and directions for use. If you’re unsure, contact our team, and we’ll help you choose the right product for your job.
Can’t Find the Product You’re Looking For?
If you can’t find the product you’re looking for on our website, don’t worry — we’re here to help!
Please email or message our team, and let us know what product you need.
We may have it in stock but not yet listed online, or we can recommend a suitable alternative.
Our team will get back to you as soon as possible with the best option for your needs.
About Orders and Shipping
How do I place an order?
You can easily place an order through our website. Just add items to your cart, proceed to checkout, and follow the steps to complete your purchase.
Do I need an account to order?
No, you can check out as a guest. However, creating an account lets you track orders, view order history, and make reordering faster.
How long does shipping take?
North Island: 1–3 business days
South Island: 5–6 business days (delivery times may vary due to weather or courier delays)
📦 Separate delivery charges apply for South Island orders.
How much is shipping?
hipping costs depend on your location and order size.
- North Island – Standard rate
- South Island – Calculated based on Post Haste or ChemCourier rates
(Delivery charges are not in our control.)
Can I track my order?
Yes! Once your order has shipped, you’ll receive a tracking number by email so you can follow your delivery status.
Can I change or cancel my order after placing it?
If your order hasn’t been shipped yet, contact us immediately at sales@ecoconsumables.co.nz to make changes or cancel. Once shipped, changes can’t be made.
My order hasn’t arrived yet — what should I do?
First, check your tracking link for updates.
If there’s no movement after a few days, email us at sales@ecoconsumables.co.nz with your order number, and we’ll follow up with the courier.
Can I order in bulk?
Yes, we offer bulk and wholesale options for businesses. Contact us for custom pricing and delivery arrangements through email or ring us.
About Refunds & Payment Options
What payment methods do you accept?
We accept a variety of secure payment options, including:
- đź’ł Visa & Mastercard
- 🏦 Bank Transfer
- 🧾 Invoice for approved business customers
All payments are processed securely to protect your information.
Can I pay by bank transfer?
Yes, you can!
Simply select Bank Transfer at checkout, and you’ll receive our account details to complete payment.
Your order will be processed once payment is received.
Can I get a refund if I’m not happy with my purchase?
Refunds are available for unused products returned in their original packaging.
Once your return is received and inspected, your refund will be processed back to your original payment method.
How long does it take to receive my refund
Refunds are usually processed within 3–5 business days after we receive your returned item.
Depending on your bank, it may take a few extra days for the funds to appear.