Eco Traders FAQs
Answers that help before you need support.
Find practical answers on orders, shipping, returns, subscriptions, product questions and Click & Collect. If you still need help, our support team is easy to reach.
This page is designed to solve the most common questions quickly, so you can get back to shopping or sort an issue without extra back-and-forth.
Helpful links
Common support starting points.
Frequently asked questions
Straight answers for the questions shoppers ask most.
How quickly will I receive a reply?
We aim to reply to email enquiries within 1 business day. During busy periods it may take a little longer, but we do our best to get back to you as quickly as possible.
What details should I include if I am asking about an order?
Please include your order number, the email address used at checkout, and a short description of the issue. If something arrived damaged, incorrect or incomplete, photos are very helpful.
How can I track my order?
Once your order has been dispatched, you will receive a shipping confirmation email with tracking details. If you cannot find it, check your junk or promotions folder first, then contact us with your order number.
How much does shipping cost?
Shipping rates are calculated at checkout based on your order and location. Free shipping thresholds and delivery options are shown in your cart and checkout where applicable.
How long will my order take to arrive?
Orders are usually dispatched within 1 to 2 business days. Delivery timing then depends on your location and the service selected at checkout.
Can I change or cancel my order after it is placed?
If your order has not yet been packed or dispatched, we may be able to help. Contact us as soon as possible with your order number and requested change, and we’ll let you know what is still possible.
What should I do if my order arrives damaged, incorrect or incomplete?
Please email us as soon as possible with your order number, a short explanation, and clear photos of the item and packaging. This helps us assess the issue quickly and arrange the right next step.
Can your team help me choose the right product?
Yes. We can help with general product questions, ingredients and suitability. For the clearest answer, tell us the exact product name and what you are comparing or looking for. If you have a medical condition, take medication, or are unsure whether a product is suitable for you, please speak with your healthcare professional.
Do you offer Click & Collect?
Yes, eligible orders can be collected through our sister business, BuyNatural, in Woy Woy NSW. Click & Collect only appears at checkout when your cart and order are eligible.
How do Auto-Deliver and subscriptions work?
Auto-Deliver lets you receive eligible products on a recurring schedule. You can review billing, skips, pauses and other subscription details on our Auto-Deliver & Subscriptions page.
Do you offer returns or refunds?
Yes. Returns and refunds are handled in line with our Returns & Refunds Policy. If you think there is an issue with your order, contact us with your order number and details so we can guide you on the next step.
Do I need an account to place an order?
No. You can check out as a guest. An account can make it easier to review past orders, log in faster and manage some account-based actions later.