FAQs

Frequently Asked Questions

Orders & Shipping

Where do you ship to?

We ship worldwide to 50+ countries including Australia, USA, UK, Europe, Canada, New Zealand, Singapore, Japan, and many more. Your exact shipping options are shown at checkout.

How long does delivery take?

  • Australia: 3–7 business days standard, 1–3 business days express
  • USA & Canada: 8–15 business days standard, 5–9 business days express
  • UK: 8–14 business days standard, 5–8 business days express
  • Europe: 10–18 business days standard
  • Asia Pacific: 7–14 business days standard
  • Rest of World: 14–25 business days standard

Delivery timeframes begin once your order has been dispatched. Delays may occur during peak periods or due to customs.

How do I track my order?

You'll receive a tracking number by email once your order is dispatched. Visit our Track Order page or use the link in your shipping confirmation email.

Is free shipping available?

Yes. Free standard shipping on all orders over $150 AUD worldwide.

Where do products ship from?

Our products ship from fulfilment centres located in Australia and internationally, depending on your location and which products you've ordered. This allows us to get your order to you as quickly as possible. All orders are fully tracked from dispatch to delivery.

Returns & Guarantee

What is your return policy?

We offer a 30-day return policy from the date of delivery. If you are not satisfied with your order for any reason, email us at support@eltsydney.com.au with your order number and we will guide you through the return process. Please see our full Return Policy for details.

What is the 24-Month Guarantee?

Every ELT Sydney product comes with a 24-month performance guarantee. If your product develops a manufacturing defect or fails to perform as described within 24 months of purchase, we will replace it at no cost to you. This is in addition to your rights under the Australian Consumer Law.

My item arrived damaged or incorrect — what do I do?

Email us at support@eltsydney.com.au within 7 days of delivery with your order number and a photo of the issue. We will resolve it promptly at no cost to you.

Products

Are your products genuine quality?

Every product in our store is selected after thorough research into materials, construction, and real-world performance. We only list products that genuinely solve the problem they claim to. If a product doesn't meet our standards, it doesn't make it into the store.

Do you sell genuine products — not counterfeits?

Yes. All ELT Sydney products are sourced directly and sold as described. We do not sell counterfeit or misrepresented goods.

Payments

What payment methods do you accept?

We accept Visa, Mastercard, American Express, PayPal, Apple Pay, and Afterpay (buy now, pay later — available to eligible customers).

Is checkout secure?

Yes. All transactions are processed through Shopify Payments using bank-level SSL encryption. We never store your card details. ELT Sydney is PCI-DSS compliant through Shopify.

Will I be charged in AUD?

All prices are listed in Australian Dollars (AUD). Your bank or payment provider may apply a currency conversion fee if you are paying from outside Australia.

Legal & Privacy

Is ELT Sydney a registered business?

Yes. ELT Sydney is an ABN-registered Australian business operating under the laws of New South Wales, Australia.

How is my personal data handled?

We take your privacy seriously. Please read our full Privacy Policy for details on how we collect, use, and protect your information in accordance with the Australian Privacy Act 1988.

Contact

How do I get in touch?

Email us at support@eltsydney.com.au. We respond within 24 hours, every day including weekends. Every message is read and replied to by a real person — no chatbots.