Your Frequently Asked Questions
Answers to the most commonly asked questions at XO2.
XO2 is an organisation distributing cleaning supplies and washroom products Australia wide. Our national headquarters is on the Gold Coast in Queensland and we deliver from our central warehouses in Brisbane, Sydney, Melbourne and Gold Coast.
We are open Monday to Friday from 8am to 4.30pm (Australian Eastern Standard Time). We are closed on National and local public Holidays. Our website and online store is always open 24/7. If you call us outside business hours we'll record your message and call you back on the next business day.
The best way to contact us is whatever way suits you. During business hours you can phone us on 1300 123 499. Our customer care team are ready to help. You can also send the team an email by going to the Contact page on this website, filling out the form and clicking send. And if you're in the neighbourhood you could pop into the showroom at our head office. You're always welcome. However you want to get in touch, we're ready help in whatever way we can.
We have SDS (formerly called MSDS), Training Information Guides and Wallcharts available online for our chemicals. They can be found on the products page in the ‘How to. Training. Safety.’ section (mid way down page in a mint green banner.) Just click the document you require and up she’ll come in a new tab ready for view, download or print. You can get to the product page by either typing the product name into the search field (top right of page) or by navigating through our product range menu.
Yes, everywhere in Australia. If you require delivery to New Zealand or the South Pacific please contact us for details.
You are covered with XO2. Delivering your order to you in good condition is our responsibility. Once you have signed for or received your goods, damage or loss is then your responsibility.
You can return most new, unopened items within 7 days of delivery for a full refund. We'll also pay the return delivery costs if the return is a result of our own error (eg. you received an incorrect or defective item, etc.)
You should expect to receive your refund within two weeks of giving your package to the return courier (in some areas you may be required to drop the item to your closest depot), however in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the courier (5 to 10 business days), the time it takes us to process your return once we receive it (1 to 5 business days), and the time it takes to process your refund request (5 to 10 business days).
If you need to return an item, simply contact our customer service team today on 1300 123 499 (or hello@xo2.com.au) and they will happily guide you through the process.
It depends. When you are confirming your shipping details at checkout, you will see our ATL (Authority To Leave) option. If this is selected, you are giving the deliverer permission to leave the order without signature. This becomes your responsibility so we do not recommend selecting this service if you want your order delivered to a unit complex or apartment building. Oh, don't select it if you have dodgy neighbours either :) Make sure you write down in the special instructions section where you want the courier to leave your order. In a safe place.
If you do not select ATL, yes we require a signature on delivery. Goods will not be left outside a premises without a signature for security reasons. Please ensure your delivery address is attended during business hours, however alternative arrangements can be made on request.
No problems, we handle this. And the good news is that whilst there are extra costs associated with oversized, bulky, hazardous or dangerous goods items, we take the hit. Even if you don't make our free shipping amount, we will only charge you for general freight. Surcharges are our shout!
We value our customers A LOT! Special freight arrangements can be designed to ensure you save money and receive fast, accurate deliveries every time. To chat about your special requirements get in touch with us today.
Unfortunately couriers cannot deliver to post office boxes. But if that is the only way we can get to you, we'll make special arrangements for you. We can use Australia Post for you as they are a partner of XO2. The only exceptions to this is that we simply cannot send Dangerous Goods items OR bulky goods via Australia Post to a Post Office Box. Australia Post has a very strict policy on this. Please contact us to discuss any special requirements you might have as we are here to accomodate your needs.
Yes, but the items we export are limited and the places we deliver are limited to New Zealand and some Pacific Islands. We do not deliver to any other countries at this point in time.
Yes... you can use different shipping and billing addresses.
Please give our customer care team a call today on 1300 123 499 or send us an email from the Contact page on this website.
Go to your 'My Account' area. There are a range of self service options to change details in your account. Some areas are locked so just give our customer care team a call today on 1300 123 499 or send us an email from the Contact page.
Click on the 'Forgot Password?' link on the login page. Enter your email address and you'll be emailed what you need to access your account again and re-set your password.
When logged in, go to your 'My Account' area. You can download or print invoices in there.
We do offer accounts with terms to approved applicants. Please give our customer care team a call today on 1300 123 499 or send us an email from the Contact page on this website to request an application form.
Absolutely yes. XO2 accepts all major credit cards including Visa, Mastercard and American Express. It is important to us that your buying experience is easy, convenient and hassle-free.
Absolutely no. When you shop with us there is no surcharge for using your credit card.
Yes! Our opening hours are 8am to 4:30pm weekdays (Australian Eastern Standard Time.) We are very happy to speak to you for any advice you need and even take your order over the phone. Feel free to call us on 1300 123 499.
All prices are listed in Australian Dollars (AUD).
Yes. You only have to pay GST on applicable products for orders being shipped within Australia.
Yes. All pricing on the XO2 website is inclusive of GST (Goods and Services Tax). However, when you are checking out, the pricing is excluding GST, showing you your GST breakdown below the subtotal.
Once you have placed your order through XO2's website, you will get a confirmation email containing your order details. If you place your order before 2pm AEST, our commitment to you is to dispatch it same day. If there will be a delay in shipping your order, or if the item(s) you ordered are not available, or if we require more information to process your order, we will notify you. Shopping at XO2 is fun and we strive to make this experience simple, clear and enjoyable. If you have any questions at all, please feel free to contact us on 1300 123 499.
To find out the status of your order, login to your 'My Account' page. Go to your Orders area and you can quickly see the status. You will also receive an email with your tracking details and updates. Just click the link. If you need any more details, please call XO2's customer service team on 1300 123 499 or send us an email through the contact us page.
Once your order has been shipped from our HQ, you will receive and email with your tracking details. Just click the link and follow its progress. If you want to make any changes or need more details, please contact our customer care team.
If you were expecting your product to be delivered and you don't have it yet, that's not good, and we want to fix it fast. Before calling us please check with others at your delivery address who might have signed for the goods. If you have no luck, we will track your goods and find out what has happened or who signed for them and get back to you as soon as possible.
At XO2 we have very few backorders. We don't like them more than you don't! But in the rare case that we do backorder an item, we prioritise it and move heaven and earth to get it to you fast. We also let you know at the time of your order in case you want to change it to something else, cancel it or something else. For additional backorder updates, please call the XO2 team on 1300 123 499.
If you feel that there is an item missing from your delivery, please contact customer care urgently (within 72 hours of receiving the product.) We record the name of the person who packs each shipment so in the event of something being missing we can get their help to solve the problem.
If you feel that you have received the wrong product, please contact us straight away (within 72 hours of receiving the delivery) so we can sort it out for you.