Your Frequently Asked Questions

We are open Monday to Friday from 8am to 4.30pm (Australian Eastern Standard Time). We are closed on 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 in to 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.

Yes, everywhere in Australia. If you require delivery to New Zealand or the South Pacific please call 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 four 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 (3 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 and they will happily guide you through the process.

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.

Oversized, bulky, hazardous or dangerous goods may incur addition freight charges. If there are any additional charges, you will be contacted for approval before dispatch. If you do not approve of the additional delivery charge and do not want to go ahead, just cancel your order. In Australia, because of the size of our great country, some goods (especially dangerous goods in small quantities) may be uneconomical to freight, especially to remote areas.

We value our regular customers. 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.

No, unfortunately couriers cannot deliver to post boxes and our delivery is not complete until we get a ‘proof of delivery’. That includes name, date, time and signature. There are a few exceptions to this policy so please contact us to discuss any special requirements you might have. Please keep in mind that many products that we supply are not accept by Australia Post as suitable for their postal service.

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.

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.

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.

Click on the 'Forgot Password?' link on the login page. Enter your accounts email address and you'll be emailed what you need to access your account.

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.

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. If you need any more details, please call XO2's customer service team on 1300 123 499.

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.