Customer Help

Answers to Your Questions

Common purchase queries answered

Orders and Shipping

You will be pleased to know that we offer two convenient shipping options for your order. Our Free Standard option typically delivers within 2-5 working days* for most areas, with tracking provided for your peace of mind. Alternatively, our Express service usually delivers within 2-3 working days* for most areas, also with tracking included. We know that time is of the essence, which is why we strive to ship all orders placed before 3 PM (AET) on the same business day. Though shipping times can vary, we are always here to assist you with any questions or concerns you may have. Trust us to get your items delivered as swiftly as possible. For more details, please visit our Shipping Policy page.

To create an account on our website, simply go to ‘My Account,’ fill in your details, click “Submit,” and wait for a confirmation email. If you need any further assistance, please don’t hesitate to contact us.

Please use the contact form to update your address. Kindly ensure to do so before 3 PM (AET) the following working day. For more details, please visit our Shipping Policy page.

Rest assured that once your order has been dispatched, you will receive a tracking link via email. Alternatively, you can visit our Order Tracking page, where you can enter your order number and the email address used for your order to monitor your order’s current status. If your order has already been dispatched, the tracking number will appear under ‘Order updates,’ and you can use this number to track your delivery status on the Australia Post or Sendle Courier tracking pages. For more details, please visit our Shipping Policy page.

No. You can be confident that we take your security seriously. We implement strict measures to protect your information, including never storing your credit card details. Rest assured that your safety and privacy are our top priorities. For more details, please visit our Privacy Policy page.

Please note that all prices displayed include the Goods and Services Tax (GST), and no additional tax fees will be applied. For more information about our ABN and ACN, please visit our About Us page.

We may be able to ship to your country. Please contact us directly to discuss this further. For more details, please visit our Shipping Policy page.

At Elemex, we offer a variety of secure payment options to ensure your shopping experience is convenient and safe. We accept the following payment methods:

  • PayPal: Use your PayPal account for fast and secure payments.
  • MasterCard and Visa: We accept major credit and debit cards, including MasterCard and Visa.
  • AfterPay: Buy now, pay later with AfterPay. Split your purchase into interest-free installments.
  • Zip: Enjoy flexible payment options with Zip, allowing you to buy now and pay later.
  • Apple Pay: Use your Apple devices to make secure purchases through Apple Pay.
  • Google Pay: Easily pay using Google Pay on your mobile or desktop device.
  • Bank Transfer: We also accept direct bank transfers for your convenience. (Please include your order number in your payment)

We are committed to providing you with a secure and flexible payment experience. If you have any questions about payment methods or need assistance, please feel free to contact our customer service team.

If you need to swap an item

Returns and Exchanges

If you believe the product you received does not align with your order, please contact us within 30 days. Our team will promptly investigate the matter and take the necessary steps to resolve the issue. For more details, please visit our Warranty Policy page.

We kindly request that in the event your order sustains any damage
during shipping, you promptly notify us. Our team is committed to
ensuring your utmost satisfaction and will make every effort to address
any issues promptly and professionally. We appreciate your understanding
and look forward to serving you again in the future. For more details, please visit our Warranty Policy page.

All returns can be sent to the following address:

Elemex Pty Ltd
PO Box 566
Macclesfield SA 5153
Australia

Please visit our Refund and Returns Policy page for more details.

Our support team is available through the following methods:

• Call us at (+61) 450 400 077 [Mon-Fri 8 AM-6 PM | Sat 9 AM-5 PM | Closed on Sundays and public holidays].
• Email us at info@elemex.com.au.
• Use our contact form here.
• Request a text or call back (available on product pages).

We will do our best to respond to your inquiry as quickly as possible.

Please use the contact form to update your address. Kindly ensure to do so before 3 PM (AET) the following working day. For more details, our Shipping Policy page for more details.

You can modify or cancel your order before it’s dispatched. Just reach out to us and we’ll be happy to help. Kindly ensure to do so before 3 PM (AET) the following working day. Your satisfaction is our top priority, so don’t hesitate to let us know how we can assist you. Please visit our Refund and Returns Policy page for more details.

Absolutely! Don’t let a sold-out item discourage you from getting what you want. You can always place a back-order and be one step closer to finally having your desired item. Rest assured that as soon as it’s restocked, your item will be dispatched straight to you. Keep the faith and trust that your patience will pay off!