Frequently Asked Questions

Get fast answers to the most commonly asked questions.

To save you time, we've compiled answers to the questions we get asked most often. Hope they help.

Top FAQ's

Our national headquarters is on the Gold Coast in Queensland, where Australia shines :)

Our website and online store are always open 24/7! Our team are always on duty Monday to Friday from 8am to 4:30pm (Australian Eastern Standard Time) and closed on national and local (Gold Coast) public holidays. 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 to help in whatever way we can.

We have SDSs (Safety Data Sheets), Training Information Guides (TIGs) and Wall Charts available online for all of our chemicals.

For SDSs head to the Safety Data Sheet page on this website or go directly to the product page where you'll find a link to view, download or print the pdf. 

Delivery & Shipping FAQ's

Yes, we deliver everywhere in Australia. To learn more about XO2's delivery policy in your area click here to go to our Delivery & Shipping page.

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.

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 delivery person permission to leave the order without a signature. If the delivery is stolen or damaged that will be your responsibility. We do not recommend selecting this service if you want your order delivered to a unit complex or apartment building. Oh, and 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.


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 problem at all, we handle this. A lot of our orders come under this category. 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.

Yes, we can deliver to a Post Office. This service is carried out for us by Australia Post delivery service. The only exceptions to this are 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 accommodate your needs.

Note: Couriers do not deliver to post office boxes.

Yes, XO2® is exporting to Fiji, Papua New Guinea, New Zealand, Norfolk Island and a bunch of other places in the South Pacific.

Yes... you can use different shipping and billing addresses.

Customer Account FAQ's

Click the 'Sign In' area located on the top right hand side of our website. Then click 'Register' and follow the steps to create your new account.


We have a range of account options and features for business. For example, we can set you up with the ability to have as many sub-accounts, departments or sites as you like under your one user account. Please give our customer care team a call today on 1300 123 499 and they will set it up for you.

Go to your 'My Account' area. There is 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 reset 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. To see if a credit account is suitable for you, and to complete and application, please go to the XO2 Credit Account Application. Alternatively, give us a call on 1300 123 499 or send us an email from our Contact Page to discuss our account options.

Online Ordering / Shopping FAQ's

Does XO2 accept credit card payments?

Absolutely yes. XO2 accepts all major credit cards including Visa, Mastercard, American Express and Diners Club. It is important to us that your buying experience is easy, convenient and hassle-free.

We have two safe and secure payment gateways available at checkout. Stripe for all your credit cards and PayPal which can take all the cards as well as bank account payments.

Does XO2 take credit Card Payments over the phone?

It is important to us that your buying experience is easy, convenient and hassle-free. It is also important that your credit card details are safe and secure. That's why we have adopted best practice and do not accept credit card payments over the phone.

You can make credit card payments yourself via your My Account area. Alternatively, you can let us know what you are wanting to pay and we will send you a safe and secure payment link that you can quickly and easily make payments.

 Is there an extra charge for using my credit card at XO2?

Absolutely no. When you shop with us there is no surcharge for using your credit card.

 Does XO2 accept telephone orders?

No, we don't accept orders over the phone. We do this to ensure accuracy but mainly because so that you get the best ordering experience which comes from placing your orders online. We have so many cool features online in your My Account area. We certainly don't want to withhold these conveniences and features from you.

We also accept company purchase orders via email if that is how your business orders. Please send them through to hello@xo2.com.au.

We love to hear from you so make sure you get in touch to say G'day and to answer any questions or enquiries. We are here and we exist to help you so always feel free to flick us an email to hello@xo2.com.au or call us on  1300 123 499.

What currency is the pricing on the XO2 website listed in?

All prices are listed in Australian Dollars (AUD) and include GST.

Do I have to pay the Goods & Services Tax (GST)?

Yes, GST is applicable for orders being shipped within Australia.

Yes. All pricing on the XO2 website are 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.

Note: some products are GST free and you will see this on the products line within your sales order and invoice.

What happens after I place my order with XO2?

Once you have placed your order, 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.

Order Status FAQ's

Has my order left yet?

To find out the status of your order, log in 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 once your order has been sent. 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.

 How do I track my order at XO2?

Once your order has been shipped from our HQ, you will receive an 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.

 My order hasn't arrived, what's going on?

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. It is also a good idea, and a lot faster, to contact the shipping company on your tracking details so you get the status right from the horses mouth. If you have no luck, we are happy to get in touch with them and relay has happened or who signed for them and get back to you as soon as possible.

When will my backorder arrive?

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 get in touch.

I think an item is missing from my shipment?

If you feel that there is an item missing from your delivery, please contact us 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.

I've received the wrong product. What do I do?

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.

Security FAQ's

Are online payments secure with XO2?

Yes... XO2 has invested substantially into developing secure systems that protect your privacy and payment details. In addition, we have partnered with PayPal and Stripe to handle our payments which gives you additional security.

Still got questions?

XO2 is here to help and we want to hear and answer any questions or concerns you might have.

We are one of those businesses that actually gets back to you :)

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