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.

How do I get a credit account for my business or organisation?

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

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.

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

No, we don't accept orders over the phone. We do this to ensure accuracy of your order requests. You can order online or by email. We are very happy to speak to you for any advice you need or to help you place an order online. Feel free to call us on 1300 123 499.

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

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

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.

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.

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.

Security FAQ's

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 give you additional security.

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XO2 helps make the places where people work, stay, learn and heal awesome!