General Questions

Here are five great reasons:

  1. At Emerald Planet, we want our customers to gain the most out of technology. So we focus our energies on creating products that are technologically superior, last longer and perform better and also consume less energy.
  2. We’re a 100% Australian-owned and family operated manufacturer and distributor of smart energy-efficient technologies.
  3. Our customer support team is here to help and provide trusted product advice via phone or email – there is always a real-person on the end of the phone, or ready to reply to your email.
  4. We are committed to successful customer outcomes and the formation of long-lasting, trusted relationships.
  5. We deliver optimum product performance and reliability at affordable price points.

Call us on 1300 511 148 – our customer support team is available Monday-Friday 8:30am-5:30pm to assist with your enquiries or questions.

  1. Email our customer support team.
  2. Follow us on Facebook
  3. Join our mailing list by clicking here.
  4. Join our LinkedIn community

Yes! You can download a copy of our product catalogue here. Alternatively, if you would prefer a hard copy version of our product catalogue, please click here to send us an email with your catalogue request.

Please join our mailing list by clicking here.
Don’t forget to follow us on Facebook and also join our LinkedIn community.

Online Trade Account

There are 2 ways to open an Emerald Planet trade account:

  1. Online: click here.
  2. Contact the Emerald Planet team: an account can also be set up by one of our friendly customer support team members. Please call 1300 511 148. Once you have created your online account, you can immediately start placing orders using a credit card. Alternatively, you can opt to put your order on your 30-day account once your trade account is approved.

Please note, when you apply for an Emerald Planet trade account, you will automatically be applying for a credit facility. We approve new trade account as soon as we can but on occasions this may take 1-2 business days.

All trade account information is located in our Terms & Conditions. Please click here to find out more.

When you apply for an Emerald Planet trade account, you will automatically be applying for a credit facility. A credit facility means all your orders will be charged to your account and payment is due 14-days from the end of month in which the goods are purchased (unless otherwise agreed with Emerald Planet). Invoices are emailed to the email address provided when you register for a traded account. If you would like us to send your invoice to a different email address, please contact our customer support team (1300 511 148).

All trade account information is located in our Terms & Conditions. Please click here to find out more.

Your Emerald Planet trade account will provide the following benefits:

  • Order conveniently 24/7, 365 days a year.
  • 14-day end of month credit facility.
  • Real-time access to your account information and online order history.
  • Be the first to know about new products and special offers.

All trade account information is located in our Terms & Conditions. Please click here to find out more.

Your credit limit may be increased subject to a credit assessment. Please contact the Emerald Planet customer support team (1300 511 148) to discuss your account credit options and they will guide you through the process.

All trade account information is located in our Terms & Conditions. Please click here to find out more.

You can reset your account password by taking the following steps:

  1. Click on ‘Login | Register’ in the top right-hand corner of the webpage. This will take you to the ‘My Account’ page
  2. Click ‘Forgotten password?’ next to the ‘Log-In’ button.
  3. On the next webpage, please enter your username or email address. You will receive an email with a link to create a new password.

If you encounter any issues, please give us a call (1300 511 148), and we’ll be happy to help.

You can update your account details by logging in to your account online and take the following steps:

  1. Click on your name in the top right-hand corner of the webpage.
  2. Amend your account by clicking either ‘Account details’ or ‘Addresses’
  3. Typing in your new information
  4. Click ‘Save changes’ or ‘Save address’
  5. Your details will now be updated

If you’d prefer to speak with someone, please give us a call (1300 511 148), and we’ll be happy to help.

We are here to help!

  1. Call the Emerald Planet customer support team on 1300 511 148. We are here to help from 8:30AM to 5:30PM, Monday-Friday.
  2. Send us an email and we’ll respond to you as quickly as possible. Click here to email the Emerald Planet customer support team.

Orders

Upon request, we can provide an approximate lead time for when the item will become available in our warehouse again. This varies based on product type and could be anything from a few days to several weeks. You have the option to order the product now and wait for it to arrive, whereupon it will be delivered to you straight away, or wait until the item is back in stock before placing your order.

You can always contact our customer support team (1300 511 148) for further advice about suitable alternatives and approximate lead times.

Yes, we do! The best way to keep updated with all our special offers is to sign-up to our mailing list, follow us on Facebook and join our LinkedIn community.

We are here to help!

  1. Call the Emerald Planet customer support team (1300 511 148). We are here to help from 8:30AM to 5:30PM, Monday-Friday.
  2. Send us an email and we’ll respond to you as quickly as possible. Click here to email the Emerald Planet customer support team.

Deliveries

Yes. Please see our delivery information below.

Delivery Timeframes
We work hard to ensure we quickly pack and dispatch your orders. We ship all orders from our 6 warehouses across Australia, so in most metro areas* you can expect your order within 1-2 business days. Outside of these areas, you should receive your order between 2-5 days after the time of dispatch. On occasions, the stock may be dispatched from an interstate warehouse. This may impact the delivery timeframe of your order.

Same Day Deliveries
Where possible, orders placed before 10AM (AEST) are eligible for same day delivery to the following metro areas: Sydney, Melbourne, Brisbane, the Gold Coast and Adelaide.

Same Day Dispatch
Where possible, orders placed before 12PM (AEST) are eligible for same day dispatch to the following metro areas: Sydney, Melbourne, Brisbane, the Gold Coast and Adelaide.

Metro Areas*
If your order is placed between 9am and 4pm Monday to Friday, items will be picked up and delivered by Emerald Planet’s selected courier company. Estimated arrival is 1-2 business days to most metro areas across Sydney, Melbourne, Brisbane, the Gold Coast and Adelaide.

Regional & Country Areas
If your order is placed between 9am and 4pm Monday to Friday, items will be picked up and delivered by Emerald Planet’s selected courier company. Estimated arrival is 1-5 business days to Perth, Darwin and areas outside of the metro delivery zone.

Keeping Your Items Safe
Your delivery’s safe arrival is important to us. Therefore, our couriers require a signature once goods have been received. If no one is available to sign for the order, a card will be left with a contact number to arrange an alternative delivery time and day. For orders quantities that require pallet delivery, please ensure your delivery location allow for truck access and a forklift is available for unloading the pallet(s) or resources are available to hand unload the delivery in less than 10-minutes.

Authority To Leave
By ticking the box at the checkout page or requesting in writing to our customer support team, Emerald Planet’s selected courier will leave your delivery at an address in accordance with your instructions.

Delivery Locations
We deliver to most residential and business addresses across Australia. However, there are a small number of remote locations that we are unable to service. Emerald Planet is unable to deliver to PO Box or Locker addresses.
If your delivery question is unanswered, please visit our full Terms & Conditions here or contact the Emerald Planet customer support team (1300 511 148).

* The metro delivery zone is a 40km radius surrounding the following cities: Sydney, Melbourne, Adelaide, Canberra, Brisbane and the Gold Coast.

We don’t have a warehouse pick-up option available – however, we work hard to ensure your orders arrive quickly. If you do need an order delivered urgently, please give us a call (1300 511 148) and we’d be happy to help.

If your delivery question is unanswered, please visit our full Terms & Conditions here or contact the Emerald Planet customer support team (1300 511 148).

If you are having problems with a delivery, please contact us and we’ll always work with you to address any issues.

  1. Call the Emerald Planet customer support team (1300 511 148). The Emerald Planet team is here for you from 8:30AM to 5:30PM, Monday-Friday.
  2. Send us an email and we’ll respond to you as quickly as possible. Click here to email the Emerald Planet customer support team.

Emerald Planet is pleased to offer customers free standrad delivery on orders going to the following metro* areas: Sydney, Melbourne, Adelaide, Canberra, Brisbane and the Gold Coast, with a minimum order value of $250 (ex GST). You can expect your order to arrive within 1-2 business days.

A number of other exclusions may apply to this offer. Please visit our Promotions Terms & Conditions here for further information.

* The metro delivery zone is a 40km radius surrounding the following cities: Sydney, Melbourne, Adelaide, Canberra, Brisbane and the Gold Coast.

For international delivery enquiries, please contact the Emerald Planet customer support team (1300 511 148).

Emerald Planet is pleased to offer same day and express delivery options. For further information on these options, please contact the Emerald Planet customer support team (1300 511 148).

Returns

At Emerald Planet, we want your purchasing experience with us to be a pleasant one – this is why we’ve made our returns policy as simple as possible. And if for some reason things don’t go to plan, we have a dedicated customer support team available to make things right again!

Damaged Or Faulty Items

If you receive a damaged shipment or product, please contact the Emerald Planet customer support team (1300 511 148) and have your order number available and we will work with you to resolve the issue.

Returns & Credits

If you are not completely satisfied with your purchase, please contact us within 10-days from receipt of delivery and we will be happy to provide your account with a credit or credit-note. Please contact the Emerald Planet customer support team (1300 511 148) within the 10-day timeframe and we will work with you to resolve any problems.

Product return terms:

  • The customer is responsible for the cost of an item/s return unless there was an error on our behalf.
  • We accept returns for up to 10-days from the time you receive the goods, providing items are unopened and in original condition (including packaging).
  • Items returned after 10-days will not qualify for a credit
  • Goods which appear to be worn, used, damaged after delivery, or altered in any way will not be eligible for a credit.

Please visit our Terms & Conditions here for further information.

Warranty

There are different warranties available, depending on the product you select. To locate the warranty details of a product, please click the ‘Features’ section on each product page.

For further warranty details, please visit our Terms & Conditions by clicking here. Alternatively, please contact the Emerald Planet customer support team (1300 511 148) if you have any additional questions or concerns.

ClaireDayFAQ’s