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Before contacting us please see if your query can be answered below.


Frequently Asked Questions

  1. Is Pick Up available?

    Pick up is not available - No Exceptions. A Pick Up Service was available in the past, however we found it slowed our parcel delivery system to other customers. Since our aim is to deliver ASAP we made a choice to discontinue our Pick Up Service.


  2. What is included in your Postage and Handling and how much is it?

    All our Postage and Handling costs are fixed and are located at the top of the listing. Our Postage and Handling costs are slightly higher as we provide a premium service, so you get your item FAST.

    This is what is included in the costs:
    • Warehousing facilities - so all items are in stock and ready to ship.
    • Trained staff to package and despatch items.
    • Protective Packaging so your item arrives safely
    • For items above $50 and bulky goods, a full parcel tracking service with eParcel is provided.
    • eParcel provides tracking of parcels in transit as well as requiring a signature from the receiver.


  3. Can I combine my items to save postage costs?

    Yes, please wait until you have won all items (Do not checkout individually). E-mail us at ebaypayment@xcelicom.com and we will send you the total cost. Each additional item purchased is entitled to a $5 discount off the postage for that item.


  4. I’ve paid but have not heard back from you?

    Did you follow the payment instructions? It is important that we can identify your payment when it is received. If you did not follow the instructions carefully, delivery of your parcel will be delayed as we will need to manually confirm your payment (This will require you to send us an email of the proof of payment).


  5. Have you left me feedback?

    If you have enjoyed purchasing with us, please leave a positive feedback. When you have done so, we will automatically leave feedback for you. If you feel that we have not met your requirements, please e-mail us so we can try to solve any issues you may have. We look upon feedback very seriously as it is a representation of the service we provide to you our customers. We endeavour to make your buying experience with us as enjoyable and hassle free as possible, however please keep in mind we are only human and sometimes do make mistakes.


If your query has still not been answered please email the appropriate department below with your eBay User Id, questions and relevant details.
  1. General Enquiries: ebay@xcelicom.com.
    Questions about listings, item specifications, postal charges, special deals and eBay information in general.

  2. Payment Enquiries: ebaypayment@xcelicom.com.
    Questions about payments, payment confirmation, banking information, and all payment related information.
    Please read our detailed payment instructions first before making a payment enquiry.

  3. Warranty Enquiries: Please go to our warranty centre.
    Questions about vendor warranties, return policies and all warranty related information.

  4. Suggestions Box: ebaysuggestions@xcelicom.com.
    Please email us any suggestions you have that can help us to improve our service to you.


Xcelicom's operating hours are Monday to Friday between 9:30am and 5:30pm AUS Eastern Standard Time and exclude public holidays. Please keep in mind that enquiries received outside of these hours may not receive replies until the start of operations the following day.

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