Order's will be dispatched within 1-2 business days.

Domestic Shipping Timelines:

ACT 2 - 5 Business Days*
NSW 1 - 5 Business Days*
QLD 2 - 6 Business Days*
SA 5 - 9 Business Days*
TAS 5 - 9 Business Days*
VIC 2 - 6 Business Days*
WA 10 - 20 Business Days*
NT 8 - 15 Business Days*

Available only for orders within Australia.

Standard and express shipping timelines based of Australia Post.

*During peak periods this time frame varies by up to 48 hours.

*Delivery is to capital cities and major regional within Australia, other areas may take longer

Domestic

Standard shipping $9.95 flat fee
Express shipping $14.95 flat fee

International*

$35 flat fee

*excluding customs and import taxes

Yes, we ship to over 27 countries.

To track your order, please follow these steps:

1. Check your shipment confirmation email: You will receive a shipment confirmation email confirming the dispatch of your order. This email will typically contain the tracking link or the tracking number. Check your inbox, including your spam folder, for this confirmation email.
   
   
2. Log into your Eels Store account: If you have an Eels Store account, you will find a section that displays your recent orders and their current status. Tracking information may be included once the order has been shipped.
   
   
3. Contact the customer service team: If you can't find your email or don't have an account on the store, our customer service team will be able to assist, Contact Us!

If you need to change the delivery address on your order you have two options;

1. If your parcel has not been dispatched, please get in contact with our customer service team. Details can be found here.

2. If your parcel has been dispatched, you will need to use your Australia Post MyPost account to change the delivery address.

*Changing your address prior to your delivery confirmation email is dependant on the status of the order within our warehouse, our team will endeavor to assist you best we can, but we cannot guarantee an address change for every instance

No, unfortunately we cannot update an order once it is processed.

If you wish to change sizes, or items on an order, please contact our customer service team here, if your order has not been processed by our warehouse than our team will initiate a refund. You will then need to place a new order with your required items.

Yes, you can purchase an Eels Official Store gift card here.

If you are missing an item from your order, please contact our customer support team here within 7 days of receiving your order.

We are a business that operates seasonally, so we frequently update our product offerings and styles as the year progresses. Therefore, in cases where an item has been completely sold out, we may not always replenish our stock.

To stay informed about restocks, we kindly encourage you to subscribe by providing your email through the product page's stock notification option. This way, you will receive automatic alerts if the item becomes available again.

You can update your default account details by following the below steps:

1. Head to My Account
2. Click on View address
3. Edit your default address
4. Update your details

If you cannot complete the above steps, please our contact customer service here to assist.

We accept VISA, Mastercard, Amex, and Afterpay. Checkout is also available via ShopPay, Google Pay and Apple Pay.

No, you can only use one promo code at a time. If you attempt to apply multiple promo codes to the one cart, then the code that equates to the higher discount will apply.

Yes, international transaction fees may be incurred through your bank account.

You can apply your 2025 member discount at checkout. Simply just copy & paste the code provided to you in your welcome email, into the gift card box at the checkout. The code is not automatic and will require you to manually apply it to your cart.

If the discount code is not valid:

1. Make sure you have a paid membership with the Parramatta Eels

2. Make sure you are using the same email as your membership

3. If you have purchased your membership within the last 3 days, please check back later, as the discount takes some time to register

4. If you have purchased a membership more than 3 days ago, then please call customer service to assist with troubleshooting. You can get in contact with them here.

If you have a valid 2025 Parramatta Eels membership, and you are entitled to a merchandise voucher as a part of your package. You will have received an email with a voucher code.


To redeem your voucher:
1. Shop online at our store
2. Go to the checkout
3. Copy your voucher code from the email
4. Paste the code into the gift card box on the right hand side of the payment screen and click apply

Your voucher will not automatically apply to your cart and you must apply this manually.

No, all merchandise vouchers are only valid within the season you hold your membership.

Therefore your voucher will expire on the 31st October 2025 and will not be valid beyond this date.

If your membership voucher code is not working, please get in contact with us at customer support here.

No, your membership portal login and the Eels Official Store login are not linked.

No, we are currently only running online and at Parramatta Eels home games.

It is advised when purchasing an Eels Membership as a gift, that the person buying the membership enters their own contact details, however, still places the membership in the recipients' name.

Multiple emails will be sent upon receipt of the purchase, so if the gift is a surprise, it is best not to provide their email address.

Once the Member has received their gift and is aware of the membership, they are able to make contact with the Membership Team to update their contact details.

The best and easiest way to become an Eels member is online. Visit our Membership page to build your own membership, your way. You can also reach out to our Membership Team for any questions or help becoming a member here.

Members will receive a confirmation via email to confirm the receipt of their renewal. If you do not receive a receipt, please contact us to ensure we have a correct and unique email address for each person you have renewed for.

Online - You will be able to select the Bay you are wanting to sit in within the Online Store. Once purchased a seat number will be assigned to you by the Membership Team. If you require assistance in purchasing reserved seat membership or have any questions, reach out to us here.

Member benefits vary from package to package, however, Parramatta Eels Membership goes further than the ticket itself. Members have access to exclusive discounts on tickets, merchandise, Member offers from Club Partners and more. Members also receive invites to exclusive Member Events throughout the season, access to exclusive news and content, pre-sale access to State of Origin, NRL Finals and Grand Final tickets.

A family membership consists of 2 adults & 2 juniors. Members who wish to bring additional Adults or Juniors are able to do so at the equivalent cost of the respective category. Junior Members are classified as anyone who is 15 years of age or under as at 1 January 2025.

In order to qualify for a Parramatta Eels concession membership, Members must hold one of the following forms of identification: Pension Card (aged, single parent or disability), Student Card (full-time), Veterans Affairs. Seniors Cards and Healthcare Cards do not qualify as concession. The Membership Team must be notified of a Members' concession card number prior to joining or renewing as a concession Member. Concession identification must also be presentable upon request at all Eels home games in 2025.

Companion card holders are eligible for complimentary entry to Eels home games at CommBank Stadium, however are ineligible for Member benefits unless paying as a Member. A valid Companion card must be presented in person at the time of purchase. If you are a companion card holder or require special needs and/or wheelchair seating, please contact the Membership Team for assistance. Current Members can also apply for a companion card. To do so, please contact us during business hours.

Junior Members are classified as anyone who is 15 years of age or under as at 1 January 2025.

Previous Members can re-join Membership under their previous account that they held. If you wish to do this, please contact the Membership Team.

Members who wish to join their friends or family as Members can do so from their own online Account Manager. Simply select the package of choice, proceed to check out, and supply the contact details of your friend or family member when prompted. Reserved Seat Members can apply to have their friend or family member sit with them by contacting the Membership Team.

Membership payments can be spread over a 10 month period from 17 October 2024 - 17 July 2025. Purchase of a membership after 17 October 2024 requires an upfront payment, equal to the instalments that have passed as part of monthly payment schedule. Subsequent payments are deducted on the 17th of each month. Payment dates cannot be changed from the nominated schedule.

You can pay your Membership in advance by contacting the Membership Team.

2024 Members who have not opted out of 2025 membership prior to the communicated opt out date (Monday 10th October 2024) will be automatically renewed into the same package(s) and seat(s) for the 2024 NRL Season, using the same payments details as the previous season, unless otherwise advised.

The Membership Team will continue to provide reminders to Members prior to the 2025 membership rollover date (Monday 17th October 2024). Please ensure your contact details are up to date in your membership account. For further information on the 2025 membership rollover, please visit the Parramatta Eels Membership Terms & Conditions page, which can be found here.

If you believe that there has been an issue regarding your Membership payment, please contact the Membership Team.

To make a payment towards 2025 Membership, please contact the Membership Team or head to your Account Manager. Please note we will retry the payment 2 days after.

The Parramatta Eels has processes in place to ensure that Members experiencing financial hardship are treated fairly.

The Parramatta Eels are committed to work with you where possible to help you respond to financial difficulty, whether temporary or long-term.

This special consideration and flexibility will depend on your individual circumstances, and we provide this on a case-by-case basis.

If you are experiencing financial hardship or your circumstances have changed, please contact the Membership Team.

Please click this link to submit your choice -https://am.ticketmaster.com/parraeels/MembershipPackChoice

We are working hard to ensure your 2025 Membership Pack is dispatched late 2024. All Memberships purchased prior to November 23rd will receive their pack before Christmas. Please ensure that your address details are up to date. The Membership Team will let you know via email when your 2025 Member pack is on the way.

No. There is no delivery cost associated with Member pack delivery. Costs will apply if Member packs need to be re-sent to Members.

We ship our Membership packages to most international locations. If you have any enquiries regarding this, please contact the Membership Team.

For faulty or damaged items, you will be entitled to a replacement item/s depending on your order. For change of mind or sizing issues this will be based on the request and subject to availability but will not be guaranteed.

To facilitate this request please contact the Membership Team.

If your membership pack is returned to us due to an issue not to the fault of your own we will facilitate a resend. In examples of wrong address or left with the post office for an excessive amount of time we can organise to have this resent but their will be associated postage costs.

Game access for Members varies according to package. You can find further information on the amount of games your 2025 membership entitles you to access or other Member benefits you are set to receive via the Membership section of our website.

Alternatively you can contact the Membership Team for further information.

Member cards can be replaced if a Member card is lost or stolen. A replacement fee of $10 will be applied to the Member account. Members are able to contact the Membership Team to arrange to have a replacement card mailed to them.

You may give your Members card to someone else to use on game day. Please note that entry to CommBank Stadium will be subject to the classification of the membership (e.g. an adult cannot enter with a junior membership). Members are also able to ‘transfer’ their membership to another person through their online Account Manager. For further information on this, please contact the Membership Team.

If you have a full-season reserved seat membership package, your membership allows you to attend all 11 regular season Eels home games at CommBank Stadium. There is no need to advise us of the games you wish to attend as you simply scan the barcode on the back of your Member card at the turnstiles. You must sit in the seats outlined on the back of your Member card/s.

If you have a full-season general admission membership package, your membership allows you to attend all 11 regular season Eels home games at
CommBank Stadium. There is no need to advise us of the games you wish to attend as you simply scan the barcode on the back of your Member card at the turnstiles. You can sit anywhere in the North General Admission area between the allotted aisles.

In 2025, Members who hold a General Admission Flexi Membership (2,4 or 6 Games) will no longer be required to redeem their tickets online but instead their member cards will be barcoded to scan at the gates.

In 2025, Members who hold a Reserved Seat Flexi Membership (2,4 or 6 Games) will be required to redeem and/or print their game day tickets online in order to access the Eels home game of their choice at CommBank Stadium via their Eels Account Manager, in lieu of a traditional barcoded Member access card.

2025 Flexi Reserved Members will be notified when the ticket redemption process for 2025 Eels home games is live. We envisage Members will be able to select their games and seats of choice early in 2025.

Interstate Members will receive further information from the Membership Team on how to redeem their tickets to the interstate game associated with their interstate package closer to the respective game in 2025.

With regards to accessing your included Eels home game at CommBank Stadium, Members who hold an Interstate Membership will be required to redeem and/or print their game day tickets online in order to access the Eels home game of their choice at CommBank Stadium via their Eels Account Manager, in lieu of a traditional barcoded Member access card.

2025 Interstate Members will be notified when the ticket redemption process for 2025 Eels home games is live. We envisage Members will be able to select their game of choice early in 2025.

In 2025, Members who hold a BGA Premium Membership will be required to redeem and/or print their game day tickets online in order to access the Eels home game of their choice at CommBank Stadium via their Eels Account Manager, in lieu of a traditional barcoded Member access card.

2025 BGA Premium Members will be notified when the ticket redemption process for 2025 Eels home games is live. We envisage Members will be able to select their game of choice early in 2025.

Members who wish to opt out of Membership for the 2025 season can do so by contacting the Membership Team or filling out the Opt-Out Form

If you believe that your Membership tenure is incorrect, please contact the Membership Team.

If you've had no luck contacting us by phone, please reach out to us here and one of the members of our Membership Team will get in touch.

Members who have enquiries regarding away games should contact the Membership Team.

The Parramatta Eels Membership Terms & Conditions here and the Member Code of Conduct can be found here.

Members can update their details via their online Account Manager. Simply log in using your username (email address) and password to make the necessary changes. Alternatively, you can contact the Membership Team.

If you are experiencing difficulties receiving Club emails, please contact the Membership Team.

If you are experiencing difficulties with the Membership website, please use the Contact Us form. Please ensure you include all relevant details (including screenshots) and our team will get back to you as soon as they are able.

Alternatively, you can contact the Membership Team.

To provide feedback regarding your Membership experience, please use the Contact Us form. Please ensure you include all relevant details and our Membership team will get back to you as soon as they are able.

Alternatively, you can contact the Membership Team.

You can unsubscribe from our emails by clicking the 'unsubscribe button' at the footer of the email received.

Members for 2025 have the choice between a Member Pack, Exclusive Members Tee or a $30 Merchandise Voucher. Once delivered if sizing is incorrect or you have a change of mind for your inclusion it will be subject to availability with returns not guaranteed.

If you have any issues please contact the Membership Team.

CommBank Stadium is located at 11-13 O'Connell St, Parramatta NSW 2150.

Please use the link provided below to access the website for Transport NSW. From there, you can make travel arrangements to the upcoming game. Depending on your location, you may opt to take a bus or a train to get to the venue.

https://transportnsw.info/trip#/trip

We recommend that Members park at the Parramatta Leagues Club. We have also created a map for available local parking here -CommBank Stadium Parking Guide.

Members who hold multiple Memberships under one name can amend this by contacting the Membership Team.

Members who are required to redeem their tickets will be able to do so early 2025! All information will be sent to members prior.

General Admission Members are not required to prebook tickets. Your Member card allows you to scan in on the day of the game.

If you would like to enquire about purchasing additional tickets for home games, please contact the Membership Team to check availability.

If you believe that you are not receiving appropriate Club updates, please contact the Membership Team.

Members can print their game day tickets via their online Account Manager.

Ticket Printing is also explained in the "How do I redeem my tickets?" section of the FAQ's.

If you have an enquiry regarding your 2025 Membership ticket entitlements, please contact the Membership Team.

Members who have an enquiry regarding 'away game' discounts should contact the Membership Team.

Members who have an enquiry regarding 'away game' tickets should contact the Membership Team.

Tickets for the 2025 NRL Season will go on-sale in early 2025. Members should ensure that their contact details are up to date in order to receive the latest Club updates.

All ticketed Members will receive their E-Membership pass via email prior to the commencement of the 2025 NRL Season. If you have not received yours, please contact the Membership Team.

If you purchased your membership through our Ticketek platform you will receive your ticket closer to the game sent from Ticketek

Members who purchased the following categories:

• Gold
• Silver
• Bronze

Will be sent a ticket within 3 days of purchasing the Membership.

For all General Admission purchases members will receive a barcoded card they can use to scan at the venue for their chosen game/package

For all enquiries involving player appearances or special requests, Members can contact our Community Team at community@parraeels.com.au

For all enquiries involving player appearances or special requests, Members can contact our Community Team at community@parraeels.com.au

For all enquiries involving player appearances or special requests, Members can contact our Community Team at community@parraeels.com.au

For all enquiries involving player appearances or special requests, Members can contact our Community Team at community@parraeels.com.au

If you require accessible seating for our home games, please contact the Membership Team.

Unfortunately, General Admission is unreserved seating. If you would like to upgrade to reserved seating, please contact the Membership Team.

If you would like to upgrade your 2025 Membership package, please contact the Membership Team.

All seating at CommBank Stadium is directly undercover. However, this does not guarantee your protection from the elements in the event of heavy rain/wind. In these circumstances, weather may incur on some of the lower rows of the seating bowl.

2024 Members who have not opted out of 2025 membership will be automatically renewed into the same package(s) and seat(s) for the 2025 NRL Season, using the same payments details as the previous season, unless otherwise advised. In order to keep the same seating, 2024 Reserved Seat Members must renew their 2024 membership prior to the Reserved Seat Cut-off Date (2nd of December).

If you would like to enquire about moving your seat for a home game, please contact the Membership Team.

We recommend checking the weather prior to attending the game. All seating at CommBank Stadium is directly undercover. However, this does not guarantee your protection from the elements in the event of heavy rain/wind. In these circumstances, weather may incur on some of the lower rows of the seating bowl.

If you are unable to attend the game due to weather restrictions, reserved seat Members can put their seats up for sale for all CommBank Stadium home games. To find out more about the seat resale feature, please contact the Membership Team.

Yes, The Member Reserved Seat Resale Program allows Reserved Seat Members to put their reserved seat/s at CommBank Stadium up for casual sale on the occasion that they are unable to make it to a home game to support the Eels.

If your seat is sold prior to the game, you'll receive membership credit towards your 2026 Membership renewal.

If your reserved seat/s put up for resale are sold, you will receive a confirmation email from the Membership Team (this may take up to 72 hours). Please note that these seats are not a guarantee to be sold.

Credit amounts for 2025 Reserved Seat Resale Program (per successful seat sold):

Bronze - $15*

Silver - $15*

Gold - $20*

Platinum - $20*

West Club House - $40*

Please see instructions below on how to place your seat/s up for resale:

1. Login to your Eels Account Manager
2. Select 'My Events' at the top of the homepage.
3. Select the game you are unable to attend.
4. Click 'Return' (top right corner).
5. Select which seat/s you would like to place up for resale.
6. Select the reason as to why you can’t attend the game.
7. Review details and click 'Submit'.

You will receive an email confirmation once your submission is complete and your Member card will not scan for the game you have placed seats up for resale. Seats must be placed up for resale no later than one working day out from the respective game.

IMPORTANT INFORMATION: Please note that not all Eels home game/s are eligible for resale at this time. If you cannot proceed past Step 3, this means that the game chosen is not eligible for resale. The Eels will ultimately determine which game/s are eligible for the Resale Program and eligible Members will be notified when additional games are made eligible to be selected.

If you have any questions on the Reserved Seat Resale Program, please contact the Membership Team.

*Terms & Conditions Apply. To view the full Terms & Conditions, click HERE

Members can purchase accessible seats by contacting the the Membership Team.

Members can purchase accessible seats by contacting the the Membership Team. Unfortunately, we do not offer accessible parking. Please visit CommBank Stadium's website.

Companion card holders are eligible for complimentary entry to Eels home games at CommBank Stadium, however are ineligible for Member benefits unless paying as a Member. A valid Companion card must be presented in person at the time of purchase. If you are a companion card holder or require special needs and/or wheelchair seating, please contact the Membership Team for assistance. Current Members can also apply for a companion card. To do so, please contact us during business hours.

If you believe there has been an issue with your Membership pack delivery, please contact the Membership Team.

If you believe that you have not received your full 2025 Membership package, please contact the Membership Team.

If you are unable to locate your Membership card/ticket, please contact the Membership Team.

You will receive your Kayo One voucher code via email within 5-7 working days. Please also check your junk and spam mail folders before contacting us if you have not received your voucher code after 7 working days.

Follow the steps below to redeem the 12-month Kayo One voucher included with your Eels Digital Membership.

1. Using a compatible web browser, visit the Kayo website.

2. On the Kayo homepage, scroll down and select Got a Voucher?.

3. Enter your voucher code and select Submit to view your discounted subscription prices.

4. Select your preferred subscription tier.

5. Enter your personal details.
Note: A verification code will be sent from Hubbl  to the mobile number you provided, which you'll need to enter to continue. 

6. Enter your payment details and follow the prompts. The voucher code will be applied to your account.

Visit the Kayo help centre for more information and help with using the Kayo platform.

To get in contact with our customer service team, click here.