Frequently Asked Questions
For Fans
General Inquiries
EQL is an end-to-end commerce solution built for brands to create unforgettable launch experiences for their in-demand products, giving fans fairer access to the products they're passionate about.
Since EQL’s first launch in 2021, we’ve facilitated over a million first-time winners across 4,000 launches. We work with brands across a variety of industries including sneakers, collectibles, wine & spirits, cars, art, and more. We’re proud to partner with the likes of Crocs, Undefeated, Sullivans Cove, Extra Butter, Foot Locker, and many more. EQL supports 14 markets and 9 languages.
If you’re interested in accessing product launches run by EQL, please subscribe to notifications from your preferred retailer or check their website and social channels to find out about any open launches or upcoming product releases.
It’s free to enter, your card details are collected to place a $0AUD authorization which validates your identity.
Depending on the type of launch you entered, the payment moment and whether you will need to pick up the product or whether the order will be delivered to you will be different:
Delivery Launch - If you are selected as a winner after a delivery launch ends, you will be charged the retail price + shipping and handling fee you agreed to when submitting your entry + a processing fee in some instances.
Pick-Up Launch - If you are selected as a winner after a pick-up launch ends, you will be charged the retail price + a processing fee in some instances.
Pick-Up & Pay Launch - If you are selected as a winner after a pick-up and pay launch ends, you will be notified and will need to make payment in the designated store where you also need to pick up the product. Only in some instances, where explicitly stated, you will be charged the retail price you agreed to when submitting your entry + a processing fee.
Standard local taxes may also be charged by your city/state/country depending on your order.
Everyone should have a fair chance of winning so entries are limited to one per person, per launch.
Entering more than once will hurt your chances of winning.
Whether it is a delivery or store pickup launch, credit/debit card details are required as a security measure to deliver a fair launch for everyone by helping us confirm you’re not a bot and allowing us to check if any fraudulent activity has occurred on the card.
No. EQL runs the launch on behalf of the retailer selling the product but winners purchase the item from the retailer. If you were successful in a launch and have a product or delivery inquiry, please contact the retailer directly. EQL is not the merchant of record.
Submitting an entry
Follow the link provided by the retailer to access the launch – if you’re trying to access the entry form for a launch that hasn’t opened yet, it will only be accessible once it has opened.
If you haven't previously entered a launch hosted by EQL, select the “Enter as a new user” button, submit your details and an account will automatically be created for you for future use.
If you’ve previously entered a launch hosted by EQL, select the “Log in with EQL” button to enter your email and password, or follow directions to reset your password if required.
Once you’re logged into your account, submit your shipping and payment details and follow the instructions to submit your entry.
If you haven’t previously entered a launch run by EQL, the only way to create an account is by entering a launch once it is open. Your EQL account can be used to enter future launches run by EQL (even if the retailer differs) but is separate from any account you might have with the retailer selling the product.
Have you (or a friend/family member) set up another account previously under a different email address but using the same phone number?
If you’re not sure, please submit a support request and include your phone number to confirm your account details.
Please try selecting “Log in with EQL” on the entry page (rather than "Enter as a new user”) and follow the directions to reset your password if required.
If you haven’t received the password reset email and it’s not in your junk/spam folder, it may be an issue with your email provider’s spam filter – try adding support@eql.com and the @eql.com domain to your safe sender's list (e.g., Hotmail, Gmail, etc).
If you received an error message trying to reset your password and it’s possible you used a different email address when entering previously, please submit a support request with your phone number so we can check for any matching accounts.
If not, try entering on a separate device on a different network (e.g., switch from desktop to mobile/tablet with WiFi turned off).
Please try logging out and entering on a separate device on a different network (e.g., switch from desktop to mobile/tablet with WiFi turned off) as it may be an issue with your network settings.
If that doesn’t work, try refreshing the page and using a different credit card.
3D secure confirms with your bank/card provider that you are the real card holder and ensures your card is not stolen, or fraudulent activity hasn’t occurred on it previously. If you are having issues receiving the 3D secure verification code via SMS, please contact your bank/card provider directly.
If you haven’t received a password reset code via email and it’s not in your junk/spam folder, it may be an issue with your email provider’s spam filter – try adding support@eql.com and the @eql.com domain to your safe sender's list (e.g., Hotmail, Gmail, etc).
If you’re still unable to reset your password, please consider if your EQL account might be linked to a different email address or submit a support request with your phone number so we can help recover your account details.
If the launch is still open, return to the page you entered the launch from and log in to your account – there will be a link that says ‘Cancel my entry’.
If you’d like to change the size/credit card/shipping address you submitted with your entry and the launch is still open, please return to the page you entered the launch from and log in to your account to cancel your entry and re-enter with your preferred details.
After the launch
Return to the page you entered the launch from and log in (or refresh the page if necessary) to see if you were successful. You will also get an email from EQL if you win–good luck!
Unfortunately, if the payment was initially declined by your bank/card provider the launch then automatically moves on to the next entrant so we’re unable to attempt to take payment again.
If you’re not sure why the transaction was not approved automatically, contact your bank/card provider to ensure you don’t encounter the same problem next time.
Verified entries through EQL are binding and can only be canceled through EQL before a launch has been closed.
When you enter a launch and your entry is confirmed the retailer is automatically advised that you have agreed to purchase the product if you win (as per the terms and conditions). Any transaction takes place between you and the retailer so any requests for cancellations after a launch has been closed will need to be made to a retailer directly and will be subject to their terms and conditions.
EQL runs the launch on behalf of the retailer selling the product but winners purchase the item from the retailer and they handle all shipping/tracking. The retailer will contact you with any shipping/tracking information or you can contact their customer service team directly if you have any queries about your delivery.
EQL runs the launch on behalf of the retailer selling the product but winners purchase the item from the retailer. If you’re selected as a winner, please contact the retailer directly for any of the following product inquiries:
- Product complaints/faults
- Requests to update product size or shipping address
- Requests to cancel an order, receive a refund, or exchange an item for another size or product
For Pickup Orders
If you’re selected as a winner, please refer to the retailer’s pick-up instructions in your winner email which will include details about when and how to pick up your order.
Please contact your retailer’s customer support team. They will be able to advise next steps.
No, you cannot add shipping to a product that is for pickup. You must pick up and pay for the order from the store you entered from and be available to pick up your order at the time given by the retailer or your win will be waived.
No, you are only allowed to pick up your order from the store you selected during entry. Order pick-ups cannot be transferred to another location and must be picked up in the timeframe outlined by the retailer.
Managing my account
Submit a request to update your phone number with your new and old phone number and shipping address to verify the account linked with your email belongs to you and we’ll let you know when it's been updated.
Submit a request to update your account email, providing your preferred email, existing phone number, and shipping address to verify the account linked with your email belongs to you, and we’ll let you know when it’s been updated.
Submit an account deletion request from the email currently linked to your account. You’ll need to include your phone number, shipping address, and date of birth to verify the account belongs to you.
Run Fair®
We believe that everyone should have a fair chance to get the products they’re passionate about.
EQL’s Run Fair® certification ensures the launch is run fair:
- Every entry goes through a multi-step security verification process that confirms you are not a bot or bad actor. This helps us ensure genuine fans get a better chance at scoring a win.
- One entry per person: Entries are deduplicated against unique identification tags.
- Launches are always secure: We use best-in-class security protocols and comply with GDPR standards to make sure your information is always safe and secure.
- Easy Entry: Once you have a verified EQL account, entering becomes a breeze.
When you see the Run Fair® logo, it's a sign of integrity. It means the technology used and the steps taken by the retailer or brand to run the launch are of the highest standard.
If you’ve ever joined an EQL launch before, you’ve seen our tech at work. We’re constantly investing in our platform to ensure you get easier, fairer access to the products that matter to you. For every launch, we focus on:
- Rewarding fair entries: so real, genuine fans have the most legitimate chance at getting the products they love. We see on average 34% of entries either coming from bots or people trying to cheat the system and have to evolve our tech as they do.
- Securing your data: We received the ultimate certification in security and compliance to ensure your information stays safe.
- Streamlining your experience: no waiting in queues, no crashing sites, no password dilemmas.
- Improving your odds: Our EQLizer gives you a better chance at winning with every loss.
And we’re committed to continuously scaling up all of this to serve your needs. High-heat launches are a different beast, and the Run Fair® fee will help us to shape a solution to everything they throw at you...and us.
You will only pay the Run Fair® fee if you win, and if your purchase of the relevant product is completed. The Run Fair® fee is based on the price of the product (starting at $1.99, and most commonly 2.5%), and is adjusted based other factors including the expected demand and other launch characteristics. If desired, brands can choose to cover the Run Fair® fee on specific launches, but it is never required.
In some instances, a brand may take up the full fee for a particular launch. This could be due to a variety of factors or preferences from the brand.
The Run Fair® fee is based on the price of the product (starting at $1.99, and most commonly 2.5%), and is adjusted based on other factors including the expected demand and launch characteristics.
This is a biggie— the fee is only charged to those who successfully and fairly secure a product through an EQL launch. Contrary to other launch experiences, we don't think it's right that everyone should have to pay just for the chance to participate or to increase their chances for future launches.
The Run Fair fee will be charged as a separate transaction immediately following the successful completion of your purchase transaction, meaning that you will see two charges on your statement.
In line with our commitment to fairness, we don’t offer the ability for fans to boost their chances of winning by paying EQL.
The fee is charged by EQL and will appear as a separate charge from EQL in your bank statement. An invoice for your fee will be included along with your winner email.
If you win a draw but your card issuer declines the Run Fair® fee when we attempt to charge it, we will try again. Repeated failures may result in order cancellation.
Chargebacks – that is, customer-initiated fee refusals – may lead to order cancellation (as determined in EQL’s discretion), and the account may be rendered ineligible to win future launches.
In certain circumstances, such as faulty products or canceled orders, we may offer a refund on the fee. Please contact EQL support if you think this applies to you.
You should contact the retailer directly to understand the status of your order.
If the retailer cancels your order after you’ve already paid the Run Fair® fee, please contact support@eql.com and we will make it right.
If your product does not arrive (due to cancellation, shipping issues, etc.) please contact EQL’s support team directly to inquire about a refund of your fee, rather than disputing it, and we will work to ensure any valid refund is processed quickly.
If we find that the dispute is invalid or you have misrepresented a cancellation you will be blocked from winning on future releases across brands we partner with.
For Brands
Our FAQs can quickly answer just about any question you have about EQL, our launches, or your account (seriously). If you can't find what you're looking for, feel free to email us at support@eql.com.
