Frequently Asked Questions

For Fans

General Inquiries

What is EQL?

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.

How do I access launches run by EQL?

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.

Am I charged for entering a launch?

It’s free to enter, your card details are collected to place a $0AUD authorization which validates your identity.‍

H‍ow do I pay if I win?

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.

Can I enter the same launch multiple times?

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.

However, you may enter separate retailer or distributor launches for the same product without being penalized. (For example, if two different coin distributors are releasing the same coin set, or two seperate sneaker shops are launching the same shoe.)

Can I enter to get the same product through different retailers or distributors?

Yes, as long as you’re entering once per launch (per seller) you're fine to enter both launches without impacting your chances of winning.

Why do you need my credit card details when I enter?

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.

Am I purchasing the product from EQL?

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

How do I enter a launch?

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.

How do I create an account with EQL? Is it the same as my account with the retailer?

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.

I tried to enter but an account with my phone number already exists

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.

I tried to enter but an account with my email already exists

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.

I'm unable to reset my password

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).

There was an issue authenticating my credit card

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.

I'm not receiving the 3D secure verification code via SMS

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.

I'm unable to verify my details

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.

How do I cancel my entry?

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’.

How do I change the size/credit card/shipping address I submitted with 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

How do I find out if I was selected as a winner?

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!

My credit card was declined, can you charge it again?

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.

Can I cancel my entry after the launch ends?

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.

When will the product be delivered? How can I track my order?

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.

Can I return or exchange the product?

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

When can I pick up my order in-store?

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.

What if I can’t make my in-store pick-up time?

Please contact your retailer’s customer support team. They will be able to advise next steps.

If I win, can I choose to ship my product to an address instead of picking it up?

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.

Can I pick up my order from a different store location to where I selected during entry?

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

How can I update the phone number on 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.

How can I update the email address on my account?

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.

How can I delete my account?

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®

What is 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.

What is the Run Fair® Fee?

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.

Why don’t I always see a Run Fair® fee?

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.

How much is the fee?

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.

Why do only winners pay?

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.

When do I pay?

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.

The Run Fair fee is charged once you've been successfully selected to purchase a product using EQL, and is not refundable if you are seeking to cancel, return or amend an order (e.g. due to a change of mind or sizing issues). The Run Fair fee is also non-refundable for products that require in-store payment and pickup should the selected entrant fail to complete their order.

The Run Fair Fee will only be eligible for a refund in limited circumstances where it can be verified that you have been charged in error (e.g. a retailer has cancelled your order, or confirms that it was never shipped). If this is the case please contact support@eql.com with all the relevant details and supporting evidence and we can help you from there.

Can I pay for a win boost?

In line with our commitment to fairness, we don’t offer the ability for fans to boost their chances of winning by paying EQL.

Who charges the fee? What shows up on my bank statement? Where do I find my invoice?

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.

What happens if the bank blocks my Run Fair® fee?

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.

What happens if there is a problem with my order?

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.

What happens if I dispute the fee?

The Run Fair fee is charged when you have purchased a product using EQL, and is not refundable if you are seeking to cancel, return, or amend an order (e.g. due to a change of mind or sizing issues). The Run Fair Fee will only be eligible for a refund in limited circumstances where it can be verified that you have been charged in error (e.g. a retailer has cancelled your order, or confirms that it was never shipped). If this is the case please contact support@eql.com with all the relevant details and supporting evidence and we can help you from there.

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.

Get more from your launches
✓  Chaos-proof technology helps you manage demand
✓  EQLizer gets products to fans, creating even more fans
✓  Revenue maximizers connect launches to your future growth
✓  Fan-first experience turns product passion into brand loyalty

Interested in getting a demo of how EQL works? Fill in your details below and we'll be in touch to organise a time that suits you.

Request Demo
Thank you! Your request for a demo has been received!
Oops! Something went wrong while submitting the form.
COMMERCE BUILT FOR PASSION