FREQUENTLY ASKED QUESTIONS
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Are your stores open?
All PIVOT stores are open and operating with new safety protocols. Please see below for our COVID-safe plan.
To find your closest store, please see our Store Locator.
Hygiene and social distancing measures
To help make our stores safer, we’ve introduced a COVID-safe plan to help us maintain an appropriate distance from each other while in our stores. We will review and adapt these in-store measures as the environment evolves.
Mandatory face coverings in-store
Update: As of 6:00 pm on Friday the 26th of March 2021, as per Victorian Government guidelines, fitted face masks will no longer be required in retail settings, however must be carried with you at all times.Introduce a limit to the number of customers in-store at any given time
Our stores will have signage displayed with the max capacity allowed in-store at any one time. If the store has reached capacity, the number of customers will be managed using a one in, one out policy. Shopping centres may also introduce capacity limits so we strongly advise checking on their websites before heading in.
Maintain 1.5 metres apart from each other where possible
Social distancing tape will be placed around our floors and seating areas. These can be found throughout the store as reminders, as well as areas where you may be required to queue.
Use EFTPOS/Paywave/Tap n Go services available
We strongly encourage you to use your card or phone to tap and pay instead of cash, whenever possible.
Use sanitisation station upon entering the store
A team member will be at the entry door to offer hand sanitiser which all customers will be required to use before entering the store.
Regular cleaning routines throughout the entire store
We apply the highest standard of cleanliness and hygiene across our stores. We have increased the routine cleaning of frequently touched hard surfaces.
Remove and put on your own footwear
Our team will still be available to assist you with any sizing questions you may have, however they will maintain 1.5-metre distance to comply with social distancing. Our stores will have disposable try on socks and gloves available for customers.
Training for team members on social distancing and additional hygiene measures
All of our team members will be required to complete a training course.
Thank you for playing your part in helping us practise social distancing. We appreciate your continued support as we work through this together.We hope to see you in-store or online soon.
PIVOT.
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Please note:
Delivery times may vary during peak sale periods. Please allow an additional 2-4 business days on top of standard delivery
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How do I book a return?
Please check out our Online Returns Policy before booking your return to ensure you meet our requirements.
Online return instructions- Log in to My Account to create your return. If you checked out as a guest, head to our Returns Portal. Enter your order number & its associated email address
- Select the item(s) you would like to return by checking the relevant boxes. Confirm the return reason for each item
- Ensure your details are correct before clicking ‘next’
- Click "submit". Your return will be reviewed by our PIVOT Team Players
- If approved, you'll receive a follow-up email with further instructions
- Print the provided prepaid return label. We recommend using a device such as a desktop computer that is connected to a printer for this step. Do not attach this label directly to the shoebox. The shoebox must be protected in a satchel or packaging
- Pack your return in another carton or satchel to protect the original packaging
- Visit your nearest Post Office to lodge your parcel.
Good to know: Can’t remember your order number? Pop in your email address and it’ll bring up all associated order numbers.
*Please note We reserve the right to reject any returns that do not meet these requirements.
If you believe you have received a faulty item, please do not submit a return as our returns warehouse does not process faulty assessments. Please read about our Faulty Assessment process here.
What's next?Please allow time for your return to reach our warehouse. This time may vary depending on your location. Please hold onto your Australia Post return tracking number so you can track when it reaches us.
If approved, refunds are processed by our returns warehouse within 2-3 business days.
Once processed, the refund will show in your account within 2-5 business days, depending on your financial institution.
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Can I exchange my items?
Accidentally ordered the wrong size or had a change of mind?
We offer both return and exchange options, provided your items meet our Returns Policy.
Please note that the below items are ineligible for return or exchange:
- Drink Bottles
- Yoga Matt
- Mouthguard
- Swimming goggles
- Swimwear
- Swimming caps
- Sweatbands
- Face masks
- Underwear
- Fitness hardware (Resistance bands/foam rollers)Exchanging online
If you wish to exchange online, we recommend placing a new order and returning your existing item online for a refund. Orders returned online will be issued a full refund only.
Our online return instructions will guide you through the returns process.
Exchanging in-store
Our in-store team will happily process exchanges for store purchases and online purchases made with credit card or Afterpay.
Afterpay purchases can be exchanged for same value items only. If you wish to exchange for an item of a higher or lower value, we suggest returning and repurchasing. Please note that exchanges can only be facilitated against the original card.
Please note that PayPal purchases can only be exchanged for a different size in the exact style. As PayPal is a heavily encrypted, secure payment method, our store systems are unable to process PayPal transactions. PayPal orders must be returned online if you are not exchanging sizes in the exact style.
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Do your flotation devices meet mandatory standards?
Please reach out to our PIVOT Team Players here to find out more about our flotation devices.
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The item I want is sold out?
If you can not add a size to the cart, and experience the message 'out of stock', then, unfortunately, we are sold out.
We recommend giving our PIVOT Team Players a call on 1800 950 560. Hit option 1 once prompted.
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Our team will be able to look into stock levels for you and even suggest a similar style.