FREQUENTLY ASKED QUESTIONS

• COVID-19 Information - Online & In-store

  NSW Update 11/10/21: Our stores are open following Government directives.

  VIC Update:

  • Our Metro stores are temporarily closed following Government directives.
  • Our Regional stores are open for trade with safety protocols in place to comply with Government directives. Our Ballarat store is now open for trade, following Government directives. Click here for more information.

  Due to the evolving situation, we recommend checking your Local State Government website at www.australia.gov.au for the latest information around COVID-19.

  Delivery

  We're still delivering and remain 100% operational, online. We’ve made necessary adjustments to our processes so our teams can operate safely while fulfilling your orders. Due to extended COVID-19 lockdowns and high parcel volumes, there may be delivery delays. Click here for more information.

  Returns & Exchanges

  We're constantly checking Government updates and directives, so if an area, city or state lockdown impacts your ability to return your item, don't worry! Our 30-day returns & exchanges policy remains, but we won't count the days those stores are closed. We will waive the returns period once our stores reopen.

   

  To find your closest store, please see our Store Locator.
  
  

  COVID SAFE PLAN

  We’ve implemented the following measures to help you shop safely in-store. We will review and adapt these in-store measures as the environment evolves.

  1. Entry only allowed for fully vaccinated customers with an approved COVID-19 vaccine (NSW only at this stage)

  Persons aged 16 years and over will only be permitted to enter our stores if they are fully vaccinated or have a medical exemption. You will be required to show proof of COVID-19 vaccination upon entry. There are several options to access and show proof of COVID-19 vaccination, including:

  •  COVID-19 Digital Certificate: this can be accessed through the Express Medicare mobile app or Medicare online account through myGov. The COVID-19 digital certificate can be added to a smartphone wallet or similar for ease of access
  • A printed version of the COVID-19 digital certificate or immunisation history statement (also available through myGov)
  • COVID-19 digital certificates can also be added to a Service NSW app and shared as part of a QR check-in. Visit nsw.gov.au for detail.

  For people without a Medicare Card:

  • Call the Australian Immunisation Register on 1800 653 809 and ask for an immunisation history statement to be posted. It can take up to 14 days to arrive
  • Add a COVID-19 digital certificate to a smartphone wallet or similar using the Individual Healthcare Identifiers service (IHI service) through myGov
  • An immunisation history statement can be accessed from My Health Record. Visit Services Australia for instructions.

  For people without a smartphone or online access:
  A COVID-19 digital certificate or immunisation history statement can be accessed via myGov to download and print. Alternatively, call the Australian Immunisation Register to request a copy in the post.

  
  For people with a medical exemption:
  If you have a medical reason for not receiving the COVID-19 vaccination, speak to your medical practitioner about getting your medical contraindication added to your immunisation history.
  
  You can read more about the vaccination policy at the NSW Government website here.

  Penalties may apply for making or presenting a fake form of proof of vaccination. We also reserve the right to refuse entry for those who don’t follow government guidelines.

  2. Mandatory QR code check-in

  Some states have mandated QR code check-ins via the official Government App. Please refer to your Local State Government for more information (Australia.gov.au).

  3. Mandatory face coverings in-store 

  Some states have introduced mandatory mask-wearing indoors. Please refer to your Local State Government for more information (Australia.gov.au).

  4. Click & Collect 

  We offer Click & Collect to help you minimize your contact in-store. Please refer to your "Ready for Collection" email for your nominated store and head over to our store locator for your local store's trading hours. Alternatively, you can give the store a call to confirm trading hours before heading in.

  Please see below for your state's Click & Collect service: 

  State	Click & Collect Service
  NSW	Click & Collect
  QLD	Click & Collect
  VIC	Metro: Contactless Click & Collect* Regional : Click & Collect

  *Please note, there are radius restrictions in place for some states. Please check for your nearest store before placing a Click & Collect order.

  5. 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.

  6. 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.

  7. 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.

  8. Use sanitisation station upon entering the store

  Hand sanitiser will be available for all customers upon entry.

  9. 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.

  10. 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.

  11. Training for team members on social distancing and additional hygiene measures

  All team members will be required to complete ongoing training courses.

  
  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 due to the impact of COVID-19. We apologise for the inconvenience.

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• How long does delivery take?

  Due to the increased impact of COVID-19, we are experiencing further delays in delivery times. In light of this, please anticipate a delay of 2 - 4 business days on top of our standard delivery times of 1 - 3 business days for metro areas and 4 -7 business days for rural areas. More information here.

  Just place an order? Here's when you can expect its delivery:

  DELIVERY OPTION	DELIVERY TIME	ORDER OVER $120	ORDER UNDER $120
  Australian Metropolitan Areas	1-3 Business Days	FREE	$10
  Australian Rural Areas	4-7 Business Days	FREE	$10

  Orders can be delivered to residential and business addresses, parcel lockers, PO boxes and parcel collect locations. 

  Important to note:
  1. Delivery times may vary during sale periods. Please allow an additional 2-4 business days on top of standard delivery times
  

  2. Delivery services do not run on National or State Public Holidays. 
  3. Shipping times are a guideline only and cannot be guaranteed based on possible courier delivery issues, or any other unforeseen or unavoidable external events (such as severe weather conditions) beyond the control of PIVOT.

  4. StarTrack has implemented strict cleanliness and social distancing measures to ensure safe deliveries for their customers and team. For more information, please click here.
  
  Need help tracking your order? Click here.

   

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• What is your latest Returns & Exchanges Policy for online purchases?

  Please note that this policy applies to online purchases only. Please see our In-store Returns & Exchanges Policy for more information on purchases made in-store.

  Updated as of 25/08/21:  We're constantly checking Government updates and directives, so if an area, city or state lockdown impacts your ability to return your item, don't worry! Our 30 day returns policy remains, but we won't count the days that stores and/or post offices are closed.
  
  Need to return your items? We want you to be completely satisfied with our products and we will gladly accept returns within 30 days of receipt where the products are in new, unworn with tags attached and in their original packaging. 
  
  Please note for hygiene reasons, we are unable to accept returns for the below items unless there is a genuine manufacturing fault for which we will offer a full refund online.
  
  What can't I return for a change of mind?

  • Drink Bottles
  • Yoga Matt
  • Mouthguard
  • Swimming goggles
  • Swimwear
  • Swimming caps
  • Sweatbands
  • Face masks
  • Underwear
  • Fitness hardware (Resistance bands/foam rollers)

  3 CONDITIONS FOR A SUCCESSFUL RETURN

  RETURNED WITHIN 30 DAYS OF PURCHASE	ITEM(S) ARE UNWORN & UNDAMAGED	IN ORIGINAL PACKAGING AND CONDITION
  Item(s) were purchased in the last 30 days and proof of purchase can be provided.	Item(s) must be unworn, unwashed, or otherwise undamaged with original tags attached	Item(s) are in original packaging or shoebox in their original condition*

  Shoes must be returned in their original, undamaged shoebox.  Do not attach return labels directly to the shoebox. The shoebox must be protected in a satchel or packaging. Please use either the original postage bag or an inside-out plastic shopping bag to protect the shoe box during transit.*
  *We reserve the right to reject any returns that do not meet these requirements.
  
  

  RETURN OPTIONS

  	CREDIT CARD PURCHASES	PAYPAL PURCHASES	AFTERPAY PURCHASES
  RETURN ONLINE	Refund Available	Refund Available	Refund Available
  RETURN IN STORE	Exchange, store credit or refund available.	No refund available. Exchange available for size only.	Refund available. No exchanges

   

  Exchanges

  All online orders returned to our online warehouse will be issued a refund only. We do not offer online exchanges. If you'd like to exchange, please place a new order and return your existing item for a refund. Alternatively, you can visit our store for an exchange, provided you have met our return conditions.
  
  

  Online conditions

  • Online purchases using credit/debit cards may be refunded or exchanged in-store. Please ensure you have your proof of purchase for our team member to assist you.
  • Online purchases using PayPal can only be returned online for a full refund. PayPal orders cannot be refunded in-store. As PayPal is a heavily encrypted, secure payment method, our store systems are unable to process PayPal refunds. Please see our article on PayPal returns for more information.
  • Online purchases using Afterpay can be returned online or in-store. 

  Cost of returns
  
  The returns shipping fee is $10 paid for in the Returns Portal.
  

  You are responsible for the costs of returning any item(s) to our online store. Any returned item(s) are your property and remain your responsibility until they reach our warehouse. Please note that all online returns must be dropped off at your local post office. We do not accept direct returns to the warehouse.
  
  

  How is the refund processed? 

  Due to the impact of COVID-19, we're experiencing delays in processing returns of up to 5-7 business days.

  Once you have sent your parcel back to our warehouse and we have received it, we will process your return within 2-3 business days. We recommend noting your Australia Post return tracking number, that way you can track your order and see when it reaches us.

  I paid with Credit Card: Once processed, the refund will appear in your account within 2-5 business days, depending on your financial institution. 

  I paid with PayPal: Once processed, PayPal will be in touch when they have finalised your refund/made adjustments to your account or payment schedule. 

  I paid with Afterpay: Once processed, Afterpay will send you an email and make the necessary adjustments to your payment schedule. For more information, head to their website. 

  *Please allow an additional 1-2 business days for refund processing over sales periods and public holidays.

   

  Faulty items

  Please read about our Faulty Assessment process here before submitting a request through our Returns Portal.

   

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• What is your latest Returns & Exchanges Policy for in-store purchases?

  This policy applies to in-store purchases only. Please see our Online Returns & Exchanges Policy for purchases made online.

  Updated as of 25/08/21:  We're constantly checking Government updates and directives, so if an area, city or state lockdown impacts your ability to return your item, don't worry! Our 30 day returns policy remains, but we won't count the days that stores and/or post offices are closed.

  Need to return your items? We want you to be completely satisfied with our products and we will gladly accept returns within 30  days of receipt where the products are in new, unworn with tags attached and in their original packaging.

   3 conditions for a successful return:

  • Item(s) were purchased in the last 30 days and proof of purchase can be provided.
  • Item(s) must be unworn & undamaged with original tags attached.
  • Items are in their original packaging (shoebox) and in original condition. Shoes must be returned in their original, undamaged shoe box. 

  Please note for hygiene reasons, we are unable to accept returns or exchanges for the below items unless there is a genuine manufacturing fault for which we will offer a full refund online.
  
  What can't I return or exchange for a change of mind?

  • Drink Bottles
  • Yoga Matt
  • Mouthguard
  • Swimming goggles
  • Swimwear
  • Swimming caps
  • Sweatbands
  • Face masks
  • Underwear
  • Fitness hardware (Resistance bands/foam rollers)

  In-store conditions
  In-store purchases cannot be returned or refunded to the online store at this point in time. All item(s) must be physically returned in-store.

  Exchanges & store credit

  In-store purchases that are eligible for an exchange and within 30 days of receipt may be exchanged for other items, or store credit provided. It is at the discretion of our team to decide whether a full refund will be provided. 
  
  Faulty items

  We will gladly accept returns for any faulty item(s) provided that it is a genuine manufacturing fault.

  You can refer to our In-store Faulty Assessment process here.

   

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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.

  Top tip: We recommend trying your new shoes on inside to ensure they meet our return requirements on the off chance you need to return them.

  Online return instructions
  1. 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
     Note: If your order was split into two parts, then you would have received two order numbers (ending with _1 & _2). They must be returned separately in the portal as they are recognized as unique order numbers
     
  2. Select the item(s) you would like to return by checking the relevant boxes. Confirm the return reason for each item
  3. Ensure your details are correct before clicking ‘next’
  4. Click "submit". Your return will be reviewed by our PIVOT Team Players
  5. If approved, you'll receive a follow-up email with further instructions
  6. 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
  7. Pack your return in another carton or satchel to protect the original packaging
  8. 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.

  If your order was split and you need to return more than one item, please get in contact with our PIVOT Team Players. We'll advise next steps.

  *Please note we reserve the right to reject any returns that do not meet these requirements.

  Shoes must be returned in their original, undamaged shoebox.

  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 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, will there be a restock?

  Yes, we occasionally receive restocks of short-run releases, however, we unfortunately won't be able to inform you if and when, we will be restocking in a specific style. 

  We recommend that you take advantage of our current in-stock range, and keep up to date with new releases and restocks by joining our mailing list. Simply scroll to the bottom of our website and enter your email address. You can also keep watch on our social media channels.

  Please note: that we don't have a preorder system and are unable to place single unit orders for sold out items. 

  Feel free to reach out to our Product team who can help you find something similar! Simply click the 'Contact Us' below. 

  Thanks for showing your interest, we have our fingers crossed for a restock for you in the near future!

   

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• I only received one item, where is the rest?

  Only received part of your order?
  

  If you have ordered a few items, we may need to fulfil your order from multiple locations. This means we will pack and ship your items separately and therefore some items may arrive at a later date, even though you ordered everything together. We call this a split order. 

   

  How do I track the rest of my order?

  If your order has been split, you will receive an email with your tracking details for each separate delivery.

  Please note: You won't receive both tracking numbers at the same time as they will be dispatched separately, from different locations, which means different dispatch times. 

   

  If your order arrives and you're missing one or more items, we recommend double checking your emails to see if you've received any additional tracking numbers. If not, feel free to contact our Customer Experience Team below and we can provide you with tracking updates. 

   

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