FREQUENTLY ASKED QUESTIONS

• In-store COVID Safe Plan

  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. 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).
  
  2. 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).
  
  3. 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.
  
  4. 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.
  
  5. Use sanitisation station upon entering the store

  Hand sanitiser will be available for all customers upon entry.
  
  6. 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.
  
  7. 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.
  
  8. 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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• How long does delivery take?

  Due to the increased impact of COVID-19 and reduced courier hours, 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 $100	ORDER UNDER $100
  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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• Please note:

  Delivery times may vary due to the impact of COVID-19. We apologise for the inconvenience.

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

  Extended 60-Day Returns: Any purchases made between 15/11/21 to 31/12/21 will have up to 60 days to return. More info here.
  
  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.	Refund and Exchange Available	Refund and Exchange Available

   

  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.
  
  

  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? 

  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?

  Extended 60-Day Returns: Any purchases made between 15/11/21 to 31/12/21 will have up to 60 days to return. More info here.

  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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