FREQUENTLY ASKED QUESTIONS
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Extended returns:
Purchases made from 1st of December 2020 are eligible for return until 31st of January 2021
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What are your Holiday Season Delivery Time Frames?
The lead up to the holiday season is one of the busiest times of the year and we want to make sure your order arrives at your doorstep on time.
Please see below for our recommended delivery time frames.
Order before 2 pm on:
Metro: 18th December
Rural: 15th December
If you are unsure, find out more from Australia Post here.
Please note: Shipping times are a guideline only and cannot be guaranteed based on possible courier delivery issues, or any other unforeseen or unavoidable events beyond the control of PIVOT.
From everyone at PIVOT, happy holidays and we wish you a very successful new year.
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What are your Delivery Timeframes?
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 Delivery times may vary during sale periods. Please allow an additional 2-4 business days on top of standard delivery times.
Need help tracking your order? Click here.
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How do I track my order?
If you haven't yet received a tracking number, it just means we're working on processing your order.
You'll receive an automated notification with your tracking number once your order has been dispatched. You can check out our Delivery Timeframes to help you estimate the arrival of your order.
Tracking NotificationYour tracking number will be sent with the subject line "Your PIVOT ORDER PIV0000000 Update"
Tracking your order:
- You can log in to your account and select the 'Track my Order' tab
- Click on the Tracking link in your email notification or copy the Tracking Number in your email and track online at Australia Post.
Note: It can take anywhere between 24-48 hours for the tracking number to become available on the courier's website.
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What is your latest Online Returns Policy? (Online purchases only)
For purchases made from 1st December 2020, we have extended our returns period until 31st January 2021 provided all other return conditions are met.
Please note that this policy applies to online purchases only. Please see our In-store Returns Policy for more information on purchases made in-store.
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.
Important to note: We do not offer exchanges for online orders. You'll automatically be issued a refund for any returned items. If you would like to exchange an item, we recommend placing a new order online and return your existing item. Please note that we cannot facilitate Paypal refunds in store.
Please note for hygiene reasons, we are unable to offer 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 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*
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. *
*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 exchangesCost of returns
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.
Refunds
Once you have dropped your parcel off at the Post Office, please allow some time for your item to reach our warehouse. Please hold onto your Australia Post return tracking number so you can track your order and see when it reaches us.
Upon receipt, a returned item will be 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.
Faulty items
Returns will be accepted on any faulty item(s) returned within a reasonable timeframe.
If you believe your online purchase arrived with a manufacturing fault, or you received something different to your original order, we'll be happy to cover the cost of the return.
If this is the case, please refer to our Online Faulty Assessment process here.
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What is your latest In-store Returns Policy? (In-store purchases only)
For purchases made from 1st December 2020, we have extended our returns period until 31st January 2021 provided all other return conditions are met.
This policy applies to in-store purchases only. Please see our Online Returns Policy for purchases made online.
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.
Please note for hygiene reasons, we are unable to offer 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 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 return 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 itemsWe 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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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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