Delivery & Tracking

VIC Update: Our Metro & Regional stores are temporarily closed following Government directives. Click here for more information.

NSW Update: Our Greater Sydney stores are temporarily closed 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. Our in-store teams will happily process your return or exchange once our stores can reopen.

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.

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. Click & Collect 

We offer Click & Collect to help you minimize your contact in-store. Please note: Some stores have reduced their trading hours. 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: 

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

4. 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.

5. 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.

6. 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.

7. Use sanitisation station upon entering the store

Hand sanitiser will be available for all customers upon entry.

8. 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.

9. 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.

10. 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. 

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

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

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

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.

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. Please refer to Australia Post for more information.
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. Australia Post 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.

Need your order right away?

Place a Click & Collect order on a business day and you’ll be notified that it’s ready to collect within 1 hour. More information here. 

If you’re unable to place a Click & Collect order, our express delivery will have your item to you within 1-3 business days in metropolitan areas. See our full Delivery Timeframes for more info.

Shipping is free for any orders over $120! Any orders below $120 will incur a flat fee of $10.

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 Notification 

Your tracking number will be sent with the subject line "Your PIVOT ORDER PIV0000000 Update"

Tracking your order:

1. You can log in to your account and select the 'Track my Order' tab
2. 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.

Our couriers will not leave a parcel unattended if there is no one home to collect it. This is to avoid your parcel falling into the wrong hands. 

Instead, the courier will leave a card letting you know that your parcel is awaiting your collection at your local post office. You’ll need to present your ID and the collection card to collect your parcel.

You will have up to 10 business days to collect your parcel from the post office. If not collected within this timeframe, your order will be returned to sender and we are unfortunately unable to send it back to you. You will be refunded when your parcel arrives back at our warehouse.

We deliver to addresses across mainland Australia & Tasmania. 

For more information on remote island deliveries see here. 

We offer Click & Collect to help you minimize your contact in-store. Click here for more information about our in-store safety measures. Please note: Some stores have reduced their trading hours. 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.

Want it now? PIVOT offers 1 Hour Click & Collect.

Place a Click & Collect order during store opening hours and you will receive your collection email within 1 hour. 

Please wait until you’ve received this email before heading in-store to collect.

Ts & Cs 

1 Hour Click & Collect is only available where your purchase:

• is finalised on a day on which your nominated PIVOT store is open for business;
• is finalised one (1) hour before your nominated PIVOT store closes for that day 
• is available for Click & Collect 
• is not affected by an event outside the reasonable control of PIVOT (including any impediment caused by the fraud analytic pre-screening process or government lockdowns)

We offer Click & Collect to help you minimize your contact in-store. Click here for more information about our in-store safety measures. Please note: Some stores have reduced their trading hours. 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.

Click & Collect allows you to place an order online and pick up in your nominated store! It's as easy as that! Simply browse the website and find the products you want, then follow the steps below:

• Select your size and then add the item(s) to your cart.
• At checkout, enter in your details and click 'Next'.
• Select 'Click and Collect' as your shipping method.
• Click 'Find Store', this will show a pop up where can select the nearest store.
• Click 'Save and Continue'.
• Now complete the order by entering your personal details and payment information.

Please note that Click & Collect is subject to stock availability. Click & Collect may not be available for some items if your local store(s) are sold out. 

Once your order is placed, our in-store team will be notified and they'll get busy preparing your order. Once it's ready we'll send you an email letting you know and you can come and collect at your selected store with your tax invoice (which we send via email) and your photo ID (so we know it's you).

When you place a Click & Collect order within business hours, you will receive your collection email within 1 hour. Please wait until you have received this email before going in-store to collect.

If you need to nominate someone other than yourself to collect the order, we require prior contact with our PIVOT Team Players. We may request to see the credit card used or speak to the cardholder at any stage. The nominee will also be required to show a form of I.D.

Click & Collect availability depends on location and stock availability. 

Click & Collect will only be an option if your local store(s) has the item you're after in stock. Unfortunately, this means that you cannot Click & Collect from any store. 

If Click & Collect is unavailable for you, we recommend having your item delivered. View our Delivery Timeframes here. 

We offer Click & Collect to help you minimize your contact in-store. Click here for more information about our in-store safety measures. Please note: Some stores have reduced their trading hours. 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.

You’ll get an email notification once your order is ready to be picked up, so be sure to keep an eye out in your inbox! We also recommend checking your spam/junk mail as it can also land in there.

When you place a Click & Collect order within business hours, you will receive your collection email within 1 hour. Please wait until you have received this email before going in-store to collect. Please note that the 1 hour timeframe may be delayed during lockdowns.

To help us process your order quickly in-store, please ensure you bring along the following with you:

- Order Confirmation.
- Personal ID (i.e., your driving license, proof of age or passport).

 We may also request to see the credit/debit card used or speak to the cardholder.

Need to return your item(s)?

If you've changed your mind about your recent Click and Collect purchase, you're welcome to return to your store of collection. 

Keep in mind, we can't refund PayPal orders in-store. You are also welcome to post your Click and Collect back to us for return. 

Please check out our Returns Policy before organising a return.

Need to cancel your Click & Collect order?

No worries. Our PIVOT Team Players can do this for you. Don't worry, you don't need to physically go in-store.

Please make sure you include your order number when getting in contact so we can sort this out as quickly as possible. 

Once an order has been placed, you cannot change the address under your account.

However, there is a small window from the time you place the order to the point it is ready to be shipped that we can try and update the address for you. Please contact our PIVOT Team Players through Live Chat or call them on 1800 950 560 and press option 1 once prompted. They'll do their best to try and update the address for you, however, due to the nature of quick turnaround times for our orders, we cannot guarantee this.

If unable to do so, please get in contact with StarTrack on 13 23 45 and provide them with your tracking number. They will be able to update your address.

Important to note:
Any address updates done by StarTrack will add an additional business day for delivery on top of the standard delivery time.

During working hours, please get in touch with a PIVOT Team Player via Live Chat or call on 1800 950 560 and press option 2 once prompted. They'll do their best to try and cancel for you, however, due to the nature of quick turnaround times for our orders, we cannot guarantee this.

If outside of working hours, please lodge an enquiry via Email. 

We take pride in our fast delivery. Most orders are packed and dispatched within a short amount of time. That means we’re unable to add any items to an order or change the size of an item.

While we make every attempt to accommodate your request, if your order has already been packed by our team we are unable to cancel it. You can however still return any unwanted items in accordance with our Returns Policy.

If your size isn't available in-store, our team can order your item from another store across Australia and have it delivered to your house.

When placing an order in-store, please double-check that you provide your correct delivery address and contact details. 

Your item will be delivered within 1-3 business days. 

Returning an in-store order

If you would like to return your item, please ensure that you adhere to our Returns Policy.

Please note that a refund can only be processed in-store at this time as we are working towards solidifying a seamless refund experience. Please ensure that you bring along your proof of purchase when returning an item in-store.

Please note that shipping and handling times can take anywhere between 1-3 business days, as your order could be coming from any one of our National stores*. 

Your order confirmation will be sent to the email address that was entered upon placing the order.

Once your item/s have been dispatched, you will receive your tracking details.

 *Please note that this option is only available within Australia at the moment.

Returning an item:

If you would like to return your item, please ensure that your items adhere to our Returns Policy.

Please note that a refund can only be processed in-store at this time as we are working towards solidifying a seamless refund experience. Please ensure that you bring along your proof of purchase when returning an item back in-store.