Delivery & Tracking

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

* Delivery timeframes are estimates only, and may vary with peak sale periods, possible courier delivery issues, and other influences beyond the control of PIVOT.

Ordered more than one item?
If you've ordered a few items, we may need to fulfil your order from multiple locations and therefore ship your items separately. If your order has been split, you will receive an email with your tracking details for each separate delivery.

Need help tracking your order? Click here.

Shipping is free for any orders over $100! Any orders below $100 will incur a flat delivery 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 StarTrack.

Only received part of your order?
If you order more than one item, your items may be dispatched from different locations. You will receive a separate dispatch email and tracking number for each package sent to you.

Note: It can take anywhere between 24-48 hours for the tracking number to become available on the courier's website.

We want to assure you that PIVOT along with our delivery partners, are doing everything we can to safeguard our team and customers during the preparation and delivery of your orders. 

Our delivery partners are following several hygiene protocols including: 

• Social distancing within processing facilities and during delivery to customers.
• Allocating workers to operational zones within processing facilities and performing daily temperature checks. 
• The use of mandatory face coverings and screens where relevant. 
• Practicing good hygiene and regular cleaning of delivery vehicles. 
• No longer asking for signatures on delivery, to avoid unnecessary contact. 

To keep our delivery drivers and posties safe, please:

• Keep 1.5 meters in distance. 
• If you're experiencing symptoms, please let your postie or driver know.
• Wear a mask where required and practice good hygiene.

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.

Once your order is placed, we're unable to upgrade or change the delivery method. 

Our teams are working hard to get your order to you ASAP. Once your order is on its way to you, you will receive an email with your tracking information. We appreciate your patience during this time.

Click & Collect allows you to place an order online and pick it up at your nominated store! Simply browse the website and find the products you want, then follow the steps below:

1. Select your size and then add the item(s) to your cart.
2. At checkout, enter in your details and click 'Next'.
3. Select 'Click and Collect' as your shipping method.
4. Click 'Find Store', this will show a pop up where can select the nearest store.
5. Click 'Save and Continue'.
6. 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. 

What's next?

Once your order is placed, our in-store team will 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).

Please wait until you have received this email before going in-store to collect.

Someone else collecting your order?
If you need to nominate someone other than yourself to collect the order, please contact our PIVOT Team Players below. The nominee will also be required to show a form of I.D.

No results when you enter your postcode for Click & Collect?

• Only local stores which have your item in stock will appear available for Click & Collect.

If Click & Collect is unavailable at your local store, we recommend having your item delivered! View our Delivery Timeframes here. 

Good to know:

• Due to demand, item(s) on sale tend to be limited in stock and therefore lowers the chance that your local store has it in stock and available for Click & Collect. 
• Called a store and they have the item in stock but the store is not appearing as an option for Click & Collect online? Our stores have thresholds in place - We recommend getting them delivered instead! 

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.

Please wait until you have received this email before going in-store to collect.

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.

Once your order has been placed, we're unable to modify your order. This includes changing the colour or size of an item, and adding or removing items from your order. 

If you notice that you've made a mistake on your order, please contact our PIVOT Team Players immediately, either via Live Chat or on 1800 950 560. There is a short window of time before its packed, in which we will attempt to cancel the order for you so that you can reorder the correct size, colour or item. 

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

Please note: If your order is no longer eligible for cancellation, once you've received your item(s), you can you can return them in accordance with our returns policy. 

Should you wish to cancel your order, please contact our PIVOT Team Players immediately, either via Live Chat or on 1800 950 560. We will try our best to accommodate your request, however, due to our fast dispatch and turnaround times, we cannot guarantee this. 

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

Important to note: We are unable to cancel orders after items have been shipped. Once you receive your item(s), you can return them in accordance with our Returns Policy.

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.

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 wish to return an item you ordered in-store, please visit us in-store for a refund.
We are currently unable to facilitate an online return for an in-store order. When returning your item in-store please bring along proof of purchase and ensure that your item meets our Returns Policy conditions. 

Please note: If we are unable to fulfill your in-store order please visit us in-store to claim your refund. If you don't claim your refund within 60 days, we'll email another reminder. If your credit remains unclaimed after 90 days, it'll be issued in the form of a gift card. 

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.

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.