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02 9790 1563

Shipping & Delivery Information

At Pump and Pool People, we are committed to getting your pool supplies to you quickly and safely. Below are the available shipping and delivery options, as well as frequently asked questions to help you stay informed and confident when placing your order!

By placing an order through our website, you agree to the following shipping terms and conditions:

Order Processing & Dispatch

  • Orders are processed Monday to Friday (excluding public holidays).
  • Orders placed before 1:00 PM AEST will generally be processed and dispatched the same business day.
  • Orders placed after this cut-off time or on weekends/public holidays will generally be dispatched the next business day. 
  • Local deliveries are typically made within 1–3 business days. Customers will ne notified of their delivery date & time via email and/or sms. 
  • We reserve the right to delay dispatch in the event of high order volumes, system issues, Absent/delayed courier pick up, or stock unavailability. Customers will be notified in such cases.

Shipping & Delivery Methods

Flat Rate Shipping and local delivery Fee: $15.00 for orders under $200

FREE Shipping: On all orders over $200

We offer the following shipping options:

 

Australia Post (Standard): 

We ship Australia-wide using Australia Post. You’ll receive tracking details via email and/or SMS once your order has been dispatched.

  • Available nationwide.
  • Includes Australia Post tracking and estimated delivery timeframes based on destination.
  • Standard Australia Post Delivery: Estimated delivery 2–8 business days

Local Delivery:

  • Available to selected postcodes within our local area in Sydney metro. 
  • Local deliveries are typically made within 1–3 business days.
  • Local delivery orders must include correct contact details and address access information. Redelivery fees may apply if unsuccessful. 
  • We reserve the right to delay order pick-ups in the event of system issues or stock unavailability. Customers will be notified in such cases.

Local delivery postcodes include: 2132, 2133, 2134 2135, 2136, 2141, 2143, 2144, 2161, 2162, 2163, 2164, 2165, 2166, 2167, 2168, 2170, 2171,  2172, 2173, 2174, 2176, 2177, 2190, 2191, 2192, 2194, 2195, 2196, 2197, 2198, 2199, 2200, 2208, 2210, 2211, 2212, 2213, 2214, If your postcode qualifies, the local delivery option will appear at checkout.

 

In-Store Pickup (Click & Collect):

  • Free pickup available from Chipping Norton and Liverpool store locations only.
  • Pick up option available on check out page
  • Customers will be notified when their order is ready for collection.
  • Orders not collected within 10 business days may be returned to stock.
  • We reserve the right to delay order pick-ups in the event of system issues or stock unavailability. Customers will be notified in such cases.
  • For standard items, someone other than the recipient of the purchase can pick up the item/s – but they will need the order confirmation on arrival for Pump and Pool People to release the goods. For high-value items, only the cardholder who placed the order can collect, with matching ID and card used at time of purchase.

Delivery Timeframes & Liability

  • All delivery timeframes are estimates only and not guaranteed.
  • Pump and Pool People is not liable for delays caused by postal services, weather conditions, or other events outside our control.
  • Risk and responsibility for goods pass to the customer upon delivery to the address provided or upon pickup.
  • Pump and pool people are not liable nor will be held accountable for third party freight Australia post in the instance of pump and pool peoples shipping medium. By selecting the mailing option, you the customer must assume responsibility for the package the minute the product purchased by disembarks our store.

 

Incorrect or Incomplete Addresses

  • Customers are responsible for providing accurate shipping details.
  • Orders returned due to incorrect or incomplete addresses may incur re-shipping charges.

Returns Policy

  • If an order is returned due to refusal of delivery, inability to access the property, or multiple failed delivery attempts, a courier re-delivery fee may apply.
  • Shipping costs are non-refundable unless the item is deemed faulty or we made an error.
  • You may return an item within 14 days of purchase provided it meets the following conditions:
    1. The item is unused, unopened, and in original packaging.
    2. You provide a valid proof of purchase (receipt, invoice, or order confirmation).
    3. The product is not a clearance, special order, or custom item (these are non-returnable unless faulty).
  • Refunds typically appear in your account within 3–5 business days of processing, but this may vary by bank. If it has been longer, please contact us so we can follow up for you.
  • If you receive an incorrect, faulty, or damaged item please contact us within 48 hours of receiving your order. Include your order number, a description of the issue, and clear photos. We will arrange a replacement, refund, or return at no cost to you.

 

Returns can be made in-store at either our Chipping Norton or Liverpool locations or posted back to us at the address we will provide upon approval of return. 

Return postage costs are the responsibility of the customer unless the item is deemed faulty or sent in error.

Shipping FAQs

How do I qualify for free shipping?

Simply place an order of $200 or more, and this will be automatically applied on check-out!

We have a flat Rate Shipping and local delivery Fee of $15.00 for orders under $200, and FREE Shipping On all orders over $200

Once your order has been dispatched, you’ll receive a shipping confirmation email or text with a tracking link. This will allow you to follow your parcel’s journey via Australia Post. For local deliveries, our team will contact you directly via email and/or text to confirm delivery details and expected time of arrival. If you haven’t received your tracking information within 24 hours, please check your phone messages, spam/junk folder, or contact us directly.

Your order will be shipped via Australia Post instead, using our flat rate or free shipping offer.

If your order hasn’t been dispatched yet, we may be able to update or cancel it. Contact our team as soon as possible for assistance.

Local delivery orders will be placed in a safe place at your selected address, unless you contact us to request to be home for delivery or to leave in a specific area. Australia Post deliveries may be redirected to your nearest Post Office for collection.

We do not offer express shipping. Our delivery options are standard Australia post shipping, Local delivery, or Pick up from our store locations.

First, check your tracking information (sent via email when dispatched). If your parcel appears delayed, please contact our team and we’ll lodge an enquiry with the courier.

For standard items, yes – but they’ll need your order confirmation. For high-value items, only the cardholder who placed the order can collect, with matching ID and card used at time of purchase.

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