FAQ's

Our most frequently asked questions

Delivery

Your dispatch email contains the information of the carrier delivering your goods and the tracking number. Track your delivery 24/7 on our Order Tracking page. Just remember, online tracking systems are not always in real time, so if you need more information please phone the carrier directly. The carriers contact details are also on your dispatch email.

We estimate the following timeframes for delivery:

Delivery Type

Timeframe

Express Post metro

Delivery should occur the next business day in capital cities.

Express Post regional

Delivery should occur within 1-3 business days in regional areas.

Courier metro

Delivery should occur within 1-3 business days in capital cities.

Courier regional

Delivery should occur within 4-7 business days in most regional areas or within 7-10 business days for locations including regional Western Australia, Queensland and the Northern Territory.

Bulky Goods

Delivery should occur within 7-10 business days in most regional areas or within 10-15 business days for locations including regional Western Australia, Queensland and the Northern Territory.

 

Shipped Orders

Once your order’s been dispatched, you’ll receive an email confirmation from us. The email will contain a tracking number and a link that will take you to the website where can follow the progress of your delivery.

You can also go to our Order Tracking page to track your delivery.

The tracking information won’t update until the shipping status becomes available from the carrier assigned to your delivery. This normally takes about 24 hours from the receipt of dispatch confirmation email. As online tracking systems are not always in real time, please phone the carrier directly if you need more information.

Do I have to sign for my delivery?

Yes, we need an authorised signature to successfully complete delivery of goods delivered by Courier and Bulky Goods carriers. Freight insurance is invalid if goods are not signed for on delivery. PILA will never give the carrier authority to leave without a signature and if the client makes this decision directly with the carrier, they do so at their own risk and are liable to pay for goods in full regardless of the delivery outcome.

You can opt to have Express Post items delivered by Australia Post left in a safe place however if the client makes this decision at their own risk, they are liable to pay for goods in full regardless of the delivery outcome. If no one’s home or there’s limited access to the address, Australia Post will leave a card letting you know where and when you can collect your order. You may receive an SMS from Australia Post with more delivery options. If you select one of these options, PILA will no longer be able to track your parcel. Find out more information on the Australia Post website.

PILA will not replace goods lost or stolen if delivered without a signature as instructed by the client directly with the carrier.

For further information, read our Terms and Conditions.

 

Do you deliver internationally?

We can ship small items internationally via Courier however we only deliver bulky goods within Australia however we can package and palletise goods for international transport and we can deliver to the freight onforwarding agent of your choice in any State or Territory. We also deliver directly to transport services connecting the mainland to islands including Norfolk Island, Lord Howe Island, Kangaroo Island, Christmas Island, Whitsunday Islands, the Tiwi Islands and the Gulf ports.

Returns

Due to the size and shipping complexities of our Bulky Goods, we don’t offer return or exchange on items due to change of mind however our policy does not exclude or replace your rights under Consumer Guarantees of the Australian Consumer Law, regulations or otherwise as required by law.

If your product was damaged in transport or has a fault, we reserve the right to replace the damaged part only. For further information, read our Terms and Conditions.

Consumer Guarantees

As a consumer, you are entitled to certain guarantees in respect of goods and services purchased from PILA. These guarantees are called Consumer Guarantees and are not impacted by the change of mind policy or limited by a defined timeframe. The Australian Consumer Law, however does recognise that the relevant time period may vary by product (or service) depending on the nature of the goods (or service), the price paid and any representations made about the goods (or service).

Where you believe a product is faulty or defective, it may be necessary for us to return your goods to our facility or our service agent for it to be assessed within a reasonable period of time. If the product has a major failure, you may reject the product and seek a refund, exchange or repair. If the failure is minor, we will repair the product (or, at our discretion, we may replace the item or refund you) within a reasonable time.

Where an item is damaged through misuse, neglect, vandalism or abnormal use, PILA will not provide a refund, exchange or repair.

Our products come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

PILA will require satisfactory proof of purchase from the original purchaser of the products (the client named on the PILA Tax Invoice) before providing a remedy under the Australian Consumer Law.

Still Need More Help?

 
Reach out via our web Contact Form or phone 1300 00 PILA (1300 00 7452).

EMAIL US

Contact

Send an Enquiry
info@pila.com.au
1300 00 PILA (1300 00 7452)
99A South Creek Rd, Cromer NSW 2099
9am to 5pm (EST) – Monday to Friday