FAQ's

Shipping Times

Get tracking details from the dispatch email and track deliveries here: TRACKING

Approximate business day delivery times:

Express Post Metro 1-3 days
Express Post Regional 3-7 days
Courier Metro 1-3 days
Courier Regional

3-7 days

7-10 days for regional QLD, WA, NT

Bulky Goods

3-7 days

7-10 days for regional QLD, WA, NT

Delivery Day

  • NO SIGNATURE REQUIRED – Express Post

Can be delivered to PO boxes & street addresses.

  • SIGNATURE REQUIRED – Courier Parcels

Can be delivered to business & residential street addresses.

  • SIGNATURE REQUIRED – Bulky Goods

Can be delivered to business street addresses (not residential).

 

PILA never give’s authority to leave Courier Parcels without a signature. If the client makes this decision, it is at their own risk & freight insurance will be invalid if goods are lost or stolen.

Due to the large product pallet sizes, clients need adequate unloading facilities for Bulky Goods; ideally a forklift. For OHS reasons, clients are not able to hand unload goods from trucks. Re-delivery charges will apply if goods are not able to be safely unloaded on the day of delivery.

Network

PILA delivers nationally including to freight forwarders that connect to Norfolk Island, Lord Howe Island, Kangaroo Island, Christmas Island, the Whitsunday Islands, the Tiwi Islands and the Gulf ports.

For international clients, small items can be shipped direct via courier and Bulky Goods can be palletised and delivered to the clients choice of freight forwarding agent.

Returns

PILA does not accept returns or exchanges for change of mind. This policy does not exclude or replace the clients rights under Consumer Guarantees of the Australian Consumer Law, regulations or otherwise as required by law.

For products damaged in transport or otherwise faulty products, PILA reserves the right to repair or replace the damaged part(s) only.

Guarantees

PILA’s products come with guarantees that cannot be excluded under Australian Consumer Law. These guarantees are called Consumer Guarantees and are not impacted by the change of mind policy or limited by a defined time frame. However, Australian Consumer Law recognises relevant time periods may vary, depending on the nature of the product, the price paid and representations made about the product.

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

If a product is defective, it may be necessary to return the product to PILA for assessment within a reasonable time frame. At managements discretion, PILA may repair the product, offer a replacement product or offer a refund, within a reasonable time frame.

If a product is damaged through neglect, vandalism or misuse, PILA will not repair the product, replace the product or offer a refund.

If a product is outside its warranty period, PILA will not repair the product, replace the product or offer a refund.

For further information, refer to PILA’s Terms and Conditions.