FAQ's

Shipping Times

Approximate business day delivery times:

Priority Satchel 3-7 days metro locations
7-14 days regional locations
Delivery to PO boxes & street addresses
Standard Courier 5-10 days most locations
10-20 days for regional QLD, WA, NT, TAS
Delivery to street addresses with signature only
Bulky Goods 7-14 days most locations
14-25 days for regional QLD, WA, NT, TAS
Delivery to commercial street addresses with signature only

 

Delivery Day

PILA never gives Couriers authority to leave without a signature. If the customer authorises ATL, it is at their own risk and freight insurance will be invalid if goods are lost or stolen.

Due to large pallet sizes, adequate unloading facilities (eg a forklift with a 4m reach) are required to receive bulky goods or the customer can opt for a crane-truck delivery. Due to WHS, customers can not hand unload from trucks. Re-delivery charges may apply if bulky goods can not be 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.