Shipping & Delivery Policy

At Pump and Pool People, we aim to deliver your pool supplies quickly, safely, and with clear communication. Below is everything you need to know about our shipping, delivery, and returns process.

Order Processing & Dispatch

  • Orders are processed Monday to Friday (excluding public holidays).

  • Orders placed before 1:00 PM AEST are usually dispatched the same business day.

  • Orders placed after 1:00 PM or on weekends/public holidays will be sent the next business day.

  • Local deliveries are usually made within 1–3 business days.

  • We’ll notify you by email and/or SMS with your delivery date and time.

  • Delays may occur due to high order volumes, courier issues, or stock shortages. If this happens, we will let you know.

Shipping & Delivery Options

Flat Rate & Local Delivery Fee: $15.00 for orders under $200
Free Shipping: Orders $200 and over

Australia Post – Standard Delivery

  • Available Australia-wide.

  • Includes tracking via email and/or SMS.

  • Estimated delivery: 2–8 business days (depending on location).

Local Delivery (Sydney Metro)

  • Available only for the following postcodes:
    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.

  • Delivered within 1–3 business days.

  • Must provide correct contact details and clear delivery access instructions.

  • If delivery is unsuccessful due to no access or incorrect details, a redelivery fee may apply.

  • Eligible postcodes will automatically display the Local Delivery option at checkout.

  • If your postcode is not listed, your order will be sent via Australia Post instead.

In-Store Pickup (Click & Collect)

  • Free pickup from Chipping Norton or Liverpool stores.

  • You’ll be notified when your order is ready.

  • Orders not collected within 10 business days may be returned to stock.

  • Standard items: Anyone with your order confirmation can collect.

  • High-value items: Only the cardholder who placed the order can collect, with matching ID and payment card.

Delivery Timeframes & Responsibility

  • Timeframes are estimates and not guaranteed.

  • We’re not liable for delays caused by couriers, weather, or events outside our control.

  • Responsibility for goods transfers to you once delivered to your nominated address or collected.

  • We are not responsible for lost or stolen parcels after successful delivery.

Address Accuracy

  • Please provide complete and accurate shipping details.

  • Orders returned due to incorrect addresses may incur re-shipping charges.

Damaged, Missing, or Incorrect Orders

  • Report any damage, missing items, or incorrect products within 48 hours of delivery.

  • Include your order number, description of the issue, and clear photos.

  • If marked “delivered” but not received, contact us immediately so we can investigate with the courier.

Returns & Refunds

You may return an item within 14 days of purchase if:

  • It is unused, unopened, and in original packaging.

  • You have valid proof of purchase.

  • It is not a clearance, custom order, or special order item.

Non-returnable items include:

  • Opened pool chemicals.

  • Used or opened accessories.

  • Clearance or custom items.

Refunds

  • Processed to your original payment method within 3–5 business days after return approval.

  • Shipping fees are non-refundable unless the item is faulty or sent in error.

How to return

  • In-store: Chipping Norton or Liverpool.

  • By post: We’ll provide the return address after approval.

  • Return postage costs are your responsibility unless the product is faulty or incorrect.

High-Value Item Phone Orders

For orders such as pumps, heaters, chlorinators, or robotic cleaners placed by phone:

  • Cardholder name, billing address, and matching photo ID required.

  • Cardholder must collect the order in person with the same card used for purchase.

  • No third-party collections allowed for high-value items.

  • Failure to meet these requirements may result in cancellation and refund.