FAQs

Got a question? Our specialist pump team have answered a range of frequently asked questions that'll answer any queries you have regarding order, returns or payment options.

If you're question hasn't been answered, feel free to contact one of our team members. 

Orders & Deliveries

Cancellations & Returns

Payment

 

Order & Deliveries

How do I check the status of my order?

Once the order has been paid you will receive a confirmation email. When the order is ready to be shipping, we will send you a consignment number to track your order on the respective couriers' website. If you have not received a confirmation email, please contact Buy Pumps Online. 

What is your shipping policy?
We offer FREE shipping to all states and territories across Australia.
We know how critical it is to receive your order on time, so we’ve put together a quick guide of estimated times for delivery to all major Australian cities:

Adelaide | 1-2 Business days
Brisbane | 2-4 Business days
Canberra | 2-4 Business days
Melbourne | 2-3 Business days
Perth | 2-4 Business days
Sydney | 2-4 Business days

Please note, delivery times may vary in relation to post code/suburb or product availability. Estimated times do not include the time we need to get your order ready.
Sometimes deliveries can be delayed for reasons out of our control. Please be assured we are continuously monitoring our stock levels and orders received to reduce the shipping times.


Do you ship outside of Australia?
No, we do not internationally. But if you have a delivery address in Australia, we accept overseas payment. Contact one of our friendly team members to discuss this method further. 

Do you have delivery insurance?
Yes, we insure deliveries against damage or loss during transit. Also, all of our products are inspected for quality control prior to shipping. If you have any questions about Delivery insurance, please contact us,

IMPORTANT! Please do not return any products without our instructions or prior communication to ensure best shipping practices. 

 
How can I change my shipping address?
If you’ve purchased a product with us before and have a Buy Pumps Direct account it is important you check the shipping details before check-out. By default, the site will use the last shipping address.

In case of incorrect shipping details, please notify us as soon as possible to make proper changes to your delivery address.

NOTE! In case of incorrect delivery and loss of goods, no refund or product replacement will be processed.



    Cancellation & Returns 

    Can I cancel my order?
    Yes, you can cancel your order ONLY if it is PRIOR TO DISPATCH by sending us an email with your order number and reason for cancellation. Once the order has been cancelled, we will process a complete refund:
    NOTE: It normally takes our team between 24-48 business hours to process cancelled orders. Once the cancellation has been accepted, you will receive an email with the cancellation details.   

    Can Buy Pumps Direct cancel my order?
    Yes, we reserve the rights to cancel any orders if they fall into one of the below categories:

    • Incorrect or incomplete information;
    • Any mistakes on pricing, category or product specifications made by Buy Pumps Direct;
    • Unavailability of product – We accept OUT OF STOCK orders but if the product is unavailable for more than three weeks the order will be cancelled;
    • Fraudulent information.

    What is your Returns/Product Replacement Policy?
    We normally do not accept returns, but some orders made online can be returned if they fall under one of the below categories:

    • The product is damaged, defective or has missing parts;
    • The product does not fit the description on the website;
    • We made a mistake and sent you the incorrect item;
    • The item was lost in mail due to circumstances beyond our control.

    If your order falls under one of these categories, we will do our best to resolve the issue as soon as possible. 
    For damaged, goods please contact us within the first 48 hours of receiving the goods. 

    For all other order enquiries, please email us within 7 days. 

    To request a return/product replacement, please follow the below guidelines:

    • Please email our team us photo proof of the damaged or incorrect item to begin the process.
      • Product should be unused, and you should keep the original packaging to the best of your abilities. Therefore, all tags, labels, instruction manuals or other material inside the box should be returned too.Invoice should be returned inside the original packaging.

      IMPORTANT! Please email or contact us prior to the product return to ensure best shipping procedures. This could be Pick-up or arranged shipping from your end. Orders that fail to follow these instructions won’t be processed for refund or product replacement. In the event of lost mail and if there's a clear indication that your order is indeed lost, we'll re-send the order to you at no cost.

       

      A refund or product replacement will be issued once a quality check has been completed by our team of professionals. Once this has occurred, and if the damages match the customer description, the exchange or refund will be action. 

      For product replacement we will check on available stock and agree on new delivery dates FREE of charge.

       

      Payment

      Do the prices on your website include GST?
      Yes, all the prices shown on our website include GST.

      What payment methods do you accept?
      We only accept Credit/Debit Cards and PayPal.

      My payment was interrupted, what should I do? 
      We keep record of all the transactions. If the order has been successfully processed you should receive an email confirmation. In case you DO NOT receive this email, please feel free to call or email us to check if the payment has been processed.