FAQs
Find answers to our most commonly asked questions.
Shipping & Delivery
How long does FREE Standard Shipping take?
Australia
We include FREE Standard Shipping on all pump orders, Australia-wide. Our Standard Shipping is via road and usually takes between 1 and 3 business days from the time it is despatched, however can take up to 10 business days to some destinations including remote locations. We use Sendle for our Free Standard Shipping service. For a list of typical delivery times to various locations please see our Shipping Information page.
USA
We include FREE Standard Shipping on all pump orders to addresses in the 48 contiguous states. Our Standard Shipping is a ground service and delivery is usually 5 days from the time it is despatched. For those outside the contiguous states, delivery costs will be calculated during the checkout once your shipping address details have been completed. Delivery times to the non-contiguous states are typically within one to five days from the date of despatch.
Can I track my order online?
Yes. We use a carefully selected group of transport companies to ship our products to you, so whether you choose our FREE Standard Shipping, an Express or International service you will be able to track your shipment. Once your order has been processed and picked up by the transport company you will receive an email either from us or directly from our transport companies with tracking details.
Can I get express delivery?
Yes. For orders to be delivered within Australia or within USA, choose the Express shipping option during the checkout. Delivery times vary for this service but it is generally a maximum of 3 working days from despatch. For international deliveries, choose the International Express shipping option during the checkout. Delivery times vary depending on where the shipment is going. contact us here for information specific to your destination.
Can I pick up my order at the factory?
Australia
Yes. We currently have a pick-up option from our Brisbane factory. Please choose the Local Pickup option during the checkout. If you cannot see this shipping option when you proceed through the checkout, please choose the Free Standard Shipping service and within the order notes please include that you would like to pick up form the Brisbane factory.
Please wait unit you have received an email confirming your order is ready to be collected before coming to collect your items. We cannot dispatch any orders until this confirmation email has been sent.
Brisbane Factory Address:
592 Tarragindi Rd
Salisbury, Qld 4107
+61 (0)7 3103 5190
USA
No. We currently do not offer a pick-up option in the USA.
Can I have my goods shipped via my transport company?
Australia
Yes, if you have a valid account with your transport company and they can pick-up from Salisbury, QLD 4107.
Choose the ‘I’ll use my own freight company’ shipping option during the checkout and include the following details in the Order Notes section:
- Freight Company Name:
- Account Number:
USA
No. We currently do not offer an option for you to use your own transport company.
Do you deliver internationally?
Yes, we can deliver internationally. Choose the ‘International Express’ option during the check out.
What are the delivery timeframes?
Australia
Our FREE Standard Delivery averages around 3-5 working days but can be 10 working days for remote locations.
Our Express delivery options are delivered next day if your order is received and processed before 12noon (Australia: Brisbane time). If your order is received or processed after this time delivery will be on the 2nd day.
Our International Express delivery option has varying delivery times depending on where the goods are being shipped to. Please contact us here for delivery times specific to your shipping location.
USA
Our Standard Delivery (FREE within the 48 contiguous states) is within 5 working days from despatch.
Our International Express delivery option has varying delivery times depending on where the goods are being shipped to. Please contact us here for delivery times specific to your shipping location
Does someone need to sign for delivery?
Yes. Deliveries will be made during business hours and someone will need to sign for the shipment. If no one is available to sign for delivery, then the transport company will leave a card to organise redelivery.
What is the cost of delivery?
Standard shipping is FREE in Australia and in the 48 contiguous United States.
Express and International Express shipping, as well as those outside the contiguous states in USA, will be determined based on your shipping location and will be calculated during checkout.
My order hasn’t arrived – who should I contact?
Check the online tracking details you received when your order was shipped (this may come from the transport company or directly from us).
If this doesn’t help, please:
Email us: customer service
Use our LiveChat function or
Call us during Australian business hours: +61 (0)7 3103 5190
Buying Online
Do I need to register to make a purchase?
No, you can make a purchase as a guest/without registering, however by registering we can save you time on subsequent purchases by storing your shipping details. Please note: we do not store your credit card details even when you register with us.
How do I place an order online?
Choose the items you wish to purchase, either by using the search box or by using the navigation menus.
Click on the ‘Add to Basket’ button located on the product pages or on the tables within the product overview pages. When you do this, the product will be added to your basket.
You can view your basket at any time to check which items you have selected. To do this, click on the shopping trolley icon, which can be found on the top right hand of each page. Whilst in the basket you can update quantities of items you have already selected by clicking on the ‘+’ and ‘-‘ buttons for that item, as well as cancel any items in your cart by clicking on the ‘x’ button for that line item.
Once you are happy with the items and quantities in your basket you can click on the ‘Proceed to Checkout’ button. At the checkout you will be asked to fill in your Billing and Shipping Details. At this point your shipping costs will be confirmed and a final total amount will also be shown. Please note all prices are shown exclusive of tax in the webstore, however appropriate taxes are applied and clearly shown at the checkout.
If you are happy with your order, you will then need to choose your payment option and click on the ‘Place Order’ button. The current payment options include Credit Card (Visa, Mastercard) or Direct Bank Transfer.
If you choose to pay via credit card, a screen will ask you for your credit card details (number, expiry, CVC). Click the ‘Pay’ button and once your payment has been processed you wil be taken to a confirmation page and you will receive an email confirming your order.
If you have chosen to pay via direct transfer, after you have clicked on the ‘Place Order’ button you will be taken to the confirmation page with details of our bank details. You will also receive a confirmation email with these details included. Please note, with this option, your order will not be processed until we have received funds into our bank account. Depending on your banking institution, this may take up to 4 business days. We will confirm via email when we have received funds and the order has been processed.
What forms of payment do you accept online?
We currently accept the following credit cards:
- MasterCard
- Visa
We also accept Direct Bank Transfer. Please note, with this option, your order will not be processed until we have received funds into our bank account. Depending on your banking institution, this may take up to 4 business days.
What happens after I have completed payment online?
After you place an order with us, you will receive an email that confirms the details of your order. If you chose to pay via Direct Bank Transfer, your order will be on hold until funds are cleared in our bank account. If you need your order faster, please choose to pay via credit card.
How do I choose the right size liquid pump or gas booster for my application?
If you are unsure of what sized pump or booster would suit your application best, try one of our selection guides:
Selecting Your Liquid Pump
Selecting Your Gas Booster
Alternatively, you can contact us via LiveChat or email us here with all the application details and we will come back to you with the best options.
How long will my order take if it is ‘Assembled to Order’?
Usually ‘assembled to order’ items take between 2-3 weeks to be ready for dispatch.
Returns & Warranty
Can I return my product?
We may accept the return of goods, if the reason is legitimate, such as, the goods received differ from the goods described. The goods must be in original, unused condition. There may be a handling charge applied. You can read more on this in our Warranty Statement.
For all returns queries, please contact us prior to returning the goods to get an authorisation to return.
Email us: Customer Service
Contact us via LiveChat
Call us during business hours: +61 (0)7 3103 5190
For UK customers: If you wish to return your goods, you must email us at Customer Service within 14 days of receiving your goods to let us know. All goods must be returned within the subsequent 14 days. We will refund you within 14 days of receiving the goods back.
How do I return item?
For all returns queries, please contact us prior to returning the goods to get an authorisation to return. Please note the goods must be in original, unused condition and returned in its original packaging, there may also be a handling charge applied.
Email us: Customer Service
Contact us via LiveChat
Call us during business hours: +61 (0)7 3103 5190
If you believe an item is faulty, you may have rights to a remedy under the Australian Consumer Law. However, the Australian Consumer Law 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)
If there is a major failure with the item, you may choose a refund, exchange or repair. If the failure is minor, we will repair the item (or, at our discretion, we may replace the item or refund you) within a reasonable time. Where an item is damaged through misuse or abnormal use, we will not provide a refund, exchange or repair. You can read our full warranty statement here.
What if my goods are damaged on arrival?
If your shipment arrives damaged, please contact us.
Email us: Customer Service
Contact us via LIveChat
Call us during business hours: +61 (0)7 3103 5190
What if I have a problem with my items?
If there is a problem with your items, in the first instance please refer to the troubleshooting guide within the Installation and Operations Manual you would have received with your pump or system. Alternatively you can:
Email us: Customer Service
Contact us via LiveChat
Call us during business hours: +61 (0)7 3103 5190
If you believe an item is faulty, you may have rights to a remedy under the Australian Consumer Law. However, the Australian Consumer Law 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).
If there is a major failure with the item, you may choose a refund, exchange or repair. If the failure is minor, we will repair the item (or, at our discretion, we may replace the item or refund you) within a reasonable time. Where an item is damaged through misuse or abnormal use, we will not provide a refund, exchange or repair. You can read our full warranty statement here.
