Shipping Policy

Fast, reliable delivery to trade sites, rural properties, and businesses across Australia.

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Last updated: November 2025

1. Introduction 

2. Dispatch & Fulfillment Network

3. Processing Times & Lead Times

4. Delivery Estimates & Carrier Delays

5. PO Boxes & Physical Address Requirements

6. Authority to Leave (ATL) & Transfer of Risk

7. Failed Deliveries & Re-Direction Fees

8. Damage in Transit or Missing Items

9. International Shipping 

1. introduction 

Pump Spares Direct (“PSD”) utilises a decentralized national network of strategic partner facilities and logistics hubs to ensure your critical parts are delivered as quickly as possible. By leveraging inventory held across multiple distribution points throughout Australia, we reduce transit times and get your equipment back online sooner. This policy outlines our dispatch methods, delivery expectations, and the specific conditions regarding the transfer of risk to ensure transparency for our trade and commercial customers.

2. dispatch & fulfillment network

To minimise downtime for your equipment, PSD operates a "Direct-to-Site" dispatch model. This means that to expedite your order, goods are often dispatched directly from the nearest manufacturing facility or strategic logistics hub straight to your premises. 

 

Consequently, if your order contains components from multiple different brands or product lines, they may arrive in separate packages and at different times.

 

Additionally, goods may be delivered in manufacturer-branded packaging to ensure you receive genuine, factory-certified components that have not been unnecessarily handled or repacked. By placing an order, you acknowledge that split deliveries are a standard feature of our agile supply chain.

3. processing times & lead times

We endeavour to process and dispatch all orders for in-stock items within 1–3 business days. As a specialised industrial distributor, certain parts are sourced specifically for your requirements. If an item is temporarily out of stock or requires a specific production lead time from the manufacturer, we will notify you via email with an estimated dispatch date. Please note that lead times provided on quotes or our website are estimates can be based on live supply chain data but may be subject to change without notice due to manufacturing schedules or global freight constraints.

4. delivery estimates & carrier delays

Once goods are handed to the freight carrier (such as StarTrack, TNT, Toll, or Australia Post), the physical delivery timeline is outside our direct control. Any delivery dates provided are estimates only and are not guaranteed. PSD accepts no liability for any loss, damage, production downtime, or labour costs incurred due to shipping delays caused by the carrier, extreme weather events, pandemics, border closures, or other force majeure events. We strongly recommend that you do not schedule trades or installation works until the physical goods have arrived and been inspected at your premises.

5. po boxes & physical address requirements

The majority of our freight partners are industrial couriers who strictly require a physical street address for delivery and cannot deliver to PO Boxes or Parcel Lockers. It is the Customer’s responsibility to provide a valid street address where goods can be accepted during standard business hours. If a PO Box is provided and the carrier cannot deliver, the Customer will be liable for any re-delivery fees, "futile delivery" charges, or return freight costs incurred to correct the address.

6. authority to leave (atl) & transfer of risk

To ensure delivery is not delayed, our carriers may default to an "Authority to Leave" (ATL) status if the delivery address is unattended, provided there is a safe place to leave the goods. If you strictly require a signature on delivery, this must be noted clearly at the time of ordering. Risk of loss, theft, or damage to the goods passes strictly to the Customer the moment the carrier confirms delivery (whether by signature or by leaving the goods at the premises). PSD is not liable for replacement or refund of parcels that are stolen or damaged after the carrier has successfully delivered them to your site.

7. failed deliveries & re-direction fees

If a delivery attempt fails because the address provided was incorrect, the premises were inaccessible, or the receiver was not available to sign (where ATL was not possible), the carrier may charge a re-direction or re-delivery fee. PSD reserves the right to pass these third-party charges on to the Customer. If goods are returned to the logistics hub due to a failure to collect or receive them, any costs associated with re-shipping the order will be at the Customer's expense.

8. damage in transit or missing items

Upon receiving your order, you must inspect the packaging and goods immediately. If items are missing or visibly damaged, you must contact PSD at hello@pumpsparesdirect.com.au within 7 days of delivery. 

 

Your claim must include photos of the packaging and the damage. Claims made outside of this 7-day window may be rejected by our insurers or the carrier, leaving PSD unable to offer a remedy.

9. international shipping 

At this stage, PSD primarily ships to addresses within Australia. International shipping requests are handled on a case-by-case basis and may be subject to additional handling fees, customs duties, and export regulations. Please contact our team for a custom quote if you require delivery outside of Australia.