Shipping Policy

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

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Last updated: 27 October 2026

1. Introduction 

2. How Orders Are Dispatched

3. Processing Times & Lead Times

4. Delivery Estimates & Carrier Delays

5. PO Boxes & Physical Address Requirements

6. Authority to Leave (ATL)

7. Failed Deliveries & Re-Direction Fees

8. Damage in Transit, Missing Items & Risk

9. International Shipping 

1. introduction 

Pump Spares Direct (“PSD”) supplies pump parts Australia-wide. Most parts are ordered from the manufacturer or an Australian supplier for your order and shipped to you by road or air freight. This policy explains how dispatch works, what to expect on delivery times, and what happens if something goes wrong in transit.

2. how orders are dispatched

Depending on the part, your order may ship directly from the manufacturer or supplier's warehouse, or from us. If your order includes parts from different brands or suppliers, it may arrive in more than one consignment and on different days.

 

Parts may arrive in the manufacturer's or supplier's own packaging. We will send you tracking details where the carrier provides them.

3. processing times & lead times

Lead times on your quote are our best estimate from supplier information at the time of quoting. Many parts are made or ordered to your requirements, so lead times can change. If we learn of a delay, we will tell you by email with an updated estimate.

4. delivery estimates & carrier delays

Once goods are with the carrier (such as TNT, StarTrack, Toll or Australia Post), delivery dates are the carrier's estimate and are not guaranteed. To the extent the law allows, we are not liable for downtime, labour or other costs caused by carrier delays, severe weather or other events outside our control. We recommend you don't book installation work until the parts have arrived and been checked.

5. po boxes & physical address requirements

Most of our carriers need a physical street address and cannot deliver to PO boxes or parcel lockers. Please give us a street address where goods can be received during business hours, plus a contact name and mobile for the driver. If an incorrect or undeliverable address is supplied, any re-delivery or return freight charges will be passed on to you.

6. authority to leave (atl)

Carriers may leave goods at an unattended address if there is a safe place, unless a signature is required. If you need a signature, tell us when you order. We may require a signature on delivery for consignments over $1,000. The carrier's proof of delivery (signature or photo) is evidence that the goods were delivered. Once the carrier confirms delivery to your address, including by leaving the goods under ATL at your request, we are not responsible for later theft or damage at your site.

7. failed deliveries & re-direction fees

If a delivery fails because the address was wrong, the site was inaccessible, or no one was available to sign when a signature was needed, the carrier may charge a re-delivery or redirection fee, which we will pass on at cost. If goods go back to the depot because they weren't collected or received, re-shipping is at your cost.

8. damage in transit, missing items & risk

Please check the packaging and goods when they arrive. If anything is missing or damaged, email hello@pumpsparesdirect.com.au within 7 days of delivery with photos of the packaging and damage. We will lodge and manage the claim with the carrier or supplier for you. Late notice can make a carrier claim impossible, but it does not limit your rights under the Australian Consumer Law.

 

Who carries the risk in transit depends on the goods. Goods of a kind ordinarily acquired for personal, domestic or household use stay at our risk until delivered. For all other goods, risk passes to you when they are handed to the carrier, as set out in clause 12 of our Terms of Sale.

 

Freight we quote includes the carrier's transit cover, which is capped (currently about $4,500 per consignment) and subject to the carrier's claim conditions. For consignments valued over the cap, we may include the cost of extra transit cover in the quote. If you ask us to remove it, any value above the cap travels at your risk for goods not of a household kind.

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.