Pilot High 5 Hook

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Delivery Policy

Standard orders under $750 will incur a flat $35 shipping fee. (*Excludes bulky & over-sized orders, special orders, or custom-made products). Fees are calculated at checkout.

Goods in stock are generally picked and dispatched within 24 hours Monday-Friday (if in stock) of when you place your order. Orders placed before 1PM can typically ship same day or next business day. 

All orders will be delivered on business days. No deliveries will be made on weekends or public holidays.

All deliveries must be signed for! Please be aware, we will not leave parcels unattended for security reasons. Due to the nature of most products, we do not deliver to P.O. Boxes or Parcel Lockers.

Delivery Estimates 

Delivery to:	Estimated Delivery (after date of dispatch)
Sydney (metro)	1 to 5 business days *
Melbourne, Adelaide, Brisbane (metro)	1 to 5 business days *
TAS + VIC, NSW, SA (regional)	4 to 10 business days *
WA, NT	7 to 10 business days *

*Note: Some regional & geographically remote locations may incur additional charges to ship. A member of our team will contact you and advise of any charges to ship if required. 

Heavy, Bulky & Over-Sized Orders

Heavy, bulky, over-sized items & some Special Orders must be sent via courier or freight shipping and my incur different delivery charges depending on the region. These charges are calculated based on the cubic size & weight of the item (or parcel) and the delivery location. Because heavy or over-sized items are delivered by courier, we cannot deliver to P.O. Boxes or Parcel Lockers. Ensure you include a phone number that we can contact you on the day of delivery. 

 Special Orders

Special Order items are products which we don't carry as part of our core range, but may be ordered or custom made for you. If your order contains a Special Order item, or we are out of stock of an item, a staff member will contact you to advise the expected delivery time. Delivery times will depend on availability, and can take up to 5 - 21 days in addition to estimated delivery times. Also note that returning an item will be subject to a 20% re-stocking fee.

Need Goods in a Hurry?

For times when you need your goods faster, we recommend you contact us to arrange express shipping at additional charge.

Returns Policy 

We understand that sometimes a product may need to be returned, and we aim to make this process as simple and hassle-free as possible. You may return your purchase for an exchange*, full refund*, or store credit, provided a ‘Request for Return’ is submitted within 7 days of receiving your items. All returned items must be unused, in original condition, with all labels attached, and returned in their original packaging. 

Please note:
We do not accept cancellations or returns for any items directly related to Infection Prevention, change of mind, or custom made to orders, including but not limited to:

Respirators, Face Masks, Disposable Gloves, Overalls, Hearing protection, eye protection etc. First Aid products & Consumables. Custom made to order and On Sale items.

We want you to be completely satisfied with your purchase. If you need to return an item, please follow the steps below to ensure a smooth and efficient process.

How to Return Your Purchase:

1. Request a Return Authorisation (RA): Email sales@superspillsolutions.com.au with your order number and the items you wish to return. We’ll respond with a Return Authorisation (RA) and instructions pending approval.

2. Package Your Items:
   Once Approval is received, carefully repackage the item(s) in their original condition, including all labels and packaging. Include a printed copy of your Return Authorisation in the parcel. Returns received without an RA cannot be processed.

3. Shipping Your Return:

If your item is defective or damaged during shipping, we will organise and cover the return shipping.

For all other returns, return shipping is the responsibility of the customer. You may choose your preferred carrier.

Confirmation:
Once your return has been received and processed, you will receive a confirmation email for your records.

Refunds

Refunds will be processed within 7 business days of receiving your returned item(s). Refunds will be issued via the original payment method, *excluding any original shipping fees or credit card fee's if applicable.

Exchanges

If you wish to exchange an item, we recommend placing a new order for the desired product while returning the original item for a refund. This helps avoid delays or the risk of the replacement item going out of stock. *Shipping Fees will apply to new items exchanged.

On Sale Items

Products marked as ‘On Sale’ are final sale and cannot be returned or exchanged unless the item is faulty or incorrectly supplied.

Faulty or Damaged Products

We take great care to ensure the quality of our products. If you believe you’ve received a faulty item, please contact our Customer Support team on 1300 623 749 or email sales@superspillsolutions.com.au.
We’ll work with you to assess the issue and, if applicable, arrange a repair, replacement, or refund in line with the product’s warranty. Please note that assessment by the manufacturer may extend the processing time.

Need Help?
For further assistance, please contact our Customer Support team on 1300 623 749 or email accounts@superspillsolutions.com.au.

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