Shipping and Returns

Shipping

All orders can be despatched free of charge. Select free shipping at checkout. PilotTrain only ships to Australia. PilotTrain uses the following couriers:

  • Australia Post standard and express parcel;
  • Sendle standard parcels; and
  • FedEx overnight.

The purchases will have immediate access to online exams and courses. Digital books are available immediately via redemption. Physical goods are generally dispatched within one business day when in stock. Goods are generally delivered within 5 days to metro areas. Please allow additional time for rural and remote locations.

Authority to leave – Australia Post

All parcels are delivered with the authority to leave on-site as per Australia Post policy. Please ensure safe and secure passage for authority to leave parcels.

Post Office (PO) Boxes

All parcels can be delivered to PO boxes. Transit Times Transit times are a guide only. Most deliveries are delivered within their expected timeframe – however, delays do occur. Please Contact us to organise an overnight courier if urgency is required.

Backorders

PilotTrain makes it a priority to stock all listed items and will notify you if your item is on back-order (in checkout and email). Customers can see if an item is on backorder at checkout. We will endeavour to contact customers with a timeframe for goods on backorder. We will wait till all of your items become in stock before dispatching your order. For split deliveries, additional charges may apply.

Despatch

We process orders same- or next-day Monday to Friday (exc. Tasmanian and national public holidays).

Order Details and Incorrect Details

You can log in to your online account at any time to view your order status. Please contact us immediately if you need to change your order details.

Refunds and Exchanges

This section details the policy for purchases made through our online store.

Our Policy

PilotTrain will happily assist customers who wish to return or exchange goods purchased from our online store and phone ordering service. Our returns policy is in addition to your rights under the Australian Consumer Law.

Physical Store Products – Change of Mind

Our change of mind policy is valid for a period of 14 days from the delivery of the purchase. If more than 14 days have elapsed since your delivery of a purchase, we are unable to offer you a refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. You will be responsible for return postage fees. Please note: delivery fees are non-refundable.

Once your return is received by our warehouse, it will be inspected. We will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

Physical Store Products – Damaged or Faulty Goods

Goods found damaged by the shipping courier will be claimed under the compensation policy with the respective courier. Please contact us for all other returns.

Return of online practice exams, courses and digital products.

Please note that online practice exams, courses and digital products cannot be returned after purchase.

Initiate a return request

Please contact us with the details of your order using the form on the support page.

Additional Information

  1. When returning your goods you should use a trackable delivery service, as we cannot guarantee that we will receive you returned item. If you are shipping an item over $100, you should purchase shipping insurance.
  2. Please note that return delivery times will vary based on your postal location.
  3. Late and missing parcels: please check your tracking number on the couriers web site. If you goods are not delivered within an expected time-frame contact the courier and submit a request with their respective departments. Please then contact us here if you have any issues.
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