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Pioneer Retail ("we" and "us") is the operator of (https://pioneerretail.com.au/) ("Website"). By placing an order through this Website you will be agreeing to the terms below. These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations on our service.
1. General
Subject to stock availability. We try to maintain accurate stock counts on our website but from time-to-time there may be a stock discrepancy and we will not be able to fulfill all your items at time of purchase. In this instance, we will fulfill the available products to you, and contact you about whether you would prefer to await restocking of the backordered item or if you would prefer for us to process a refund.
2. Shipping Costs
Free Shipping
3. Returns
3.1 Return Due To Change Of Mind
Pioneer Retail will happily accept returns due to change of mind as long as a request to return is received by us within 14 days of receipt of item and are returned to us in original packaging, unused and in resellable condition. Return shipping will be paid at the customers expense and will be required to arrange their own shipping.
Once returns are received and accepted, refunds will be processed to store credit for a future purchase. We will notify you once this has been completed through email.
(Pioneer Retail) will refund the value of the goods returned but will NOT refund
the value of any shipping paid.
3.2 Warranty Returns
Pioneer Retail will happily honor any valid warranty claims, provided a claim is submitted within 90 days of receipt of items.
Customers will be required to pre-pay the return shipping, however we will reimburse you upon successful warranty claim.
Upon return receipt of items for warranty claim, you can expect Pioneer Retail to process your warranty claim within 7 days.
Once warranty claim is confirmed, you will receive the choice of:
(a) refund to your payment method
(b) a refund in store credit
(c) a replacement item sent to you (if stock is available)
4. Delivery Terms
4.1 Transit Time Domestically
In general, domestic shipments are in transit for 2 - 7 days
4.2 Shipping Time Increase
Airmail (ePacket)
Original shipping time estimation: 1-2 weeks or 1-3 weeks.
We’ve increased the shipping time estimation now for all countries to 2-6 weeks.
Note: the above updated estimations are based on the information provided by our logistics partners and our judgement of the situation. We unfortunately can’t guarantee shipping times.
What's the Reason for Shipping Time Delays?
Delays are often a combination of the following, though it may differ per country):
There's currently less air freight capacity for flights from China (IMPROVING).
The process of shipping from China is somewhat longer due to health safety measures at shipping companies (IMPROVING).
Slight increases in custom clearance time.
Local postal companies are currently dealing with more packages than usual as everyone prefers ordering online. As a result, they prioritize local orders over parcels from China.
We've less oversight on the postal service situation in local countries outside China. For this we recommend you to consult the websites of your local post, to see if they report any disruptions for international parcels.
Hygiene
We've received question regarding the safety of our teas. We would like to reassure you that our teas are absolutely safe. Our offices and warehouses are cleaned twice a day, and each our staff maintain personal hygiene through frequent hand washing.
There's no indication or evidence that the Corona virus can travel from parcels or tea leaves. If you do still worry, you may avoid teas harvested (and packed) in 2020. To see the harvest season and year, you may visit the individual product pages and click the 'additional information' tab.
Our staff are not affected by the Corona virus and we maintain different shifts for the packing team, so that there are no more than 2 colleagues at once in the warehouse. Our staff also maintain a distance of 2 meters from each other.
Final Note
Stay safe, and look after your loved ones and the elderly in your country!
4.3 Dispatch Time
Orders are usually dispatched within 2-7 business days of payment of order Our warehouse operates on Monday - Friday during standard business hours, except on national holidays at which time the warehouse will be closed. In these instances, we take steps to ensure shipment delays will be kept to a minimum.
4.4 Change Of Delivery Address
For change of delivery address requests, we are able to change the address at any time before the order has been dispatched.
4.5 P.O. Box Shipping
Pioneer Retail will ship to P.O. box addresses using postal services only. We are unable to offer couriers services to these locations.
4.6 Military Address Shipping
We are able to ship to military addresses using USPS. We are unable to offer this service using courier services.
4.7 Items Out Of Stock
If an item is out of stock, we will wait for the item to be available before dispatching your order. Existing items in the order will be reserved while we await this item.
4.8 Delivery Time Exceeded
If delivery time has exceeded the forecasted time, please contact us so that we can conduct an investigation.
5. Tracking Notifications
Upon dispatch, customers will receive a tracking link from which they will be able to follow the progress of their shipment based on the latest updates made available by the shipping provider.
6. Parcels Damaged In Transit
If you find a parcel is damaged in-transit, if possible, please reject the parcel from the courier and get in touch with our customer service. If the parcel has been delivered without you being present, please contact customer service with next steps.
7. Duties & Taxes
7.1 Sales Tax
Sales tax has already been applied to the price of the goods as displayed on the website
7.2 Import Duties & Taxes
Import duties and taxes for international shipments may be liable to be paid upon arrival in destination country. This varies by country, and Pioneer Retail encourage you to be aware of these potential costs before placing an order with us.
If you refuse to to pay duties and taxes upon arrival at your destination country, the goods will be returned to Pioneer Retail at the customers expense, and the customer will receive a refund for the value of goods paid, minus the
cost of the return shipping. The cost of the initial shipping will not be
refunded.
8. Cancellations
If you change your mind before you have received your order, we are able to
accept cancellations at any time before the order has been dispatched. If an order has already been dispatched, please refer to our refund policy.
9. Insurance
Parcels are insured for loss and damage up to the value as stated by the courier.
9.1 Process for parcel damaged in-transit
We will process a refund or replacement as soon as the courier has completed their investigation into the claim.
9.2 Process for parcel lost in-transit
We will process a refund or replacement as soon as the courier has conducted an investigation and deemed the parcel lost.
10. Customer service
For all customer service enquiries, please email us at help@pioneerretail.com