Our Frequently Asked Questions cover common topics such as orders, payments, shipping, returns, and warranties. If you can’t find the answer you need, please contact us using the form at the bottom of the page and we’ll respond as soon as possible.
Ordering & Payments
Simply order online securely through our website by adding your desired product/s to your cart, proceeding through to checkout, and submitted your order. Once payment clears, we confirm stock with our supplier and email you a Sales Order Confirmation. Please make sure emails from @waterpumpsdirect.com.au don’t go to your spam or junk folder.
Products are listed as available to order, but because we normally ship direct from suppliers, stock levels aren’t always current. In rare cases, a supplier may advise an item is temporarily unavailable after you place your order. If this happens, we’ll let you know as soon as possible and offer you the choice to either:
1) wait for restock (with an ETA if available),
2) switch to a similar alternative, or
3) receive a full refund including any fees.
Yes — orders should be placed by someone 18 or older. If you’re under 18, a parent or guardian needs to agree to the order, as they will be considered the contracting party.
After you place an order, you’ll first receive an Order Confirmation email with your order details. Once stock is confirmed and scheduled, we’ll send you a Sales Order Confirmation. Your official Tax Invoice is then emailed after the order has been dispatched. Please ensure emails from @waterpumpsdirect.com.au don’t go to your spam or junk folder.
We accept debit and credit cards securely processed by Stripe, along with any other options shown at checkout. Your card details are handled directly by Stripe — Water Pumps Direct never stores your full card number. Stripe may securely retain your payment method for convenience (e.g. faster future checkouts), but you can manage or remove saved details through your account.
We also accept bank transfer and PayID. For bank transfers, our BSB and account number are provided at checkout and in your order confirmation email. Orders remain “on hold” until funds clear (usually 1–2 business days). To pay via PayID, enter our ABN 32 058 768 827 in your banking app, which will display our registered business name Webporter (parent company of Water Pumps Direct).
💡 Bank transfer and PayID can help avoid card surcharges, but dispatch only occurs after funds are received.
A small non-refundable transaction fee may apply to certain payment methods, such as credit or debit cards processed via Stripe. This fee covers our direct merchant costs and helps us remain competitive on listed prices. To avoid these fees, you can pay via bank transfer or PayID, which do not attract surcharges.
Note: If your order cannot be fulfilled, any refund will include the transaction fee as well as the purchase price of the product(s).
Unfortunately, we do not accept orders over the phone. All orders must be placed securely through our website. This ensures a smooth process, accurate order details, and minimises the chance of errors.
For the fastest response, please submit your enquiry through our Contact page, where you can select the nature of your enquiry and have it directed to the right team. Handling all enquiries online helps us streamlined support and keep our prices competitive.
While our process is designed to be handled online, in some cases our team may reach out by phone and/or SMS if we believe a quick discussion is the best way to resolve your enquiry. If you’re comfortable with this, please include your mobile number when submitting your enquiry.
If you have complex technical details to discuss, we recommend reaching out to one of our trusted partners or the manufacturer of the pump you’re interested in. For example, one of our most trusted partners is REEFE, who can be contacted on 1800 807 604 for advice on their pumps or to help you choose the most suitable solution.
If you’ve made a mistake or need to change your order, please reply to your Order Confirmation email as soon as possible (check your Junk or Spam folder if you don’t see it). Alternatively, you can submit a change to your order through our Contact page.
We’ll do our best to update your order, but once it has been processed with our supplier or warehouse, please understand that changes may not always be possible. We will confirm via email once your request has been reviewed.
If you wish to cancel, please reply to your order confirmation email as soon as possible for the best chance (check your Junk or Spam folder if you don’t see it). Alternatively, you can submit a change to your order through our Contact page.
We’ll always do our best, but cancellations can’t be guaranteed once the order is underway with our supplier or warehouse. Cancellations are at our final discretion, and we’ll confirm via email if your request has been approved.
For full details, see our Terms and Conditions.
Shipping & Delivery
In-stock items normally dispatch within 24–48 hours (next business day).
On rare occasions, a supplier may advise us that an item is unavailable when we process your order. If this happens, we’ll contact you promptly and offer:
• a full refund,
• a suitable alternative, or
• the option to wait on back-order if an ETA is available.
Tracking is emailed after dispatch, however typical timeframes are:
- QLD / NSW / VIC (metro): ~1–3 business days
- SA / TAS (metro): ~3–6 business days
- Regional QLD / NSW / VIC (regional): ~3–6 business days
- Regional SA / TAS: ~5–8 business days
- WA / NT: ~7–12 business days
Shipping costs are calculated at checkout based on your items and delivery address.
No. Please provide a street address so your order can be delivered by courier or Australia Post.
Couriers and Australia Post may deliver with or without an Authority to Leave. If the driver feels it is unsafe, your parcel may be taken to a depot or post office for collection.
Tracking information is emailed once your order has been dispatched. Please check your junk/spam folder if you don’t see it.
Please inspect your delivery within 7 days and contact us via reply to your order/invoice email with details and photos so we can resolve it quickly.
If pickup is listed as an option at checkout, then yes, you can collect your order from warehouse. Normally, pickup is available the next business day, however please await approval and further instruction from us first.
For more details, see our Shipping and Delivery information page.
Returns & Refunds
If a product is faulty, unsafe, not as described, or doesn’t do what we said it would, you are entitled to a repair, replacement, or refund. Unless the issue is obvious, we may first ask you to do some troubeshooting. For major faults (as defined under Australian Consumer Law), you have the right to choose between a refund or a replacement.
Sometimes issues with pumps are less obvious than a missing part. If you’ve checked the product manual, spoken with the manufacturer’s support team, and if installed are confident the pump has been correctly installed, please contact us (select “Warranty Support / Troubleshooting” for the nature of your enquiry).
Not as a standard policy. In exceptional cases, and only where agreed in writing, we may accept an unused product in its original packaging. A 25% restocking fee (minimum $50) will apply, return freight is at the customer’s cost, and any original shipping charges or fees are non-refundable (or will be deducted from the refund amount if included in the product price). So please choose carefully.
Returns and remedies are not available if you:
• chose the wrong model or specification,
• changed your mind,
• misused or incorrectly installed the product, or
• cannot provide proof of purchase.
For correct installation and to protect your warranty, we recommend using a licensed plumber.
Please contact us before sending anything back — goods should not be returned without approval. Provide your tax invoice and details (including photos if possible) so we can advise the best course of action. In many cases, it is faster and more efficient to deal directly with the manufacturer’s service centre, especially for pump issues. If needed, we can help connect you with them or assist with the process.
Once your return is approved, refunds are normally issued back to the same payment method used for purchase. If you paid by PayID, we can process the refund to a PayID or nominated bank account. Transaction fees and delivery charges are non-refundable, except where goods are returned and accepted due to a fault.
For more detail, see our Returns and Refunds information page.
Warranty
Yes. Most pumps are covered by a manufacturer’s warranty against defects in materials or workmanship. If your pump has failed but was correctly installed, protected from the weather, and not damaged by an external event, it may be covered under the warranty period. Warranty timeframes vary between brands, so please check the details for your specific pump. If you have a problem, we recommend contacting the manufacturer directly in the first instance, as they can often resolve issues quickly.
Warranty claims are usually managed directly by the manufacturer through their authorised service centres, and in many cases this is the fastest way to resolve an issue. If you bought your pump through Water Pumps Direct, then we are happy to liaise with the manufacturer on your behalf to help with the process.
Pump warranties generally cover manufacturing faults and failures that occur under normal use. They do not cover misuse, neglect, incorrect installation, normal wear and tear, or consumable items such as seals and filters.
Note: Many manufacturers also require external pumps to be properly sheltered from the weather. If it appears your pump was not adequately protected, a warranty claim may be denied.
To make a warranty claim, please reply to your original invoice email or contact us (select “Warranty Support / Troubleshooting” for the nature of your enquiry). A valid proof of purchase (such as your Water Pumps Direct tax invoice) is required for all claims. Without it, neither we nor the manufacturer can process your claim. Providing photos and details of the fault will also help, and in some cases the product may need to be returned for inspection.
For more detail, see our Warranty Information page.
Accounts, Communication & Privacy
When you place an order, an account is automatically created based upon your email address. You will receive an email with link requested you to set your password. For future orders, please log in with your same account. Accounts allow us to more easily identify you, your orders and allows you to more easily place future orders while seeing your historical orders and Tax Invoices all in one place.
We’ll keep you updated primarily by email, and occasionally by SMS when we see a need. Please make sure emails from @waterpumpsdirect.com.au are not filtered into your spam or junk folder.
After placing an order, you’ll receive:
• an Order Confirmation with your order details,
• a Sales Order Confirmation once stock is confirmed and scheduled, and
• your Tax Invoice after dispatch.
We collect your information to process orders, arrange delivery, improve our services, and share promotions or special offers. Your details are only shared with trusted providers to fulfil your order, such as couriers and payment processors like Stripe.
Yes. We use cookies for core website functions, analytics, and advertising (including Google and Bing remarketing). You can manage or block cookies in your browser settings, but some features may not work properly without them.
You can update details like your name, address, and contact information by logging into your account. If you’d like a copy of the personal information we hold about you, or need something corrected, please contact us.
Water Pumps Direct never stores your full card details on our servers. All card payments are processed securely through Stripe, our trusted payment provider.
Stripe may securely store your payment method for convenience — for example, to allow faster future checkouts or to re-authorise a payment if needed. When you place an order, your card is first authorised (not fully charged). We usually capture payment once your order is confirmed for fulfilment.
You can manage or remove saved payment methods with Stripe at any time through your account, or contact us if you’re unsure.
Yes. Every marketing email we send includes an unsubscribe link at the bottom — simply click it to stop receiving future emails. You can also contact us if you’d like us to remove you from our mailing list.
If you forget your password, click the “My Account” (person) icon at the top of the page and select “Forgot Password”, or reset it directly here. You’ll receive an email with a secure link to reset it and choose a new password.
For more details, see our Privacy Policy.
About Us
Yes. Water Pumps Direct is proudly Australian owned and family run, operated by the same team behind Tank Shop. That means real people behind the business, a personal commitment to great service, and a focus on helping fellow Australians find the right water pump solution.
Our parent business, Webporter, has been operating since 2002, originally providing web design and hosting services. In 2011, we became the online marketing team for leading tank brands including National Poly Industries, Clark Tanks, and Team Poly, which is how we first entered the water storage and pump industry.
Since 2016, we’ve been selling tanks and pumps directly through our sister business Tank Shop, building strong relationships with manufacturers and suppliers. With Water Pumps Direct, we’re now focused on making it even easier for Australians to buy quality pumps online — backed by decades of experience and long-standing industry partnerships.
Most orders are shipped directly from trusted manufacturer and their distribution centres. This reduces unnecessary handling, speeds up delivery, and ensures you receive a brand-new product straight from the source — not one that’s been sitting on a store shelf, handled repeatedly, or previously returned.
Yes. All pumps are sourced directly from trusted Australian suppliers and leading manufacturers. You can be confident you’re getting genuine, high-quality products with full manufacturer support and warranty.
For more details, see our About Us or Why Choose Us?.