faq

How Many Stores do you have?

Pivot Stove has expanded from our humble beginnings 1876 as a small manufacturing business. We have now expanded into 2 Company Stores, Warehousing, Administration, as well as a dealer network through-out Australia

Pivot Geelong– Established in 1876

It’s our original building that has a wonderful, homely showroom with a large range of Wood Heaters, Gas Log Fires and the ESSE range of cookers on display

Pivot Dandenong– Established in 2006

Melbourne’s Largest Showroom Displaying a full range of Wood Stoves, Wood Heaters, Electric Flame Fires, Gas Log Fires, and a large range of Spare Parts

Pivot Warehouse

Based in Victoria Street, North Geelong, this is our storage division where we stock all our imported products and offers our Pivot Wholesale and Pivot Stores stock solutions

Pivot Online

Australia’s 1st Online Spare Parts Web Site. The Pivot Stove and Heating online spare parts catalogue enables you to buy your spare parts for your heater or cooker in the comfort of your own home with nation-wide delivery.

Pivot Wholesale

Our Wholesale division that services not only Pivot Stores, but our dealers Australia-Wide

You have a massive range – how do I choose the right heater?

This is where Pivot is different – Our policy is not just to sell a box, but to provide the right product for you.

Our staff are all qualified and experienced and offer to walk you through the options to make sure you buy what is right for you – not just what is in stock.

For best results, bring in your house plans so we can scale and work out the right heater for your home

How do your spare parts work ?

We have an online spare parts catalogue at pivotonline.com.au that lists all our spare parts we carry for all makes and models

Only the parts we have available are listed

If you can’t find your part online, it’s no longer available

All parts are stocked in our Warehouse, where only limited parts are available at our stores

When ordering online at pivotonline.com.au your order is picked and packed and sent out with Australia Post and delivered anywhere in Australia

Online payments are made with PayPal

How do I ring you with a 1300 4 PIVOT Phone No?

1300 4 PIVOT stands for 1300 474 868

What is Pivot’s Pricing Policy

Pivot offer is Trade Prices to the Public Pivot will assist you in your selection and will package up a trade price for your requirements

Does Pivot Geelong & Pivot Melbourne have the same Range?

Yes – Both Stores have the same range, The 700Sm Dandenong Showroom offers a larger display of our products.

How do I order a product?

You can either contact us by phone or email us with your information and we can assist you.

We require the Following Information – Your Name – Postal Address – Delivery Address – Contact Phone Numbers

How do I pay?

NEVER email your credit card details

Pivot accepts – Visa Card payment by Phone – Master Card by Phone – EFT Payments (details on our Order Confirmation) – Pivot Payment Plan with our Interest Free Payment Options – PayPal – Cash

I live interstate – How can I get the goods to me?

Pivot have an extensive dealer network right across Australia

All of our range is available Australia Wide

What is the turnaround time from ordering?

Depending on the item and changes you request – we aim to have most stock items dispatched within 48 hours from ordering

What about Warranty?

Pivot has arranged with the manufactures of the heaters a Nationally covered Warranty. We can arrange any warranty to be covered anywhere within Australia

Do you reply to emails?

All emails are replied – we try to offer same day responses, but otherwise – you email will be replied to within 24 hours. The more information you provide us – the more we can assist you with providing you the right advice

I don’t know what I have – How can I identify my product?

We receive many emails with photos of the product you are trying to repair or replace – these emails are greatly accepted

Do you export?

We do export to New Zealand only

Do you have any other stores in other states in Australia

Yes, we have Local Showrooms in

Victoria
Geelong
Dandenong
NSW
WA
Canberra
Tasmania

Plus an Australian wide dealer network

I need more information on a product?

We update our web site regularly and there is more and more downloads available including – Users Manuals – Installation Manuals – Spare Part Manuals. Pivot also have an extensive library of information and photos

Let us know what you need and we can email more information to you.

What is your Return Policy?

Pivots return rate is .01%. Pivot pride ourselves in supplying the right product to you in the first place. Goods returned MUST be in the original packaging and MUST NOT have been used.

We offer Money back 7 day from date of invoice.

Custom made goods to your requirements will occur a handling fee

I saw Pivot on eBay – do you sell all products on eBay?

No – Pivot use the eBay and Trading Post to promote over stocks or manufacturer run out specials.

eBay is also a great exposure for us – with the Internet lifestyle, we are now only a click away in your home.