While it’s our responsibility to pack and ship your order and ensure it reaches the delivery address provided, we’re unable to take responsibility for what happens to the parcel after it has been marked as delivered by the courier.
If your order is marked as delivered but hasn’t arrived, we recommend lodging a case with Australia Post. Once you've done this, please forward the case number along with your order number to support@keepthatpump.com so our fulfilment team can investigate further.
While waiting for the case to be resolved, you can also:
- Check with anyone at your address who might have accepted the delivery
- Look around your property or mailbox area for a safe drop-off spot
- Report the issue to your local police if you suspect theft
- Consider a parcel locker or secure delivery option for future orders
If you added Order Protection to your purchase, please file a claim directly through the “File a Claim” button in your confirmation email or through the Order Protection portal.