Delivery Information

Can items be picked up?

YES, we have a ‘Click & Collect’ system. Select this option on checkout and we’ll have your items ready for collection within the hour. 

We are located at 9 Penny Place, Arndell Park 2148 NSW. We are open Mon – Fri from 9am to 5pm and Sat from 9am to 2pm.

 

How much does shipping cost?

To calculate your delivery costs, please select your desired products and enter your postage address/shipping details at the cart page. If you are already logged in then the shipping cost will appear automatically.

Shipping costs are calculated based on the weight and volume of the order and the delivery destination. In some cases, there may be more than one shipping option for your entered location.

 

How Does Free Shipping Work?

Free Shipping is only applicable for Pantry Items (i.e., rubs, sauces, marinades, etc) with a total order value over $150. Free Shipping is available to most cities and metro areas around Australia. Eligibility is confirmed at cart stage once your shipping details have been entered.
 
 

How Does Flat Rate Shipping Work?

Flat rate shipping works by calculating the total cubic dimensions and weight of the items you have selected and assigning it to a flat rate box. If the total combined cubic dimensions (inc. weight) is greater than what can fit within the parameters of the flat rate box then normal shipping rates will apply.
 
We recommend utilizing our Flat Rate Shipping for pantry items and selected smoking woods and accessories.
 

Flat Rate Shipping Applicable Zones
Sydney Metro (2000 – 2234),
Canberra Metro (2600 – 2609),
Melbourne Metro (3000 – 3207),
Brisbane Metro, 4000 – 4207, 4300 – 4305, 4500 – 4519),
Gold Coast (4208 – 4287),
Sunshine Coast (4550 – 4575),
Adelaide Metro (5000 – 5199),
Perth Metro (6000 – 6199),
Hobart Metro (7000 – 7099),
Darwin Metro (0800 – 0832).
All other areas will attract standard shipping charges.

 

Where can we deliver to?

We deliver all our products Australia-wide.

Please note that our carriers do not deliver to PO BOXES or SELF STORAGE, so please ensure you give your full delivery address at checkout. Please ensure that the address you have provided is the correct address as Firebrand Australia will not be held liable for any wrongly provided or mis-typed addresses.

Couriers can deliver to units or apartments, however in most cases the items may be left in front foyers at the discretion of the courier. Please leave additional details on check out if you would like to request delivery to your specific level or front door.

Your items do not require a signature on delivery so please ensure you or someone is present to receive delivery.

It is at the discretion of the courier to leave items in a safe place at the designated address. If you have a specific area you want your items placed (i.e., behind pot plant on front porch) then ensure this information is entered at check out.

Firebrand Australia will not be held liable for lost items or any damage to property in cases of the above.

 

When will my order be shipped?

Most products are usually shipped within 24 hours and will be conveniently delivered to your home or office.  If the products are not available for immediate shipping, the shipping availability will be shown on the product page.

There are, on very rare occasions, unexpected delays to the dispatch date shown on the invoice, and in such cases, we will notify you and update the shipping date shown on the product page accordingly.

 

When will I receive my order?

Deliveries take place Monday – Friday during normal business hours, excluding public holidays.

We estimate that orders being delivered to Sydney, Melbourne, Brisbane take between 1-3 business days, and for Adelaide & Perth between 4-6 business days, and for the rest of Australia between 5-10 business days. However, as a rule of thumb please allow up to 10 business days for all deliveries.

Note: Firebrand Australia does not ship any items from Christmas Day each year until the second week of January at which time our dispatch department will be temporarily closed. Please consider the extra delay time during this period.

 

What if there is more than one product on my order?

If all products are in stock and marked as ‘In stock’, then all your products will be sent in the same delivery. 

On some occasions, you may receive your items in separate deliveries. We have no control over this and it is conducted at the discretion of the courier companies. 

If you have special delivery requirements or would like to delay delivery of some or all products, please contact us at shipping@firebrandbbq.com.au to or leave a comment in the comments field at checkout, and we will contact you. There may be some extra costs for some special delivery requirements.

 

How will my order be delivered?

We use carriers that are both convenient and cost-effective. We are confident that we offer the best value shipping rates in Australia for our product lines.

Our couriers offer a door-to-door service, however this does not include taking the items inside, upstairs or in lifts, placement or removal of packaging.

 

** OVERSIZE ITEMS: Drivers may need assistance to carry items from the vehicle for anything designated as oversize (over 25kgs per box), as per OH&S requirements. For delivery addresses that have limited access or are not on the ground floor, we suggest getting the help of family, friends or a neighbour to assist bringing your items inside. If no one is available to assist the driver, please contact us at shipping@firebrandbbq.com.au and we will be happy to advise if an assisted delivery could be arranged for your order at an extra cost.

For premium services that include a two-man delivery service, tail lift requirement, carrying and placement inside, and/or assembly, please contact us for a quote in advance of ordering.

 

Do I have to be home to receive my order?

No, the courier will leave the items where they see fit. If you require your items to be placed in a specific location then please advise on check out and this information will be passed on to the courier. Neither Firebrand Australia nor the courier will be held liable for any loss, theft, or damage to your item once delivered.

 

How do I track my order?

You will be emailed tracking details after your order has been shipped. You can always call or email us with your query and we would be happy to assist.

 

What happens if my order is lost or damaged in transit?

While we use the best carriers in Australia, on very rare occasions, products can be lost or damaged in transit.

If the carrier advises you that an order is lost in transit, please contact us at shipping@firebrandbbq.com.au for assistance.

If your item arrives damaged, please contact us at shipping@firebrandbbq.com.au and we will assess the damage in accordance with our warranty policy.

Commercial Orders

For commercial or bulk orders with special delivery requirements, or if you would like to arrange for delivery by your own carrier, please contact us at sales@firebrandbbq.com.au