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.

Bulk items such as BBQ’s or Smokers may attract a reduced ‘pallet rate’ charge with additional options for delivery. i.e., Tailgate, Fork Lift Unload….etc.

 

What is the H&P about?

No need to sugar coat it! H&P stands for Handling and Processing and it’s a small fee we add on for orders above 25kg in weight.
 
Why, you may be asking? Due to the size and weight of most items we deliver, preparing and shipping orders comes with challenges. This is something our team members place a great deal of focus on. All orders are packed with care and monitored closely throughout it’s journey to ensure that you receive it on your doorstep in the same way it left our warehouse. No surprises! We see it as a small investment for peace of mind BBQ’ing.
 

Where can we deliver to?

We deliver all our products Australia-wide to residential and commercial addresses.

Please note that our carriers do not deliver to UNITS, APARTMENTS, PO BOXES or SELF STORAGE. We accommodate loading dock or ground floor deliveries only.

So please ensure you provide a valid delivery address at checkout. 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. Contact us immediately via email at shipping@firebrandbbq.com.au if you have made a mistake with the address and need to update it. We may not be able to assist if you let us know too late.

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. Deliveries to Northern Territory can take up to 14 days. 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, 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.

Premium services that include a two-man delivery service, tail lift requirement, carrying and placement inside, can be selected on checkout at an additional cost. Please choose carefully as your selection cannot be changed after confirmation. Driver assist may not be available with some items due to the size and weight and will require a tailgate unload or forklift unload. Firebrand is not liable for any misselection of options, damages of any kind during the delivery process and customer is liable for any expenses incurred.

 

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