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FAQ's

As with any purchase that you make you may have some questions when deciding to buy a Fire Pit. We have compiled the most Frequently Asked Questions.

If you can't find your question below or if we have not completely answered it, please contact us here or call us on 1300 740 377.

 

GENERAL QUESTIONS

Q: Does Hot Fire Pits Australia have a show room to visit?

No. We are an online store only.

 

Q: Why should I create an account with HotFirePits Australia?

Creating an account is great to keep track of your orders and also keeps your details on file for any future orders you may make.

 

Q: How do I create an account with HotFirePits Australia?

You can create an account on the checkout page, or by clicking on the Account icon at the top right hand side of each page. This is the middle icon between the search and cart icons.

Click on the 'Create Account' link and fill in your details. An email from us will then be sent to the address you registered with, please click the link in your email to verify your email address.

 

Q: How do I know what size fire pit to choose?

First you need to decide where you are going to set your fire pit up. Bearing in mind your safety as well as that of your neighbours’. Ensure the area around the fire pit is clear of any trees, flammable materials, or overhead structures.

Choose from our great range of fire pits the one that you are considering to buy. Check in our description the size of the fire pit that you’re interested in. 

Cut 2 pieces of string to the same diameter size of the fire pit and place them in an X on the ground, where the fire pit will be. You can then envision the size of your firepit, X marks the spot! Next, measure a minimum of 1.5 metres from where the outside of your firepit would be, then you can imagine where the seating area around the fire pit will be.

Alternatively, you can measure the area where you would like your fire pit to be placed and work out what size fire pits will fit in that area, and then search our range of fire pits that are within your desired range.

 

Q: Is there a warranty on your products?

Yes all our products are covered with a standard 12 month warranty. Some products have longer. Click here for information on our Product Guarantee page.

The quality and craftsmanship of our products is high and so we stand by them. Therefore, if you have any problem even after the warranty has expired, please contact us by completing our Contact Us form, or send an email to contact@hotfirepits.com.au

 

Q: What is the life span of your fire pits?

We have carefully considered the quality and thickness of the materials used in the designing and manufacturing of our fire pits. Our fire pit range is typically made from steel that is at least 3mm thick. This ensures that your fire pit will last longer than the lightweight fire pits that are made in China and offered at bargain prices. These cheaper products are often made from steel that is less than 1mm thick.

The life span of our fire pits will depend on a several factors. How often the fire pit is used. It's exposure to the elements. How it is stored when not in use.

Q: Can I place my fire pit undercover, on decking, tiles or lawn?

We do not recommend placing your fire pit undercover at all.

We do not recommend placing your fire pit on wooden decking or non heat-resistant tiles. This can be a fire hazard or heat can transfer through the base and ruin the condition of your decking or tiles. Coals and hot ashes can also spill over the side of the fire pit causing damage or fire.

If this is where you really want your fire pit to be placed then you should place some heat resistant insulating material beneath the fire pit. You should also exceed the width of your fire pit by a sufficient amount to protect against any coals and ash that may fall out.

Please note: Even though many of our fire pits come with their own base or stand, they are still prone to giving off residual heat that can cause damage your decking or tiles.

All fire pits should be placed on a level, stable and heat resistant surface. The best surface for your fire pit is on a non-combustible material such as concrete, sand or gravel surface.

To place your fire pit on your lawn can burn it. To prevent this you will need to place some concrete pavers or other heat resistant material underneath your fire pit.

To  make sure you’re following local laws check your local building regulations and perhaps even your insurance company.

Q: How do I keep the grill and cook plates of my BBQ Fire Pit clean and free from rust?

Before cooking on your BBQ Fire Pit for the first time you will need to season it. To do this, remove the hot plates and scrub with a soft brush in warm soapy water.

Rinse with hot water and dry with a cloth.

Let your barbecue heat for half an hour with the hood up/off and burners on high to burn off any protective coating.

Cast Iron Hotplates & grills - Turn BBQ off and coat the cooking side of the grill/plate lightly with canola oil or cooking spray, rub in with paper towel until no loose dirt or black bits comes off. Please note: Do not use olive oil, butter or margarine. Heat for another half hour and let cool.

Line the drip tray with aluminium foil and place fat absorbent materials on top.

To prevent rust on your BBQ Fire Pit’s grill and cook plates, it is important to keep them well oiled, both before and after cooking. When you have finished using your cook plates and grill you should clean and oil them and either wrap them in a clean cloth to store, or hang them on hooks in your shed or garage.

Avoid storing them in any damp or wet areas. Surface rust may appear after being stored for a while. Don't worry as this is normal and will not damage the cook plates. Simply rub the rust spots off with steel wool before cooking on them again. Then you can cook up your feast as usual!

Q: What maintenance is needed for my fire pit?     

All our fire pits are durable and low maintenance. Whether they are made from mild-steel or cast-iron, all are high-quality and made to last!

There is no care or maintenance needed for our cast-iron rusted fire pits. They are of solid structure, and have been designed without any seams or joints, therefor highly unlikely to become weakened due to rust. These fire pits are so robust that even rain will not cause any damage, so they can be left outside in the elements.

Due to the high malleability of our fire pits that are made from mild-steel they do offer plenty of style and uniqueness, but it is not advisable to leave outside in the elements. These fire pits are best to be covered or stored away in a dry shed or garage.

Q. How do I care for a heat resistant painted fire pit?

Heat resistant painted fire pits do need some care and maintenance. After some time the paint will flake off. This depends on how often you use your fire pit, the size of your fires and how long you burn them for.

Location is another factor, for example salt in the air will speed up process of rust if you live close to the beach.

We recommended to touch up the paint on your fire pit when needed or give it a new coat every year or so. You will first need to get rid of any residue, so clean the fire pit by hosing it down and giving a scrub. Make sure the fire pit is completely dry before painting. You can buy heat resistant paint from any hardware store or paint specialist shops.

It is a good idea to also give your fire pit a coat of oil-based sealant such as Penetrol. This stops rust and can be sprayed on from a can or brushed on from a  tin. You can use it to slow rust down on already rusted fire pits or to rust-proof your resistant fire pit. Please note: These products are flammable and will burn off when you light a fire. Never use it when you’re burning a fire and please read the safety precautions before you use it.

 

SHOPPING QUESTIONS

 

Q: Do you have any coupons I can use?

We regularly offer special discount codes, these will be clearly showing on our site when available to use. We offer some great discounts on selected items too, these will be listed in our 'On Sale Now' collection.

If you would like to receive updates on any upcoming promotions, specials and discount codes, we recommend signing up to our Newsletter. You can sign up on the bottom right hand side of any page on our website by filling in your email address and clicking the 'subscribe' button.

We also advertise specials through our Facebook page.

 

Q: Do you keep my credit card details?

No, for security reasons we do not hold any credit card details after any purchase has been made on our website.

Q: The item I want to order shows as 'Sold Out'. When will it be back into stock?

If an item you want to order is Sold Out, please contact us by filling in our Contact Us form, emailing us at contact@hotfirepits.com.au or calling 1300 740 377. We will let you know when it will be back in stock or pre-order if you wish.

Q: How do I know that your products are in stock?

A product can only be added to your cart if it is in stock. If an item is out of stock it will show as 'Sold Out', and will not be able to be added to your cart.

Q: What payment methods can I use?

Our online store accepts all main credit cards, as well as PayPal and AfterPay.

Q: Is checkout on your website secure?

Yes. Our website uses SSL security encryption ensuring you can shop securely online.

Q: What does SSL security encryption mean?

Secure Sockets Layer (SSL) is a standard security technology for establishing an encrypted link between a server and a browser. It means your connection to that website is secure and encrypted. Any data you enter is safely shared with that website, ensuring that all data passed between the web server and browser remains private.
 

Q: Can I place an order over the phone?

If you prefer to order on the phone we can certainly take you order. However, we recommend ordering online as a better option. This is because when you order online you can keep up to date as you will receive emails to confirm your order as well as the tracking details as soon as your order is on it's way.

 

SHIPPING QUESTIONS 

 

Q: How much does shipping cost?

Shipping costs will depend on where your location is and also on the weight of the product you're purchasing. You can easily get a shipping quote on our site before placing an order.


Q: How do I get a shipping quote?

It’s easy to get a shipping quote. Each product page has the shipping calculator which enables you to type your postcode in the box below ‘Enter postcode for shipping quote’, select your suburb from the drop down and click on the ‘Get Shipping’ button. Your quote will be calculated and show below the postcode box.


Q: Shipping is expensive, can you better your price?

We can always find cheaper shipping prices. You can choose to have the fire pit delivered to a depot that is close to you. This could save up to 15% on shipping.

Please contact us with your shipping request by completing our Contact Us form, emailing us at contact@hotfirepits.com.au, or calling us on 1300 740 377.

For more info on shipping please visit our shipping & returns page.

 

Q: Do you ship to PO Boxes or Parcel Lockers?

Unfortunately we cannot ship to PO Boxes or Parcel Lockers. Please include a valid Australian address for the delivery of your order.

 

Q: Which couriers do you use to ship with?

Since we deliver nationwide we use several different couriers - Capital Transport, Couriers Please, Fastway, Hi-Trans Express, Northline, TNT Road Express and TOLL Ipec, Express & NQX. If for any reason we need to use a different courier to these we will do so.

For more information about our shipping, please click here.

 

Q: Can you call me prior to delivery of my order?

No, unfortunately our couriers do not have the facilities to call you prior to delivery.

 

Q: Do you ship Internationally?

Currently we only ship our products to Australia. However, if there's a product that you are interested in please contact us by completing our Contact Us form, or email us at contact@hotfirepits.com.au with your full delivery address. We can check how much shipping to your country will cost. Bear in mind that most of our products are heavy and would be expensive to ship overseas.

 

Q: How soon can I get my fire pit?

Most orders will be shipped to you within 24 hours of making your purchase.

Deliveries to major Australian metropolitan areas will then take approx. 24-72 business hours. It could be up to another 24-72 hours to rural areas.

Please note: This excludes custom designs products which will take approximately one week to produce. Also, deliveries are only made on business days, during business hours.

 

Q: Do I need to be home when my order is delivered?

No, you do not need to be home for delivery. If you're not at home when your order is delivered, our courier will leave it at the front door.  

If you have any delivery instructions please include them on your order. You will find an ‘Add a note to your order’ on the cart page. Alternatively you can email us at contact@hotfirepits.com.au or fill in the Contact Us form as soon as possible.

If you prefer not to have your parcel delivered when you're not at home, we recommend using an alternate address such as your work or neighbours house.

 

Q: How do I track my order?

Once your order has been shipped, you will receive an email with tracking details. This will include the tracking number specific to your order and delivery. Simply follow the links on your email to follow the tracking of your order.

If you haven't received an email with your tracking details, please check if it has landed in your spam folder. If you still can't find it, please contact us by completing our Contact Us form, emailing us at contact@hotfirepits.com.au, or calling 1300 740 377 and we will provide you with your tracking number.

Alternatively if you have created an account with us, you can login and track your order in your account.

 

Q: Why do I need to help with off-loading my delivery? Is there an alternative?

Most of our fire pits are large heavy items and most couriers will need to use a tail lift for anything weighing over 40kg.

The use of a tail lift is an additional $50 and we want to help you save this fee if possible. To save the $50, most of our customers are happy to help the courier off-load the fire pit when it is delivered.

If you are unable to assist, we can provide an alternative, however this will also incur an additional delivery fee.

Q: What is a "Tail Lift"?

A tail lift is a specialised delivery service. The courier will have a hydraulic jack on their truck so they can off-load on their own without any assistance.

Any product over 40kg will be delivered using a tail gate. Your shipping fee will include the tail lift delivery which will make it more expensive than a normal delivery.

 

Q: I've only received part of my order. Where is the rest of it?

If you have ordered multiple items, we may have consolidated them into one carton. Please check the carton if you think you have not received all of your order.

If your tracking number shows there should be more than one carton and you have only received one, please contact us by completing our Contact Us form, emailing us at contact@hotfirepits.com.au or calling 1300 740 377.

Sometimes orders can be split up and cartons are delivered separately, we can advise when your next carton(s) will be delivered.

 

EXCHANGE OR REFUND QUESTIONS

 

Q: My product has arrived damaged. What do I do?

Although we take extensive care when packaging orders, sometimes damages happen during transit. Please inspect the packaging of your item(s) on delivery, if you notice any damage please make note of it when signing for delivery.

If your item(s) has arrived damaged, please send photos to returns@hotfirepits.com.au and we will get back to you on how we can best resolve the issue. Please include photos of all damage, including the item and any damaged packaging.

 

Q: Do you accept returns or exchanges?

We want you (our customer) to be completely satisfied with your purchase, so yes we do accept returns and exchanges. To return or exchange your item you will need to contact us within 30 days of purchase.

You will need to make sure the product and packaging is still in a perfect re-saleable condition, with no missing product parts and no damage to the packaging.

Once we have received your returned product, we will process the refund or exchange.

Please note: We do not refund shipping costs. Therefor for a Refund - we will only refund the product cost. For an Exchange - You will also incur a new shipping cost when the exchanged product is shipped out.

 

Q: How much time do I have to return an item?

If you change your mind or are not happy with your purchase, please contact us within 30 days of the purchase date. Please read our returns policy here.

 

Q: How long will it take to get my refund?

If you are returning your product due to change of mind, your refund will be processed once we receive the product in saleable condition (i.e. unopened packaging and in brand new perfect condition).

There is a few products that manufacturer does not covered for change of mind returns. These are clearly stated in the product pages under the Guarantee tab.

Refunds will only be issued to the original credit card that you use when placing your order. Once the refund has been processed, it can take up to a few business days for the funds to be received back onto the card the original order was placed with. This is dependent on your bank. See our returns policy here.

 

How do I become a supplier to your online store?

If you are a supplier of fire pits and/or fire pit furniture or fire pit accessories and would like to supply us with your products, please contact us by completing our Contact Us form, emailing us at contact@hotfirepits.com.au, or by calling us on 1300 740 377.