Shipping & Returns
Shipping Information:
All parcel deliveries weighing over 23 kg are classed as heavy goods. Australian couriers are now charging surcharges for 'heavy weight' residential deliveries. This surcharge for residential delivery of items 30kg and over, but less than 100kg is $55.00 and for items 100kg and over is $175.00
These charges are on top of the delivery fee to your home address. To alleviate this surcharge you can opt to have your order delivered to the closest depot to your home and collect it from there. You may also be able to have it delivered to your business address.
Based on the postcode you enter into our shipping calculator, there will be a quote for delivery to your home address. Please contact us for a quote for delivery to your closest depot or to a business address.
If your order weighs more than 30kg you will need a 'tail lift' delivery, so your item will need a truck with a hydraulic tail lift to offload it. Your shipping fee will include the tail lift delivery which will be calculated into your quote.
Please note: A business delivery is to commercial business addresses only. If on a pallet, unloading facilities (e.g. a forklift) must also be available at the business address. There cannot be a residence at the business address, or a home delivery fee will be charged.
If you have access to a forklift at your end when your order is delivered, you can also contact us to give you a cheaper delivery quote.
If you are unable to get a shipping quote using your postcode, please contact us as you will most likely be in a remote area that our couriers are unable to deliver to. We can arrange a special delivery to your property, and this may attract an additional fee.
Standard Delivery:
Due to OH&S regulations couriers are not permitted to move freight around your property, therefore the courier service will only deliver your item to easily accessible areas.
A standard delivery does not include inside delivery, packaging removal, or any assembling of your item. Standard delivery times are usually 2 -10 business days from dispatch and is dependent on your location.
Deliveries are shipped Monday to Friday during normal business hours and excludes weekends and public holidays. Purchases made on a weekend or public holiday will be processed the next normal business day.
The couriers we use to deliver your purchase are TNT Road Express, Capital Transport, Couriers Please, Aramex, Allied Express, and TOLL Express. On the odd occasion should we need to use a different courier we will do so.
If you know you will not be home to accept delivery and choose to give an ‘authority to leave’ please note that once your order has been delivered, the courier or Hot Fire Pits Australia cannot be held responsible if the item goes missing from your property.
Please include delivery instructions on your order. You will find an ‘Add a note to your order’ on the cart page. Alternatively, you can email us at janine@hotfirepits.com.au or fill in the Contact Us form as soon as possible.
Please note: Once your order has already been collected from the warehouse(s) and is on its way to you we cannot add any authority to leave instructions. So, it is especially important to let us know any instructions as soon as possible.
If you do require any additional delivery services, this will incur further charges. Please contact us at janine@hotfirepits.com.au or fill in the Contact Us form if you require a two-man lift, or freight moved to the rear of your property for a quote to suit your requirements.
Details of your delivery will be emailed to you. If you are not at home at the time of delivery a card will be left advising you of the next steps for re-delivery, or the nearest collection point for you to collect your order. This will depend on how the courier service deals with these instances.
In the case of a re-delivery, there could be additional charges. Any item not collected from the collection point or if a re-delivery is not arranged within 7 days will be returned to our warehouse. Re-deliveries will incur further shipping fees.
COVID-19 Delivery Measures:
To reduce the risk of COVID-19 being contracted or spread at any point of delivery, couriers have been implementing hygienic precautionary measures amongst the staff, depots, fleets, and any shared facility.
All couriers are defaulting the majority of deliveries as ‘Authority to Leave’ (ATL). They do not require a physical signature on delivery.
The driver will either knock on your door or ring your door bell, place your delivery on the ground and step away. They only have authority to note the full name of you (our customer), instead of a signature.
If no one comes to the door and the driver considers it is safe to leave the goods, ATL will be followed, and no name needed.
Order Confirmation:
As soon as you place your order, you will receive an order confirmation e-mail. This means that we have received your order in our system and pre-authorized your credit card for the purchase.
As soon as we receive your order, we automatically reach out to our suppliers to confirm that it is in stock and available for immediate shipment.
If your item is on backorder or unavailable, we will void the pre-authorization and reach out to you via e-mail.
If your item(s) are available for immediate shipment (2-5 business days), we will process the charges and submit the order for shipment.
Order Shipment:
If your order is in stock and we process the charges to your credit card, it will ship within five business days from the date of your order.
We will send you tracking information within 24 hours of your order leaving the warehouse to the e-mail address you provided when checking out.
If you do not receive tracking information from us within six business days of your order, feel free to follow up with us at sales@hotfirepits.com.au
If the item you ordered is unavailable, we will void the pre-authorization and contact you by e-mail or telephone.
If you item is pre-ordered or back ordered, we will contact you as soon as it is in stock and ready to be shipped.
If you order a made-to-order, customised or personalised item, please allow a further 2-3 weeks for the manufacturing time prior to shipping.
Damages:
Please inspect the packaging of your item(s) when they arrive, if you notice any damage you should make note of it when signing for delivery.
If your item(s) do arrived damaged, please send photos to returns@hotfirepits.com.au and we will process an insurance claim on your behalf.
Cancellations & Refunds:
All cancelled orders are subject to a $20 administration fee plus bank/paypal charges, whether or not your order has shipped.
If your order has shipped, you (the buyer) will also be responsible for actual return shipping charges.
Refunds will only be issued to the original credit card that you use when placing your order.
If for any reason you want to return your product, please read our Returns policy to get the ball rolling.