Shipping policy

This policy explains how orders from Fireplace Solutions Australia are delivered. It should be read together with our Terms of Service and Refund Policy.

Where we deliver

We deliver to addresses within Australia. We do not ship overseas.

Freight cost

Freight is calculated at checkout from your delivery address and the size and weight of your order, and is shown to you before you pay.

Delivery times

Many of our products are special-order goods supplied for your order, so delivery times vary with the product and the delivery address. Delivery dates and supplier arrival dates are estimates unless we expressly agree to a guaranteed date in writing. Supplier, manufacturing, shipping and freight delays can occur and are outside our control.

Curbside delivery

Unless expressly agreed otherwise in writing, delivery is a curbside delivery service only. Curbside delivery means delivery to a safe and reasonably accessible location at the boundary of the delivery address, as determined by the driver.

It does not include carrying goods inside a building, navigating stairs, installing the goods, removing packaging or positioning the goods at their final installation location.

What we need from you

You are responsible for:

providing accurate delivery details;
ensuring suitable vehicle access;
telling us beforehand about any access restrictions;
being present during the agreed delivery period; and
providing enough people and equipment to move the goods safely after delivery.

If delivery cannot be completed because nobody is available, the delivery address is incorrect, access is unsafe or unsuitable, or relevant access restrictions were not disclosed, you may be charged the reasonable cost of storage, return freight and redelivery. Any redelivery date will be arranged after the applicable redelivery charges have been paid.

Checking your delivery

Please inspect all packaging and goods as soon as reasonably possible after delivery and before installation. If packaging or goods appear damaged, or packages or components are missing:

note it on the delivery docket, where possible;
photograph the packaging, pallet and product;
keep the product, all packaging and the delivery documents;
do not install, assemble, alter or use the product; and
tell us within 24 hours of delivery where reasonably possible, with photographs and your order number.

Reporting promptly helps us lodge a claim with the carrier or supplier and resolve the problem faster. Please do not refuse delivery or return a product to the carrier unless we ask you to, except where accepting the delivery would be unsafe.