We offer Free shipping on selected items throughout the shop, please look for the FREE SHIPPING sticker. 

 

SHIPPING AND HANDLING

We believe our products must meet your highest expectations – and so must our service. Our goal is your complete satisfaction with your order. We send out our items daily via Australia Post, Fastway Couriers, Toll, TNT, Allied Express and Couriers Please.

Most of our products offer Free Shipping and 24 Hours Dispatch through our excellent shipping partners. Orders are generally dispatched from our warehouse the next working day after full payment is received.

We are unable to guarantee a delivery on any specific dates or times as this is not something our delivery partners would be able to guarantee either.

  • Packages can be sent to the same address as your billing address or to another address. Shipping addresses can be selected on the “shipping address” page during checkout.
  • Please make sure your registered address and contact number are correct and current (No Post Office Boxes, GPO Box, Mail Bags), as we take no responsibility for items sent to old addresses.
  • Please include a business name if the product will be delivered at a business address.
  • Please make sure there is someone home on the expected date of delivery. If no one is home when your order arrives, if the courier is Australia Post, a notification will be left in your mailbox for you to pick up your parcel in your local Post Office. If your item was shipped through Fastway, a notification will be made in advance. A re-delivery cost will occur if you are not home at the arranged time.

Our couriers will attempt to deliver to the address nominated by you. Delivery is deemed to be effected when:

  • a) we receive a signed receipt or delivery docket, and/or
  • b) if that address is unattended, delivery is deemed to have occurred and we may leave the goods unattended in a safe place at that address, and/or
  • c) if the address of delivery is unattended and we elect to re-deliver goods to you, the receiver or a third party/address, we will charge you for the costs of the re-delivery including any storage costs we may incur. You guarantee to pay any additional charges within seven (7) days of notification;
  • d) a depot or regional agent does not service a regional location and the receiver must pick up from the local depot

General Shipping Timeframes

  • Shipment may take 3-5 business days for metro areas and up to 10 business days for regional locations. If you’re not home to receive your parcel and the driver feels it’s not safe to leave, a calling card will be left and you can contact the courier direct to organise the re-delivery of your parcel.
  • The ETA will be given by the courier for reference. But for some instances, delivery might take longer than expected due to various reasons. If the package is not within the timeframe given, please refer to our ‘track your order’ page to see instructions on how to get the latest shipment update. If you’re unable to locate the tracking number of your order, feel free to contact us.
  • PLEASE NOTE:  We will not in any circumstance deliver goods to a post office box.

Undeliverable Orders

If a package is returned to us marked undeliverable, we will contact you to organise re-delivery at your own cost. If you do not respond, you will be refunded the original purchase price but not the shipping charges.

 

RETURNS

Our team always strives for the best. Any issue encounters, you are welcome to contact our customer service team in order to help you with your concern. You can email us directly at info@ozbbqshop.com.au for immediate assistance as our customer support care is available via email 24/7.

Change of Mind Return Policy

We do not offer returns for change of mind. Please make sure you have checked the item details fully or contact us to clarify something prior to purchase. If you’re not happy with your purchase you may return the item at your own cost within 3 days of receiving your order and we will issue you a store credit. Returned items must be in its original packaging and in original condition in order to receive a store credit. If you would like to return your items, please email us prior to returning at info@ozbbqshop.com.au  and we will give you instructions on how to return the item. Unfortunately, no exchanges or returns are offered for sale items or back-ordered items.

Damaged & Faulty Return Policy

If you received the package/item damaged, it should be reported within 24 hours. We make sure that we package our products securely to avoid damaged deliveries.

Please send a photo/video showing the damage in order to review by our team and will respond with further steps/instructions. Damaged items/packages will be collected by the courier company and will be assessed. You will be entitled to a refund or replacement.

If you encounter some issues with the product like not working properly, etc., please do contact our customer service team for immediate assistance. Providing a photo/video showing the fault should be included in order to resolve the issue. It will be assessed by the team and further instructions will be given.

We reserve the right to refuse any returned items that have been damaged after they are received by you, or if they are not in new condition and original packaging. Refused items will be posted back to you and additional postage will be charged. We accept no responsibility for returns that are sent by non-traceable postage methods and are not received. Unfortunately without the items we cannot issue an exchange or refund. We strongly suggest you send your returns using a traceable method.

A refund or replacement will not be provided if products are being misused, mishandled or mistakenly installed. Customers are responsible for following the instructions and advice given by the manufacturers.

Product not as described

We guarantee you that all items we offer are fitted for their general or specific purposes included in the listing information. If the criteria cannot be met, you are entitled to report it to our customer support team and it can be replaced or refunded. However, please make sure that it will be within 7 days after the products arrive at your delivery address.

A photo/video of the item’s condition is required for assessment. Products are required to be inside the original package and unused condition. Failure to do so might deny the refund.

 

PAYPAL HAS YOUR RETURN SHIPPING COSTS COVERED

The Service is available at no additional cost to PayPal account holders who have registered for it. For more information, please refer to the PayPal Returns page.

 

PLEASE NOTE: 

We reserve the right to refuse a returned items if the items do not comply to our returns policy. Refused items will be posted back to you and additional postage will be charged. We accept no responsibility for returns that are sent by non-traceable postage methods and are not received. Unfortunately without the items we cannot issue an exchange or refund. We strongly suggest you send your returns using a traceable method.