If you’re reading this, it’s likely you’ve either purchased from us already, or you’re about to – so we’d firstly like to say thanks! If you don’t find the information you need below, please contact us at bbq@fireslap.com. We pride ourselves on great customer service, and doing whatever we can to make sure your experience with Fire Slap is a positive one!
ORDER CONFIRMATION VIA EMAIL
Once you have placed an order via our website you will immediately receive a confirmation email with all the important stuff you need to know. This email is auto-generated. Please check this confirmation email and if you find something to be incorrect or if you need to make a change, please contact us within 24 hours so we can help get your order exactly right before it’s dispatched (generally within 1-2 working days).
ORDER CHANGES AND CANCELLATIONS
Order changes or cancellations can only be accepted if your order has not already been dispatched. Orders are usually dispatched within 1-2 working days. To cancel or make changes to your order BEFORE DISPATCH, simply email us at bbq@fireslap.com or send us a message on Instagram or Facebook and be sure to include your order number.
NON-DELIVERIES
We trust that our freight & shipping partners do their very best to get you your order on time, every time; but sometimes packages can be delayed or returned back to our office due to incorrect addresses or simply, they get lost. Please be sure to inform Fire Slap if a product has not been delivered, this is your responsibility as the customer. Upon notification we will jump into investigation mode, track down your order and ensure that the product is delivered and received.
For orders that are returned due to an incorrect address, you may be asked to pay a repacking and postage fee.
PRODUCT AVAILABILITY
All our products should always be in stock. Very occasionally we may unexpectedly run out of something, and if this happens, we’ll do whatever we can to find a replacement for you, or offer a refund or exchange if we cannot provide an acceptable alternative.
RETURNS, EXCHANGES & REFUNDS
Unused items in their original condition may be returned or exchanged once approved by Fire Slap and only within 14 days of order receipt. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
Please note that we only offer exchanges on “change of mind” goods if the item has been unopened, unused and is in its original packaging and only within 14 days or order receipt. We unfortunately do not offer REFUNDS on goods due to change of mind and items that are on sale. We will only offer a refund if the product is faulty beyond repair or if a replacement product is unavailable.
We are unable to offer free delivery or return shipping for ‘change of mind’ returns or exchanges.
If you do need to request a return, please email us at bbq@fireslap.com Once your request is received we will send you an RMA Form (Return Merchandise Authorization Form) to print and send back with your return so we can process this as quickly as possible for you. We cannot process your refund without an RMA Form so please sit tight and request this before heading to the post office to post your item.
Once your Return has been approved please post your item along with your Order Number to:
Fire Slap
PO Box 596
Everton Park, QLD 4053
To give your return the best chance of being delivered, we recommend you send it using registered mail as we are not liable for loss of an item being returned.
For any items that are faulty or damaged upon receipt, we will refund or exchange the order at no expense to you.
FAULTY ITEMS
All products are checked prior to posting and shipped in great shape. However some products can be damaged in transit – ever seen those videos of some courier drivers throwing stuff over the fence?!
For any items that are faulty or damaged upon receipt, we will refund or exchange the order at no expense to you. Please notify us within fourteen (14) days, from the date your order arrives, about an issue with your purchase along with a photo of the fault.
If you are returning or exchanging a faulty, damaged or incorrect item, Fire Slap will pay for the packaging and postage costs.
