Shipping Policy
Fire Terminator ANZ Shipping Policy: Australia & New Zealand
At Fire Terminator ANZ, we're committed to delivering our innovative, eco-friendly fire suppression solutions to you safely, efficiently, and with full transparency across Australia and New Zealand. Please review our shipping policy to understand what to expect when you place an order with us.
1. Order Processing & Dispatch
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Order Confirmation: Once your order is successfully placed, you will receive an immediate order confirmation email.
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Processing Time: We typically process and dispatch orders within 2-5 business days from our Queensland warehouse.
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Please Note: During peak seasons (e.g., public holidays, major sales events) or for large/bulk orders, processing times may be slightly longer. We will communicate any significant delays.
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Business Days: Our operations run Monday to Friday, excluding Australian and Queensland public holidays. Orders placed on weekends or public holidays will be processed on the next business day.
2. Shipping Methods & Delivery Times
We partner with reliable courier services to ensure your products arrive safely. Due to the nature of our products (fire suppression, which may be classified as dangerous goods for transport), specific carriers are chosen to comply with all safety regulations.
2.1. Australian Deliveries
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Primary Partners: We primarily use [mention specific couriers if you use them, e.g., Australia Post, Sendle, Aramex, specialised dangerous goods couriers].
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Estimated Delivery Times (after dispatch):
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Queensland (QLD): 2-4 business days
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New South Wales (NSW) & ACT: 3-6 business days
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Victoria (VIC): 3-7 business days
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South Australia (SA): 4-8 business days
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Tasmania (TAS): 5-9 business days
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Western Australia (WA): 6-12 business days
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Northern Territory (NT): 7-14 business days
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Tracking: Once your order is dispatched, you will receive a shipping confirmation email containing a tracking number. You can use this number to monitor the progress of your delivery directly on the courier's website.
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Remote & Regional Areas: While we strive for nationwide coverage, delivery to some remote regional areas or Australian islands may have longer delivery times or incur additional charges. If this applies to your address, we will contact you before dispatch to discuss options.
2.2. New Zealand Deliveries
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Customs & Duties: For orders shipped to New Zealand, customers are responsible for any applicable import duties, taxes (including NZ GST), and customs clearance fees. These charges are levied by New Zealand Customs Service upon arrival and are not included in your purchase price or our shipping fees. We recommend checking with NZ Customs for current rates before placing your order. For items over NZ$1000, a Customs Number (Client Code) may be required.
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Dangerous Goods Regulations (NZ): Fire suppression products are classified as dangerous goods. We ensure all shipments comply with relevant New Zealand dangerous goods transport regulations (e.g., those enforced by Maritime New Zealand for sea freight, or CASA for air freight). This may require specific packaging, labelling, and documentation.
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Estimated Delivery Times (after dispatch & customs clearance):
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Typically 5-15 business days for metro areas, but please allow for potential customs processing delays.
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Remote areas may take longer.
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Tracking: A tracking number will be provided in your shipping confirmation email.
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Documentation: We will provide all necessary commercial invoices and dangerous goods declarations required for customs clearance.
3. Shipping Costs
Our shipping costs are calculated to provide you with the best value while accounting for the safe and compliant transport of our products.
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Individual Cans: A flat rate shipping fee of AUD$9.00 applies per can for Australian deliveries.
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Multiple Cans (2-19 cans): Shipping costs for 2 or more cans will be calculated at checkout based on weight, dimensions, and destination.
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Bulk Orders (20 cans / 1 carton and above): For larger quantities (commercial or wholesale purchases), please contact us directly at info@fireterminator.com.au for a personalised shipping quote. We can arrange competitive freight options.
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New Zealand Shipping: Shipping costs to New Zealand will be calculated at checkout based on weight, dimensions, and international freight rates. Please remember, this excludes local duties and taxes.
4. Delivery Information
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Delivery Address: Please ensure your shipping address is complete and accurate, including any unit numbers, business names, or specific delivery instructions. We cannot be held responsible for delays or non-delivery due to incorrect address details provided by the customer.
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Authority to Leave (ATL): By default, if no one is available to receive the parcel, the courier may leave it in a safe place at your property if they deem it secure. If you do not wish for your parcel to be left unattended, please specify this in the "Order Notes" section during checkout, and we will request a signature on delivery (this may incur an additional charge from the courier).
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Undeliverable Parcels: If a parcel is returned to us as undeliverable (e.g., incorrect address, multiple failed delivery attempts, refusal to pay customs duties in NZ), we will contact you to arrange re-delivery. Please note that re-delivery charges will apply.
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Delivery Restrictions:
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We are currently unable to deliver to PO boxes for safety and regulatory reasons. Please provide a physical street address.
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We do not deliver to army barracks or hotels.
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5. Damaged or Lost Shipments
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Damaged Goods: If your order arrives damaged, please take photos of the damage to both the packaging and the product(s) immediately and contact us at [Your Customer Service Email] within 48 hours of delivery. We will work with the courier to resolve the issue and arrange a replacement if necessary.
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Lost Shipments: If your tracking information shows no movement for an extended period, or if you believe your parcel is lost, please contact us. We will initiate an investigation with the courier to locate your package. Please allow time for the courier's investigation process.
6. Returns & Refunds
Our shipping policy should be read in conjunction with our comprehensive Returns and Refunds Policy, which outlines procedures for change of mind returns and faulty products.
7. Legal Compliance (Australia & New Zealand)
Fire Terminator ANZ adheres to the Australian Consumer Law (ACL) and relevant New Zealand consumer protection legislation. Our shipping policy is designed to be transparent and not misleading regarding delivery times, costs, and procedures. As fire suppression products are classified as dangerous goods, we strictly comply with:
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Australia:
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The Australian Code for the Transport of Dangerous Goods by Road & Rail (ADG Code).
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Regulations by the Civil Aviation Safety Authority (CASA) for air freight.
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Regulations by the Australian Maritime Safety Authority (AMSA) for sea freight.
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New Zealand:
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New Zealand Customs Service import regulations.
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Maritime New Zealand rules (e.g., Part 42B - Safety Equipment – Fire Appliance Performance Standards) for marine transport.
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Relevant dangerous goods transport regulations for road and air.
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8. Contact Us
If you have any questions about our shipping policy or your order, please don't hesitate to contact our customer service team:
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Email: info@fireterminator.com.au
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Phone:+61 1800 572 112
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Operating Hours: Monday - Friday, 9:00 AM - 5:00 PM AEST
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Tel. 1800 572 112
info@fireterminator.com.au
#801, Corporate Ct, Corporate Ctr 2,
Whyndham Bld Bundall,
Gold Coast, QLD 4217