Shipping & Returns Policy
Shipping Rates
Every page includes a real-time calculator to give accurate shipping charges and an option for express shipping where possible. If you have questions about rates, or something doesn't seem right please call us as we can use alternate quotation systems.
Priority Processing
When you select and pay for Priority Processing before 1pm AEST, your order joins our priority dispatching queue and will be picked, packed and dispatched from our website on the same day (for in-stock items). If one of the items you ordered is out of stock, you will be contacted from one of our friendly staff within 2 hours to give you a suitable subsitite or given an ETA
Handling Time
We currently ship 98.5% of all in-stock items placed before 2.00pm on the same day. Where this is not achieved, they will be dispatched the following day. If it can't be dispatched in this time frame, we will contact you via email or phone within 24 hours of receiving your order.
Transit Time
All items are dispatched from our national dispatch centre at 59 Brunel Rd Seaford VIC 3198. Shipping timeframes will vary depending on your location and the shipping method selected at checkout, however, we offer the following timeframes as a guide for NON-EXPRESS services. Express services may be available depending on which products you order and will on most occasions be quicker. Please note, during peak periods such as December, please allow an additional 1-3 working days for transit time as the courier networks reach capacity.
Melbourne Metro: 1-3 working days
Sydney/Adelaide metro: 2-4 working days
Brisbane metro: 3-5 working days
Perth metro / Tasmania: 5-6 working days
Darwin metro: 8-9 working days
If you are outside a metropolitan area, please allow an additional 3-4 working days from your nearest capital city.
We offer the above timeframes as a guide only as shipping timeframes are unfortunately out of our control. You are purchasing at your own risk and we take no responsibility and offer no compensation if your order is not received by the date you need it by. While we are able to log inquiries and investigations with couriers on your behalf, we do not have access to see anything other than the same tracking information you can see on the courier's website. If you have a preferred courier, please let us know, otherwise, the cheapest courier will be used by default unless you have selected an express service.
Packaging
All items are packed appropriately for shipping to your location and as per the requirements of the transport company used for your shipment. This can include printed boxes, bubble wrap, satchels, black wrapping, etc. We use a range of freight companies to ensure the most affordable and secure shipping to you. This includes Australia Post, Couriers Please, UPS, TNT, Border Express, and others.
International Shipping, Customs Duties, and Taxes
The shipping cost does not include customs duties or taxes in the importing country. It is the buyer's responsibility to research and pay any customs duties and taxes that may be payable in their own country.
Damaged in transit, faulty or incorrect item supplied
The below policy applies to any items which are damaged by the freight company in transit, are faulty upon you receiving the item or we have accidentally shipped the incorrect item/s to you.
Damaged in transit or faulty
Please inspect your order upon delivery. In the event you have received a faulty/damaged product email photos of the damage/fault within 14 days of receipt of the item to sales@bbqspitrotisseries.com.au as well as your invoice number and we will either:
- Arrange for the faulty product to be exchanged at our expense, or
- Arrange for the item to be returned to us and a full refund issued.
- For faulty or damaged items discovered upon delivery, defects must be emailed through with supporting pictures/videos prior to use of the product. Swap-overs of products with defects will not occur if the product has been used. Normal warranty procedures will occur in this instance where a product has been used.
Incorrect item shipped
Please contact us within 14 days of receipt of your item either by emailing sales@bbqspitrotisseries.com.au or calling 1300 002 771 to obtain a replied paid shipping label to have the incorrect item returned to us at our expense. We will either arrange for the correct product to be shipped at our own expense or issue you a full refund once the incorrect item has been shipped.
60-day change of mind return policy
The below policy applies to unused items wishing to be returned within 60 days of purchase. Any used items cannot be returned, and any returns of that nature will be considered in accordance with our warranty policy.
WHAT can be returned?
All unused products can be returned for a refund within 60 days of purchase providing they are in their original condition and a copy of the receipt is provided. The buyer is responsible for paying any freight charges.
WHEN do items need to be returned by?
60 days from the date of purchase
WHERE do items need to be returned to?
Items purchased online or over the phone are to be returned to BBQ Spit Rotisseries, 2/59 Brunel Rd Seaford VIC 3198. You should contact us by phone on 1300 002 771 to obtain a Return Management Authority before posting the items back to us. Items purchased in-store should be returned to the place of purchase.
HOW do customers return items?
Items purchased online or over the phone can be posted to BBQ Spit Rotisseries at 2/59 Brunel Rd Seaford VIC 3198. Items purchased in-store should be returned to the place of purchase during store opening hours.
SHIPPING and TRANSIT INSURANCE for returns?
Original shipping and transit insurance rates are non-refundable. Customer pays for return shipping. If the original purchase price included “FREE SHIPPING”, the freight charge we incurred to initially ship the item to the customer will be deducted from the refundable amount. If customers purchased transit insurance as part of their purchase, the cost of transit insurance is non-refundable
Credit for returns?
Either a store credit or a product refund will be issued
Instore return option?
Items can be returned ONLY to the store they were purchased from. If the product was purchased online, the item must be returned to our Seaford VIC warehouse.
Packing materials?
If the item was sold in a printed box, the original packaging is required so that the item can be re-sold. If the items were sold in bubble wrap or non-printed generic boxes, any packaging is acceptable if the items are securely packaged so that the item is not damaged during transit
