We're committed to providing exceptional customer service throughout your EcoSmart Fire journey. Our products ship from our own Sydney warehouse and partner warehouses around Australia. Product status may vary and expected lead time for dispatch is indicated on the product page.

Standard Delivery

Standard delivery provides ground delivery to the easiest access point on your property and does not include inside delivery, packaging removal, or assembly. Monday to Friday (excluding public holidays) from 9am - 5pm.

For larger items shipping cost includes a tail lift delivery.

Bioethanol Fuel

e-NRG Bioethanol will ship separately from EcoSmart Fire orders and may arrive on a different day. An individual tracking number for your e-NRG Bioethanol order will be emailed to you.

POA (Price on Application)

Some products require a manual quotation to be organised by our team. This will be indicated at the product page.

Some postcodes require a manual quotation to be organised by our team. This will be indicated at the checkout.

Delivery Times

We only work with selected freight companies to ensure a fast and reliable delivery.

• Zone 1: 3-5 business days - ACT, NSW, VIC
• Zone 2: 10-15 business days - QLD, NT, SA, WA, TAS

*Please allow 1-3 days for the order to be processed.

**Estimated ship times are subject to change due to unforeseen events.

Backorder Lead Times

Lead time on out of stock items will vary. Please contact our team or check the website for estimated lead times.

We aim to deliver your order as quickly as possible. If your order includes both in-stock and out of stock items, you may receive packages on more than one delivery date. We will email tracking information once your order is in transit.

Please note that while our stocking program is robust and we strive to achieve our published lead times, unplanned events or unforeseen delays may impact our target lead time. If this occurs and your order is affected, our customer support team will inform you promptly.

Shipping Cost

The final delivery cost will be calculated at the checkout based on location and product dimensions/weight.

Extra Charges

Please make sure that the shipping address is correct. The delivery address must be an address within Australia and cannot be a PO Box or Freight Forwarding Location. Additional charges will apply if:

• The delivery address is changed after the order has shipped
• A specific delivery date or time frame is requested
• The delivery company is required to make multiple delivery attempts due to incorrect delivery instructions being provided
• No one is home at the time of delivery and authority to leave has not been provided