How can I track my order?
Once your order has been dispatched, you will receive an email including a copy of your invoice and tracking information. Please follow the instructions within the email to track your order.
What does warranty actually cover?
We offer a full two year warranty from date of purchase on stainless steel parts including raw, linished and powder coated. Mild steel including powder coated and chrome plated, concrete composite, glass, leather, fabric and MDF (painted or cement rendered) are covered for one year from the date of purchase.
Chips and scratches are not covered by warranty. Natural variation in color, texture and porosity may occur with Concrete Composite products and are considered inherent and valued qualities of the material. Non-structural hairline cracks are possible and shall not be considered a manufacturing defect.
If I purchased from a retailer, can I contact EcoSmart Inc directly for warranty?
It is best to contact the retailer where you made your purchase. The retailer will help you resolve the issue or submit the warranty claim on your behalf.
What if I have modified the product?
If the product has been modified or altered in any way, it will not be covered under warranty unless the modifications were approved in writing by EcoSmart Inc or The Fire Company Pty Ltd. However, we are happy to provide assistance with any issues you are experiencing.
Can I return my product without the original box and accessories?
In order to be fully covered under warranty, the product must be returned in its original packaging with accessories. If any items are missing, or if replacement packaging must be provided, the associated costs will be deducted from the credit or refund.
How long will my order take to arrive?
Timeframe is dependant on your location within Australia. All Sydney-metro orders (barring E-NRG) are generally received on the same day of despatch. East Coast Australia generally occurs within 3-5 business days. Please allow up to 7-11 working days for West Coast and Tasmania.
What type of delivery services do you offer?
We offer standard delivery to your door.
What happens if I am not home to receive the order?
If you are not home to receive the order, a calling card will be left by the freight company.You are able to contact them to organise collection from their depot, or re-delivery. Please note re-delivery will incur additional charges. Alternatively, if you advise us at the time of order that you are not home and provide authority to leave the item at your premises, we can organise this for you.
Does someone take away the packaging?
Standard delivery service does not include rubbish removal.
What is your returns/refund policy?
No returns will be accepted unless The Fire Company has previously agreed in writing. If The Fire Company agrees to the return of goods, they must be unsoiled, undamaged and in resaleable condition with the original packaging and delivered free to our premises unless agreed by us in writing. A restocking fee of 20% of the invoice value of the goods will be applied.
Goods which have been imported especially or non-standard equipment made to special order cannot under any circumstances be returned and/or credited.
Can I change my delivery address before my item ships?
Yes. Please either email [email protected] or phone 02 9997 3050 to update your delivery details.
Can you deliver anywhere within Australia?
Yes, we can deliver Australia-wide. (Some restrictions outlying islands).
Can the driver call me 30 min prior to delivery?
No. Unfortunately this is not a service that the drivers are able to provide.
What happens if my product fails after the official warranty period?
Please contact our Head Office on 02 9997 3050 for advice and troubleshooting.
Does someone from EcoSmart come to trouble shoot?
No. Please phone us or your reseller for assistance with your product if issues occur to determine the appropriate course of action.
What are your payment terms?
Payment must be made prior to dispatch. If ordering items in advance of required despatch, a 20% deposit is required at time of ordering.
What forms of payment do you take?
We accept cash, bank transfer, bank cheque and credit card. Please note that we do accept AMEX however this incurs a 3% surcharge.
What happens if the lead times vary on my purchase?
If lead times vary on your chosen items, a member of our customer service team will contact you to discuss the delivery options. Delivery of the in-stock items can either be delayed to wait for the longer lead time items, or delivered separately.