FAQ's
What is the currency on the site?
All prices are in AUD.
I just placed an order, when will it ship?
We try our best to ship items as fast as we can. For out Fire Tongs and Canvas Bag, please allow 2-3 business days production time for your order to ship out, average shipping times are 5-10 days.
Tracking numbers will be updated after your order has been SHIPPED. If you don't have a tracking number after 7 business please email us at thefiretongs@gmail.com.
Express Shipping is also available for our Fire Tongs and Canvas Bag at checkout for faster shipping times with AusPost Express Shipping.
To calculate shipping times to your address, please use the following link and enter the postcode 4310 in the 'From' box:
https://auspost.com.au/parcels-mail/calculate-postage-delivery-times/#/
Fore more information about our shipping process, please visit our Shipping and Delivery page here.
I am not in love with my order, can it be returned? What if there is an issue?
We offer a 100% money back guarantee if you change your mind or if the product is defective or damaged. If you wish to return an item, please contact our customer service team within 7 days of receiving your order. If you have simply changed your mind about the product, you can still return it within 7 days of receiving it, but you will be responsible for the cost of shipping the item back to us. If you receive a defective or damaged item, we will pay for the return shipping. Once we have received the product we will refund the full amount of your original purchase. The product MUST be in its original condition, if it has been used, there will be no refund. Please include the name and order number on the returned parcels.
Please note: If you your package is on the way, you must wait for it to arrive before receiving a refund.
For more information, please visit our Refund Policy page here.
Can I cancel my order?
You are able to cancel your order with no penalty! You must cancel your order before it ships. If the item is already sent you must ship it back at your own expense, once we have received the product we will refund the full amount of your original purchase. The product MUST be in its original condition, if it has been used, there will be no refund.
I have entered an incorrect address what do I do now?
If you have miss spelled or auto-filled in an incorrect address, simply reply to your order confirmation email and confirm. Once you double check if the address given is wrong kindly notify us via email at thefiretongs@gmail.com. If the given address is wrong we can change the address to the correct one within 24 hours. No refund will be given after the 24 hours of incorrect submission.
How long does shipping take?
Shipping times slightly vary depending on the location in Australia. For our Fire Tongs, the average shipping time is 5-10 business days.
Express Shipping is available for our Fire Tongs at checkout for faster shipping times with AusPost Express Shipping.
To calculate shipping times to your address, please use the following link and enter the postcode 4310 in the 'From' box:
https://auspost.com.au/parcels-mail/calculate-postage-delivery-times/#/
Fore more information about our shipping process, please visit our Shipping and Delivery page here.
I have a question that wasn't answered, can you please help?
Absolutely! We are here to help you make your home beautiful! Please send us an email to thefiretongs@gmail.com and we will be happy to assist you in any way we can.
We do receive a large number of emails, if you wish to get a prompt response please attach your order number and address the problem clearly, thanks.