Shipping policy
Shipping Policy
Big Red Truck Fire Rescue is committed to ensuring your order is packed securely and dispatched as quickly and efficiently as possible.
This Shipping Policy applies to orders placed through the Big Red Truck Fire Rescue website for delivery within Australia.
Shipping Charges
Shipping and handling charges are calculated based on factors including the size, weight and destination of your order.
The applicable freight charge will generally be displayed during checkout before your order is completed.
Some large, heavy, oversized or specialised products may require an individual freight quotation. Where this applies, we will contact you before your order is dispatched.
Additional freight charges may apply for deliveries to remote or regional locations or for specialised freight services.
Order Processing and Dispatch
We aim to dispatch in-stock products as quickly as possible following receipt and confirmation of payment.
As a general guide, please allow up to 5 business days from receipt of payment for your order to be processed and dispatched, unless otherwise advised.
Dispatch timeframes are estimates only and may vary due to stock availability, order volume, the type of product ordered or circumstances outside our reasonable control.
Orders containing products that are not immediately available may be held until all products are available so that the order can be shipped together and unnecessary additional freight charges can be avoided.
If an item is temporarily out of stock or your order is expected to experience a significant delay, we will endeavour to contact you as soon as reasonably possible.
Where appropriate, we may offer the option of dispatching available products separately. Additional freight charges may apply to split deliveries and will be discussed with you before dispatch.
Delivery Timeframes
Delivery times vary depending on your location, the freight carrier used and the size and type of products being transported.
Any delivery date or timeframe provided by Big Red Truck Fire Rescue or a freight carrier is an estimate unless we have expressly agreed otherwise in writing.
While we make reasonable efforts to ensure orders are delivered within expected timeframes, delays may occasionally occur due to circumstances including transport delays, severe weather, natural disasters, road closures, industrial action or other events outside our reasonable control.
If we become aware of a significant delay affecting your order, we will endeavour to keep you informed.
If we are unable to supply an item you have purchased within a reasonable time, we will contact you to discuss the available options, which may include an alternative product, backorder, partial delivery or refund, as applicable.
Tracking Your Order
Where tracking is available, customers will be provided with shipping confirmation following dispatch.
This will generally include:
- the freight carrier or delivery service;
- a consignment or tracking number; and
- information allowing you to track the progress of your delivery.
Tracking information may take some time to become active after the carrier has collected your order.
Delivery Address
Customers are responsible for providing accurate and complete delivery information when placing an order.
Please ensure the delivery address is accessible and suitable for the type and size of goods being delivered.
If an incorrect or incomplete address is supplied and the shipment is returned or requires redelivery, reasonable additional freight or redelivery charges may apply.
If you become aware of an error in your delivery address, please contact Big Red Truck Fire Rescue as soon as possible. We cannot guarantee that an address can be changed after an order has been dispatched.
Authority to Leave
Where available, customers may request an Authority to Leave (ATL), allowing the freight carrier to leave the shipment at the nominated delivery location without obtaining a signature.
By providing an Authority to Leave, you acknowledge that the goods may be left unattended at the nominated location.
Once the carrier has confirmed that the goods have been delivered in accordance with your Authority to Leave instructions, Big Red Truck Fire Rescue may not be responsible for subsequent loss, theft or damage occurring after delivery, except to the extent that responsibility cannot be excluded under Australian law.
For high-value, sensitive or specialised products, Big Red Truck Fire Rescue or the freight carrier may determine that an Authority to Leave is not appropriate and may require a signature on delivery.
Unattended or Unsuccessful Deliveries
Where an Authority to Leave has not been provided and nobody is available to accept the delivery, the freight carrier may:
- leave a collection notice;
- hold the goods at a local depot or collection facility;
- attempt redelivery; or
- return the shipment to Big Red Truck Fire Rescue.
If a shipment is returned because delivery could not be completed, or the delivery is refused without a valid reason under Australian Consumer Law, reasonable return freight and redelivery charges may apply.
We will contact you to arrange redelivery where required.
PO Boxes and Locked Bags
Many of the freight carriers used by Big Red Truck Fire Rescue are unable to deliver to PO Boxes or Locked Bags.
If you require delivery to a PO Box or Locked Bag, please contact us before placing your order so that we can determine whether a suitable delivery method is available.
Additional freight charges may apply.
Large, Heavy and Specialised Products
Some products sold by Big Red Truck Fire Rescue are large, heavy or require specialised freight arrangements.
These products may:
- require delivery by a specialist freight carrier;
- require delivery to a commercial address;
- require access for a truck or loading equipment;
- require a forklift or suitable unloading facilities at the delivery location; or
- attract additional freight charges.
Where special delivery requirements apply, we may contact you before dispatch to confirm delivery arrangements.
Customers should advise us before ordering if there are restrictions affecting access to the delivery location.
Dangerous Goods and Restricted Products
Certain products may be classified as dangerous goods or otherwise subject to transport restrictions.
Where applicable, these products may only be transported using approved freight services and may not be eligible for standard shipping methods.
Additional freight charges or delivery restrictions may apply.
We will contact you if your order requires special freight arrangements.
Damaged Goods
We take reasonable care to ensure goods are securely packed before dispatch.
If your order arrives damaged, please contact Big Red Truck Fire Rescue as soon as reasonably possible after delivery.
Where possible, please retain the product, packaging and shipping documentation and provide photographs of the damage. This assists us in investigating the matter with the freight carrier and arranging an appropriate resolution.
Nothing in this requirement limits any rights you may have under the Australian Consumer Law.
Lost or Missing Deliveries
If tracking indicates that your order has been delivered but you have not received it, or if your shipment appears to have been lost in transit, please contact us.
We will work with you and the relevant freight carrier to investigate the delivery and determine an appropriate resolution.
Australian Consumer Law
Nothing in this Shipping Policy is intended to exclude, restrict or modify any rights or remedies available to you under the Australian Consumer Law or any other applicable legislation where those rights or remedies cannot lawfully be excluded, restricted or modified.
Your rights under the Australian Consumer Law apply in addition to this Shipping Policy.
Contact Us
If you have questions about shipping, delivery costs, oversized products, remote-area delivery or special freight requirements, please contact the Big Red Truck Fire Rescue team before placing your order.
Big Red Truck Fire Rescue
BRT Enterprises (Australia) Pty Ltd
Yatala, Queensland, Australia