Next is Shipping Policy. This one needs to be very specific for Fired Up because you’re not shipping lightweight parcels — you’re dealing with fireplaces, braais, flues, accessories, palletised freight, provincial delivery rates, local delivery and customer collections.

Use this:

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Shipping Policy

Last updated: 6 October 2026

This Shipping Policy applies to products purchased from Fired Up Collective.

Fired Up Collective is a trading name operated by Fire Essentials, registration number 2024/546435/07.

Our registered office is:

21 CJ Langenhoven Road
Dormehls Drift
George
Western Cape
6530
South Africa

Email: fired.up@outlook.com
Telephone: 081 552 2989

This policy should be read together with our Return and Refund Policy and Terms of Service.

Nothing in this policy is intended to limit any rights available to customers under applicable South African law.

1. Delivery methods

Depending on the product and delivery address, orders may be fulfilled using:

• local delivery;
• regional delivery;
• national freight;
• palletised freight;
• courier services;
• specialist transport;
• supplier-direct delivery; or
• collection from Fired Up Collective.

The delivery method used will depend on factors including:

• product weight;
• product dimensions;
• destination;
• accessibility;
• product value;
• packaging requirements; and
• the nature of the goods.

2. Provincial delivery rates

Delivery charges may differ according to the customer's province.

The applicable delivery rate is calculated or displayed during checkout where available.

Rates may vary between:

• Western Cape;
• Eastern Cape;
• Northern Cape;
• Free State;
• KwaZulu-Natal;
• Gauteng;
• North West;
• Mpumalanga; and
• Limpopo.

Where a standard checkout rate is not suitable for a particular order, Fired Up Collective may contact the customer before dispatch.

This may occur where:

• the product is unusually large or heavy;
• multiple fireplaces or braais are ordered;
• specialist freight is required;
• the delivery address is remote;
• the destination attracts an additional courier surcharge; or
• the freight provider cannot service the address at the standard rate.

Any material additional delivery cost will be communicated before dispatch.

3. Heavy and bulky products

Many of our products are substantially heavier and larger than ordinary courier parcels.

Examples include:

• fireplaces;
• built-in braais;
• freestanding braais;
• fireplace inserts;
• large flue systems;
• canopies; and
• palletised orders.

These products may require:

• pallet transport;
• tail-lift vehicles;
• specialised freight;
• forklift access;
• additional labour; or
• collection from a freight depot.

Customers should ensure that appropriate access is available at the delivery address.

4. Kerbside delivery

Unless otherwise expressly agreed in writing, delivery of large or heavy goods may be made on a kerbside or accessible delivery basis.

This means the carrier may deliver to a safe and reasonably accessible point at the property rather than:

• carrying goods upstairs;
• carrying goods through the house;
• positioning the fireplace;
• unpacking the unit;
• installing the unit; or
• moving the goods to the final installation position.

Installation is a separate service unless expressly included in the order or quotation.

Customers should arrange sufficient assistance to move heavy goods after delivery where necessary.

5. Delivery access

The customer is responsible for ensuring that the delivery address is reasonably accessible.

Please consider:

• narrow roads;
• gated estates;
• security access;
• steep driveways;
• low bridges;
• restricted vehicle access;
• narrow entrances;
• rural roads; and
• weight or height restrictions.

Customers should inform us before dispatch if access may be difficult.

Additional charges caused by unusual access conditions may apply where reasonably incurred and legally permissible.

6. Delivery address

Customers are responsible for providing a complete and accurate delivery address.

This includes, where applicable:

• street address;
• suburb;
• city or town;
• province;
• postal code;
• estate or complex name;
• unit number;
• gate instructions; and
• a contact telephone number.

Fired Up Collective is not responsible for delays caused solely by materially incorrect delivery information supplied by the customer.

7. Delivery contact

The customer should ensure that a responsible person is available at the delivery address.

Couriers and freight providers may contact the customer to:

• confirm delivery;
• arrange access;
• schedule a delivery window;
• confirm directions; or
• deal with delivery difficulties.

The telephone number supplied with the order may therefore be shared with the relevant delivery provider.

8. Delivery times

Delivery times are estimates unless expressly guaranteed in writing.

Timing may depend on:

• stock availability;
• supplier lead times;
• product location;
• freight schedules;
• destination;
• public holidays;
• weekends;
• weather;
• courier capacity;
• road conditions; and
• other circumstances outside our reasonable control.

We will make reasonable efforts to dispatch and deliver orders within the estimated timeframe provided.

9. Supplier lead times

Some products may not be physically stocked at Fired Up Collective.

Products may be sourced from:

• local manufacturers;
• South African importers;
• distributors;
• specialist suppliers; or
• overseas manufacturers.

Where goods need to be ordered from a supplier, delivery to the customer may depend on supplier availability and freight timing.

Supplier lead times are estimates unless expressly guaranteed.

10. Imported and special-order products

Imported or special-order goods may be affected by:

• international freight;
• customs clearance;
• port delays;
• shipping delays;
• supplier production schedules;
• import documentation;
• currency-related supply decisions; or
• other events outside our reasonable control.

We will communicate material delays where reasonably possible.

11. Split deliveries

An order containing multiple products may be delivered in more than one shipment.

For example:

• the fireplace may come from one supplier;
• flues may come from another;
• accessories may be dispatched separately.

Where practical, we may consolidate deliveries.

Where separate delivery is required, we will communicate this where reasonably possible.

12. Delivery and installation are separate

Delivery of a fireplace or braai does not automatically include installation.

Installation is only included where:

• expressly stated on the product;
• included in a written quotation; or
• separately purchased and confirmed.

A product may therefore be delivered before an installation appointment.

13. Installation-day delivery

Where Fired Up Collective has agreed to supply and install a product, we may transport the relevant goods directly to the installation site on the installation date.

In such cases, separate freight arrangements may apply.

The installation quotation or agreement will take precedence where it contains specific delivery arrangements.

14. Collection

Where collection is available, customers may collect qualifying orders from our designated collection point.

Collection arrangements must generally be confirmed before arrival.

Customers should not assume that an online order is immediately ready for collection.

We will notify the customer when the goods are available or confirm the collection arrangement.

15. Collection vehicles

Fireplaces and braais can be extremely heavy.

Customers collecting heavy goods must provide a vehicle suitable for:

• the dimensions of the product;
• the weight of the product;
• safe loading;
• safe securing; and
• safe transportation.

We may refuse to load goods into a vehicle where the loading arrangement appears clearly unsafe.

The customer is responsible for securing goods appropriately after collection.

16. Loading assistance

Where reasonably possible, Fired Up Collective may assist with loading.

However, customers should not assume that:

• a forklift;
• crane;
• additional staff; or
• lifting equipment

will always be available unless arranged beforehand.

Please contact us before collecting very large or heavy products.

17. Inspection at collection

Customers collecting goods should inspect them before leaving where reasonably practicable.

Any visible damage or discrepancy should be brought to our attention promptly.

18. Risk during delivery

Where applicable consumer law places delivery risk on the supplier until goods are accepted by the customer, those legal protections will apply.

Nothing in this policy is intended to transfer risk to the customer earlier than legally permitted.

19. Damaged goods in transit

Customers should inspect delivered goods as soon as reasonably possible.

If packaging appears damaged:

• photograph the packaging before opening where possible;
• inspect the product carefully;
• photograph any visible damage;
• retain the packaging;
• note damage on the courier paperwork where possible; and
• contact Fired Up Collective promptly.

For efficient freight-claim handling, we ask customers to report visible delivery damage within 48 hours where reasonably possible.

This reporting period assists us in dealing with carriers and does not remove statutory consumer rights.

20. Concealed transit damage

Some damage may only become visible after packaging has been removed.

If concealed damage is discovered, please:

• stop handling the product unnecessarily;
• take clear photographs;
• retain all packaging; and
• contact us as soon as reasonably possible.

Do not install a visibly damaged product without first speaking to Fired Up Collective.

21. Signing for deliveries

Where a customer signs delivery documentation, the signature ordinarily confirms receipt of the shipment.

Where visible damage exists, customers should note the damage on the delivery documentation where the carrier allows this.

Signing a delivery document does not remove statutory rights relating to defective or damaged goods.

22. Failed delivery attempts

Where delivery fails because:

• no authorised person is available;
• access cannot be obtained;
• the address supplied is incorrect;
• the customer refuses delivery without valid reason; or
• a delivery appointment confirmed with the customer cannot proceed,

the carrier may charge a redelivery, storage or return fee.

Where such a cost was reasonably incurred because of circumstances within the customer's control, it may be passed on to the customer where legally permissible.

23. Storage charges

Where goods are ready for collection or delivery but the customer requests an extended delay, storage charges may apply.

Any storage charge will be:

• reasonable;
• communicated where practicable; and
• applied only where legally permitted.

24. Remote areas

Certain rural, remote or outlying destinations may:

• attract additional freight charges;
• have limited delivery days;
• require delivery to a regional depot; or
• require collection from a nearby freight facility.

Where this applies, we will inform the customer before dispatch where reasonably possible.

25. Freight depots

For some destinations, heavy freight may be delivered to the nearest suitable freight depot rather than directly to the customer's premises.

Where depot collection is required, the customer will be informed where reasonably possible.

26. Freight insurance

Where freight insurance is available or included, claims remain subject to the freight provider's process.

Customers must cooperate with reasonable claim requirements, which may include:

• photographs;
• packaging evidence;
• proof of delivery;
• proof of damage; and
• inspection.

This does not reduce rights available under applicable consumer law.

27. Packaging

Heavy products may be packaged using:

• cartons;
• pallets;
• timber protection;
• plastic wrapping;
• strapping;
• protective foam; or
• manufacturer packaging.

Customers should retain packaging until they are satisfied that the goods have arrived without transport damage.

28. Unpacking

Unless expressly included, delivery does not necessarily include unpacking or disposal of packaging.

Where our installation team supplies and installs a product, packaging arrangements may differ.

29. Flue and accessory deliveries

Long flue components and other specialised items may not be accepted by ordinary parcel couriers.

These items may therefore:

• ship separately;
• use specialist freight;
• attract additional charges; or
• require collection.

30. Incorrect delivery

If you receive a product that does not match your order, please contact us before:

• installing;
• using;
• altering; or
• disposing of packaging.

Where Fired Up Collective supplied the incorrect product, we will arrange an appropriate remedy in accordance with applicable law.

31. Missing items

If an order appears incomplete, please check:

• all cartons;
• pallet packaging;
• loose accessories; and
• delivery paperwork.

Certain components may ship separately.

If an item remains missing, please contact us with your order details.

32. Changes to delivery details

Customers should notify us as soon as possible if a delivery address must be changed.

Once an order has been dispatched, an address change may:

• not be possible;
• delay delivery; or
• attract an additional carrier fee.

33. Order tracking

Tracking may be provided where supported by the relevant carrier.

Not all specialist freight carriers provide real-time online tracking.

Where available, tracking information may be sent by:

• email;
• SMS;
• courier notification; or
• another reasonable communication method.

34. Delivery delays

If a material delay occurs, Fired Up Collective will make reasonable efforts to:

• investigate the delay;
• communicate with the carrier or supplier;
• update the customer; and
• arrange an appropriate solution where required.

A delay caused by circumstances outside our reasonable control will be dealt with fairly and in accordance with applicable law.

35. Installation scheduling after delivery

Customers should not schedule independent installers, builders or related contractors solely on the basis of an estimated delivery date unless the goods have actually arrived and been inspected.

Fired Up Collective is not responsible for third-party costs incurred solely because a customer arranged third-party work before an estimated delivery was completed, except where liability cannot lawfully be excluded.

36. Delivery pricing errors

We make reasonable efforts to ensure that shipping rates shown online are accurate.

Because some fireplaces and braais have unusual freight dimensions or weights, an online shipping rate may occasionally be incorrect for a particular order.

Where a material error occurs, we will contact the customer before dispatch and explain the available options.

We will not impose additional undisclosed charges without informing the customer.

37. Refunds relating to delivery

Where an order is validly cancelled or goods are lawfully returned, delivery-cost refunds will be handled in accordance with:

• applicable consumer law;
• our Return and Refund Policy; and
• the circumstances of the transaction.

38. Changes to this Shipping Policy

We may update this policy to reflect:

• changes in courier providers;
• freight pricing;
• delivery areas;
• business operations; or
• applicable law.

The version applicable to an order will generally be the version in effect when the order was placed, subject to mandatory law.

39. Contact us

For shipping, collection or delivery enquiries, contact:

Fired Up Collective
Operated by Fire Essentials
Registration number: 2024/546435/07

Email: fired.up@outlook.com
Telephone: 081 552 2989

Registered office:
21 CJ Langenhoven Road
Dormehls Drift
George
Western Cape
6530
South Africa