Shipping and Delivery Policy
Thank you for choosing us for your firewood needs! We aim to deliver high-quality firewood—whether bagged or in bulk—quickly, safely, and efficiently.
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Delivery Timeframes
Standard Delivery: Orders are typically delivered within 1 to 7 business days.
Urgent Delivery: Need it sooner? We may be able to accommodate urgent or same-day deliveries depending on location and availability. Please note this in your order and we will contact you to confirm.
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Delivery Preferences
During checkout, you can leave specific instructions in the “Order Notes” section (e.g., gate code, preferred drop-off location, time window). One good tip is to place your recycle bin where you like the woo tipped.
We recommend providing as much detail as possible to ensure a smooth and accurate delivery.
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Bagged vs. Bulk Firewood
Bagged Firewood is delivered in manageable, pre-packed bags. Please ensure someone is available to receive or specify a safe drop location.
Bulk Firewood is delivered loose (e.g., tipped from a trailer). Please ensure access is clear and there’s space for the delivery.
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Delivery Area
We deliver locally and to surrounding areas. If you’re unsure whether you’re within our delivery range, please contact us before placing your order.
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Missed Deliveries
If we cannot access your property or complete the delivery due to incorrect instructions or obstacles, a re-delivery fee may apply.
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Questions or Special Requests?
We’re here to help. Feel free to contact us before or after placing your order for any custom requirements or urgent needs.
Rufund and Return Policy
At Smith’s Firewood, we take pride in delivering high-quality firewood and reliable service. Please read our refund policy carefully before placing your bulk order.
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Eligibility for Refunds
Refunds may be issued under the following conditions:
Product Issues (Full Refund): If the firewood delivered is defective—such as excessively wet, moldy, rotting, or infested—we will provide a full refund or replacement. Issues must be reported within 48 hours of delivery and supported with photos and a detailed description.
Incorrect Quantity or Type: If you receive the wrong type or volume of firewood, contact us within 48 hours. We will correct the issue or issue a full or partial refund as appropriate.
Change of Mind: If you change your mind after delivery for reasons unrelated to wood quality:
The original delivery fee is non-refundable.
A pickup/removal fee of $66 per hour (1-hour minimum) will apply.
A refund will be issued only after the firewood is picked up and confirmed to be unused and in resellable condition.
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Order Cancellations
Cancellations made at least 24 hours before delivery: Eligible for a full refund.
Cancellations made less than 24 hours before delivery: May be subject to a 25% restocking fee and the delivery fee is non-refundable.
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Non-Refundable Situations
Firewood that has been used, burned, or cut after delivery.
Claims made more than 48 hours after delivery.
Preferences related to appearance (e.g., bark or color) that don’t affect burn quality.
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How to Request a Refund
To request a refund:
- Contact us at (02)47306000 or a1firewood@bigpond.com.
- Provide your order number, delivery date, and description of the issue.
- Include clear photos for any quality concerns.
- Refunds are typically processed within 5–10 business days after review and any necessary inspection.
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Failed Deliveries
If a delivery fails due to inaccurate details, inaccessible property, or absence without prior notice, re-delivery and handling fees may apply. Refunds may be partial or denied depending on the situation.