Shipping & Returns Policy

Express and Overnight shipping options are available. Contact us for a custom quote if you need an item urgently.

If you are outside a metropolitan area, please allow an additional 2-3 working days from your nearest capital city.

Please note that the above timeframes are provided as a general guide. While we strive to ensure timely delivery, shipping times are unfortunately beyond our control. We kindly ask for your understanding that we cannot be held responsible if your order does not arrive by the desired date, and we are unable to offer compensation in such cases.

Shipping Rates

Every page includes a real-time calculator to give accurate shipping charges and an option for express shipping where possible. If you have questions about rates, or something doesn't seem right please call us as we can use alternate quotation systems.

Priority Processing

When you select and pay for Priority Processing before 1pm AEST, your order joins our priority dispatching queue and will be picked, packed and dispatched from our website on the same day (for in-stock items). If one of the items you ordered is out of stock, you will be contacted from one of our friendly staff within 2 hours to give you a suitable substitute or given an ETA

Handling Time

We currently ship 98.5% of all in-stock items placed before 2.00pm on the same day. Where this is not achieved, they will be dispatched the following day. If it can't be dispatched in this time frame, we will contact you via email or phone within 24 hours of receiving your order.

Transit Time

All items are dispatched from our national dispatch centre at 59 Brunel Rd Seaford VIC 3198. Shipping timeframes will vary depending on your location and the shipping method selected at checkout, however, we offer the following timeframes as a guide for NON-EXPRESS services. Express services may be available depending on which products you order and will on most occasions be quicker.  Please note, during peak periods such as December, please allow an additional day for transit time as the courier networks reach capacity. 

Melbourne Metro: 1-3 working days

Sydney/Adelaide metro: 2-3 working days

Brisbane metro: 3-4 working days

Perth metro / Tasmania: 5-6 working days

Darwin metro: 8-9 working days

If you are outside a metropolitan area, please allow an additional 2-3 working days from your nearest capital city.

We offer the above timeframes as a guide only as shipping timeframes are unfortunately out of our control. You are purchasing at your own risk and we take no responsibility and offer no compensation if your order is not received by the date you need it by. While we are able to log inquiries and investigations with couriers on your behalf, we do not have access to see anything other than the same tracking information you can see on the courier's website. If you have a preferred courier, please let us know, otherwise, the cheapest courier will be used by default unless you have selected an express service.

Packaging

All items are packed appropriately for shipping to your location and as per the requirements of the transport company used for your shipment. This can include printed boxes, bubble wrap, satchels, black wrapping, etc. We use a range of freight companies to ensure the most affordable and secure shipping to you. This includes Australia Post, Couriers Please, UPS, TNT, Border Express, and others.

International Shipping, Customs Duties, and Taxes

The shipping cost does not include customs duties or taxes in the importing country. It is the buyer's responsibility to research and pay any customs duties and taxes that may be payable in their own country.


60-DAY CHANGE OF MIND RETURNS POLICY

At BBQ Spit Rotisseries, we strive to ensure our customers are satisfied with their purchases. If for any reason you are not completely satisfied, you may return eligible items within 60 days of purchase, subject to the following terms and conditions:

  1. Eligibility for Returns:

    • Items must be returned in their original condition, including all packaging (undamaged), accessories, and documentation.

    • Certain items, such as personalised or custom-made products, perishable goods, and items marked as Final Sale, Ex-Demo and Display Items are not eligible for return.
      This includes all rubs and sauces and any special order items. 

  2. Restocking Fee:

    • A restocking fee of 10% of the item's purchase price will be deducted from your refund.

    • The restocking fee is applied to cover warehouse processing and handling costs associated with the return.

  3. Shipping Costs

    • The initial shipping fees, transit insurance costs and priority processing fees are non-refundable.

    • Customers are responsible for covering return shipping expenses.

    • If the original purchase included "FREE SHIPPING" the actual freight cost incurred to ship the item to you will be deducted from the refund amount.

  4. Return Process:

    • To initiate a return, please contact our customer service team on 1300 002 771 or sales@bbqspitrotisseries.com.au to obtain a Return Merchandise Authority.

    • Pack the item securely and include the RMA return form and a copy of the original receipt or proof of purchase.

BSR Returns form

    • Ship the item to the following address: 2/59 Brunel Road, Seaford VIC 3198.

  1. Refunds:

    • Once we receive and inspect the returned item, we will process your refund within 5 business days, minus the

      • 10% restocking fee, and

      • Initial shipping costs, transit insurance costs and priority processing fees.

    • Refunds will be issued to the original payment method used for the purchase.

  2. Exchanges:

    • If you wish to exchange an item, please contact our customer service team for assistance. Exchanges are subject to product availability and terms and conditions stated above.

       

DAMAGED IN TRANSIT, FAULTY OR INCORRECT ITEM SUPPLIED:

The below policy applies to any items which are damaged by the freight company in transit, are faulty upon you receiving the item or we have accidentally shipped the incorrect item/s to you. 

1. Damaged in transit or faulty

    • Please inspect your order upon delivery. In the event you have received a faulty/damaged product email photos of the damage/fault within 14 days of receipt of the item to sales@bbqspitrotisseries.com.au as well as your invoice number and we will either:
      • Arrange for the faulty product to be exchanged at our expense, or
      • Arrange for the item to be returned to us and a full refund issued.
    • For faulty or damaged items discovered upon delivery, defects must be emailed through with supporting pictures/videos prior to use of the product. Swap-overs of products with defects will not occur if the product has been used. Normal warranty procedures will occur in this instance where a product has been used.  

2. Incorrect item shipped

    • Please contact us within 14 days of receipt of your item either by emailing sales@bbqspitrotisseries.com.au or calling 1300 002 771 to obtain a replied paid shipping label to have the incorrect item returned to us at our expense. We will either arrange for the correct product to be shipped at our own expense or issue you a full refund once the incorrect item has been shipped back to us.

3. Item lost or stolen items

    • We are only responsible for getting your order to your nominated address or a depot. Once the courier marks the item as delivered, the responsibility for its safety passes to the customer. This means that if an order is stolen from your property, we will not provide a refund or a replacement.