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Upper Cut Co is an Australian business operated by Brad Grove, ABN 26 941 149 029, based in Currans Hill, New South Wales.

We operate online and do not have a public showroom or walk-in retail premises. Local pickup is available only when offered at checkout or agreed with us in advance.

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Orders are packed and dispatched from Currans Hill, NSW, Australia unless a product page, checkout option or written quote states otherwise.

This policy explains how we prepare, dispatch and deliver orders within Australia.

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1. Delivery destinations and charges

We offer delivery within Australia, subject to the delivery services available for the products ordered and the delivery address provided.

We do not currently offer international delivery.

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Shipping charges are displayed at checkout before payment or provided in a written quote before you accept a quoted order.

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Delivery charges may vary according to factors including:

• Delivery destination

• Order contents

• Packaged weight and dimensions

• Number of parcels

• Carrier or freight service required

• Regional or remote delivery requirements

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Some remote locations, heavy products, bulky orders or large quantities may require a separate freight quote.

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If checkout does not provide a suitable delivery option for your order or address, please contact us before placing the order. We will confirm the available delivery service and applicable cost.

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We will not automatically debit an additional freight charge after an order has been accepted.

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If an unexpected freight or delivery issue arises after purchase, we will contact you to discuss the available options before proceeding.

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Nothing in this section limits any rights you may have where we are unable to fulfil an accepted order.

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2. Preparation and production times

Production and order preparation times are separate from delivery transit times.

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Unless a different timeframe is stated on the relevant product page or agreed with you in writing:

• In-stock, ready-to-ship products are normally dispatched within 1–3 business days after payment has cleared.

• Made-to-order products generally require 5–10 business days before dispatch.

• FlatMate Fire Pit listings specifying a production timeframe of up to 8 business days use that product-specific timeframe.

• Bespoke designs, custom fabrication, larger quantities and special projects may require additional production time. Where practical, this will be discussed before you commit to the order.

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For custom or personalised work requiring a design proof, production begins only after the required payment and written approval of the final design have been received.

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If an order contains both in-stock and made-to-order products, we will normally dispatch the order together once all items are ready.

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If you require available items to be sent separately, please contact us before ordering. Additional delivery charges may apply and must be confirmed before the separate shipment is arranged.

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Business days exclude weekends and public holidays in New South Wales.

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Carrier operating days, destination public holidays and events outside our reasonable control may also affect delivery timeframes.

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3. Transit and estimated delivery times

Delivery time is separate from the production or order preparation times shown above.

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Unless a more specific estimate is provided at checkout, in a written quote or by the carrier, the following transit times provide a general guide after your order has been dispatched:

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These estimates are a general guide across the postal, courier and freight services we use.

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Smaller parcels may arrive sooner, while heavy, bulky or multi-parcel orders may take longer depending on the carrier, destination and freight network.

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Where checkout, tracking information, a freight quote or the carrier provides a more specific delivery estimate for your order, that estimate should be used instead.

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FlatMate Fire Pits, bundles and other heavy or bulky products

FlatMate Fire Pits, larger bundles and other heavy or bulky products may be sent using courier or freight services rather than standard parcel post.

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Transit times vary according to the delivery postcode, carrier, parcel size, number of parcels and freight network.

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The estimates above remain a useful general guide, but heavy or bulky deliveries to regional and remote locations may require additional transit time.

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Express delivery

Where an Express Post or other express delivery service is offered and selected, the estimated delivery timeframe displayed for that service at checkout applies.

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Express delivery reduces carrier transit time only and does not reduce any stated production or preparation time unless expressly agreed.

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Local pickup

Local pickup orders do not have a delivery transit time.

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We will contact you once your order is ready and arrange a collection time.

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Delivery estimates and deadlines

All delivery timeframes are estimates unless Upper Cut Co expressly confirms a guaranteed delivery date in writing.

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Delivery may take longer due to circumstances including:

• Peak shopping periods

• Public holidays

• Severe weather

• Carrier network disruptions

• Road closures

• Regional or remote delivery conditions

• Other events outside our reasonable control

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If you require an order for a birthday, holiday, event or another specific deadline, please contact us before ordering.

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Adding a requested delivery date to an order note does not, by itself, mean that Upper Cut Co has accepted or guaranteed that date.

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Any guaranteed production or delivery commitment must be expressly confirmed by us.

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If we become aware of a significant delay affecting your order, we will make reasonable efforts to notify you and work with you on an appropriate solution.

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Nothing in this section removes any right you may have to cancel an order or obtain another remedy under Australian Consumer Law.

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4. Carriers, tracking and multiple parcels

Upper Cut Co uses postal, courier and freight services selected according to the size, weight, destination and requirements of each order.

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Tracking information will be provided after dispatch where tracking is available for the service used.

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Some larger orders or bundles may be divided into multiple parcels for safer or more practical handling and transport.

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For example, some FlatMate Fire Pit bundles, including larger accessory bundles such as the Pitmaster Bundle, may be supplied in more than one parcel.

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Parcels forming part of the same order may be transported separately and may arrive on different days.

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Where practical, your dispatch information will identify the number of parcels or tracking numbers associated with the order.

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If one parcel appears to be missing, please check the available tracking information and contact us for assistance.

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5. Delivery addresses, access and instructions

Customers are responsible for providing an accurate and complete delivery address, contact number and any relevant access information when placing an order.

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Some courier or freight services require a street address and may not deliver to PO boxes, parcel lockers or certain remote locations.

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Where a known restriction applies, we will make reasonable efforts to identify it before the order is accepted or dispatched.

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Please tell us as soon as possible if your delivery address changes.

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We will attempt to update an address before dispatch where reasonably possible, but we cannot guarantee that an address can be changed after an order has entered the carrier network.

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Delivery instructions provided with an order are treated as requests unless expressly accepted by Upper Cut Co or the delivery provider.

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We will pass on reasonable delivery instructions where the selected service allows us to do so, but we cannot guarantee that a carrier can accommodate special requests such as:

• Delivery at a particular time of day

• Telephone calls before arrival

• Placement in a particular part of a property

• Access through gates or buildings

• Other non-standard delivery requirements

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If an incorrect or incomplete address, failure to collect a parcel, unavailable recipient where attendance is required, refusal of delivery or another customer-caused issue results in additional delivery costs, we may require payment of the reasonable and actual redirection, return or redelivery costs.

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We will provide details of any applicable charge and may require payment before arranging an additional delivery service.

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You will not be charged for correcting a delivery error caused by Upper Cut Co.

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6. Returned or uncollected deliveries

If an order is returned to Upper Cut Co because:

• The delivery address supplied was incorrect or incomplete

• The recipient was unavailable where attendance was required

• The parcel was not collected within the carrier's collection period

• Delivery was refused

• Access required for delivery could not reasonably be provided

• Another customer-caused issue prevented delivery

we may require payment of the reasonable and actual return, redirection or redelivery costs before the order is sent again.

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If you do not want the order resent, any entitlement to a refund, replacement or other remedy will be determined in accordance with our Returns & Refunds Policy and Australian Consumer Law.

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Made-to-order, customised or personalised products are not automatically eligible for a change-of-mind refund merely because delivery was refused, not collected or could not be completed due to circumstances caused by the customer.

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These additional charges do not apply where the failed delivery was caused by Upper Cut Co or by a delivery provider engaged by us.

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7. Heavy and bulky deliveries

Some Upper Cut Co products, including FlatMate Fire Pits and larger accessory bundles, may be classified by carriers as heavy or bulky freight.

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Where a freight service is used, delivery may be limited to the first safe and reasonably accessible delivery point available to the carrier.

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Depending on the carrier, property and delivery service, this may include locations such as:

• A driveway

• Kerbside or property entrance

• Ground-floor entrance

• Loading dock

• Another safe and accessible delivery point

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Unless expressly included or agreed otherwise, delivery does not include:

• Carrying heavy products upstairs

• Moving products through a home, building or difficult access area

• Installation

• Assembly

• Positioning products at a particular location on the property

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Customers are responsible for providing reasonable and safe access for the delivery service and for arranging suitable assistance where required to move or handle heavy products after delivery.

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If inadequate access or another customer-caused issue results in a failed delivery, reasonable and actual return or redelivery charges may apply.

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8. Authority to Leave

If you select a delivery service described as "Authority to Leave", you authorise the carrier to leave the parcel at the delivery address without obtaining a signature, subject to the carrier's delivery conditions and the availability of a location it considers suitable.

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Please choose Authority to Leave only where you consider unattended delivery appropriate.

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If you require a signature service, contact us before ordering to confirm whether one is available and whether an additional charge applies.

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After a parcel has been correctly delivered in accordance with your valid Authority to Leave instructions, subsequent theft, loss or damage occurring after delivery may not be the responsibility of Upper Cut Co.

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However, Authority to Leave does not excuse:

• Delivery to an incorrect address

• Failure to reasonably follow valid delivery instructions

• Negligence

• Any responsibility that cannot lawfully be excluded

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If tracking shows that your order has been delivered but you cannot locate it, please contact us.

We will assist with reasonable enquiries and investigation with the delivery provider.

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9. Local pickup

Free local pickup is available only where it is offered at checkout or expressly agreed with Upper Cut Co.

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Pickup is by appointment after we have confirmed that your order is ready for collection.

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We will provide the collection location and arrangements directly.

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Please do not attend the collection location without confirmation.

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Customers collecting an order should bring their order confirmation or other suitable identification if requested.

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You are responsible for arranging suitable transport and any assistance required to safely load and transport large or heavy products.

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Upper Cut Co does not operate a public showroom or walk-in retail premises.

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10. Damaged, incorrect, incomplete or lost deliveries

Please contact us as soon as reasonably possible if your order:

• Arrives damaged

• Contains an incorrect item

• Appears incomplete

• Has a missing parcel

• Has not arrived within a reasonable period after the expected delivery timeframe

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Please provide:

• Your order number

• A description of the issue

• Photographs where reasonably practical

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Where packaging may assist with investigating damage or a carrier claim, we may ask you to retain it temporarily.

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Original packaging is not a condition of your rights under Australian Consumer Law.

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Where Upper Cut Co has arranged delivery, please contact us for assistance.

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You are not required to resolve the matter solely with the carrier.

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We may make reasonable enquiries with the carrier and request information necessary to investigate what has occurred.

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Where a delivery service arranged by Upper Cut Co confirms that a parcel has been lost, materially damaged or cannot be delivered, we will work with you to provide an appropriate replacement, redelivery, refund or other remedy as applicable.

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Any carrier claim or reporting deadline does not replace or remove your legal rights against Upper Cut Co.

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We will provide any remedy required under Australian Consumer Law.

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11. Delays outside our control

From time to time, delivery or production may be affected by circumstances outside the reasonable control of Upper Cut Co.

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These may include:

• Severe weather

• Natural disasters

• Bushfires or flooding

• Carrier network disruptions

• Road closures

• Industrial action

• Public emergencies

• Unexpected freight restrictions

• Major supply disruptions

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Where we become aware that such an event is likely to cause a significant delay to your order, we will make reasonable efforts to notify you and explain the options available.

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This section does not remove any rights or remedies available to you under Australian Consumer Law.

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12. Australian Consumer Law

Nothing in this Shipping & Delivery Policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded under the Competition and Consumer Act 2010 (Cth), including Australian Consumer Law.

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If there is an inconsistency between this policy and a right you have under Australian Consumer Law, your statutory rights prevail.

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13. Contact Upper Cut Co

For delivery, dispatch or shipping enquiries, contact:

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Upper Cut Co
ABN: 26 941 149 029
Currans Hill, NSW, Australia

Email: contact.team@uppercutco.com.au
Phone: 0432 395 486

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Upper Cut Co operates online and does not have a public showroom.

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Local pickup is available by prior arrangement only.

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Customers should also review our:

• Returns & Refunds Policy

• Terms & Conditions

• Privacy Policy

• Contact information

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Last updated: 16 September 2026