FAQs - Cookaburra - The BBQ Lifestyle Store Singapore | Cookaburra

What do you have?

We carry many products such as bbq grills, pizza ovens, accessories and even gas cylinder. Our brand are Cookaburra, Weber, Outback, Zgrills, MasterBuilt, Char-Griller, Ooni, Ziegler & Brown and many others. We do have certain accessories and add-on items to enhance your BBQ experience.

How do I know which BBQ grill model or Pizza oven is suitable for myself?
We understand you are spoiled by choices. Therefore we will be giving you some tips of which you need to know before deciding for an ideal BBQ grill or Pizza oven for yourself. Step 1, find out if your living area is permitted to use either charcoal or gas BBQ grill / Pizza oven. Step 2, get a grip of how much available space you have. Step 3, know your number of pax portion you will be prepared for.

Do all BBQ grills or Pizza ovens come with any warranty?
Most BBQ grills have at least 2 year warranty for any manufacture fault issue base on the date from the issued receipt.

Every Ooni Pizza Oven comes with standard limited warranty of three (3) years (thirty-six (36) months) upon registration on the Ooni EU Product Registration Page. Wear and tear issue are not include in the warranty.

As we carry multiple brands, some brand like Kamado Joe does have a lifetime warranty on ceramic parts and 3-5 years on different parts . For more information on the warranty, you may refer to the brand’s official website as we provide the same warranty as them.

Warranty will be applied if you purchase the grills or accessories from or under Cookaburra Bbq Pte Ltd only.

In the unusual case that something does go wrong, we will always look to fix it! If that happens and you need to make a warranty claim for your Ooni product via the Ooni website or through emailing us, please see below the terms and conditions that apply.

Terms

The warranty applies to the original purchaser of the Ooni product and does not extend to products that have been resold.
You will be required to provide proof of purchase.
The warranty is for residential or domestic use only.
Any replacement parts issued by Ooni are covered by the time remaining on the original warranty.
If you have altered the products in any manner, the warranty is void.
Our customer support team will try and troubleshoot any issues you may have, to try and solve your problem as fast as possible.
The warranty is subject to you using the oven in accordance with the instruction manual and essentials guide

What is covered?

Our promise to you is that during the applicable warranty period, our product will be free from any material defects in materials and workmanship.
In broad terms, subject to the noted exceptions, this means that if the defect stops you from using the oven, we will fix it!
Faulty component parts will be repaired or replaced
If the fault is integral to the entire oven, we will replace the whole oven.
We will ask you to return the existing oven in this case, so that we can diagnose the issue.

What is not covered?

Reasonable wear & tear
Discoloration or heat tarnishing
Surface rust
Water damage
Excessive exposure to salt air conditions, sea spray and humidity (such as on a yacht, you lucky baller, you…)
Severe weather conditions and natural disasters
User error
Minor distortions or warping caused by prolonged exposure to heat, where such warping does not prevent use of the oven
Use of the ovens with incorrect fuels
Any improper use of the ovens

How To Make A Claim?
If (and it’s a big bad “IF” that we don’t think will happen!) you need to claim on the warranty, processing a claim is easy please contact sales@cookaburra.com.sg or contact Cookaburra with:

Your proof of purchase
Your Ooni pizza oven’s serial number (see Find my serial number!)
Photographs of any faulty parts
You must provide all information (including photographs/videos where requested) as well as all assistance reasonably requested by us in order to properly assess the products.

Once your claim has been approved by Ooni HQ, the Cookaburra team will facilitate the return/replacement.

The customer should coordinate with the Cookaburra team to schedule the exchange
The customer should send their item to the Cookaburra’s warehouse (customer will shoulder the shipping fee)
Once received, the Cookaburra team will ship out your order back to your address (pick-ups can be scheduled)
*The customer must shoulder the cost to deliver the damaged item to Cookaburra Bbq Pte Ltd.

*Cookaburra Bbq Pte Ltd will shoulder the cost to deliver the item back to the customer.

STATUTORY NOTICE & SOME OTHER LEGAL STUFF THAT WE APPARENTLY HAVE TO SAY!

This warranty shall not affect your consumer or other statutory rights.
In no event shall recovery under the warranty be for an amount greater than the original purchase price of the oven sold.
Ooni continually strives for improvement, and therefore, may from time to time change the design of its products. This warranty does not cover Ooni being obligated to include such design changes into previously manufactured products. Any such changes, made at Ooni’s discretion, cannot be construed as an admission that previous designs were defective.
The warranty is limited to the standard manufacturer warranty of 1 year from the date of purchase.
Cookaburra Bbq Pte Ltd and Ooni shall have no liability to you (whether the Ooni ovens are found to breach the applicable warranty or not) for the cost of removing the products returned to us under the above conditions or for re-installing after they have been returned.
If you give us notice in writing during the applicable warranty period within a reasonable amount of time following the discovery that the oven does not comply with the applicable warranty as previously set out; and we are given a reasonable opportunity to examine the product and we determine that the product does not comply with the warranty as set out then we shall, at our discretion, repair or replace the defective product.
In certain circumstances, at our discretion, we may decide to refund the price of the oven based on the market value of the product at the time any refund was payable and would take into consideration any wear and tear as well as normal market depreciation.
We reserve the right to require that faulty ovens be returned to us. In such circumstances we shall cover the cost of the return carriage by normal means within the geographic territories set out above, and a replacement oven will be delivered free of charge by us to you at the original delivery address.
If, following inspection of the returned oven, we determine that, acting reasonably, there has been no breach in the warranty for the oven as set out, we will return the product to you, at your cost, and require return to us of any replacement oven that has been provided to you.

Legal

This limited warranty is exclusive and in lieu of any other warranty, written or oral, express or implied, including but not limited to the warranty of merchantability or fitness for a particular purpose. The duration of any implied warranties, including any implied warranty of merchantability or fitness for a particular purpose is expressly limited to the duration of the warranty period for the applicable component.

The purchaser’s exclusive remedy for breach of this limited warranty or of any implied warranty shall be limited as specified herein to replacement. In no case shall Ooni or Cookaburra Bbq Pte Ltd be liable for any special, incidental or consequential damages.

Services

What happen if my BBQ grill is faulty after 2 year warranty?
Over here we do provide repair service at a fee, replacement of parts will be charged separately. You may write in or contact us with details of your BBQ grill and the issues with it. We will try our best to assist you from there.

Do you provide gas cylinder?
Yes, we do provide gas cylinders in Cookaburra. Our aim is to provide a one stop bbq solution / convivence to our customers when they purchase a new bbq grill from us. Our delivery team will also set up the gas cylinder, bbq grill and check for any gas leakage upon delivery and saving you the hassle and worries.

Which gas regulator should I purchase?
Always look out for the safety mark when purchasing a regulator to verify that they meet the specified standards in Singapore. Cookaburra has 2 different brand of regulators. They are TPA regulator and SRG regulator, both of them have the safety mark and are able to fit Sungas 12.7 kg , Esso gas 12.7 kg and Singas 12.7kg. So what is the difference between this 2 regulator ? SRG regulator is made in Germany whereas TPA regulator is made in China.

When do I need to purchase the gas regulator and hose set?
Brands such as Cookaburra and Outback, the grills do not come with the hose and regulator. If you are purchasing a Weber gas grill, you just need to purchase a gas regulator as the hose is provided by the Weber.

Payment

What type of payment mode do you accept here?
For online purchase, we can only accept Visa, Master, Amex, Paypal, Stripe, Atome, Paynow & bank transfer. If you feel uncomfortable using our online platform , you can write in to us requesting for cash or cheque payment upon delivery.

For oversea purchase beside using Visa, Master, Amex and Paypal, Stripe, Atome, Paynow. You may write in requesting for bank transfer payment. We will only process the delivery order once the payment has successfully remitted to us.

How do I know if my transaction has successfully processed?
When the transaction has successfully processed, you will receive one email each from us and Paypal. If you only receive one from either platform, do inform us and we will clarify for you.

Should there be any errors such double charge, we will refund back by your initial payment method.

What happen if I order the wrong item(s) and need to return back for refund?
We recommend you to check with us if you are uncertain of the products before you purchase.

In the event you realized that you have bought the wrong items when we deliver to your door step and you don’t want it, we will be charging the $20 delivery fee (if purchase order is less than $400 and/or the total amount is less than $400 after deducting the returned item(s) and refund the remaining amount back to you by your initial payment method.

*Do note that we will only accept the returned item(s) in unused condition with the original packaging.

Terms & Conditions

Ooni Overseas Shipping Restrictions
We reserve the right, without prior notice, to limit the order quantity on any product and/or refuse service to any customer. Due to certain trademark, labeling, product content and embargo restrictions, we currently do not ship all Ooni products to all destinations except Singapore.

How do i register my warranties for Ooni?
You may visit the link to register your warranty online: https://eu.ooni.com/pages/product-registration/

Weber Warranty Program
If you wish to make a claim on a Weber product, in accordance with Weber’s warranty program, please bring the product (or picture of defect or damage) along with your receipt to the retailer, where you purchased your Weber product, as soon as possible. We will then assess whether the product is defective.

Defects and damages arising from wrongly use of the product will not be covered by Weber’s warranty program. However, any product defects or damages, which are covered by Weber’s warranty program, will be rectified or product replaced.

Return Policy

What is the return process?
Returns must be done within ten (10) working days starting from the day the goods are delivered to you. You may return your order (or items) for any of the following reasons:

Your product does not match the website specifications or description.
You received the wrong item in your package.
For products that are defective or damaged upon arrival, please refer to this link here.

And the general requirements for returns are as follows:

You have proof of purchase (order invoice number and receipt).
The goods must be in new condition and returned in the original, unopened packaging along with all original accessories (including manuals, warranty cards, certificate of authenticity) and any free gifts received with it.
All sealed items must not be opened.
The product must not have been used or installed or had any data inputted.

If your return is valid, we will process your refund or replacement, based on what you have indicated to our support team. If it’s valid, we will reimburse you with a refund through the same mode of payment that was made in the original purchase.

If your return is not valid, we will notify you and arrange the items to be returned. For the items to be returned, a delivery fee will be chargeable. We reserve the right to reject any return, exchange, refund deemed unfit or unreasonable.

Privacy Policy

Collection and Use of Personal Information
Your privacy is important to Cookaburra so we’ve developed a Privacy Policy that covers how we collect, use, disclose, transfer, and store your personal information.

Personal information is data that can be used to identify or contact a single person.

You may be asked to provide your personal information anytime you are in contact with Cookaburra or Cookaburra affiliated company. Cookaburra and its affiliates may share this personal information with each other and use it consistent with this Privacy Policy. They may also combine it with other information to provide and improve our products, services, content, and advertising. You are not required to provide the personal information that we have requested, but, if you chose not to do so, in many cases we will not be able to provide you with our products or services or respond to any queries you may have.

How we use your personal information
We may process your personal information: for the purposes described in this Privacy Policy, with your consent, for compliance with a legal obligation to which Cookaburra is subject or when we have assessed it is necessary for the purposes of the legitimate interests pursued by Cookaburra or a third party to whom it may be necessary to disclose information.

The personal information we collect allows us to keep you posted on Cookaburra’s latest product announcements, software updates, and upcoming events. If you don’t want to be on our mailing list, you can opt out anytime by updating your preferences.

We also use personal information to help us create, develop, operate, deliver, and improve our products, services, content and advertising, and for loss prevention and anti-fraud purposes. We may also use your personal information for account and network security purposes, including in order to protect our services for the benefit of all our users. Where we use your information for anti-fraud purposes it arises from the conduct of an online transaction with us. We limit our uses of data for anti-fraud purposes to those which are strictly necessary and within our assessed legitimate interests to protect our customers and our services. For certain online transactions we may also validate the information provided by you with publicly accessible sources.

Cookies and Other Technologies
Cookaburra’s website, online service, email messages, and advertisements may use “cookies” and other technologies such as pixel tags and web beacons. These technologies help us better understand user behavior, tell us which parts of our websites people have visited, and facilitate and measure the effectiveness of advertisements and web searches. We treat information collected by cookies and other technologies as non‑personal information. However, to the extent that Internet Protocol (IP) addresses or similar identifiers are considered personal information by local law, we also treat these identifiers as personal information.

If you want to disable cookies and you’re using the Safari web browser, go to Safari preferences and then to the privacy panel to manage your preferences. On your Apple mobile device, go to Settings, then Safari, scroll down to the Privacy & Security section, and tap on “Block Cookies” to manage your preferences. For other browsers, check with your provider to find out how to disable cookies. Please note that certain features of the Cookaburra website will not be available once cookies are disabled.

As is true of most internet services, we gather some information automatically and store it in log files. This information includes Internet Protocol (IP) addresses, browser type and language, Internet service provider (ISP), referring and exit websites and applications, operating system, date/time stamp, and clickstream data.

We use this information to understand and analyze trends, to administer the site, to learn about user behavior on the site, to improve our product and services, and to gather demographic information about our user base as a whole. Cookaburra may use this information in our marketing and advertising services.

In some of our email messages, we use a “click-through URL” linked to content on the Cookaburra website. When customers click one of these URLs, they pass through a separate web server before arriving at the destination page on our website. We track this click-through data to help us determine interest in particular topics and measure the effectiveness of our customer communications. If you prefer not to be tracked in this way, you should not click text or graphic links in the email messages.

Pixel tags enable us to send email messages in a format customers can read, and they tell us whether mail has been opened. We may use this information to reduce or eliminate messages sent to customers.

Protection of Personal Information
Cookaburra takes the security of your personal information very seriously. Cookaburra online website protect your personal information during transit using encryption such as Transport Layer Security (TLS). When your personal data is stored by Cookaburra, we use computer systems with limited access housed in facilities using physical security measures.

Delivery & Shipping

How long will it take for me to receive my order?
The Standard and Express delivery timeframe for Singapore orders is within 1-4 days. For Standard delivery, you will be able to receive your items based on Purchase Date + 3. For Express delivery, you will receive your purchased item the next day.

Please note that the expected delivery date/time is at our best approximation and will vary with circumstances such as shipping restrictions, payment authorization, online security checks and stock availability.

How much are the shipping rates?
Our shipping fee rates are:

Enjoy FREE delivery for order ($400 and above)
An additional $10.90 for delivery below $400
Upgrade to express delivery for $21.80

Where does Cookaburra Ship to?
Due to certain trademark, labeling, product content and embargo restrictions, Cookaburra currently sells and ships all Ooni products only within Singapore.

For non Ooni products, there is an additional charges for any overseas shipping & you may contact us for more information.

Delivery Time & Restrictions
Our delivery services start from 11.00am to 7.00pm including public holidays except Sunday. For public holidays, our retails /service will cease at 5.00pm.

Due to certain trademark, labeling, product content and embargo restrictions, Cookaburra currently sells and ships all Weber products only within Singapore.

Shipping charges for failure of attempted delivery to the restricted areas will be borne by you.

What happens if an incorrect address is provided for the delivery?
If the address provided is incorrect or outdated, the package will be returned to us by the delivery agent or the unintended recipient. Please check your address carefully when placing a new order. Please also take note of the location in the provided shipping address field.

If no one is available at the delivery address to receive the products, the delivery agent will leave an “unable to deliver” note at the address and the recipient should follow the instructions on that note to arrange redelivery of the products. You will be responsible to pay for the shipping charges for attempted delivery and the returned shipping charges.

Can I change my shipping address after my order has been dispatched?
Unfortunately, we are unable to redirect orders once your items have been shipped. Therefore, please ensure you provide the correct shipping address.

Promotion Terms & Conditions

The following terms and conditions are applicable to all promotions and promotional codes:

Purchases made using promotional code or advertised limited set(s) cannot be cancelled or amended upon receipt of your order acknowledgement email.
Promotional code and/or free gift(s) promotion will be deemed final upon receipt of your order acknowledgement email unless stated otherwise.
Products with ‘Discount’, ‘Promotion’ label or Add-to-cart prices cannot be combined with other promotional codes and promotions. You can only choose to either utilize the promotional code or purchase the Add-to-cart price at all times.
Products will revert back to original price once the limited set quantity has been sold out. No extension of limited set prices will be entertained.
All promotional codes, free gifts and purchase-with-purchase promotions are for one-time usage per customer.
All promotional codes, promotions, free gifts and purchase-with-purchase are not stackable unless stated otherwise.
All free gifts and purchase-with-purchase promotions are on while stocks last basis.
Promotional codes are only applicable for Cookaburra Online. Voucher redemptions are not applicable with other promotional codes and promotions.
If the promotional code has a minimum purchase requirement, shipping and handling charges do not apply towards the minimum purchase amount.
Cookaburra Voucher(s) can be in the form of Direct Discount or E-gift Card depending on the Promotion(s) at the point of sale.