Below is the list of frequently asked questions by other customers, look the list to see if your question is listed otherwise click here to contact us.

  • Who is firelogistics?

    firelogistics is the fire fighting and public safety equipment division, a brand of RAPP Australia Pty Ltd. The brand was set up as a means to develop, manufacture and supply high performance fire fighting equipment and rescue gear, as well as distribute the most effective, reliable and safe to use fire equipment from around the world.

    firelogistics products are in service in many fire fighting and emergency services operations around Australia and also internationally. RAPP Australia holds current and ongoing contracts with many government departments and private clients for the provision, repair and product development of many fire fighting equipment products and rescue gear.

    firelogistics is committed to the continued support of fire, police, medical and emergency services staff through sourcing, designing, manufacturing and distributing the highest quality fire fighting equipment and rescue gear possible.

     

  • Who is RAPP Australia Pty Ltd?

    Celebrating over 30 years of services to Australia and overseas businesses.

    RAPP Australia Pty Ltd the company which owns the NEANN and firelogistics brands. Since its inception in 1982, RAPP Australia Pty Ltd has always ensured that any products designed, manufactured and distributed by RAPP Australia Pty Ltd and its medical and fire divisions – NEANN and firelogistics – provide equipment that adheres to RAPP Australia Pty Ltd’s Vision for Services. All products must be the best product for:

    Effectiveness
    Reliability
    Safety of Use

    Emergency services workers, medical staff, fire fighters, police, paramedics, lifeguards, first responders and volunteers are some of the most important members of society and we cannot live without them. If they have the best gear available to them, then their jobs will become easier and safer for all.

  • How do I contact firelogistics?

    Our information is provided below or alternatively you can view our contact details here or clicking the ‘Contact Us‘ button up the top of the page.

    Address: RAPP Australia Pty Ltd
    Unit 1, 22 Hicks Street,
    PO Box 120,
    LARA, Victoria
    3212 Australia
    Phone: +61 3 5284 0222
    Fax: +61 3 5282 4892
    Email: sales@rappaustralia.com.au

  • Why Shop at firelogistics?

    firelogistics despatches representatives to find the most modern, effective and appropriate materials from around the world to construct its fire equipment products. Organisations and government departments also come to firelogistics for specific product solutions and assistance in improving the effectiveness of existing fire fighting equipment and rescue gear.

    RAPP Australia Pty Ltd is committed to developing, manufacturing and distributing fire fighting equipment and rescue gear of the highest quality through the firelogistics brand to support emergency workers everywhere. firelogistics products meet stringent Australian Standards, underpinned by a Quality Management System policy ISO 9001:2008.

    With a long history of creating products that embody the antithesis of effectiveness, reliability and safety of use, RAPP Australia’s firelogistics products are relied upon in even the most extreme of emergency situations around Australia and internationally.

     

  • Who are firelogistics’s distributors?
  • How do I find firelogistics on Facebook?

    firelogistics is a division of RAPP Australia Pty Ltd. You can contact us on Facebook by clicking this link https://www.facebook.com/RAPPAustralia. Please be aware that Facebook is only for social media and news updates. Should you have a question or any issues regarding our site or a product please contact us by phone: 03 5284 0222 or by email at sales@rappaustralia.com.au

  • How do I find firelogistics on Twitter?

    firelogistics is a division of RAPP Australia Pty Ltd. You can contact us on Twitter by clicking this link https://twitter.com/RAPPAustralia. Please be aware that Twitter is only for social media and news updates. Should you have a question or any issues regarding our site or a product please contact us by phone: 03 5284 0222 or by email at sales@rappaustralia.com.au

  • I have a complaint, what do I do?

    We assure you that customer satisfaction is our top priority and we want our service at RAPP Australia Pty Ltd to reflect that principle. We truly appreciate customers who take the time to let us know about their experiences with our company whether they are negative or positive.

    All complaints are handle by our internal complaints department and they can be contact through

    Address:
    RAPP Australia Pty Ltd
    Unit 1, 22 Hicks Street,
    PO Box 120,
    LARA, Victoria
    3212 Australia

    Phone: 03 5284 0222

    Fax: 03 5282 4892

    Email: sales@rappaustralia.com.au

    Should you choose to contact us via email, fax or by post a RAPP Australia Pty Ltd representative will be in contact with you shortly to clarify and gather any additional information about your complaint and to make our best attempt in regaining your confidence in our company.

    You can also fill out our Customer Complaints Form here.

    If your complaint is regarding a product, please fill out our Return Goods Form here.

  • Where are your Terms and Conditions?

    firelogistics’s Terms and Conditions are located here.

  • Service & Repairs

    firelogistics provide a range of Service and Repairs. For more information please click here or alternately, you can contact one of our friendly sales representatives either by phone: 03 5284 0222 or by email at sales@rappaustralia.com.au.

  • Registering

    Please follow the below steps to register:

    Click the ‘Register/ Login’ link in the site’s secondary navigation or click here.

    Fill in the form on this page with your profile.

  • Why Register?

    You must login or register with firelogistics before you can view the delivery status of purchased products.

  • My Registration is taking too long!

    Please contact one of our friendly staff members on 03 5284 0222 or by email on sales@rappaustralia.com.au if you are experiencing any difficulties registering.

  • I cannot login. What do I do?

    You must submit a ‘My Account Register Here’ first before you can login (not required every time).

    Please check to see if you have the ‘Caps Lock’ off, as our sign-in details are case sensitive.

    You may also need to check your email address by making certain the full stops and the ‘@’ symbol are in the correct location as well as re-checking you password.

    If you work for a company, you might need to verify with other members of staff who may have changed the password.

    If the above options are not an issue, you can reset your password here.

    Alternatively, if all else fails, please contact sales@rappaustralia.com.au and one of our friendly staff members will confirm your Login.

  • What is a Product Finder?

    The Product Finder assists you with your search on our range of products.

  • I cannot see the Prices!

    Please note some products may not have a price.

    If you aren’t able to view pricing, it could be due to a number of reasons. Some products don’t have a price attached, the product is under review, it could be unavailable, or the product may be considered too expensive to ship.

    Please send an email to sales@rappaustralia.com.au or go to the ‘Contact Us‘ section of the website and submit an enquiry regarding if you require further information.

  • I cannot find a Product!

    Not all of firelogistics’s range of products are on the website. If you are having difficulty finding a product, please contact us on 03 5284 0222 or by email on sales@rappaustralia.com.au

  • Which product is right for me?

    Please contact one of our friendly sales representatives either by phone: 03 5284 0222 or by email at sales@rappaustralia.com.au if you are having trouble deciding which product would suit your needs.

  • Payment Options

    Our payment options are as follows:

    We accept Credit Card (Master Card or Visa), EFT or via Pay Pal.

  • How long would it take for a purchased product to be made?

    Lead time varies depending on demand, however should you require specific dates for a product to be made, please contact us on 03 5284 0222 or at sales@rappaustralia.com.au.

  • Out of Stock Products

    If you are looking for a product that is currently ‘Out of Stock’ please contact our friendly staff on 03 5284 0222 or at sales@rappaustralia.com.au for availability.

  • How do I get a custom product designed?

    You will need to make an appointment with one of our expert staff either by phone: 03 5284 0222 or by email at sales@rappaustralia.com.au

  • I am an Overseas client. Why can't I purchase a product online?

    Due to the variation of shipping costs, we are unable to process an overseas sale online.

    You will be automatically directed to fill out an enquiry form where a sales team will be happy to come back to you with a quote.

    Should you wish to contact us regarding this matter or an online order, please call us on +61 3 5284 0208 or alternately at sales@rappaustralia.com.au

  • Shopping Cart Help (Step by Step Instructions)

    If you are having troubles updating products or editing your cart, feel free to Contact Us for assistance.

    To purchase a product:

    First you must register or login to begin the shopping cart experience.

    Then you must utilize the “Add to Cart” or “Buy now” buttons to place an item in the shopping basket.

    After a product is added to the shopping basket, you can click the “View or Edit Cart” links to update quantities or remove products from the basket.

    Once you have the products and quantities finalized, you can click the “View Cart” link.

    Then, confirm everything in your cart is what you want to purchase and click proceed to checkout.

    Next, complete the required Billing, Shipping and Payment information.

    Once the order has been processed, a confirmation email will be sent and the product(s) shipped to the designated address.

  • How do I place an order with firelogistics?

    Please follow the below steps to Place Your Order:

    1. Navigate to the product of your choice via the categories listed in the sidebar, or click Products to see more.
    2. On the description page of your product, enter the quantity you wish to order, then select ‘Add to Cart’.
    3. You will be prompted to either continue shopping or to view the items in your shopping cart and checkout. Select ‘View Cart’.
    4. The items in your shopping cart will be shown. You are able to edit the amount of products you wish to purchase by typing in the box or clicking the up and down arrows in this section. You are also able to remove products by clicking on the red button with the ‘x’ on it. If you are happy with your purchase please select ‘Proceed to Checkout’ to place your order.
    5. Choose which shipping method you prefer, please note we only sell products online to Australia. If you are outside of Australia call us on +61 3 5284 0222 or contact us here.
    6. You will then be required to check and update any personal details if necessary. Once all the fields marked with a red asterisk are entered, please read over our Private Policy and the Terms and Conditions before ticking the box.
    7. Please ensure that your delivery details(pick up, delivery, own courier or request a quote).
    8. You details are shown on the left-hand side of the screen and underneath are the Payment options. Select one of the options of payment, which are: Cheque, Credit Card and PayPal and then ‘Place Order’. Please contact our sales team on (03) 5284 0222 should you require more payment options.
    9. At this stage, fill in your credit card details or sign in to your PayPal account. If using PayPal re-check you shipping details and card details before purchasing our products.
    10. If playing by Cheque, please send a cheque to:
      RAPP Australia Pty Ltd
      PO Box 120
      Lara, VIC 3212
      Australia
      Please note: Goods will not be despatched until the cheque has been cleared.
    11. If you paid by Credit Card: You will be sent to a ‘Tax Invoice’ page where you can print out your invoice. You will also be sent a email receipt fromfirelogistics (please check your ‘Junk’ folder). If paid by PayPal: Once payment is completed, on the PayPal’s page there will be an option to print out a invoice as well as a link to return you to firelogistics website. You will also be sent a email receipt from firelogistics (please check your ‘Junk’ folder).
    12. You can access your order anytime by signing into your firelogistics account and selecting the ‘Orders’ button up the top of the page.
    13. Should you have any difficulties please contact our sales team on (03) 5284 0222.
  • Out of Stock Products

    If you are looking for a product that is currently ‘Out of Stock’ please contact our friendly staff on 03 5284 0222 or at sales@rappaustralia.com.au for availability.

  • Discounts

    Are available depending on the product, quantity and situation. Please contact our staff on 03 5284 0222 or at sales@rappaustralia.com.au for more information.

  • Delivery Times

    Our aim is to dispatch stocked items within 24hrs of receiving the order. If the product is not in stock, one of our friendly staff will contact you to discuss.

    Please be aware that not all of RAPP Australia’s products are always in stock, and waiting times may apply.

    Lead times for the manufacture of customised products will vary greatly depending on the individual circumstances.

    If you require your order within a specific date, or require further information please contact us on 03 5284 0222 or at sales@rappaustralia.com.au.

  • Shipping & Parcel Information

    All orders despatched are traceable through our courier company, Star Track unless a PO Box is provided is provided. If this is the case, your parcel may be shipped using Australia Post. However, should you wish to use an alternate courier, please let us know in ‘Order Notes’ – Extra fees may apply.

  • My Parcel Is Late!

    Please contact us on 03 5284 0222 or at sales@rappaustralia.com.au and one of our friendly staff will contact you with an explanation and an estimated time of arrival.

  • When I click ‘buy now’ will I be billed straight away?

    You should be billed instantaneously however, it can take up to 24 hours on a weekday until the money will be taken out of your account. This may take longer on the weekends.

    If you are experiencing longer than normal billing issues, please contact us on 03 5284 0222 or by email on sales@rappaustralia.com.au

  • How do I change the name registered to my account?

    Please follow the below steps to change your name:

    Click the ‘Dashboard’ button in the site’s main navigation banner.

    Once on the dashboard screen, click ‘Edit Account Details’.

    Make the necessary changes to your name.

    Click on ‘update account details’ to save the changes you have made.

  • How do I change my company name information?

    Please follow the below steps to change your company name:

    Click the ‘Dashboard’ button in the site’s main navigation.

    Once on the dashboard, select ‘Edit Account Details’.

    Make the necessary changes to your company name.

    Click ‘Update Account Details’ to save your changes.

  • How do I change my personal title information?

    Please follow the below steps to change your title information:

    Click the ‘Dashboard’ button in the site’s main navigation banner.

    Once on the dashboard page, make the required changes to your personal title information.

    Click on ‘Update Account Details’ to save your changes.

  • How do I change my address details?

    Please follow the below steps to change your address:

    Click on the ‘Dashboard’ button in the main navigation at the top of each page.

    Once on the dashboard page, click ‘Edit Account Details’.

    Make the necessary changes to your address information.

    Click ‘Update Account Details’ to save your changes.

  • How do I change my registered shipping address?

    Please follow the below steps to change your shipping address:

    Click the ‘Dashboard’ button in the site’s main navigation at the top of each page.

    Once on your dashboard page, select ‘Edit Account Details’.

    Make the necessary changes to your delivery address information.

    Click ‘Update Account Details’ to save your changes.

  • How do I update my email address details?

    Please follow the below steps to change your email address:

    Click the ‘Dashboard’ button in the site’s main navigation at the top of each page.

    Once on your dashboard page, select ‘Edit Account Details’.

    Make the necessary changes to your email address.

    Click ‘Update Account Details’ to save your changes.

  • How do I update my password?

    Please follow the below steps to change your password:

    Click the ‘Dashboard’ button in the site’s main navigation.

    Once on the dashboard, select ‘Edit Account Details’.

    Once on the Edit Account Details, select ‘Do you wish to change Password’.

    Make the necessary changes to new password details.

    Click ‘Update Account Details’ to save your changes.

  • How do I update my phone number information?

    Please follow the below steps to change your phone number:

    Click the ‘Dashboard’ button in the site’s main navigation.

    Once on the dashboard, select ‘Edit Account Details’.

    Make the necessary changes to phone number details.

    Click ‘Update Account Details’ to save your changes.

  • How do I review or change the number of items in my order?

    Please follow the below steps to change an order:

    Access your shopping cart by clicking the ‘Shopping Cart’ in the black menu bar.

    From this screen you can change, view or delete the items and quantities of products you have ordered.

  • Forgot Password

    Please follow the below steps to access your password or ID / username:

    Click the ‘Register/ Login’ button in the site’s second navigation.

    Once on the member login, click ‘Lost your password?’.

    Fill in the form on this page with your name and email address.

    Click ‘Submit’ to submit your requirement.

    A confirmation email will be sent to your registered email address. Click the link in this email to complete the password reset process.

    You will be directed back to the firelogistics website where you will be prompted to fill in the form on this page with your new password.

  • Subscribe / Unsubscribe to Newsletters

    Please follow the below steps to subscribe to our Newsletter:

    Fill in the form in the site’s footer.

    Click the ‘Subscribe’ button in subscribe email.

    Please follow the below steps to unsubscribe to our Newsletter:

    Open subscribe email.

    Click the ‘Unsubscribe’ link in subscribe email.

  • My Account has been Terminated

    There are many reasons why your account could be terminated. One of the main causes for a terminated account is if your bills are continuously overdue.

    RAPP Australia Pty Ltd has the right to terminate your access to your account or your use of the site at anytime without notice and for any reason whatsoever.

    You are personally liable for any orders that you place or changes that you incur prior to termination.

    RAPP Australia Pty Ltd staff(s) may terminate your access to firelogistics at any time if we become aware of any security breaches or prohibited use or where it is necessary for the management of RAPP Australia Pty Ltd computer systems. RAPP Australia Pty Ltd staffs are not required to provide any reason or notification for any such termination.

    We reserve the right to change or discontinue all or any aspects of the site or page at any time without prior notice for any reason whatsoever.

    If you believe that your account has been wrongfully terminated, please contact us by phone: 03 5284 0222 or by email at sales@rappaustralia.com.au

  • How do I make an enquiry with your company?

    Please follow the below steps to leave feedback:

    Click ‘Contact Us’ in the main navigation near the top of each page of our site (or click here).

    Fill in the form on this page with your enquiry or feedback, then hit ‘Submit’. A member of our Customer Service team will be in touch with you via either email or phone.

  • Discounts

    Are available depending on the product, quantity and situation. Please contact our staff on 03 5284 0222 or at sales@rappaustralia.com.au for more information.

  • Spare Parts

    firelogistics stock a large catalogue of spare parts for both its own and third party products.

    Not all of our spare parts are listed, so if you cannot find the one you are looking for, do not stress, contact our friendly sales staff at sales@rappaustralia.com.au or alternately on 03 5284 0222 – we will be happy to assist you with your purchase.

    *Please choose your products wisely because there is a 20% restocking fee for all returned products.

  • Can I customise my own Bag / Kit?

    Yes you can, however, you will need to make an appointment with one of our friendly sales representatives either by phone: 03 5284 0222 or by email at sales@rappaustralia.com.au

  • Mission / Policy

    Please click here for firelogistics’s updated Policy / Mission Statement. Alternately, you can contact one of our friendly sales representatives either by phone: 03 5284 0222 or by email at sales@rappaustralia.com.au.

  • Terms & Conditions

    Please check firelogistics’s Terms and Conditions here for our updated policy. Alternately, you can contact one of our friendly sales representatives either by phone: 03 5284 0222 or by email at sales@rappaustralia.com.au.

  • Warranties

    You can download firelogistics’s Warranty Information here. Alternately, you can contact one of our friendly sales representatives either by phone: 03 5284 0222 or by email at sales@rappaustralia.com.au.

  • Cleaning

    You can download firelogistics’s cleaning instructions here. Alternately, you can contact one of our friendly sales representatives either by phone: 03 5284 0222 or by email at sales@rappaustralia.com.au.

  • Returns

    Please check firelogistics’s Terms and Conditions here for our updated policy on returning stock. Alternately, you can contact one of our friendly sales representatives either by phone: 03 5284 0222 or by email at sales@rappaustralia.com.au.

  • Exchanges

    Please check firelogistics’s Terms and Conditions here for our updated policy on exchanges. Alternately, you can contact one of our friendly sales representatives either by phone: 03 5284 0222 or by email at sales@rappaustralia.com.au.

  • Cancellations

    Please check firelogistics’s Terms and Conditions here for our updated policy on canceling products and stock. Alternately, you can contact one of our friendly sales representatives either by phone: 03 5284 0222 or by email at sales@rappaustralia.com.au.

  • firelogistics’s Guarantee

    RAPP Australia Pty Ltd has a stringent Quality Policy to ensure that the design and manufacture of its products, as well as those it distributes in Australia, New Zealand and around the world, are of the highest possible performance quality.

    RAPP Australia Pty Ltd holds an ISO 9001: 2008 Quality Management Systems Certificate, its products meet Australian Standards and Regulations where appropriate, and any product designed and manufactured by RAPP Australia Pty Ltd undergoes stringent assessment and evaluation prior to release. Read more about RAPP Australia Pty Ltd’s Quality Policy here.