FAQ

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SHOPPING WITH PAC FIRE ONLINE

Where is my order?

Please allow 5 business days from payment for your order to be dispatched. Occasionally, an order will be held for the arrival of stock. This is to save customers on freight. Customers will be notified as quickly as possible if an order is going to be held for the arrival of stock – notification will come via email or as a note on the online order.

Customer will be notified of shipping via email, as well as a note on the order. This communication will contain the name of the shipping service as well as a consignment note number for tracking updates.

Login to your account at anytime to check your real time order status and find any notes relevant to your order.

Read Pac Fire’s Pricing, Shipping and Returns information here.

I can’t enter a PO Box or Locked Bag address – why?

At this time, Pac Fire cannot accept deliveries to a PO Box or Locked Bag though our online store as this attracts a freight surcharge from our couriers. Please email sales@pacfire.com.au or call 1300 731 800 for more information on our freight policy or to process an order to a PO Box or Locked Bag.

Read Pac Fire’s Pricing, Shipping and Returns information here.

I don’t want to place an order – I just need a quote, can I do that online?

Yes!

You must be a Pac Fire online member to use the quote function. Signing up is totally free and takes only a few minutes, you can do that here.

After you’ve signed up and logged in, find the item you require a quote on and select any relevant options. An “Add to quote” button will appear. Select this option. View your quote at any time by locating the red “View Quote” button in your sidebar.

While viewing your quote you can email this to anyone by hitting the email button and entering an address.

Your quote will be visible on your accounts dashboard until your either delete it or convert it to cart items.

Please note, your quote will not include either freight or GST.

The item I’ve purchased says “available to backorder”, what does that mean?

When an item shows “Available to Backorder” above the “Add to Cart” button it means we’re currently out of stock – but the product is on the way.

Wait times for Pac Fire online items can vary depending on the location of the supplier – we’ll try to give you an accurate timeframe via notes on your order to keep you updated.

Orders with Pac Fire online will wait for the backordered stock to arrive to save on freight charges.

Items which we don’t have a firm arrival time for will show as “out of stock” and cannot be added to your cart.

I’m ready to pay for my order, what payment methods are available to me?

Pac Fire Online accepts Credit Card, PayPal and Direct Deposit payment methods. Credit Card payments are handled through the secure PayPal interface – please check the Credit Card / PayPal option for this payment method and then follow the prompts.

If you select “Direct Deposit”, your order will not start processing until money has been received into the Pac Fire account – this can take up to 3 working days.

For faster order processing, please select the “Credit Card / PayPal” payment method.

 

HELMETS

What Standards do the helmets comply to?

Structural Fire Helmets are Certified to the AS4067-2012 Australian Standards. The Bush Fire Helmets are Certified to AS1801 Australian Standards, type 1, 2 and 3.

Are spare parts available on all helmets?

Spare parts are available on all helmets, and for further information please contact the office of PAC FIRE AUSTRALIA or your Local Distributor.

What is the manufacturers recommended lifespan on helmets?

All Pacific helmets have a minimum recommended lifespan of 5+ years, although we recommend after 10 years you should be looking at replacing your helmet.

How do I tell if my helmet needs replacing?

If the external shell has been subjected to an excessive blow, and/or the kevlar shows signs of softness, or exposure then the helmet should be replaced.

What colours are available?

There are a large range of colours available in the Pacific range.

There are standard colours such as White, Pantone Yellow, Red, Helmet Orange, Silver, Black, Matt Black, Verdie Blue, Fire Royal Blue, Corinthian Blue, Rescue Blue, UN Blue, Padre Purple, British Racing Green, Army Green, UK Green, Green, Canary Yellow, Daisy Yellow, Signal Green and also a special colour range with Photoluminescent, Hi-Visibility Lime.

What accessories are available on the Pacific Helmets?

There are UKE torches, torch clips, ear muff clips, visors and chin strap upgrades available for most of the Pacific helmet range.

How do I keep my helmet in good condition?

We recommend the regular cleaning of helmets with SC-14 All Purpose Cleaner.

Safe and proper storage of your helmet will also help keep it in service longer. Pac Fire Australia supply a range of carry bags and storage options for Pacific Helmets Products.

What standards to F10 Euro helmets meet?

Our F10 helmets meet all three international standards AS 4067-2012, NFPA and EN449.

What helmets can take an eye protector?

F10, F15, BR9, Dominator, F3C

 

CLOTHING

How is the Bristol Clothing sized?

The B-Tech range is our budget set which is only available in stardard sizing from Small – 4XL.

The X-Flex design is produced for a more tailored fit and is available in 56 sizes – 28 for the jackets and 28 for the pants.

Do you offer special sizes and alterations to designs?

Yes we do offer special sizes and alterations to designs with a minimum surcharge.

What outer materials do you offer?

Our standard B-tech off the shelf design has an Hainsworth Titan outer how ever we can produce garments from all the different materials which are available in the market place such as PBI and Nomex.

Do you offer a care and maintenance program with your garments?

Yes we offer a care and maintenance program with all of our garments sold for a fee depending on your requirements. We also have available a local certified repairer for the Bristol garments if required.

What is the difference between B-Tech and X-Flex?

B-Tech is our standard off the shelf range of structural clothing which is available in Navy or Lime with other colours available upon request.

The X-Flex is our top of the range garment which is a tailored fit for the end user who will be using the suit day in and out and is available in many configurations.

 

GLOVES

What size range is available for the gloves Pac Fire Australia supply?

In most cases glove sizes range from XXS-XXXL.

Is special glove sizing available for such things as missing digits etc?

Yes, special sizing is available for an additional fee

Are the Titan PBI gloves certified to Australian Standards?

Yes, in fact the Bristol Titan PBI gloves were the first fabric structural firefighting gloves certified to AS2161.6:2004 in February 2017.

 

FOOTWEAR

What size range is available for the gloves Pac Fire Australia supply?

In most cases glove sizes range from XXS-XXXL.

What Standards do the helmets comply to?

Structural Fire Helmets are Certified to the AS4067-2012 Australian Standards. The Bush Fire Helmets are Certified to AS1801 Australian Standards, type 1, 2 and 3.

How is the Bristol Clothing sized?

The B-Tech range is our budget set which is only available in stardard sizing from Small – 4XL.

The X-Flex design is produced for a more tailored fit and is available in 56 sizes – 28 for the jackets and 28 for the pants.

Is special glove sizing available for such things as missing digits etc?

Yes, special sizing is available for an additional fee

What sizes are available?

Pac Fire Australia stocks sizes 3 – 15 including half stock plus other sizes upon request.

What warranty is offered with the ISG Thermal Imaging Cameras?

ISG offers a 24 month warranty with all of their cameras.

Where is my order?

Please allow 5 business days from payment for your order to be dispatched. Occasionally, an order will be held for the arrival of stock. This is to save customers on freight. Customers will be notified as quickly as possible if an order is going to be held for the arrival of stock – notification will come via email or as a note on the online order.

Customer will be notified of shipping via email, as well as a note on the order. This communication will contain the name of the shipping service as well as a consignment note number for tracking updates.

Login to your account at anytime to check your real time order status and find any notes relevant to your order.

Read Pac Fire’s Pricing, Shipping and Returns information here.

What warranty comes with the BlowHard Fan?

The BlowHard fan comes with a 12 month warranty which includes the battery.

Are spare parts available on all helmets?

Spare parts are available on all helmets, and for further information please contact the office of PAC FIRE AUSTRALIA or your Local Distributor.

Do you offer special sizes and alterations to designs?

Yes we do offer special sizes and alterations to designs with a minimum surcharge.

Are the YDS Fire fighting boots certified to Australian Standards?

All of the fire boots which we have to offer is certified to AS/NZS 4821:2006.

What is battery for life?

ISG offers for a minimal charge a replacement battery for life exchange program. The life of the battery is based over 6 years and if you adopt the program we will exchange any battery which you feel is not working properly free of charge no questions asked. All we ask is for you to return the faulty battery so that we can recycle it correctly.

Is directional ducting available for the fan?

Yes, directional ducting is available upon request.

I can’t enter a PO Box or Locked Bag address – why?

At this time, Pac Fire cannot accept deliveries to a PO Box or Locked Bag though our online store as this attracts a freight surcharge from our couriers. Please email sales@pacfire.com.au or call 1300 731 800 for more information on our freight policy or to process an order to a PO Box or Locked Bag.

Read Pac Fire’s Pricing, Shipping and Returns information here.

What is the manufacturers recommended lifespan on helmets?

All Pacific helmets have a minimum recommended lifespan of 5+ years, although we recommend after 10 years you should be looking at replacing your helmet.

What outer materials do you offer?

Our standard B-tech off the shelf design has an Hainsworth Titan outer how ever we can produce garments from all the different materials which are available in the market place such as PBI and Nomex.

Are the Titan PBI gloves certified to Australian Standards?

Yes, in fact the Bristol Titan PBI gloves were the first fabric structural firefighting gloves certified to AS2161.6:2004 in February 2017.

Are spare parts available for the YDS boots?

Yes, we offer spare zippers, laces and inner soles if required.

What is the difference between the ISG-160 and the ISG-380?

The two cameras are identical except the ISG-160 has half the image pixels of the ISG-380.

ISG-160 image pixels are 192 x 144
ISG-380 image pixels are 384 x 288

Is the BlowHard fan intrinsically safe?

The fan is currently being tested to intrinsically safe standards and we will let you know once the approvals are completed.

I don’t want to place an order – I just need a quote, can I do that online?

Yes!

You must be a Pac Fire online member to use the quote function. Signing up is totally free and takes only a few minutes, you can do that here.

After you’ve signed up and logged in, find the item you require a quote on and select any relevant options. An “Add to quote” button will appear. Select this option. View your quote at any time by locating the red “View Quote” button in your sidebar.

While viewing your quote you can email this to anyone by hitting the email button and entering an address.

Your quote will be visible on your accounts dashboard until your either delete it or convert it to cart items.

Please note, your quote will not include either freight or GST.

How do I tell if my helmet needs replacing?

If the external shell has been subjected to an excessive blow, and/or the kevlar shows signs of softness, or exposure then the helmet should be replaced.

Do you offer a care and maintenance program with your garments?

Yes we offer a care and maintenance program with all of our garments sold for a fee depending on your requirements. We also have available a local certified repairer for the Bristol garments if required.

Do you offer special requirement sizes for your footwear?

Yes we can provide specials if required such as bunker boots with wider calf openings etc.

Are the new ISG E series cameras Intrinsically safe?

The new E series are intrinsically safe and are rated to UL Class 1 Division 2.

Can you purchase a battery as a spare part?

Yes, batteries are available as a spare part if required.

What colours are available?

There are a large range of colours available in the Pacific range.

There are standard colours such as White, Pantone Yellow, Red, Helmet Orange, Silver, Black, Matt Black, Verdie Blue, Fire Royal Blue, Corinthian Blue, Rescue Blue, UN Blue, Padre Purple, British Racing Green, Army Green, UK Green, Green, Canary Yellow, Daisy Yellow, Signal Green and also a special colour range with Photoluminescent, Hi-Visibility Lime.

What is the difference between B-Tech and X-Flex?

B-Tech is our standard off the shelf range of structural clothing which is available in Navy or Lime with other colours available upon request.

The X-Flex is our top of the range garment which is a tailored fit for the end user who will be using the suit day in and out and is available in many configurations.

What style of moisture protection is used in the YDS footwear?

YDS only uses Gore-Tex moisture barriers in it’s footwear as it is of the highest quality.

Are spare parts available?

Yes there is a complete spare parts list upon request.

The item I’ve purchased says “available to backorder”, what does that mean?

When an item shows “Available to Backorder” above the “Add to Cart” button it means we’re currently out of stock – but the product is on the way.

Wait times for Pac Fire online items can vary depending on the location of the supplier – we’ll try to give you an accurate timeframe via notes on your order to keep you updated.

Orders with Pac Fire online will wait for the backordered stock to arrive to save on freight charges.

Items which we don’t have a firm arrival time for will show as “out of stock” and cannot be added to your cart.

I’m ready to pay for my order, what payment methods are available to me?

Pac Fire Online accepts Credit Card, PayPal and Direct Deposit payment methods. Credit Card payments are handled through the secure PayPal interface – please check the Credit Card / PayPal option for this payment method and then follow the prompts.

If you select “Direct Deposit”, your order will not start processing until money has been received into the Pac Fire account – this can take up to 3 working days.

For faster order processing, please select the “Credit Card / PayPal” payment method.

What accessories are available on the Pacific Helmets?

There are UKE torches, torch clips, ear muff clips, visors and chin strap upgrades available for most of the Pacific helmet range.

Can you point the thermal imaging camera at the sun?

No, if you point the camera directly at the sun you will definitely damage the image quality and void the warranty.

How do I keep my helmet in good condition?

We recommend the regular cleaning of helmets with SC-14 All Purpose Cleaner.

Safe and proper storage of your helmet will also help keep it in service longer. Pac Fire Australia supply a range of carry bags and storage options for Pacific Helmets Products.

What standards to F10 Euro helmets meet?

Our F10 helmets meet all three international standards AS 4067-2012, NFPA and EN449.

What are the options for the laser grip handle?

There are four options:
1. Blank handle no options
2. Handle with laser pointer
3. Handle with DVR (digital video record) and image capture
4. Handle with TX (telemetry)

What helmets can take an eye protector?

F10, F15, BR9, Dominator, F3C

Does the handle require batteries?

No the handle draws its’ charge from the camera once it is connected.

 

THERMAL IMAGING CAMERAS

What warranty is offered with the ISG Thermal Imaging Cameras?

ISG offers a 24 month warranty with all of their cameras.

What is battery for life?

ISG offers for a minimal charge a replacement battery for life exchange program. The life of the battery is based over 6 years and if you adopt the program we will exchange any battery which you feel is not working properly free of charge no questions asked. All we ask is for you to return the faulty battery so that we can recycle it correctly.

What is the difference between the ISG-160 and the ISG-380?

The two cameras are identical except the ISG-160 has half the image pixels of the ISG-380.

ISG-160 image pixels are 192 x 144
ISG-380 image pixels are 384 x 288

Are the new ISG E series cameras Intrinsically safe?

The new E series are intrinsically safe and are rated to UL Class 1 Division 2.

Are spare parts available?

Yes there is a complete spare parts list upon request.

Can you point the thermal imaging camera at the sun?

No, if you point the camera directly at the sun you will definitely damage the image quality and void the warranty.

What are the options for the laser grip handle?

There are four options:
1. Blank handle no options
2. Handle with laser pointer
3. Handle with DVR (digital video record) and image capture
4. Handle with TX (telemetry)

Does the handle require batteries?

No the handle draws its’ charge from the camera once it is connected.

 

BLOWHARD FANS

What warranty comes with the BlowHard Fan?

The BlowHard fan comes with a 12 month warranty which includes the battery.

Is directional ducting available for the fan?

Yes, directional ducting is available upon request.

Is the BlowHard fan intrinsically safe?

The fan is currently being tested to intrinsically safe standards and we will let you know once the approvals are completed.

Can you purchase a battery as a spare part?

Yes, batteries are available as a spare part if required.