FAQ

General Questions

How long does it take to process my order?

We aim to process and ship orders within 24 hours on working days. Please note that this timeframe excludes weekends and public holidays.

Where is your warehouse located?

Our warehouse is located in Sydney. To ensure efficient order processing, offline pickup is not currently supported.

How can I track my order?

Once your order is shipped, you will receive an email notification containing a tracking number. You can use this number to monitor your shipment's status and expected delivery date.

How do I change my order's shipping address?

If you need to update your shipping address, please contact our customer support team as soon as possible at support@gaslandchef.com.au. We'll do our best to assist you with this change.

What to do if my order is lost or damaged during shipping?

In the rare event that your order is lost or arrives damaged, please contact our customer support team immediately at support@gaslandchef.com.au.

Installation issues

Can I install the stove myself, or is professional installation required?

Installation requirements vary by model. While some customers choose DIY installation, others prefer professional installation services. Check the product manual for installation instructions, or contact our support team for guidance. Our products are designed for easy installation, we understand that some customers prefer professional assistance. Professional installation is not mandatory, but if you're unsure or want peace of mind, consulting a qualified technician is a great option.

Is there a video tutorial for our product installation?

Yes, we provide video tutorials for the installation of some products. You can find these tutorials on our official website or YouTube channel. They complement the written instructions in the manual and offer a visual guide to assist you during installation.

Can the cooktop be used with an oven?

Certainly, it is feasible. Nevertheless, it's important to bear in mind that a specific space should be allocated between the two items, as the product generates heat during operation and requires adequate ventilation.

How to transition between different gas sources?

Using the conversion from natural gas to liquefied gas as an example:
● Turn counterclockwise to detach the gas nozzle.
● Install the replacement nozzles in the specified order as indicated on the accessory packaging. If you're unsure of the sequence, you can reference the nozzle diameters, as different burner nozzles come in varying diameters.
Check the details>>

Common Troubleshootings

Why won't my water heater start?

● Check if the polarity of the batteries is positioned correctly.
● Check if the water inlet, water outlet, and gas inlet are connected to the right pipes.
● The Heater won't ignite if the water pressure is too low, please make sure you have enough water flow.
● Check the water inlet and filter to make sure there is no clog.
● Disconnect the shower hose and shower head and let the water gush out from the heater (set the gas knob to a minimum and the water knob to a maximum), if it ignites that means there is a clog either in the shower hose or shower head.
If there are no installation errors as mentioned above, please contact our after-sales service team. We are committed to giving our customers the most satisfactory after-sales service.

Why won't my gas cooktop stay ignited?

Press the knob for more than 5 seconds.
Check whether there is any dirt on the thermocouple and wipe the thermocouple.
If the above measures do not solve the problem, please take a video and send the product serial number and order number to our email.

Electric Cooktop FAQ

	Possible Reason	Solutions
No response after wiring	The household power circuit breaker fuse may be defective or has tripped.	Employ an electric pen to inspect the fuses in the fuse box. If any issues are detected, replace or reset the fuses as needed.
	Line failure	Utilize a voltage tester to assess if the voltage between the two live wires registers at 240V.
	Electric cooktop wiring error	Consult our wiring diagram and follow the manual wiring instructions to ensure accurate and proper wiring.
	Electric cooktop wiring is loose or poor contact	Visually inspect the wiring for any signs of looseness or poor contact. If identified, carefully rewire the connections to ensure they are securely in place.
	The overheating protection device is functioning, and the circuit is disconnected when overheating protection is activated.	Power off the device and allow it to cool down for 3-4 hours before turning it back on.
It reacts when connected to power but does not start	The induction cooker display is showing "U," which indicates that the pot cannot be detected.	1. Please verify if the pot is made of metal and ensure that its size is adequate. Consider trying a slightly larger pot to see if the issue persists. 2. If the pot material is suitable in size and the problem persists, it indicates a potential fault in the mainboard. Kindly reach out to us for further assistance and resolution.
	The display is indicating "LO," signaling that the child lock feature is activated.	Consult the manual for instructions on how to deactivate the child lock feature.
	The internal circuit has fused, leading to a lack of heating.	Kindly share your order number and provide a video illustrating the issue with the product. You can send the details to our email address. Thank you.
Ceramic cooktop burner flashes	Intermittent heating	It is a normal phenomenon designed to prevent the internal temperature from reaching excessively high levels.
The surface of the cooktop becomes dirty after being used for a long time	Drips and solidified oil and sugar stains from cooking can be challenging to clean.	Clean and wipe the surface with wax water.

Induction Cooktop Common Error Codes

Error code	Causes	Solutions
F3/F4	Temperature sensor of the induction coil failure	Please contact the supplier.
F9/FA	Temperature sensor of the IGBT failure.	Please contact the supplier.
E1/E2	Abnormal supply voltage	Please inspect whether the power supply is normal. Power on after the power supply is normal.
E3	The high temperature of the induction coil temperature sensor	Please contact the supplier.
E5	High temperature of the IGBT temperature sensor	Please restart after the cooktop cools down.

Ceramic Cootop Common Error Codes

Error code	Causes	Solutions
E1	Short circuit of heating element sensor.	Shut down and restart the cooktop or contact the seller.
E2	The heating element sensor was damaged.	Please contact the seller.
E3	The temperature of the cooktop surface is too high.	Turn off the cooktop to let it cool down. Then restart the cooktop.
E4	Open circuit of heating element sensor.	Shut down and restart the cook top, or contact the seller.

Gas Cooktop FAQ

	Possible Reason	Solutions
No ignition - After pressing the knob, the ignition needle electrode does not ignite and there is no sound of sparks.	The power cord plug may not be properly inserted, the outlet switch might be off, or the outlet itself may be without power.	Ensure proper insertion of the plug and verify the functionality of the power supply.
	The micro switch or ignition device may be damaged.	Please contact us.
	The knob assembly is misaligned with the slot and has not been properly pressed into place.	Ensure that the knob is correctly aligned with the groove of the valve stem so that it can be fully pressed into place.
No ignition - Pressing the knob lights the fire, but the flame goes out when you let go	After igniting, if the pressing time is too short, the electromagnetic valve may not have opened yet.	After igniting the flame, continue to hold for 5 seconds before releasing.
	The thermocouple (Flame failure safety device) is dirty.	Clean the head of the thermocouple.
	The thermocouple (flame failure safety device) or the electromagnetic valve may be damaged.	Please contact us.
No ignition - after pressing the knob, the ignition needle electrode ignites normally	The gas nozzle is clogged.	Clean the gas nozzle.
	The pressure regulating valve is incorrectly oriented, leading to a lack of gas output.	Install the pressure regulating valve by reversing its direction.
	The burner crown or burner cap is not installed properly.	Check if the burner cap is correctly installed on the corresponding burner and readjust it to the correct position if necessary.
	Check if the gas source being used is correct, if the valve on the gas tank is open, and whether the gas has been depleted.	Fully open the valve or replace the gas tank.
Difficulty in ignition - the ignition electrode ignites, but it is difficult to ignite and the success rate is not high	The ignition electrode (ignition needle) is damp or soiled due to food spillage.	Use a dry, soft cloth to wipe and clean the ignition electrode (ignition needle) thoroughly.
	The ignition needle is misaligned, and the sparks produced are not align with the gas nozzle, causing a delay in igniting the gas.	Adjust the position of the ignition needle to ensure that the sparks hit the black burner cap.