Delivery FAQs

When will my order be delivered?

The timeframe at checkout is the carrier’s estimate. Once the carrier books your delivery we email you the date, the address and who the driver will call. If anything changes, we’ll contact you. Please don’t book your tiler until your tiles have arrived and you’ve checked them.

What time will my delivery arrive?

Deliveries run on business days. Carriers don’t give set time slots: traffic, weather and other drops all move the time. The driver usually calls ahead, so keep your phone nearby on the day.

Do I need to be home?

For a pallet, have someone over 18 there to receive it. If you authorise the carrier to leave it unattended, it’s left at your risk. Smaller courier deliveries can be left in a safe place. Gate codes, keys or access instructions must reach us before delivery day.

Where will my tiles be left?

Kerbside at your address, usually on a pallet, on a flat sealed spot such as your driveway, garage or carport. Drivers can’t hand unload a pallet, carry boxes inside or take them upstairs. Deliveries can’t be left on nature strips, council land or soft ground.

What do I need to have ready?

Pallets come off a tailgate truck and are moved on a pallet jack. Before delivery, make sure you have:

A flat, sealed surface
Concrete, bitumen or pavers. The pallet jack can't cross grass, gravel, dirt, steps or a steep driveway.
Truck access to your kerb
Narrow street, low branches, a locked gate or roadworks? Tell us before it's booked.
A clear drop area
Driveway and drop spot free of cars, bins and building materials.
Gates open, codes sent
Any codes, keys or security instructions, before delivery day.

No sealed surface, or not sure? Email us before your delivery is booked and we’ll work it out with you.

What if my delivery can't be completed?

If the truck can’t deliver safely (no sealed surface, no access, nobody to receive it, the address is wrong or the driver can’t reach you) the delivery is rescheduled and the carrier’s redelivery or return fee is passed on at cost. Telling us before the booking is always cheaper than the truck finding out on the day.

Are there delivery fees?

Yes, and you see yours before you pay. Freight is priced on how much you order, how many pallets or boxes it fills, and where it’s going. Extra charges only apply for things like redelivery, waiting time on site or a regional address, and we tell you first if any apply.

What should I do when my order arrives?

Count your boxes and check for damage straight away. Note any damage on the driver’s paperwork before you sign. Report any shortage or damage within 48 hours, with photos. Once it’s dropped it’s yours, so get it inside or under cover promptly.

Damaged, missing or the wrong product?

1. Don’t install it.
2. Keep all products and packaging.
3. Email us within 48 hours with photos and your order number.

Tiles that have been installed can’t be claimed. Because our stock is clearance stock, a replacement may not exist, so verified damage or shortfalls may be resolved by refunding the affected amount.

Can I reschedule my delivery?

Yes. To avoid extra fees, let us know before 1pm on the business day before delivery. Later changes can attract the carrier’s redelivery or handling fee, especially once the delivery is in transit. Once it has been dispatched, changes may not be possible.