Delivery & In-Store Pickup Policy

DELIVERY & IN-STORE PICKUP POLICY

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SECTION 1 - GENERAL Delivery Confirmation & Conditions (Applies to All Products)

  • By placing an order, the customer agrees to accept delivery terms and must notify Tile Addic of any concerns before dispatch.
  • All deliveries are confirmed once processed by our sales team. Final delivery details are shaped by the capabilities of our selected carrier and aligned with industry standards for transport.
  • Shipping rates are calculated at checkout based on location, weight, size and/or product value.
  • If no shipping rate appears at checkout after entering your address, please contact Tile Addic. In some cases, your suburb may not display a rate because freight companies calculate pricing by postcode rather than by suburbs. To avoid overcharging our customers, we’ve removed certain postcodes from our system so we can provide a personalised quote based on your exact address. This ensures a more accurate—and in most cases, a much cheaper rate than the general postcode would show. We’ll promptly arrange this quote via one of our trusted freight partners. Use the contact form and request a quote.
  • Should your chosen drop-off spot be unavailable or unsuitable, you’re welcome to nominate another address.
  • Orders are typically processed within 2–3 business days. Because some products may ship directly from our suppliers or warehouses, processing times can occasionally vary. We’ll keep you updated every step of the way.
  • Once dispatched, deliveries usually arrive within 5–21 business days, depending on your location within Australia.
  • Delivery is available within Australia only. No international shipping at this time. We focus on servicing Australian customers to ensure safe and reliable handling of our products.
  • Customers generally receive a confirmation email and tracking details once dispatched.
  • While we aim to deliver on schedule, external factors such as courier availability, regional access, inclement weather or site restrictions can sometimes cause delays. If your order is taking longer than expected, don’t hesitate to contact us — we're here to help.
  • Product availability is subject to change. While we aim to maintain accurate inventory and pricing, updates may occur if discrepancies arise. Should an item be unavailable after purchase, we’ll promptly reach out to discuss alternative solutions.
  • While not compulsory, having someone onsite to coordinate delivery and assist with unloading is recommended—especially for large or heavy orders.
  • As a courtesy, some freight providers may attempt to call prior to arrival.
  • If no one is home, delivery will be made to a safe location under Authority to Leave.
  • Any fees incurred due to failed delivery attempts will be passed on to the customer.
  • Deliveries may be postponed or redirected if the site is deemed unsafe or unsuitable upon arrival. Additional fees may apply for re-delivery or manual handling.
  • If you suspect your site may pose delivery challenges, please contact us before or immediately after placing your order.
  • Additional fees or conditions may apply based on terrain, unloading requirements, or regional constraints.
  • If your site has unique access needs, we strongly recommend discussing these with our team prior to dispatch.
  • Site access, remote locations, and carrier terms may affect delivery eligibility and timing.
  • Tile Addic reserves the right to cancel orders if delivery proves impractical. 

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SECTION 2 - PO BOX Policy

Due to the size, weight, and fragility of some products, we cannot deliver to PO Boxes. Please ensure your address is valid.

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SECTION 3 - APARTMENT Delivery Considerations

We’re committed to making your delivery as smooth as possible. Because bulky items such as tile pallets, baths, vanity units, kitchen appliances etc. require special handling in apartment settings, please note the following conditions:

Access Restrictions

  • Deliveries may be limited where access is constrained (e.g., narrow driveways, low-clearance carparks, stair-only access, uneven terrain, or steps).
  • In such cases, delivery may be restricted to kerbside only.
  • Many apartment complexes do not provide loading docks or designated delivery zones, which may affect delivery options.

Building Rules

  • Strata or building management policies may restrict delivery times or prohibit pallet deliveries.
  • Lift bookings or prior approval from the building manager may be required before delivery can proceed.

Customer Presence

  • For bulky or high-value items, carriers generally require a customer or representative to be onsite to receive and sign for the goods.
  • With prior arrangement, deliveries may be made to a ground-level holding area such as a concierge, mailroom, or designated bay.

Important Notice:

By placing an order for delivery to an apartment, you acknowledge that:

  • Delivery is subject to access and building restrictions beyond our control.
  • Our responsibility ends once goods are delivered to the agreed drop-off point.
  • Any additional handling, movement, or storage beyond this point is the customer’s responsibility. 
  • Any fees incurred due to failed delivery attempts will be passed on to the customer.

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SECTION 4 – TILES – Additional Delivery Notes & Responsibilities

Site Access & Surface Policy & Responsibility

  • We want your delivery experience to be safe and straightforward. Because tile pallets and machinery are heavy, please review the following requirements before you order and before your order arrives. Each pallet is capable of carrying up to 900 kg.

Delivery Attempt

  • Deliveries are made at the first attempt within the property boundary of the specified address.
  • If access is deemed unsafe or impractical, delivery will default to kerbside.
  • Customers must ensure that the kerbside location is suitable and safe for drop‑off.

Delivery Method

  • Deliveries are carried out using tail‑lift trucks or forklifts, depending on the carrier.
  • Goods are securely packed on pallets, unloaded by motorized or manual pallet jacks—or each box of tiles by hand if required.

Space & Access Requirements

  • Each pallet requires a flat, solid area of at least 1.2m x 1.2m.
  • Clear access of 2.5m wide x 2.5m deep is required from roadside to delivery spot to accommodate forklifts or pallet jacks.
  • If your site includes steep gradients or freshly poured concrete, please notify us in advance so we can plan accordingly.

Liability & Indemnity

By placing an order, you acknowledge that

  • Tile Addic shall be indemnified against any damage or liability arising from delivery access.
  • It is the customer’s responsibility to ensure all surfaces—from kerbside to the unloading area—are structurally suitable for heavy loads.

Surfaces at risk include (but are not limited to):

  • Freshly poured concrete
  • Paving, gravel, or crushed rock
  • Lawn, soil, or any surface areas affected by rain or poor drainage

Tile Addic will not be held responsible for surface damage, sinking, or cracking caused during delivery.

Customer Responsibility

If there are any concerns about access, gradient, turning space, or surface integrity, customers must notify Tile Addic prior to dispatch so that alternative arrangements can be considered.

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SECTION 5 – TILES & SLABS In-Store Pickup Policy

  • Customers are welcome to collect their tiles, slabs and/or related accessories from our partnered warehouses in Thomastown, VIC during the hours listed at the end of this section.
  • Slab orders are available for in-store pick up only from the warehouse.
  • Tile orders may be collected or delivered—simply choose your preferred option at checkout.
  • Once payment is received and your order is confirmed, we’ll notify you of the pickup location and when it’s ready for collection.
  • Please bring your order confirmation and valid photo ID upon arrival.
  • Processing Time: Most orders are ready within 1–2 business days; express may be available for in-stock items—feel free to ask.
  • Storage: Orders must be collected within 7 days of notification unless prior arrangements are made.
  • Third-Party Collection: If someone else is collecting on your behalf (Stone Mason, Contractor, Freight Company), please notify us in advance and ensure they bring ID
  • Heavy or Fragile Items: For safety, we recommend suitable commercial-grade transport for heavy or delicate slabs and tiles.
  • A tail lift is strongly recommended at point of drop-off.
  • For safety and efficiency, our partnered warehouse operators may assist with loading at their discretion, but customers are responsible for securing goods for transport.
  • Tiles (Not slabs) are packed on pallets. Each pallet is capable of carrying up to 900 kg.

Pickup Availability:

  • Porcelain & Terrazzo Slabs are
    • Tuesday to Thursday, 8:30 AM – 3:00 PM (excluding public holidays)
  • Tiles & Accessories are
    • Monday to Friday, 8:00 AM – 4:00 PM (excluding public holidays).

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SECTION 6 – POST-DELIVERY Responsibility:

  • Once delivered, the customer assumes full responsibility for the delivered products.
  • Courier/Freight driver may determine whether delivery can be made to site, doorstep or kerbside. If delivered kerbside, the customer acknowledges responsibility for the goods and also assumes public liability for any damage or injury caused by the goods.
  • Kerbside Delivery: Driver unloads at the nearest safe point; customer moves goods inside.

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SECTION 7 - INDICATIVE Shipping Rates - TILES

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SECTION 8 - CONTACT US

If you have any questions about our delivery policy, please contact us at:

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TILE ADDIC

www.tileaddic.com.au

admin@tileaddic.com.au