FAQ

Most orders arrive within 5–14 business days, depending on your location and the origin of the product. Special Orders and Out of Stock / Low Stock items may take longer. Most orders are dispatched within 48 hours of payments clearing.

Need to adjust your delivery date? Just contact us and we’ll do our best to
help.

For full details, refer to our Returns Policy.

If your package is delayed or lost, don’t panic — contact us and we’ll work with our couriers and suppliers to track it down or offer the next best solution. Your happiness is our mission.

We recommend having someone onsite to coordinate delivery and assist with unloading, especially for large or heavy orders — but it’s not compulsory.

Drivers of some shipping companies may attempt to call approx. 1 hour before arrival, and if no one is home, deliveries will be made to a safe location with the Authority to Leave.

Read more at our Delivery & In-Store Pickup Policy

Please inspect your tiles immediately upon arrival, checking for:

• Correct product and quantity
• Any breakages or discrepancies
• Report any issues within 2 days so we can assist.

We recommend you read our Returns Policy.

For full details, refer to our Returns Policy.

Yes! If you need a formal tax invoice for your records or business accounting, we’re happy to provide one.

To request a tax invoice, simply email us at admin@tileaddic.com.au with the following details:

• Your business name
• Your ABN
• Your order number

Upon receiving your email, we’ll generate a compliant tax invoice and dispatch it to your inbox within 24 hours.

Note: All prices on our store include GST where applicable.

Yes — if an item is out of stock or a special order, email us at admin@tileaddic.com.au to arrange pre-ordering.

If something’s not quite right with your order, contact us immediately and we’ll sort it out by email at admin@tileaddic.com.au

Before your order arrives, please ensure there is sufficient space for delivery. Larger orders are generally palletised, while smaller orders will be on a pallet in transit and then hand unloaded and placed in a safe location at the delivery address.

• Each pallet needs a flat, solid area of at least 1.2m x 1.2m.
• Clear access of 2.5m wide by 2.5m deep is required from the roadside to the delivery spot to accommodate forklifts.
• Smaller, non-palletised orders will be unloaded by hand and left in a safe location at the delivery address.
• If your site includes steep gradients or freshly poured concrete, please notify us in advance so we can plan accordingly.

Please read the Site Access & Surface Responsibility section of our Delivery & In-Store Pickup Policy

Tile Addic shall be indemnified against any damage or liability arising from delivery access. Machinery and tile pallets are heavy, and it is the customer’s responsibility to ensure that all surfaces—from kerbside to the designated unloading area—are structurally suitable for the load.

This includes, but is not limited to:

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

Tile Addic will not be held responsible for surface damage, sinking, or cracking caused during delivery. If there are any concerns about access, gradient, turning space, or surface integrity, the customer must notify Tile Addic prior to dispatch so that alternative arrangements can be considered.

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.

Please read the Site Access & Surface Responsibility section of our Delivery & In-Store Pickup Policy