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 items may take longer. Most orders are dispatched within 48 hours of confirmation. You'll receive a tracking link once your tiles are on the move.

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

If your order arrives damaged or defective, get in touch within 2 days of delivery and we’ll make it right.

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.

If you've paid via PayPal using a bank-linked account, payments may take up to 5 business days to clear. During this period, we’re unable to process your order until PayPal confirms receipt.

You can find out more by visiting paypal.com.

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.

You’ll receive a tracking number in your dispatch confirmation email.

Click the link, follow the prompts, and monitor your delivery in real time.

• Returns must be requested within 7 days of receiving your order
• You must quote the original invoice number
• Applies only to items from a current batch or shade in stock
• Tiles must be returned in full, unopened boxes
• A 30% restocking fee applies to all returns
• Returns must be delivered to the supplier warehouse
• Special orders and sale items are non-returnable
• Return shipping is at the customer’s expense unless the fault is ours
• Partial returns, leftovers, or spare tiles are not eligible — we suggest listing those on Gumtree or Facebook Marketplace
• Change of mind? Unfortunately, refunds aren’t available once an order is placed. That’s why we offer 5 free samples to help you decide with confidence.

If you’ve received a damaged or incorrect item, send us a message within 2 days including:

• Your order number
• A photo or video of the issue. We’ll work with you to resolve it promptly.

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

Tile Addic will have your goods safely packed and wrapped on pallets and then deliver them with an all-terrain forklift.

Read more at our Delivery & In-Store Pickup Policy

Before your order arrives, please ensure there’s enough space available for safe and smooth delivery.

• 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 our forklifts.
• 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