Shipping policy

Australia-Wide Delivery

TileZu proudly delivers premium tiles and accessories Australia-wide. Whether you're located in a metropolitan area or a regional location, we'll work with our trusted freight partners to ensure your order arrives safely and efficiently.

Please note that delivery availability and transit times may vary depending on your location.

Shipping Costs

Shipping costs are calculated automatically at checkout based on your delivery postcode, the size and weight of your order, and the most suitable freight service available.

This allows us to provide the most accurate shipping rate for every order.

Order Processing

We aim to process and dispatch orders as quickly as possible.

Dispatch times may vary depending on:

  • Product availability.
  • Supplier lead times.
  • Whether your order contains special-order items.
  • Public holidays or peak trading periods.

If there are any unexpected delays, our team will contact you as soon as possible.

Delivery Timeframes

Delivery timeframes vary depending on your location and the products ordered.

While we work closely with our freight partners to ensure prompt delivery, all delivery timeframes provided are estimates only and cannot be guaranteed.

If your project has a strict deadline, we recommend contacting our team before placing your order so we can confirm product availability and discuss the best delivery option.

Kerbside Delivery

Unless otherwise arranged, deliveries are made to the nearest safe and accessible point at the delivery address (kerbside delivery).

Our freight partners are unable to carry tiles into homes, garages, upstairs areas or other locations within the property.

Customers are responsible for moving products from the delivery point into the property and should ensure suitable assistance and equipment is available if required.

Delivery Information

To help ensure a smooth delivery, customers are responsible for:

  • Providing an accurate delivery address and contact details.
  • Ensuring there is safe and suitable access for the delivery vehicle.
  • Being available to receive the delivery where required.

Additional freight charges may apply if:

  • A delivery address is incorrect.
  • A delivery needs to be redirected or re-delivered.
  • Delivery cannot be completed due to restricted site access or no one being available to receive the order where required.

Storage & Redelivery

If a delivery cannot be completed due to customer unavailability, inaccessible premises, incorrect delivery information or any other circumstance outside TileZu's control, any additional storage, handling or redelivery charges imposed by the freight carrier may be passed on to the customer.

Risk & Ownership

Risk in the goods passes to the customer upon delivery or collection.

Customers are responsible for ensuring products are stored in a clean, dry and secure location after delivery. TileZu cannot accept responsibility for damage resulting from improper handling, storage or installation after the goods have been delivered or collected.

Inspecting Your Delivery

Please inspect your order as soon as it is delivered.

If your order has arrived damaged, is incomplete or you believe you have received the wrong products, please notify TileZu within 48 hours of delivery.

To assist with your claim, please provide clear photographs of:

  • The affected products.
  • The packaging.
  • The pallet (where applicable).
  • The delivery label.

Please do not install any products you believe may be damaged or incorrect, as installation is considered acceptance of the product.

Delivery Dates

Customers may request a preferred delivery date when placing an order. While we will do our best to accommodate these requests, delivery dates cannot be guaranteed and remain subject to product availability, supplier lead times and freight scheduling.

Local Collection

Free local collection is available from our Wollongong warehouse.

Once your order is ready for collection, we'll contact you with the pickup address, collection hours and any instructions required before arrival.

Please do not attend for collection until you have received confirmation that your order is ready.

Questions?

If you have any questions about shipping, delivery or collection, our team is always happy to help before you place your order.

Email: sales@tilezu.com.au