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 work with trusted freight partners to arrange safe and efficient delivery.

Delivery availability, freight services and transit times may vary depending on your location and the products ordered.

Nothing in this policy excludes, restricts or modifies your rights under the Australian Consumer Law.

Shipping Costs

Shipping costs are calculated at checkout based on your delivery postcode and the size and weight of your order.

If your order or location requires a tailored freight arrangement, please contact us for a quotation before purchasing.

Any additional delivery services or charges requiring your agreement will be explained before you commit to them. We will not increase an agreed delivery charge without your consent.

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 imported or special-order items

  • Public holidays or peak trading periods

Some products are held by suppliers or ordered specifically for customers. A product being listed on our website does not necessarily mean it is available for immediate dispatch.

If we become aware of an unexpected delay, we will contact you as soon as reasonably practicable.

If we cannot supply your order, we will discuss available options with you. We will not substitute products without your agreement. If no alternative arrangement is agreed, we will refund the amounts paid for the goods and delivery we cannot provide, without limiting your other rights under Australian Consumer Law.

Delivery Timeframes

Delivery timeframes vary depending on your location, product availability and freight arrangements.

Unless we expressly agree otherwise, dispatch and delivery dates are estimates. Freight schedules and circumstances beyond our reasonable control may affect these estimates.

If timing is essential to your purchase, please contact us before ordering so we can check availability and discuss whether your requirements can be met.

We will notify you of significant delays as soon as reasonably practicable and provide any remedy required under Australian Consumer Law.

Kerbside Delivery

Unless otherwise agreed, deliveries are made to the nearest safe and accessible point at the delivery address, known as kerbside delivery.

Standard delivery does not include carrying tiles into homes, garages, upstairs areas or other locations within the property.

Please arrange suitable assistance and equipment to move the goods safely from the delivery point into your property. Tiles and pallets can be heavy and should be handled appropriately.

If your property has restricted access or requires a particular unloading arrangement, please contact us before placing your order.

Delivery Information

To help ensure a smooth delivery, please:

  • Provide an accurate delivery address and contact details

  • Tell us about access restrictions or special delivery requirements before dispatch

  • Ensure safe and suitable access for the delivery vehicle

  • Arrange for someone to receive the delivery where required

If you need to change your delivery details, contact us as soon as possible. Changes may not be possible once your order has been dispatched.

Storage, Redirection & Redelivery

Reasonable additional carrier charges may apply where:

  • You provide an incorrect delivery address

  • You request redirection after dispatch

  • Delivery cannot be completed because access is unsuitable

  • No one is available to receive the order when attendance is required

These charges may include storage, handling, redirection or redelivery costs. We will explain the reason for any additional charge and its basis before requesting payment.

You will not be charged for an unsuccessful delivery caused by our error. Nothing in this section limits your rights under Australian Consumer Law.

Risk & Storage

Risk of accidental loss or damage passes to you when goods are delivered to you or your authorised recipient, or collected by you or your authorised representative.

This does not affect responsibility for damage occurring before delivery, pre-existing defects or any other obligations under Australian Consumer Law.

After delivery or collection, please store products in a clean, dry and secure location appropriate to the product.

TileZu is not responsible for damage to the extent it is caused by improper handling, storage or installation after delivery or collection, except where we remain responsible under applicable law.

Inspecting Your Delivery

Please inspect your order as soon as reasonably practicable after delivery and before installation.

If your order arrives damaged, is incomplete or contains incorrect products, please contact TileZu preferably within 48 hours of delivery so we can investigate promptly.

Where possible, provide your order number and clear photographs of:

  • The affected products

  • The packaging

  • The pallet, where applicable

  • The delivery label

Please do not install products you believe are damaged, incorrect or faulty until you have contacted us. This helps us assess the issue and may prevent further loss.

The 48-hour request is not a deadline for exercising your rights under Australian Consumer Law. Installation, use, opening packaging or not retaining original packaging does not automatically remove those rights.

For further information, please refer to our Refund Policy.

Missing or Undelivered Orders

If your order has not arrived within the estimated timeframe, or tracking shows delivery but you have not received it, please contact TileZu with your order details.

We will investigate with the freight provider and work with you to resolve the issue. You do not need to pursue our freight provider instead of TileZu to exercise your rights against us.

Preferred Delivery Dates

You may request a preferred delivery date when placing your order.

We will do our best to accommodate your request, subject to product availability, supplier lead times and freight scheduling. A requested date is not a confirmed delivery commitment unless we expressly agree to it.

Where possible, allow time to receive and inspect your goods before scheduling installation.

Local Collection

Free local collection is available from our Wollongong warehouse.

Once your order is ready, we will 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.

Please ensure your vehicle is suitable for the size and weight of your order and that the goods can be safely loaded and secured. Contact us beforehand if you need information about your order’s weight or dimensions.

Contact Us

If you have any questions about shipping, delivery or collection, our team is happy to help.

Email: sales@tilezu.com.au
Phone: (02) 4268 4843