--- title: What areas are eligible for free delivery? description: It is not in our best interest to supply any customer with damaged or incorrect goods. All orders are carefully picked and checked to ensure that you receive the correct goods in perfect condition. Ho --- [Skip to content](https://help.tilemall.com.au/knowledge/which-locations-qualify-for-a-free-delivery#main-content) [Customer portal](https://help.tilemall.com.au/supportcenter) ![TMlogoNEW-R-Page-20240920.svg\]](https://help.tilemall.com.au/hubfs/TMlogoNEW-R-Page-20240920.svg) Open main navigation Close main navigation - [Customer portal](https://help.tilemall.com.au/supportcenter) - [Go to tilemall.com.au](https://tilemall.com.au/) [Go to tilemall.com.au](https://tilemall.com.au/) Hello. How can we help you? - There are no suggestions because the search field is empty. 1. [Help Center](https://help.tilemall.com.au/knowledge) 2. [Delivery and Shipping Services](https://help.tilemall.com.au/knowledge/delivery-and-shipping-services) 3. [Delivery & Shipping FAQ](https://help.tilemall.com.au/knowledge/delivery-and-shipping-services#delivery-shipping-faq) # What areas are eligible for free delivery? ### **Delivery Terms and Conditions** #### **Free Warehouse Pick-Up:** - Location: 4-10 Fisher St, Silverwater NSW 2128. - Hold Period: Warehouse collection is available after your order is confirmed ready and your pickup time is arranged. Free holding is available for 30 calendar days from your confirmed pickup time, or from your originally selected dispatch date if no pickup time has been confirmed. - Storage Fees: After the free period, storage charges of $25 per pallet per week or part thereof may apply; we will notify you before charging. Please see our [Shipping and Unclaimed Order terms](https://tilemall.com.au/pages/shipping) for the 60-day limit and full conditions. #### **Online Shipping Offers:** These offers apply to eligible website checkout orders, including retail and B2B orders. All amounts are in AUD and include GST. Eligibility is calculated at checkout from the merchandise subtotal, products, delivery postcode and available delivery method. - **Tapware & accessories — $200 or more:** Free parcel delivery Australia-wide when every item in the order is eligible tapware, showers or accessories and a qualifying parcel delivery method is available. - **Bathroomware — $500 or more:** Free parcel delivery to NSW, ACT, VIC, QLD and SA when every item is eligible bathroomware, such as basins, sinks, toilets, mirrors, tapware or accessories, and a qualifying parcel delivery method is available. This offer does not apply to WA, TAS or NT, or to items requiring pallet delivery. - **Sydney metro — $1,600 or more:** Free delivery on eligible orders of any product category to qualifying Sydney metro postcodes. Checkout confirms whether your postcode qualifies. - **Other Australian orders — $1,600 or more:** $150 off the delivery charge where the order does not qualify for a free-delivery offer, including pallet, bulky-item and mixed-product orders. The saving is capped at the delivery charge and cannot make shipping negative. The applicable shipping offer is applied automatically at checkout; no shipping-discount code is required. Shipping offers do not stack with one another or with another shipping discount. Product or order discounts may combine where their own conditions permit. Sample Shipping is excluded. Free parcel offers apply to the whole eligible order, not separately to selected items within a mixed order. Nero products follow the same eligibility rules; the brand alone does not qualify an order for free delivery. Cart delivery estimates may show the delivery charge before the checkout shipping discount. Check the final shipping charge and saving at checkout before placing your order. These website promotions do not automatically apply to staff-entered, offline or separately quoted orders. Delivery services, availability and any separately arranged services remain subject to the delivery terms below. #### **Delivery Options and Costs:** - Online orders have automatic shipping cost calculations based on pallet/parcel dimensions, weight, and postcode. - Dispatch Date and ETA: Customers can select the preferred dispatch date. The ETA is a guide and may not reflect final shipping times. - Tracking: Each order receives a tracking number upon dispatch. Tracking info is emailed and available in the customer's account. #### **ATL (Authority to Leave):** - Parcel deliveries are sent under Authority to Leave (ATL) by default and may be left without a signature where the carrier considers it safe. Pallet deliveries are not automatically ATL: ATL applies where the customer has authorised it, or where the carrier, at its discretion, considers it safe to leave without a signature. Please read our current Shipping terms for the full delivery conditions. #### **Pick-Up Options:** - Collection from a Melbourne or Brisbane logistics depot does not make transport from Sydney free. Freight to the depot still applies; depot collection avoids the final delivery leg to your address. Ask Sales to confirm the depot, freight charge and timing before making arrangements. #### **Dropship Options:** - The order for Nero products will be shipped directly from the Nero warehouse. #### **Large Orders and Delivery Preferences:** - Contact Tilemall for alternative options for large orders or specific logistic company preferences. - Inform if delivery is to an industrial company with a forklift onsite. #### **General Shipping Notes:** - Parcel or Pallet: Fragile items over 15kg on pallets, under 15kg items bubble-wrapped and sent via AU post. Non-fragile items over 25kg also sent on pallets. - Type of Truck: Tailgate truck used for pallet delivery. Contact if a forklift is available at the delivery address. - Your Responsibility: Safe and accessible location required for delivery. Additional fees for failed delivery attempts. - ATL conditions differ for parcels and pallets; see the ATL section above and our Shipping terms. #### **Damaged & incorrect goods** It is not in our best interest to supply any customer with damaged or incorrect goods. All orders are carefully picked and checked to ensure that you receive the correct goods in perfect condition. However, tiles are fragile by nature and occasionally some can be damaged during transportation. **PLEASE NOTE:** Any claims for damages or short deliveries must be lodged with the Seller within **2 business days** after the delivery date or date of collection. Please provide **original pallet and broken boxes photos** during the claim process, otherwise, seller has right to refuse the claim process. The original box and package must be retained for Seller’s inspection. The Seller reserves the right to either replace or issue a credit for the Goods after satisfaction of the claim raised by the Customer. No responsibility for damaged products can be accepted after two working days (Mon – Fri) from receipt of goods. If the seller sends the customer incorrect goods, the customer should contact the seller **ASAP** for goods replacement and arrangement of redelivery. Any claims made after the products have been installed cannot be accepted. - [Orders and Shipping](https://help.tilemall.com.au/knowledge/orders-and-shipping) - [Product Information](https://help.tilemall.com.au/knowledge/product-information#main-content) - [Showers](https://help.tilemall.com.au/knowledge/product-information#showers) - [Other Product FAQ](https://help.tilemall.com.au/knowledge/product-information#other-product-faq) - [Tapware](https://help.tilemall.com.au/knowledge/product-information#tapware) - [Tiles](https://help.tilemall.com.au/knowledge/product-information#tiles) - [Toilets](https://help.tilemall.com.au/knowledge/product-information#toilets) - [Vanity & Cabinetry](https://help.tilemall.com.au/knowledge/product-information#vanity-cabinetry) - [Baths](https://help.tilemall.com.au/knowledge/product-information#baths) - [Colour Matching](https://help.tilemall.com.au/knowledge/colour-matching) - [Trade Enquiries](https://help.tilemall.com.au/knowledge/trade-enquiries#main-content) - [Trade FAQ](https://help.tilemall.com.au/knowledge/trade-enquiries#trade-faq) - [General Enquiries](https://help.tilemall.com.au/knowledge/general-enquiries#main-content) - [General FAQ](https://help.tilemall.com.au/knowledge/general-enquiries#general-faq) - [Delivery and Shipping Services](https://help.tilemall.com.au/knowledge/delivery-and-shipping-services#main-content) - [Delivery & Shipping FAQ](https://help.tilemall.com.au/knowledge/delivery-and-shipping-services#delivery-shipping-faq) - [Warehouse Pickup](https://help.tilemall.com.au/knowledge/delivery-and-shipping-services#warehouse-pickup) - [Returns and Exchanges](https://help.tilemall.com.au/knowledge/returns-and-exchanges#main-content) - [Returns, Exchanges & Warranties FAQ](https://help.tilemall.com.au/knowledge/returns-and-exchanges#returns-exchanges-warranties-faq) - [Payment Options](https://help.tilemall.com.au/knowledge/payment-options#main-content) - [Payments FAQ](https://help.tilemall.com.au/knowledge/payment-options#payments-faq) - [Help with an order](https://help.tilemall.com.au/knowledge/help-with-an-order#main-content) - [Orders FAQ](https://help.tilemall.com.au/knowledge/help-with-an-order#orders-faq) - [Price Check Promise](https://help.tilemall.com.au/knowledge/price-check-promise#main-content) - [Best Price Guarantee](https://help.tilemall.com.au/knowledge/price-check-promise#best-price-guarantee) - [Product Warranties (industry leading)](https://help.tilemall.com.au/knowledge/product-warranties-industry-leading#main-content) - [Product Warranties (Industry leading)](https://help.tilemall.com.au/knowledge/product-warranties-industry-leading#product-warranties-industry-leading) - [Product Catalogue](https://help.tilemall.com.au/knowledge/product-catalogue) Tilemall Help Center Copyright © 2025, Tilemall Pty Ltd