Delivery Terms and Conditions
Free Warehouse Pick-Up:
- Location: 4-10 Fisher St, Silverwater NSW 2128.
- Hold Period: Orders can be held for up to two weeks.
- Stocking Fees: This may apply if the order is not picked up on time; customers will be notified before any charge is added.
Online Standard Shipping:
- Sydney Metro: Free shipping on orders over $660 (GST included) on all products.
- Australia-wide: Free shipping on orders over $660 (GST included) for products excluding tiles, vanities, and shaving cabinets. Mixed orders with tiles and free shipping items will not incur shipping charges on eligible items.
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):
- Default option unless otherwise notified. Tilemall is not responsible for lost or damaged items left without a signature.
Pick-Up Options:
- Available from Melbourne or Brisbane logistic depots.
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: Common practice to leave parcel/pallet at the address without signature if safe.
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.