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: May apply if the order is not picked up on time; customers will be notified before any charge is added.
• Unclaimed Order Policy: Any order not picked up within 60 days after the selected dispatch date will be automatically cancelled. Please note that no refund will be issued for cancelled or unclaimed special orders after 30 days.

Online Standard Shipping:

• Sydney Metro: Free shipping on orders over $1,600 (GST included) on all products.
• Australia-wide: Free shipping on orders over $1,600 (GST included) for products excluding tiles, timber flooring, 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):

• All parcel deliveries are sent under Authority to Leave (ATL) by default.
• Parcels may be left at the delivery address without a signature where deemed safe by the carrier.
• Tilemall is not responsible for loss, theft, or damage once parcels are delivered and left unattended.
• Pallet deliveries are not automatically ATL and are subject to site safety and carrier discretion.
  Where ATL is applied to pallet deliveries, responsibility transfers once goods are left at the delivery location.

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.
• Delivery Access Limitation (IMPORTANT):

Delivery is limited to ground-level access only and requires a location suitable for pallet unloading by a standard tailgate truck.

Delivery does NOT include:

1. 1. Access to loading docks
   2. Indoor delivery
   3. Carrying goods up or down stairs
   4. Delivery across uneven surfaces or height differences
   5. Manual handling beyond tailgate unloading

Even if a loading dock is available, delivery may not be possible if site access is unsuitable due to vehicle size, height, weight limits, turning radius, access restrictions, or safety concerns.

• Safety and Compliance:

Delivery will only be completed where the carrier determines access is safe and compliant.
Drivers reserve the right to refuse delivery where site conditions present safety or compliance risks.

• Customer Responsibility:
  

It is the customer’s responsibility to ensure the delivery address is safe, accessible, and suitable for pallet delivery.
If delivery cannot be completed due to site conditions, delivery may be made to the nearest safe and accessible location.
Additional fees may apply for re-delivery or failed delivery attempts.

• ATL: Where safe, it is common practice for carriers to leave parcels or pallets at the delivery address without a signature.

 

For more detailed information, visit Tilemall's Terms and Conditions.