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 30 calendar days from the selected dispatch date (Free Storage Period).
• Storage Fees: After the Free Storage Period, a storage fee of AUD 25 per pallet per week (or part thereof) may apply. 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.
• Special Order Policy: Special orders (made-to-order or specially procured items) are non-refundable and non-exchangeable once the order has been processed, as these items are produced or procured specifically for the customer.

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. These excluded items always incur shipping charges outside Sydney Metro, regardless of order value. On mixed orders, eligible free-shipping items will not incur shipping charges; excluded items are charged separately.

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 only 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.

Delivery Time Windows:

• Any delivery day or time window provided by Tilemall or the carrier is an estimate only and is not guaranteed.
• The carrier may arrive earlier or later than any advised window. Arrival outside an estimated window does not constitute a failed delivery or breach, and no fee or partial refund is payable on that basis.
• Customers are encouraged to allow flexibility on the delivery day rather than rely on a specific time.

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.
• Pallet deliveries are not automatically ATL. ATL applies to a pallet only where the customer has authorised it, or where the carrier, at its discretion, deems it safe to leave without a signature.
• Where ATL applies, responsibility for the goods transfers to the customer once the goods are left at the delivery location. Tilemall is not responsible for loss, theft, or damage once goods are delivered and left unattended.
• Where practical, the carrier may photograph the goods at the delivery location as proof of delivery and placement.

Pick-Up Options:

• Available from our Melbourne or Brisbane logistic depots.
• Please note: depot pick-up is not free of freight. As stock is held in Sydney, a standard shipping cost applies to transfer the goods from Sydney to the Melbourne or Brisbane depot, even where the order is collected in person. Pick-up only saves the final delivery leg from the depot to your address.

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.
• Kerbside / Ground-Level Delivery (IMPORTANT):

Standard delivery is kerbside, ground-level delivery only. Goods are delivered to a safe, accessible point at ground level (e.g. the kerb, driveway entrance, or front of the property) suitable for unloading by a standard tailgate truck.

Delivery does NOT include:

1. 1. Access to loading docks
   2. Indoor delivery or placement inside a building, garage, or room
   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.

Indoor delivery, two-person handling, or placement at a specific location may be available as a paid additional service and must be arranged in writing before dispatch.

• Placement & Unloading Location:

Goods are unloaded at the nearest safe, accessible ground-level point, as determined by the driver based on site and safety conditions on the day.

Specific placement instructions (for example, "leave in driveway", "place in garage", or "leave inside") are requests only and cannot be guaranteed. The driver may place goods at an alternative safe location where the requested position is not safe, accessible, or compliant.

• 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. Customers must inform Tilemall before dispatch of any access constraints, including narrow roads, height or weight limits, unsealed or steep driveways, no safe unloading area, or whether a forklift is available onsite.

If delivery cannot be completed due to site conditions or inaccurate or undisclosed access information, delivery may be made to the nearest safe and accessible location. Re-delivery or failed-delivery fees may apply and are payable by the customer at the carrier's applicable rate.

• Delivery Inspection, Damage & Shortages (IMPORTANT):

Customers (or their representative) should inspect all goods on delivery. Any visible damage, shortage, or incorrect item should be noted on the carrier's proof of delivery or consignment note where possible.

Any transit damage, visible damage, shortage, or incorrect item must be reported to sales@tilemall.com.au within 48 hours of delivery, together with clear photographs of the goods and packaging. Claims for transit or visible damage made outside this window may not be accepted, as we are unable to verify the condition of goods after they have been signed for, left under ATL, or handled on site.

This 48-hour time limit applies to transit and visible damage only. It does not apply to manufacturing defects or to your rights under the Australian Consumer Law, which are handled under the applicable product warranty.

Please do not install or lay tiles that appear damaged, incorrect, or of concern. Claims relating to goods that have already been installed cannot be accepted.

• Risk & Responsibility:

Risk in the goods passes to the customer on delivery — that is, when the goods are signed for, or (where ATL applies) when the goods are left at the delivery location.

• Your Rights under the Australian Consumer Law:

Nothing in these terms excludes, restricts, or modifies any consumer guarantee, right, or remedy under the Australian Consumer Law (ACL) that cannot be lawfully excluded. Where our liability cannot be excluded, it is limited — to the extent permitted by law — to the resupply of the goods or the cost of resupply, at our option.

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