Shipping policy

🚚 Shipping & Handling – Quick FAQ

Note: All prices are for standard delivery. Any non-standard delivery or extra services, such as carrying items upstairs, hand unloading, Hiab lifting, or delivery to difficult-access locations, will incur additional charges. Customers will be informed of these costs before delivery.

1️⃣ How long does delivery take?

In-stock items typically ship in 2–3 business days. Delivery usually takes 3–5 business days. Delays may occur due to courier issues or stock shortages.

2️⃣ Can I track my order?

Yes! Tracking information is emailed the day after your order ships. For updates, call +64-272-508-877 or +64-9-835-2115.

3️⃣ What if I need a different address?

Contact Customer Service immediately. Changes after dispatch may incur extra freight fees.

4️⃣ Can all items arrive together?

Orders ship when all items are available. Backordered items will be communicated by our Customer Service team.

5️⃣ Delivery Method & Extra Services

  • Standard delivery = curbside at the edge of your property.
  • Driver will not move items indoors.
  • Someone must be present to sign for delivery.
  • Extra services include:
    • Carrying items upstairs or across difficult terrain
    • Hand unloading
    • Hiab lifting or crane delivery
    • Additional personnel for heavy items
  • Any extra service incurs additional charges. Customers will be informed of costs before delivery.

6️⃣ What if my items are damaged?

1. Inspect all goods before signing

Upon delivery, please ensure you carefully inspect all items before the delivery driver leaves. If you notice any damage, do not sign the Proof of Delivery (POD). 

2. Do not sign if goods are damaged

If you notice any damage, do not sign the Proof of Delivery (POD). Signing the POD while damage is present will invalidate your claim. Note damage on the delivery docket at the time of receipt. Failure to note damage on the delivery docket at the time of receipt may affect the outcome of any claim. Take clear photos of all damaged goods, the packaging, and the delivery label. These images are required to support your claim.

Report the damage to The Tile Collection at sales@thetilecollection.co.nz within 24 hours of receiving your delivery. Include your order number and all photos taken. Please do not dispose of the product until instructed. Our Customer Service team will respond within 24 hours. 

Important — Signing the POD waives your right to a replacement or refund. If the Proof of Delivery (POD) is signed and damage is reported afterwards, The Tile Collection will be unable to accept the claim. Goods will not be eligible for replacement once the POD has been signed, regardless of when the damage is reported. Please ensure all items are inspected thoroughly before signing.

7️⃣ Inspect Immediately

All goods