Policies
Shipping & Pickup
How materials are delivered, collected, and inspected on arrival.
Last reviewed
Draft for review
This page is prepared draft text and has not yet been reviewed by an attorney. It describes how we intend to operate, but it should not be relied on as a final statement of terms until this notice is removed.
Tile, stone, and setting materials are heavy and fragile. How they arrive matters, and so does what you do in the first hour after they get there.
Delivery methods
- Palletised freight for tile, stone, and quantity orders of setting materials. Kerbside delivery unless otherwise arranged.
- Standard courier for small items: sealers, trims, niches, membranes, and single bags.
- Collection by arrangement for orders held for pickup.
Inspect on arrival
Check pallets and boxes before the driver leaves and note any visible damage on the delivery paperwork. Breakage claims are considerably harder to resolve once a delivery has been signed for as received in good condition.
Storage before installation
Store material flat, indoors, and out of direct sun. Do not stand boxes of large-format tile on their edge — the format is more fragile before it is bonded than after.
Areas and costs
Delivery areas, charges, and lead times are to be confirmed and stated here specifically before the store accepts live orders.
To be confirmed before launch
Delivery zones and charges, freight carrier terms, pickup location and hours, and the claims window for transit damage.