Shipping
Turnaround
Sample orders are dispatched the next business day, expect the delivery within 5 working days. Full orders are dispatched within two business days with delivery time depending on your location.
Carriers
Our national network of warehouse and logistic service means we can get your order to you quicker, making sure your project stays on track.
Order Tracking
If a tracking # is provided by the shipping carrier, we will update your order with the tracking information.
Shipping Rates
The rate charged for the shipping of your order is based on the weight of your products, and your location. Before the final checkout page you will be shown what the cost of shipping will be, and you will have a chance to not place your order if you decide not to.
Pick Up
Pick up is available from our warehouses (Mon-Fri 9am-4pm):
Girraween, NSW - allow 2 days picking and packing
Loganholme, QLD - allow up to 14 days for transfer
Lara, Victoria - allow up to 14 days for transfer
Back Orders
If an item goes on back order we may ship you the part of your order that is in stock. When the item becomes available we will ship the rest of your order. You will not be charged any additional shipping and handling for the second shipment.
Payment
Accepted Methods of Payment
Credit Card (Visa, Master Card, American Express)
Credit Card Charges
Your credit card will be charged when you place your order. If we are not able to fulfill your order for any reason your credit card will be refunded.
Returns, Refunds and Exchanges Policy
The Customer may return goods provided that:
- Return and exchanges must be initiated within 7 days of delivery;
- Goods must be of current stock & shade, in good condition and have not been fixed/laid to a surface.
- Variation in batch and sizes is natural characteristics of kiln fire tile. We do not accept returns for these reasons. We recommend to open a few boxes and mix the tiles before laying.
- The responsibility & costs of returning goods for credit to our warehouse in Girraween NSW is solely that of the customer
- By fixing the tiles to a surface in any manner, the customer is considered to have accepted the tiles as is. Tile Lane shall not be liable for the expense of removing tiles once they are installed.
- Goods must be accompanied by relevant Delivery Docket & Invoice
- Goods must be returned unmarked or damaged & must be in full unopened boxes.
- Customers must obtain authorization from Tile Lane prior to return.
- Refunds may be issued on the basis of full purchase price less 25% handling charge and restocking fee.
No returns will be allowed on goods that have been sold at a special discounted price, goods that have been purchased from another merchant or wholesaler at the request of the customer or that do not meet the return requirements set out above.
Other than as provided in our Terms and Conditions of Sales or as otherwise required by law, we do not accept the return of any goods.