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FAQs

Frequently asked Questions  

 
Q:  How Long will my item take to be delivered?

Generally items ordered before 10.30am will be dispatched on the same day.

Delivery Times:      

  • Sydney Metro, Melbourne Metro and Brisbane Metro- Next Day delivery
  • Other Areas- Allow 2-3 days.  Note: some regional areas may take up to 5 days
 
Q:  How much are delivery charges?
   Only $15.95* Delivery Australia wide on orders over $200.00 and
          $21.95* Delivery on orders under $200.00
 
* Items marked "BULK" or "Quote This Product" may attract a bulk item surcharge. Please contact us for details.
 
Q:  Tilers Online - New Payments Page
Tilers Express (Caringbah only ) customers can now pay monthly accounts and invoices 24 hours a day – 7 days a week.
 
This payment method is designed for paying for purchases outside of the automated web shopping system (eg Phone orders, Quote Payments). 
 
Please ensure the following:-
When making payments ensure that your details are correct and include reference numbers (eg invoice number, quote number, statement number).  Once payment has been made, you will receive a payment confirmation via your nominated email address.
 
For more details on using this payment system please contact us on 02 9525 3095 or email sales@tilingtools.com.au
 
 
Q:  How can I pay for my goods?
Tilers Online accepts:
  • Secure online credit card payments - pay with Visa or Mastercard

     Visa Mastercard Secure Online Shopping

  • For direct bank deposits, please include your name on the reference.
 
Q: What is your Privacy Policy?
 
Q:  If I am not happy with the item can I return it?
Yes, we do accept returns, please contact us or phone 02 9525 3095 to organise a return authority number.
  • We will only accept returned items that are in new condition with original packaging.
  • Freight is the responsibility of the person returning the item.
  • For Full Returns Conditions please click here.
 
Q:  My item needs to be repaired - is it under Warranty?
All the items that Tilers Online sell are backed by the Manufacturer’s Warranty, and each manufacturer has a different policy. For warranty policies please contact us or phone 02 9525 3095
 
Q:  My Item was broken during transit what should I do?
Tilers Online freight charges include damage insurance.
In the unfortunate situation of transit damage please contact us within 24 hours of the delivery to make a claim. Depending on the damaged item we will either repair or replace the item.
 
Q:  I am looking for a specific item but cannot find it on your site -  are you able to get it for me?
Tilers Online deals with most major manufacturers of Tiling Tools and Equipment. Please contact us and we will source the product at the best price for you.
 
 
Q:  I have found an item cheaper - will you match the price?
Yes, We endeavour to keep our prices low, we will do our best to match or even beat genuine prices of a competitor.
 
Please contact us here (preferred) or phone 02 9525 3095, or fax: 02 9531 0433 and please provide the following information:
  • Your name and contact phone number
  • The product name and model number
We will also require proof of competitors price as follows:-
  • A copy of a Sales Catalogue or Printed quote (with suppliers name address and phone number) scanned and emailed or faxed.
  • The URL (web address) of our competitor's web site.
  • The fully inclusive price on the competitor price including GST & Delivery Charges. Note we will only match the product price delivery charges will be added on.
Conditions
  • Tilers Online will confirm the price with the competitor. Tilers Online reserves the right not to proceed with the sale at any time.
  • Once a purchase has been made, Tilers Online will not refund any difference in price.  Please confirm your price match with us first
  • Tilers Online will only match the price of the exact product and model. We will not match items listed on Auction sites or outside the Australian mainland.
 
Q:  Can I purchase items from your website and pickup, or use my own Courier?
Yes pickup is available Monday to Friday only - please allow us 3 hours to have your items ready.  
 

Any other Questions?

Please contact us with your enquiry or phone us on: 02 9525 3095