Frequently Asked Questions


1: How long will my item take to be delivered?

Generally items ordered before 11.00am will be dispatched on the same day.
Most parcels are delivered by Fastway Couriers. Note the times stated below are only an indication.
Delivery Times:
Sydney Metro - 1-2 Days delivery
Melbourne Metro and Brisbane Metro / Gold Coast- 2-3 Day Delivery
Other Areas- Allow 3-4 days. Note: some regional areas NT and Western Australia may take up to 10 days

2: How much are delivery charges?

Tilers Online classes our products in the following package types
Small Packages = Parcels that are able to be transported via Fastway Couriers (No PO Boxes)
Orders under - $120.00 will incur a $15.95 freight charge Australia wide
over - $120.00 will be calculated in your shopping cart (the maximum you will pay is $39.95 for your delivery Australia Wide)
Next day delivery - To Sydney metropolitan area for all deliveries received before 11am.
Large Items = Items that are too large for the postal service and require a courier to deliver, these items when purchased will go to the Quotes cart and we will contact your with a price to deliver your items.
Store Pickup = Items that are fragile or flammable cannot be transported easily. These items may be required to pick up from our store locations.
We offer contact-us international shipping on items please contact us for the cost to your location sales@tilersonline.com.au

3: Info about Tilers Online - Payments Page

Tilers Online customers can now pay monthly accounts and invoices 24 hours a day – 7 days a week by click on the Pay Accounts Tab

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 1300 400 888 or +61+2 9525 3095 or contact us

4: How can I pay for my goods?

Tilers Online accepts:

  • Secure online credit card payments either by - PayPal, Visa or Mastercard

  • For direct bank deposits, please include your name on the reference.

5: If I am not happy with the item can I return it?

Yes, we do accept returns, please contact us or phone 1300 400 888 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.

  • Note: Claims for Damaged items (transit), Missing items or Wrongly supplied items will only be accepted within 2 days of receiving your parcel any claims after this period will not be accepted. 

  • Please notify our office either by phone 1300 400 888 (international: +61 2 9525 3095) or contact us within this time period.

6: 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 1300 400 888 or +61 2 9525 3095

7: My Item was damaged 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 at the discretion of Tilers Online.

8: 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 Tiling Equipment.

Please contact us and we will source the product at the best price for you.

9: 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 or phone 1300 400 888 or +61 2 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.

10: Can I purchase items from your website and pickup, or use my own Courier?

Yes pickup is available during normal operating hours only - please allow us 5 hours notice to have your items packed and ready for pickup.

11: What do our customers have to say about shopping online with us?
Great Service: I ordered a Sigma tile cutter on Monday night and to my shock when I returned home from work on Wednesday it was at my front door! Thanks guys for the quick service and great price. [ Andrew, Orange NSW ]
Spare Parts: I shopped around for some spare parts for my 8 year old Rubi tile cutter and was told you could not buy parts for it. After a quick search on the internet I found your company, thanks for the great service the cutter works like new. [ Aaron, Brookvale NSW ]
Saved By Quick Delivery: I had an urgent job to finish in far north QLD and broke the handle on my tile cutter, after calling your office I bought a new cutter delivered in 3 days. You saved me from having to delay the job. Thanks heaps. [ Tim, Townsville QLD ]
Another Happy Customer: Its been a pleasure doing business with your company. I have recommended you to many of my tiler friends and will continue to purchase products in the future. [ Joshua, Perth WA ]
12: What browser do I need to use your site?

Our site has been tested with all the following browsers, you should use the latest version of your browser of choice to use our website sucessfully.

Internet Explorer. Chrome. Safari. Firefox. Opera.