How does delivery work?

To provide you with the best service NZ-wide, and to keep freight costs as low as possible, we have partnered with several third-party freight suppliers.

All deliveries of TileHaus orders are to the curb side of the provided residential or commercial address only, within New Zealand. No PO Boxes. Signature is required on delivery to ensure your order arrives safely.

Our freight partners will contact you before the delivery is made to ensure you are at the residential address for the time of delivery. All additional charges or fees because of failed delivery attempts will be passed on to the purchaser.

In purchasing TileHaus products, you agree to accept delivery of the product to the provided address. If you are not able to accept delivery, you must advice TileHaus before a delivery is attempted.

Our freight partners are not able to hand unload, instead they will use a pallet jack to move your order from the truck to the curb side. Any additional charges or fees because of delivery challenges or extra time on site will be passed on to the customer. Permission to use the curb side at the provided address is the responsibility of the purchaser.

Once the order has been delivered to the curb side, the tiles become the responsibility of the purchaser.

Please unload pallets carefully, as boxes have the potential to fall. Remove one box at a time and use tape to secure the rest of the boxes on the pallet.

On delivery, check that your order is correct – size, colour, quantity.

All shipments are well packed, but our products are fragile by nature and require careful handling during transit and on site; responsibility for any damage transfers to the purchaser upon collection of goods or signing of the delivery docket.

If the goods are damaged, mark the packing slip as ‘Damaged’ and any other details so that a claim can be made with the transport company. We will ask for photos to help with the claiming process. All claims must be made to returns@tilehaus.co.nz within 48 hours after delivery.

 

Delayed Delivery Service

If you do not need your tiles within 7 days, you can opt for our Delayed Delivery service at checkout. Simply select 'Delayed Delivery' and enter the week you would like to receive your order. We can hold your order for up to 90 days from the date of purchase.

Please note that once the order has been despatched from the warehouse, the delivery date cannot be changed.

 

Please Note: Despite our best attempts, we cannot guarantee to meet the required delivery date and will not be responsible for any loss, damages or consequential loss arising from any delay.