OM Tiles – Shipping Policy

Effective Date: 30 January 2026

At Om Floor and Tiles, we understand that getting your tiles delivered safely and on time is crucial to keeping your renovation or construction project on track. Whether you are ordering a single sample or a full pallet of porcelain pavers, we have partnered with a national network of warehouses and trusted logistics providers to ensure your order arrives efficiently.

This Shipping Policy outlines important information regarding dispatch times, delivery methods, access requirements, and your responsibilities upon receipt of goods. Please read this document carefully before finalising your order.

1. Dispatch Turnaround Times

We pride ourselves on efficient warehouse operations. Our dispatch timelines vary slightly depending on the size and nature of your order.

1.1. Sample Orders

We know that seeing and feeling the tile is the first step in your design journey.

Dispatch: Sample orders are prioritised and dispatched the next business day.
Delivery: You can generally expect delivery within 5 working days via standard courier services (such as Australia Post or similar parcel carriers).

1.2. Full Orders

For standard stock orders of tiles, flooring, and adhesives:

Dispatch: Full orders are typically picked, packed, and dispatched within two (2) business days of payment clearance.
Delivery Timeframes: Once dispatched, delivery times depend on your location. Metro deliveries generally arrive faster than regional or remote shipments. While we aim for prompt delivery, please allow extra time for rural areas.

2. Shipping Rates & Calculations

We believe in transparency. You will never be hit with hidden shipping fees after you have committed to a purchase.

Calculated at Checkout: The rate charged for shipping is calculated automatically based on the total weight of your products and your delivery postcode. Tiles are dense and heavy items, so shipping costs reflect the specialized freight required.
Review Before Buying: Before you reach the final checkout payment page, you will be shown the exact cost of shipping. You will have the opportunity to review this total and decide whether to proceed with the order.

3. How Will My Tiles Be Delivered?

Delivering tiles is vastly different from delivering a standard parcel. Tiles are heavy, fragile, and bulky. We use specialised heavy-goods transport carriers to handle these requirements.

3.1. Packaging & Protection

For orders involving multiple boxes, your safety and the safety of the product are paramount.

Palletised: Your tiles will be stacked securely on a sturdy timber skid or pallet.
Protected: The entire pallet is shrink-wrapped in heavy-duty plastic to protect the boxes from the elements (rain/dust) and to prevent movement during transit.

3.2. Kerbside Delivery (Important)

It is an industry standard that tile deliveries are a Kerbside Service.

The Drop-Off: The truck driver will unload your pallet at the nearest safe accessible point to your property boundary. This is usually the kerb, nature strip, or driveway (if accessible and safe).
Equipment: Deliveries are typically performed via a tail-lift truck (which lowers the pallet to the ground) or a forklift.
Limitations: Due to strict Occupational Health and Safety (OHS) regulations and insurance limitations, the driver cannot move goods beyond this point. They cannot carry boxes inside your home, garage, or backyard, nor can they carry goods up stairs.
Your Responsibility: Please ensure you have arrangements in place (friends, family, or tradespeople) to help you move the boxes inside once the driver departs.

3.3. Authority To Leave (ATL)

We strongly recommend that someone be present at the address to coordinate the delivery and sign for the goods.

If You Are Unavailable: If you know you cannot be home, please contact us prior to delivery to arrange an “Authority to Leave” (ATL).
Safe Location: With an ATL, you authorise the driver to leave the pallet in a safe location at the kerbside. Please note that Om Floor and Tiles is not liable for theft or damage that occurs after the goods have been successfully delivered under an ATL.

4. Free Warehouse Pick Up

Prefer to collect the goods yourself? We offer a convenient Free Pick Up service from our network of warehouses.

Collection Hours: Monday to Friday, 9:00 am – 4:00 pm.

Important for Pick Ups:

Vehicle Safety: Tiles are extremely heavy. A standard sedan or hatchback is often not suitable for full orders. We recommend a ute, van, or trailer. Our warehouse staff reserve the right to refuse loading if a vehicle is deemed unsafe or overloaded.

5. Order Tracking

We want you to know exactly when your materials are arriving so you can plan your trades.

Tracking Numbers: If a tracking number is provided by the shipping carrier, we will update your order details with this information.
Updates: You will typically receive a notification once your order has been dispatched from our warehouse.

6. Back Orders & Split Shipments

Occasionally, a specific item may be temporarily out of stock due to high demand.

Split Shipment: If an item goes on back order, we may ship the portion of your order that is currently in stock so you can get started.
Completion: When the back-ordered item becomes available, we will ship the rest of your order.
No Extra Cost: You will not be charged any additional shipping and handling fees for the second shipment. We cover the logistics cost to ensure you get your full order completed as soon as possible.

7. Damages During Transit

While we pack our pallets securely, accidents can happen in transit.

Inspect on Arrival: Please check the outside of the pallet for visible damage while the driver is still there.
Report Immediately: If you discover damaged tiles, please take photos and contact us within 24 hours of delivery so we can arrange a resolution in accordance with our Returns Policy.

If you have any further questions about shipping, please contact our customer support team.