Planning a delivery with National Tiles? This guide covers everything you need to know — from preparing your site and understanding delivery fees, to what to expect on the day your order arrives.
Before your delivery
Metro deliveries
We use third-party carriers to deliver your order, which means we're unable to offer GPS tracking or confirm exact delivery times. Deliveries are generally made on weekdays between 7am and 5pm, so it's a good idea to keep your schedule flexible on the day.
Next day delivery
Next day delivery may be available if you place and pay for your order in full before 11am, the delivery address is in a metro area, and stock and delivery capacity allow. If you need your order quickly, get in touch with our Customer Support Team as soon as possible to check availability.
Delivery fees
Standard delivery is charged by pallet space — the amount of room your order takes up on the delivery truck. For non-standard deliveries, a quote is required as fees vary depending on handling needs, access, size, weight, and location. Non-standard deliveries include oversized items, stone slabs, large format tiles, regional or remote locations, tailgate delivery, underground car parks, timed or commercial deliveries, and semi-trailer deliveries.
Site access requirements
To help your delivery go smoothly, please make sure your site has clear, safe access for a heavy vehicle. Keep driveways free of scaffolding, skip bins, building materials, fencing, or anything else that could block the driver's path. If your property requires a pin or key for entry, please provide those details in advance. The site should also be on stable ground — excessively steep or boggy conditions may prevent us from completing the delivery.
Where goods can be placed
Your delivery can be placed in a safe, accessible spot on private property, such as a garage, carport, driveway, patio, or parking space. Unfortunately, we're unable to leave goods on public footpaths, nature strips, council property, or at terrace houses without driveway access — these restrictions are in place to protect your goods, your property, and the safety of our drivers.
On delivery day
Be available for the delivery
On the day of your delivery, please make sure the contact person listed on your order is available to take a call from the driver. This helps confirm access and keeps things moving — if the driver can't reach anyone, the delivery may be unsuccessful.
How goods are delivered
Your goods will arrive palletised for safer transport. Where access allows, an all-terrain forklift is used to place your order exactly where it needs to go, reducing handling and the risk of damage.
Non-standard deliveries
Some orders require a custom delivery arrangement. This may apply to oversized items over 1200mm, regional or remote locations, tailgate deliveries, underground car parks, timed commercial deliveries, and semi-trailer deliveries.
For tailgate deliveries, the pallet must weigh no more than 700kg and the drop-off area needs to be a hard, flat surface.
Semi-trailer deliveries require wide access and an on-site forklift — if you're unsure whether this applies to your order, contact us before your delivery date.
Express Delivery
Express Delivery is available to Trade+ customers only and must be arranged in person or by phone. Stock must be available at your local National Tiles store, and the delivery address must be within 50km of that store. The total order weight must be 100kg or less. Express Delivery is not available for items over 30kg, bulky items over 1200 x 1200 x 1200mm, or sharp-edged items that aren't safely packaged.
Parcel post
Selected Trade Items and samples can be sent by parcel post for orders placed through our website only.
After your delivery
If your site is not ready
Delivery dates are always estimates, so we recommend keeping your schedule flexible on the day. If unloading is delayed because the site isn't ready or accessible, a standby charge may apply. If the delivery can't be completed at all and needs to be rescheduled, a redelivery fee may also apply.
Proof of delivery
National Tiles delivery records are used as proof of delivery.
Unsafe site conditions
The safety of our drivers is important to us. Deliveries may be stopped or marked as unsuccessful if there is verbal or physical abuse on site, or if conditions are deemed unsafe. If you're unsure whether your site is ready, it's best to check before the delivery arrives.
Need help before you order?
Not sure which delivery option suits your order or location? Get in touch with National Tiles before placing your order and we'll help you confirm delivery options, stock availability, timing, and any requirements specific to your site — so you know exactly what to expect.