Lead times
As a direct importer we stock a large volume of floor and wall tiles, feature tiles, natural stone and pool tiles which are readily available from our warehouse in Staplyton, Queensland. If you are tiling a complete home, a new bathroom or planning an outside entertaining area you’ll find there are plenty of options available and ready to go from our in-stock range.
If you are undertaking a new home or major renovation and have a little bit of time on your side you may also be interested in some of our exclusive products which can be ordered in especially to suit your requirements. The product lead time will depend on the country of origin, however other factors like the time of year and Australian Customs requirements can also affect container arrivals. As a general guide the following lead times for each origin can be used as an estimate: –
- China – 6-8 Weeks
- Italy – 10-14 Weeks
- Spain – 10-14 weeks
- Turkey – 12 weeks
- Indonesia – 12 weeks
At the time of order we will be able to provide a more accurate delivery time and once the order is confirmed on a vessel we will keep you updated on its arrival along the way.
Delivery Charges
Once your order is confirmed and ready you can schedule a site delivery. To avoid disappointment please book your delivery in at least 3 days prior to the required delivery date. The order must also be paid in full at the time of booking.
The standard delivery charges for areas with 60km Radius of our Distribution Warehouse located in Gilberton, Queensland are as follows:-
- $ 85.00 per Order 1-15 Boxes (up to 1/2 Pallet)
- $120.00 each Pallet 1- 3 Pallets
- $105.00 each Pallet 4- 8 Pallets
- $95.00 each Pallet 9- 24 Pallets
- 25+ Pallets to be Quoted
Interstore Transfers
- $15.00 per order up to 5 Boxes transfer from warehouse to Groove Tiles Store
Areas outside 60km radius are priced as quoted from independent freight companies or based on time cost analysis for our truck.
Online orders shipping charges are calculated at the checkout. Note prices are based on box quantity and may vary from the above standard charges. Our online shipping areas cover Brisbane CBD and greater Southeast Queensland, including Sunshine Coast, extending south to Northern NSW.
If your delivery address is located outside of our shipping areas you will be prompted at the online checkout to request a shipping quote. Simply fill in the required shipping detail, submit the form and we’ll be back in touch in no time with your quote. Please allow 24-48 hours, if your order is urgent, contact us at the warehouse on 07 5549 1351.
Delivery Times
Queensland
- Sunshine Coast – 3-4 working days
- Brisbane CBD & Metro Areas – 2-3 working days
- Gold Coast & Hinterland – 2-3 working days
- All other Queensland Regional Areas – Delivery time provided upon request
New South Wales
- Sydney CBD & Metro Areas – 5-7 working days
- Northern NSW – 3-4 working days
- All other NSW Regional Areas – Delivery time provided upon request
Victoria
- Melbourne CBD & Metro Areas – 7-10 working days
- All other Victorian Regional Areas – Delivery time provided upon request
South Australia
- Adelaide CBD & Metro Areas – 7-10 working days
- All other South Australian Regional Areas – Delivery time provided upon request
Northern Territory, Western Australia & Tasmania
- Prices and delivery times provided upon Shipping Quote confirmation.
Returns & Refunds Policy
Inspection Upon Delivery
Customers are required to inspect all goods immediately upon delivery or collection to confirm they match the size, colour, finish, and style ordered. Any discrepancies, faults, or damage must be reported to Groove Tiles & Stone within two (2) working days of receipt. Claims made outside this timeframe may not be accepted.
Return Eligibility
Tile products may be returned for a refund within 90 days of delivery, provided the following conditions are met:
- Goods have not been installed or affixed to any surface
- Items are in their original packaging
- Products are undamaged and in a resaleable condition
Installation Acceptance
Once tiles have been installed, they are deemed accepted by the customer. Groove Tiles & Stone is not liable for any costs associated with the removal or replacement of installed tiles.
Faulty or Incorrect Goods
If your order includes damaged, incorrect, or faulty items, Groove Tiles & Stone will arrange return shipping and replacement at no cost to the customer.
To assist with quality assurance, customers are asked to provide clear photographic evidence of the issue, ideally while the goods remain in their original packaging.
Refund Method
All approved refunds will be processed using the original method of payment. For example, if the purchase was made via credit card, the refund will be issued to the same credit card used for the transaction.
Restocking Fee
A 25% restocking fee applies to all approved returns. This fee covers handling, inspection, and administrative costs associated with processing returned goods.
Contact & Claims
To initiate a return or report an issue with your order, please contact your sales representative in store or our team via email at: [email protected]
Please include your order details and any relevant photos to help us assist you promptly.
For further detailed information on our return policy please refer to our Terms & Conditions.
FAQ’s
Changed your mind? Eligible stocked items may be returned within 90 days of delivery if they remain unused, uninstalled, and in their original packaging. A 25% restocking fee applies to all approved returns. Please note that special-order, custom, indent, and non-stock items are purchased specifically for your order and are therefore non-refundable and non-returnable.
Once tiles are installed, they’re considered accepted and can’t be returned. We recommend double-checking your order before installation to make sure everything’s just right.
Please pack them carefully in their original boxes, making sure they’re undamaged and ready for resale. This helps us process your refund smoothly and quickly.
Oh no! If something doesn’t seem right with your order, please contact us as soon as possible and provide clear photos of the issue, preferably while the products remain unopened and in their original packaging. We will review each claim on a case-by-case basis and, where a product is found to be defective, damaged in transit, or supplied incorrectly, we will work with you to determine an appropriate resolution, which may include replacement, repair, refund, or return arrangements.
Yes, we do need proof of purchase—like a receipt or invoice—to process any return or refund. If someone else placed the order for you, please ask them to assist with the return.
Yes, a 25% restocking fee applies to all change-of-mind returns. This helps us cover the cost of inspecting and restocking the tiles.
Some sale, clearance, or custom orders may not be eligible for return. If you’re unsure, just ask our team before purchasing—we’re happy to help!
It’s quite common to have a few extra tiles left over after a project. We recommend keeping a few spare boxes where possible, as they can be invaluable if tiles need to be replaced in the future due to accidental damage, renovations, repairs, or maintenance work. Product ranges, colours, finishes, and batch lots can change over time, and exact matches may not always be available.
If you have unused stocked products in their original packaging and they’re returned within 90 days of delivery, we may be able to accept them back, subject to approval and a 25% restocking fee. Unfortunately, special-order, custom, indent, and non-stock products cannot be returned or refunded, as these items are specifically sourced for your order.
If the return is due to a fault or mistake on our end, we’ll take care of the shipping. For change-of-mind or excess stock returns, you’ll need to cover delivery back to us.