At Timeless Flooring, we strive to ensure that your orders are delivered promptly and efficiently. Below is an overview of our delivery methods, charges, and return and storage policies.

Delivery Methods

North Island

Metro Areas:

• Small items: Post Haste Couriers – Estimated delivery time: 2-4 working days
• Large/bulky items: Mainfreight – Estimated delivery time: 2-4 working days

Rural Areas:

• Small items: Post Haste Couriers – Estimated delivery time: 3-7 working days
• Large/bulky items: Mainfreight – Estimated delivery time: 3-7 working days

South Island

Metro Areas:

• Small items: Post Haste Couriers – Estimated delivery time: 1-2 working days
• Large/bulky items: Mainfreight – Estimated delivery time: 1-2 working days

Rural Areas:

• Small items: Post Haste Couriers – Estimated delivery time: 2-5 working days
• Large/bulky items: Mainfreight – Estimated delivery time: 2-5 working days

Important Delivery Information

• Estimated Timeframes: Freight times listed above are estimates only. For large orders or rural deliveries, please contact us directly for freight quotes and more precise timeframes.
• Third-Party Delivery Responsibility: Once orders are dispatched from Timeless Flooring, we do not control the delivery timeframe and are not responsible for delays caused by third-party freight providers.
• Truck Deliveries (Mainfreight): Truck deliveries are made to curb-side only, not directly to your door. Please ensure you have the means to uplift your freight from the curb-side.
• Physical Address Requirement: We can only deliver to physical addresses and cannot deliver to PO Box addresses.

Tracking & Delivery Status

If you need to check the status of your delivery, please:

• Call our Customer Service team at 03 4717272 (Monday to Friday, 9 AM – 4:30 PM)
• Email us at sales@timeless.org.nz

Before reaching out, please check the estimated delivery timeframe above. If the expected timeframe has passed, feel free to contact us for assistance.

Special Requests for Large Orders

If your large or bulky order is being shipped via Mainfreight or Bascik Transport and you would like the driver to call ahead before delivery:

• This is done at the driver’s or delivery company’s discretion.
• Please provide a full name and contact number when placing your order.
• We will pass this request to the trucking company, but we cannot guarantee a call before delivery.

🚫 Note: This option is not available for courier deliveries (e.g., NZ Couriers or Post Haste).

Returns & Refunds

The New Zealand Consumer Guarantee Act 1993 sets out minimum standards for goods sold in New Zealand. In the event that goods sold are not of good quality or are faulty, the customer has the right to a repair, replacement or a refund.

Damaged or Incorrect Merchandise

PLEASE CAREFULLY CHECK YOUR PRODUCTS UPON RECEIPT OF THEM.

WE RECOMMEND YOU DRY LAY 3-4m2 OF MATERIAL ON THE GROUND, TAKING THE FLOORING FROM SEVERAL BOXES AND CHECK THAT THEY COMPLY WITH WHAT WAS ORDERED. Never assume exact size of tiles, tile sizing is nominal so a 30 x 60 floor and a 30 x 60 wall may not necessarily line up.

NOTE… Ceramic tiles are a natural product and some variation can be expected in shade and size. International standards define the acceptable variation and imperfections allowable in any batch.

We will NOT accept any claims for replacement, repair or reimbursement for defects, size, shade variation, incorrect delivery or any other fault once the flooring has been laid. Global industry standards are strictly no claims after installation.

It is the responsibility of the flooring installer under management of the builder or homeowner to check floor product prior to installation. If there is any concern regarding the quality, size, colour, shade variation of the batch on site the tiles MUST NOT be laid. If a defect is discovered while the flooring products are being laid, work must stop immediately.

If you have receive a damaged product or an incorrect item due to a picking error, please notify us within 7 days of receipt. We will replace the item at no additional cost.

• Returns will not be accepted without prior approval.
• If our freight carrier was used, we will handle the claim process on your behalf.

Change of Mind Returns

We want you to be completely satisfied with your purchase. If you wish to return an item due to a change of mind, we accept returns on stock items only, under the following conditions:

• Items must be in saleable condition and in their original packaging.
• You must notify us of your return within 20 days of purchase.
• A 25% handling fee will apply to all returns.
• The customer is responsible for the cost of return shipping.

Non-Returnable Items

The following items cannot be returned or refunded:

• Special orders
• End-of-line items
• Indent orders
• Sale items

Important: All returns must be pre-approved by Timeless Flooring. Please contact us before sending any items back.

Sales Taxes

We are required to automatically charge and withhold GST for orders delivered within New Zealand. Customers are responsible for any sales taxes or other applicable charges on orders shipped to other countries or states.

STORAGE OF UNCOLLECTED GOODS

Timeless Tiles Ltd arranges for customer orders to be shipped from distribution warehouses throughout New Zealand to our Dunedin premises. Customers will be notified when their goods are available for collection.

All orders must be collected within seven (7) days of notification unless a written arrangement has been made with Timeless Tiles Ltd.

Timeless Tiles Ltd reserves the right to charge reasonable storage fees for goods that remain uncollected beyond this period.

If no contact has been made by the customer, and goods remain uncollected for a period of two (2) months or more, Timeless Tiles Ltd may, at its sole discretion, treat the goods as abandoned. In such cases, the company is entitled to dispose of the goods in compliance with the Contract and Commercial Law Act 2017 (NZ) or any other applicable legislation, without further notice to the customer.

No refund or compensation will be payable in respect of goods disposed of under this clause.

Title and Ownership
Title to all goods passes to the customer upon full payment. However, once notification of arrival has been issued, the responsibility for collection, storage, and safekeeping of the goods lies solely with the customer.

Liability
Timeless Tiles Ltd accepts no responsibility for any loss, damage, deterioration, or theft of goods that remain uncollected beyond the initial seven (7) day collection period, whether or not storage fees are charged.

Contact Us

For any further assistance, feel free to reach out:

📧 Email: sales@timeless.org.nz
📞 Phone: 03 4717272