Frequently Asked Questions
Who is Builders Warehouse Online (BWO)?
Builders Warehouse Online is a Melbourne-based supplier of premium designer tiles, tapware, bathroom, and kitchenware—offering trade pricing to all customers. As an online-only store, we deliver high-quality products directly to your doorstep. Our range is tailored to suit diverse design preferences and budget needs, making us a perfect choice for DIY projects, as well as for architects, designers, and construction professionals.
How do I place an order?
Just explore our product categories, choose the items you need, add them to your cart, and follow the steps to complete checkout. If you have any questions or need help, our support team is here to assist.
Do you offer delivery services?
Can I track my order?
Absolutely! After your order is confirmed, a tracking link will be sent to you via email or SMS so you can monitor its progress. Please note that heavy or bulky items—such as tiles and forklift-assisted deliveries—are not trackable, as they are managed by external contractors due to their weight and handling requirements.
Can I return or exchange a product?
Yes, we accept returns and exchanges within 7 days of delivery, as long as the item is unused and remains in its original packaging. For full details, please refer to our Returns Policy page.
Do you offer bulk purchase discounts?
Absolutely! Contractors, builders, and commercial clients are welcome to reach out to us directly for tailored quotes and special bulk pricing. By creating a trade member account, you’ll also gain access to exclusive benefits. Our prices are already highly competitive—sign up to enjoy even greater savings.
Is there a warranty on the products?
All products are covered by a manufacturer’s warranty. Specific warranty details can be found on each product page. If you’re unsure or need further information, feel free to contact us at info@builderswarehouseonline.com.au and we’ll be happy to assist.
Do you have a showroom?
We operate exclusively online and do not have a physical showroom. This enables us to keep our prices low while still offering top-quality products and exceptional service.
Which samples can I choose?
Samples are available exclusively from our tile range. They will be smaller cut versions of the selected tile, typically 100 x 100mm or 150 x 150mm. Please note that variations in shade and pattern may occur, as tiles are produced in different batches, and the sample may differ slightly from the final delivered stock.
Can I pick up my order?
As we operate exclusively online, general pickup is not available. However, tile orders can be collected from our warehouse in Lara, Victoria. For all other products, we offer flat-rate shipping. Feel free to contact us—our team will help you find the most suitable delivery solution.
Why am I unable to add tiles to my cart?
Due to the size and delivery requirements of your order, whether you require forklift unloading or just a small courier delivery of five boxes, we will need to provide you with a quote to ensure the most cost-effective delivery option. Additionally, we want to confirm that the items are currently in stock and ready for immediate dispatch, as our inventory levels fluctuate frequently due to ongoing sales. We also want to make sure that youre entire order is from the same batch as different batches have slight variations in shade.
Why am I unable to add a product to mt cart?
If the product you’ve selected falls outside our standard delivery zone, we’ll need to organise a custom delivery quote for you. Please click the “Enquire About This Product” button, and we’ll respond promptly with the details.
