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.
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 can’t I add some items to my cart?
Some products are either too large or heavy for our system to calculate standard shipping automatically, or they may be in limited supply. Because delivery charges vary by size, weight, and location — and stock may be low or on backorder — these items require a tailored quote. Just click the “Enquire About This Product” button, and our team will confirm stock availability and provide a complete quote including delivery.
Why does the item say Available on Backorder?
Products marked as “Available on Backorder” are temporarily out of stock, but you can still secure one by purchasing now. Once your order is placed, we’ll send you an email with the estimated delivery timeframe. This guarantees that the incoming stock is allocated to you. If you’d prefer, you can also use the “Out of Stock Enquire Now” option to check ETA before buying — we’ll add you to our waitlist and keep you informed.
Do you offer delivery services?
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 Victoria, Queensland & New South Wales 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.
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 between 100 x 100mm & 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. We may not have covered everything in this section. If you need more help, please see tile samples FAQ here.
What payment methods do you accept?
We offer several secure and convenient payment options: PayPal, Visa, Mastercard, and Direct Bank Transfer.
Please note:
Credit card payments incur a 1.75% processing fee.
PayPal payments attract a 2.90% + $0.30 transaction fee.
Direct Bank Transfer does not incur any additional fees, however, orders will only be dispatched once payment has cleared in our account. This usually takes 1–2 business days, depending on your bank.
Is my payment information secure?
Yes — your payment details are handled with the highest level of security. All transactions made through Visa, Mastercard, and PayPal are processed via encrypted and PCI-compliant gateways, ensuring your personal and financial information is protected at all times.
If you choose Direct Bank Transfer, no card details are collected — you simply transfer the funds safely through your own banking provider.
How do I contact you if I have a problem?
If you need assistance, our team is here to help. You can reach us by phone on 1300 301 961 or by email at info@builderswarehouseonline.com.au. We’ll get back to you as quickly as possible to resolve your enquiry..
Can I get an invoice or tax receipt?
Yes — a tax invoice is automatically provided with every purchase.
For trade members, we also offer additional options, including:
Monthly statements or copies of past invoices on request.
Quarterly activity statements to assist with BAS reporting.
By signing up as a customer or trade member, you’ll also have access to your full purchase history, invoices, and order details anytime by logging into your account.
If you require any specific documents or reports, simply contact our team and we’ll arrange them for you.
Does a trade account include credit or payment terms?
Trade accounts provide discounts and delivery benefits but do not offer credit or trade finance. Full payment is required before stock allocation and dispatch.
