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, shipping is calculated at checkout based on your postcode and the size and weight of your order. Feel free to contact us—our team will help you find the most suitable delivery solution.
Can I track my order?
When your order has been dispatched, we will email you to let you know it is on its way. Where the carrier provides tracking, the tracking details will be included in that email. Please note that heavy or bulky items—such as tiles, pallet deliveries and tailgate-lifter truck deliveries—are usually not trackable, as they are managed by freight contractors due to their weight and handling requirements.
What should I do if my order arrives damaged?
Please email us at shipping@builderswarehouseonline.com.au within 48 hours of the delivery date and time, attaching your order confirmation or invoice, photos of the box from all four sides and the top, a photo of the shipping label, and photos of the damaged item(s). Please keep the box, packaging and damaged items until the claim is finished, as the carrier may need to inspect or collect them. Full details are in our Shipping Policy.
Do you deliver to P.O. Boxes?
No, we are unable to deliver to P.O. Boxes and they are not accepted at checkout. If a P.O. Box is your only delivery option, please email us at shipping@builderswarehouseonline.com.au before ordering so we can check whether delivery is possible. In some cases the order may need to go to a parcel locker instead.
No delivery option is showing at checkout – what do I do?
Some orders cannot be priced automatically because of their size, weight or delivery location. If no delivery option appears for your order and postcode, please email us at shipping@builderswarehouseonline.com.au with the items you would like and your delivery postcode, and we will provide a shipping quote.
Will the driver bring my order inside or upstairs?
No. Standard delivery (including free delivery) is to the front door or ground-floor entrance of the delivery address only. Drivers do not enter the home or property, do not carry items inside or upstairs, and are not equipped with trolleys. If you need goods carried inside, upstairs or to a specific room, this is a premium delivery service that must be arranged and quoted separately before dispatch. Items over 25kg are usually delivered on a truck with a tailgate lifter.
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 in its original packaging (you may open the box to check the product). A restocking fee applies: 25% for general items, 30% for tiles, and 20% for exchanges. Faulty items are not charged a fee. Items specially ordered in from a supplier or transferred from another warehouse to fulfil your order cannot be returned unless faulty. For full details, please refer to our Returns Policy page.
What happens if my product is faulty?
Contact us first and we will tell you whether to send the item back, or whether we need photos or an assessment. Depending on the product, we may arrange for a technician to attend the property instead. If a manufacturing or supply fault is confirmed, we refund your reasonable return postage and cover the replacement or refund. If no fault is found, or the issue was caused by incorrect installation or misuse, the customer is responsible for return postage and any inspection, call-out or re-delivery costs. Electrical and plumbed items must be installed by a licensed tradesperson. See our Returns Policy for details.
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: Visa, Mastercard, and Direct Bank Transfer.
Please note:
Direct Bank Transfer 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 and Mastercard 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?
Your order confirmation email is your proof of purchase. If you have an account, you can download a tax invoice for any order at any time by logging in and going to My Account > Orders. If you checked out as a guest, or would like a copy emailed to you, just contact us and we will send it.
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.
