Effective Date: 1st July 2025
Welcome to the Builders Warehouse Online Shipping Policy
Thank you for choosing to shop with us. The terms below outline our shipping processes and conditions.
Delivery Conditions
If no one is available to receive the delivery, your order will be left in a safe place at the delivery address unless you notify us otherwise at checkout or by email. Once the order has been delivered to the nominated address, responsibility for the goods transfers to the customer.
If a re-delivery is required (for example, where it is not possible to leave the order safely), an additional re-delivery fee will apply.
For items weighing more than 25kg, the customer must be present at the time of delivery to assist with unloading. Please note that delivery drivers are not equipped with trolleys and cannot carry heavy items upstairs.
Free Shipping Offer
Builders Warehouse Online provides complimentary standard shipping on eligible orders. To qualify for this offer, all of the following conditions must be met:
Order Subtotal Requirement
The order must have a minimum product subtotal of $750 AUD, calculated only on the value of eligible items.
Shipping fees are excluded from the subtotal.Product Eligibility
The free shipping offer does not apply to orders containing tiles or tools. These items require specialised handling and freight services and are therefore excluded from this promotion.Delivery Zone Requirement
The delivery address must be located within a 30km radius of the Melbourne CBD. Addresses outside this area do not qualify for free shipping, and standard freight rates will apply.
Where all eligibility criteria are met, the free shipping option will be automatically applied at checkout. If you believe your order qualifies but the free shipping benefit is not displayed, please contact our customer service team at shipping@builderswarehouseonline.com.au prior to completing your purchase.
Free Shipping Eligibility & Limitations
Free shipping applies only to items marked as eligible and to delivery addresses that are serviced by our courier and freight network.
Delivery addresses classified as remote, regional, or non-serviced locations may not qualify for free shipping, even where free shipping is advertised or where minimum order values are met. These locations may require alternative freight arrangements and will be subject to a manual shipping quote.
If free shipping does not appear at checkout, this may be due to carrier limitations, postcode servicing constraints, or because your cart contains a combination of free-shipping eligible and non-eligible products. In such cases, standard shipping rates may apply to the entire order.
If this occurs, please contact us at shipping@builderswarehouseonline.com.au prior to completing your purchase so we can review your order and provide an accurate delivery quote.
Builders Warehouse Online reserves the right to withdraw or amend free shipping eligibility where carrier restrictions, access limitations, or delivery constraints apply.
Processing and Dispatch Times
Orders are processed within 1–2 business days.
Deliveries are not made on weekends or public holidays.
During periods of high demand, processing may take longer than usual. Please allow extra time for shipping. Should there be a significant delay, we will notify you by email or phone.
Delivery Notifications
Once your order has been placed, you will receive either an email confirmation or a phone call from our customer service team within 48 business hours. This communication will confirm the scheduled delivery date for your order.
Shipping Rates & Delivery Estimates
Shipping charges for your order will be calculated and displayed at checkout, based on the items in your order and your postcode.
For larger items over 25kg, please email us to obtain a quote.
If shipping does not appear or checkout cannot be completed, this may be due to:
the size or weight of one or more items,
the delivery location, or
the carrier availability for your postcode.
In these cases, please contact us at shipping@builderswarehouseonline.com.au and we will provide a manual shipping quote.
Shipment to P.O. Boxes
We are unable to deliver to P.O. Boxes.
Shipment Confirmation & Order Tracking
You will receive a Shipment Confirmation email once your order has been dispatched. This will include your tracking number(s).
Tiles are generally delivered directly using a fork truck, or by courier if the order is 10 boxes or fewer. The delivery method may vary depending on the size of the tiles. For the most cost-effective option, we recommend contacting us so we can advise you on the best shipping method.
Large & Fragile Item Delivery
Orders containing tiles, stone products, or bulky bathroomware are typically delivered on pallets using a truck with forklift or tail-lift access.
Customers must ensure that there is safe and suitable access at the delivery location. If access is restricted or unsuitable, additional fees may apply.
For orders requiring manual handling, customers may be asked to assist with unloading heavy or oversized goods.
Where delivery cannot be completed due to site restrictions, a re-delivery or return fee may be charged.
Damages
Builders Warehouse Online takes great care in packing and dispatching your order. If your items arrive damaged or fail to arrive, please contact us immediately so we can assist in resolving the issue.
We may request that you retain all packaging materials and the damaged goods, as this helps us lodge a claim with the shipping carrier on your behalf.
International Shipping Policy
We currently do not ship outside Australia.
Returns Policy
Our Return Policy provides detailed information about options and procedures for returning your order.
Changes to This Policy
This Shipping Policy is subject to change without notice. The version of the policy in effect will be identified at the top of the page by its effective date.
For further information, questions, or comments, please contact our customer service team at shipping@builderswarehouseonline.com.au.
Builders Warehouse Online are proud suppliers of premium quality designer tiles, tapware, bathroom, and kitchenware.
