Last updated: 11 October 2026

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.

• Standard 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 weighing more than 25kg are usually delivered on a truck with a tailgate lifter, and this is allowed for in your delivery quote. If a tailgate lifter is not included in the quote, we will let you know in advance and the customer may need to be present to assist with unloading.

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:

1. 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.

2. 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.

3. 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.

Free shipping is a standard delivery service: delivery to the front door or ground-floor entrance of the address. It does not include carrying goods inside the home or property, upstairs, or into a specific room. These are premium delivery services, are not part of the free shipping offer, and are quoted separately on request.

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 an order confirmation email. When your order has been dispatched, you will receive a further email to let you know it is on its way; where the carrier provides tracking, the tracking details will be included. For larger or bulky deliveries, our team or the carrier may contact you by phone or email regarding delivery arrangements.

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.

• If no delivery option is shown at checkout for your order and postcode, please email us at shipping@builderswarehouseonline.com.au and we will provide a shipping 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, and P.O. Box addresses 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 be sent to a parcel locker instead.

Shipment Confirmation & Order Tracking

You will receive a Shipment Confirmation email once your order has been dispatched. Where the carrier provides tracking, the tracking details will be included.

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. Any damage must be reported to us within 48 hours of the delivery date and time. Claims made after this time may not be accepted by the carrier.

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.