Shipping policy

Last updated: 15 October 2026

At TilePop NZ, we carefully prepare and pack every order to help ensure your products arrive safely.

We currently ship throughout New Zealand and Australia, and we're committed to keeping you informed throughout the delivery process.

Please review the following information before placing your order.

1. Order Processing

Orders containing products that are in stock are typically processed within 1–3 business days after payment has been received.

Orders are generally processed Monday to Friday, excluding New Zealand public holidays.

During busy periods, promotional events or product launches, processing may take slightly longer.

If there is an unexpected delay with your order, we will do our best to keep you informed.

Please note that processing times are separate from delivery timeframes.

2. Shipping Locations

TilePop NZ currently ships to:

New Zealand
Australia

All orders are dispatched from New Zealand.

At this stage, we do not offer shipping to other international destinations through our online checkout.

If you have any questions about delivery to your location, please contact us at hello@tilepopnz.com.

3. Shipping Rates

Shipping charges are displayed at checkout before payment is completed.

New Zealand

We offer free standard shipping on eligible New Zealand orders over NZ$250.

For orders below this amount, shipping charges are calculated at checkout according to the applicable shipping rates.

Additional charges may apply to certain delivery locations or shipping services where these are identified at checkout.

Australia

Our current standard shipping charge to Australia is NZ$45 per order for eligible orders.

All shipping charges are displayed at checkout before payment.

If an order requires special freight arrangements because of its size, weight or destination, we will contact you to discuss the available options before arranging any additional charges.

4. Estimated Delivery Timeframes

Once your order has been dispatched, estimated delivery times are:

New Zealand

North Island: Approximately 1–5 business days.
South Island: Approximately 2–7 business days.
Rural addresses: Please allow additional delivery time.

Australia

Delivery times vary depending on the destination, courier service and customs processing.

Australian customers will receive tracking information where available so they can follow their shipment.

Please note that all delivery timeframes are estimates and may be affected by courier delays, weather events, public holidays, customs processing or peak delivery periods.

If your order is delayed, please contact us and we will assist where possible.

These estimates do not limit any rights you may have under applicable consumer law.

5. Stock Availability and Pre-Orders

TilePop NZ carries selected products in stock for immediate ordering.

However, some colours, products or quantities may occasionally be available on a pre-order basis.

Pre-order delivery estimates

Pre-ordered products generally have an estimated availability timeframe of approximately 5–8 weeks, unless otherwise stated on the product page or communicated to you.

This timeframe is an estimate and may change due to international shipping, customs clearance, supplier schedules or other unforeseen circumstances.

We will keep customers informed of significant changes to their expected delivery dates.

If we are unable to fulfil your pre-order, we will contact you to arrange a full refund for the unavailable products.

Where a delay is significant, we will discuss the available options with you, including cancellation and a refund where required by applicable consumer law.

6. Orders Containing In-Stock and Pre-Order Items

If your order contains both in-stock and pre-order products, we may hold the order until all items are available so they can be dispatched together.

If this applies to your order, we will contact you to explain the expected timeframe.

Where possible, we may be able to arrange separate deliveries. Additional shipping charges may apply if you request separate delivery and agree to those charges in advance.

If you require certain products urgently, please contact us before placing your order so we can discuss availability.

7. Order Tracking

Once your order has been dispatched, you will receive a shipping confirmation email.

Where tracking is available, the email will include tracking details so you can follow your delivery.

Please allow some time for tracking information to become active after dispatch.

If you have any difficulty tracking your order, contact us at hello@tilepopnz.com.

8. Australian Customs, Duties and Taxes

Orders shipped to Australia are international shipments.

Depending on the value and nature of the shipment, Australian customs duties, import taxes or other government charges may apply.

Where these charges are not collected at checkout, customers may be responsible for paying them directly to the relevant authority or delivery provider.

Any applicable charges will depend on Australian import requirements.

Customs clearance may also affect delivery timeframes.

If you have questions about a larger Australian order, please contact us before purchasing.

9. Damaged, Missing or Incorrect Deliveries

We carefully package our products to minimise the risk of damage during shipping.

Please inspect your order as soon as reasonably possible after delivery.

If your order arrives damaged, incomplete or incorrect, please contact us promptly.

We encourage customers to report visible shipping damage within 7 days of delivery so we can investigate with the courier as quickly as possible. This does not limit your rights under applicable consumer protection laws.

Please include:

Your order number.
A description of the issue.
Clear photographs of the damage or incorrect items, where possible.

We will work with you to investigate and arrange an appropriate solution in accordance with our Refund & Returns Policy and applicable consumer law.

If your parcel appears to be missing or has not arrived within the expected timeframe, please contact us so we can assist with a delivery enquiry.

10. Incorrect Shipping Information

Customers are responsible for checking that their delivery address and contact information are accurate when placing an order.

If you notice an error after checkout, please contact us as soon as possible.

We will do our best to update your details before dispatch, although changes may not always be possible once an order has been shipped.

Where incorrect information supplied by the customer results in additional delivery or redelivery charges, we may request payment of reasonable additional costs where appropriate and permitted by law.

Nothing in this section excludes our responsibilities under applicable consumer protection laws.

11. Consumer Rights

Nothing in this Shipping Policy limits or excludes rights or remedies available under applicable consumer protection laws, including the New Zealand Consumer Guarantees Act 1993 and, where applicable, the Australian Consumer Law.