Delivery Policy: For Businesses

Unless advised otherwise, a builder’s key is required to access construction sites. Before departure, ensure the correct key is on hand, as deliveries cannot proceed without it.

If The Tile Collective provides a builder’s key on the delivery day, it must be returned on the same day.

If no key is available, someone must be on-site to accept the delivery.

Clear access of at least 2.5 metres in width and height must be maintained from the site entrance to the garage. If access is obstructed, excessively muddy, or too steep, the supervisor listed on the paperwork and The Tile Collective’s freight coordinator must be contacted before rejecting the delivery.

Freight providers are not responsible for moving building materials, waste bins, or other site-related obstacles.

Delivery drivers must not dismantle, alter, or remove temporary fencing except for opening and closing gates for site access.

Silt fences must remain intact during deliveries. If a silt fence obstructs safe delivery, the goods will be returned to The Tile Collective, and a redelivery fee may apply.

Delivery drivers must not tamper with or remove any scaffolding.

Pallets must be placed directly on the garage floor.

If alternative placement is required (e.g., to avoid damages to flooring), prior arrangements must be made.

Pallets must not be dragged along the garage floor.

There must be sufficient space in the garage for delivery completion.

Small additional deliveries should be stacked neatly in the garage.

The garage door must be securely closed and locked after delivery. If this is not possible, the building supervisor must be contacted before finalising the delivery.

Each delivery docket contains the name and contact details of the relevant construction supervisor.

If a delivery cannot be completed, the building supervisor must be contacted immediately. If unavailable, a voicemail must be left explaining the issue, and the goods will be returned to The Tile Collective.

A Tile Collective Representative must be informed the day of any unsuccessful deliveries, and photographic evidence must be provided as soon as possible for documentation.

Redelivery charges will apply for any failed delivery attempts.

Any cancellation after 2:00pm on the day prior to delivery will result in a full redelivery fee.

Any damage believed to have occurred during delivery must be reported to The Tile Collective within 48 hours. Claims made after this period will not be accepted.

Any breakages or shortages must be reported within 48 hours for claim eligibility.

Clear digital photos must be taken for each delivery, including:

• The delivery label on the front of the pallet for identification.
• Any visible property damage before delivery.
• The delivered pallets from multiple angles, ensuring all items are visible.
• The garage before and after delivery from the street view.

Photos must be uploaded to The Tile Collective’s system at least once per week.

Delivery drivers represent The Tile Collective on-site and are expected to maintain a professional attitude and a neat appearance at all times.