We deliver Australia-wide.

Delivery Categories:

Metro: Generally includes Melbourne, Sydney, Canberra, Brisbane, Perth, Hobart, Darwin, and Adelaide.

Non-Metro: All other regions.

Notes:

• Delivery categories are based on carrier definitions, which are subject to change.
• Some exclusions and conditions apply depending on the product type and delivery method you have chosen.

Please note:

For custom quotes or specific delivery inquiries, contact us via email at [email protected] or call us at 02 9621 1477.

What are Tail-Gate Home Deliveries?

Tail-gate home deliveries are for larger or heavier items delivered by a truck with a tail-gate. This includes items like bathtubs, vanities, large mirrors (over 1200mm), mirror cabinets, and toilets.

Where do we deliver?

Deliveries to non-metro or regional areas Australia-wide are custom quoted. This is not a standard option and always requires a custom quote.

Note:

This service does not apply to Sydney, Newcastle, Wollongong, Melbourne, Brisbane, Gold Coast, Sunshine Coast, and Canberra. Deliveries in these areas are made via private drivers who will call 30-60 minutes prior and text the morning of or the day before delivery.

How does it work?

• Items are delivered curbside, as the trucks are large.
• Deliveries are generally Authority to Leave (ATL). If no one is home, a photo of the product is taken.
• Keep track of your delivery using the tracking information provided to ensure safe delivery.

How to get a quote?

Contact us via email at [email protected] or call us at 02 9621 1477 to receive a custom quote for tail-gate home deliveries.

Please note:

Some exclusions apply such as stone bathtubs.

What is a Depot? 

A depot is a temporary warehouse where delivered goods are stored before being transported further. It is not a permanent storage facility; items remain there only until their next destination.

How does ATS use Depots? 

ATS uses collection depots as central hubs for packages, providing a cost-effective shipping option for most non-metro areas and metro areas such as Perth, Hobart, Adelaide, and Darwin. This service is not available for metro areas like Sydney, Melbourne, Brisbane, Gold Coast, Sunshine Coast, Newcastle, Wollongong, and Canberra, where private drivers deliver directly to the site.

Items Transported to Depots: We use depots to transport larger, bulkier items on pallets, such as:

• Bathtubs
• Vanities
• Toilets
• Mirror cabinets
• Mirrors over 1000mm
• Large bulk orders
• Other bulky items

Important Information:

• Identification: For security purposes, identification and verification are required upon collection.
• Storage Duration: The depot will hold an order for up to 6 days, including the arrival day.
• Fees: If not collected within this period, fees will apply and must be paid before pickup.
• Liability: Customers bear any loss or damage after the 6-day period.
• Uncollected Goods: Refusing to pick up the order will be treated as a change of mind, and ATS cannot cancel the order. Uncollected goods will be returned to ATS with no refund provided.

For more information or assistance, contact us via email at [email protected] or call us at 02 9621 1477.

Oversized Items: 

If you are in Perth, Hobart, Darwin, or regional remote areas, the default shipping option for large and fragile items will always be to a depot for collection. This includes items such as bathtubs, vanities, mirrors larger than 1200mm, mirror cabinets, toilets, and other large and bulky items.

Home Delivery: 

Home delivery is available for Sydney, Newcastle, Wollongong, Brisbane, Gold Coast, Sunshine Coast, Melbourne, Geelong, and Canberra, or if it is specifically mentioned as the shipping method during checkout. For Perth, Hobart, Darwin, or regional remote areas, if you require home delivery, please contact us for a custom quote.

Shipping Information: 

When making a purchase online, shipping will be specified as either home delivery or depot pickup. You can check this information using the "Calculate Shipping" button on our website. Simply input your postcode, and it will calculate the shipping cost. If it says “home delivery” as the shipping method, it is going to your shipping address. If it says or mentions the word “depot,” it will be going to a depot.

Special Notes:

• For Perth, Hobart, and Darwin, deliveries will always go to a metro depot in the city. Regional depots need to be custom quoted by our staff.
• If standard “shipping” is shown and it is a large item, and you are in Perth, Hobart, Darwin, or regional remote areas, it will still go to a depot. We will send you an email with the depot details.

Confirmation: If the shipping type is not indicated, ATS will email you to confirm the shipping method before dispatch.

For any questions or assistance, please contact us via email at [email protected] or call us at 02 9621 1477.

Where is Local Delivery Available?

Local delivery is available only in Sydney and Melbourne, where our main distribution centers are located.

Benefits of Local Delivery:

• Bundled Items: Ideal when you bundle items together.
• Faster Shipping: Provides a quicker shipping option.
• Cost-Effective: Standard shipping charges accumulate with each item, but local delivery can be more economical for multiple items.

Large & Fragile Delivery

For single-unit products that are large and fragile, we offer a specialized delivery service to ensure they are handled with the utmost care.

For more information or to arrange local delivery, please contact us via email at [email protected] or call us at 02 9621 1477.

Yes, we can deliver to businesses. Driveways and easy access from the street are preferred for deliveries. If your business is located in unit complexes, narrow or congested roads, or otherwise difficult-to-access sites, the delivery driver may require additional assistance.

Please inform us before dispatch if access is limited at your business. Delivery drivers may apply redelivery costs if they cannot deliver the products upon arrival.

For any questions or assistance, please contact us via email at [email protected] or call us at 02 9621 1477.

If you would like us to hold your order and delay dispatch and delivery until you are ready, please contact us prior to ordering to determine if this is possible. Otherwise, orders will be dispatched promptly, as we process them immediately.

For any questions or assistance, please contact us via email at [email protected] or call us at 02 9621 1477.

As deliveries are generally handled by third-party services, ATS does not control exact delivery times and therefore we do not offer express shipping at this time. We offer faster dispatch; please contact us if this is needed, as it is evaluated on a case-by-case basis.

Dispatch times vary depending on the product; please refer to the product page for specific delivery estimates. If something is urgent, it is best to call us directly.

For any questions or assistance, please contact us via email at [email protected] or call us at 02 9621 1477.

Yes, pickups are available upon request from our Blacktown (NSW) or Campbellfield (VIC) Warehouses. After placing a pickup order, we will contact you regarding product availability and provide the pickup address.

Same-Day Pickup:

• If you need same-day pickup, please contact us to see if it is possible.

Items Not Immediately Available:

• For items not immediately available, we will inform you of the lead time (typically 1-3 business days). Custom items or non-stocked items will take longer.

Pickup Window:

• Once marked ready for pickup, customers have 14 days to collect the item, or storage fees will apply.

Product Check:

• All fragile products are opened and inspected at pickup. No claims can be accepted for damaged items once an item has been picked up.

Campbellfield Pickup:

• For Campbellfield pickup, please contact us to order and arrange.

For any questions or assistance, please contact us via email at [email protected] or call us at 02 9621 1477.

Currently, we do not offer international shipping outside of New Zealand. If you are located in New Zealand and interested in placing an order, please contact us to discuss the details and receive a custom shipping quote.

For more information or to arrange shipping to New Zealand, please contact us at [email protected] or call us at 02 9621 1477.

We currently do not offer the option to schedule deliveries for a specific date and time. However:

• Sydney: If you are located in Sydney, reach out to us as soon as you make the order or prior to ordering. We will try our best to work with you to arrange a convenient delivery time, but this is not guaranteed.
• Newcastle, Wollongong, Melbourne, Brisbane, Gold Coast, Sunshine Coast, Canberra: We can add your delivery to our runs, but we cannot guarantee a specific date. However, we can check and inform you when it is expected to arrive.
• Perth, Darwin, Hobart, Adelaide, Regional and Remote Areas, and Non-Metro Areas: Refer to the tracking information emailed to you for delivery updates.
• Smaller Items Australia-Wide: For smaller items with tracking, please refer to the tracking information provided in your email for delivery updates.

For any questions or assistance, please contact us at [email protected] or call us at 02 9621 1477.

We offer a variety of payment methods to ensure your shopping experience is convenient and secure. Our accepted payment methods include:

• Credit/Debit Cards: Visa, MasterCard, American Express
• PayPal: Secure and easy online payments
• Bank Transfer: Direct payments to our bank account
• Afterpay: Buy now, pay later option

For any questions or assistance, please contact us via email at [email protected] or call us at 02 9621 1477.

Yes, you can pay with Afterpay at ATS for orders under $2000. Afterpay allows you to buy now and pay later in four equal installments, making it a convenient option for managing your budget.

For any questions or assistance, please contact us via email at [email protected] or call us at 02 9621 1477.

Yes, you can pay using bank transfer at ATS. To do so, please contact us so we can provide you with the necessary bank account details and an invoice for your order.

For any questions or assistance, please contact us via email at [email protected] or call us at 02 9621 1477.

Yes, ATS offers trade accounts on a case-by-case basis for eligible businesses. Trade accounts provide benefits such as special pricing, priority service, and access to exclusive products. Please note that we do not offer trade accounts for one-off or infrequent orders.

To apply for a trade account, please provide the following information via email to [email protected]:

• ABN
• Contact name
• Contact email
• Contact mobile
• Billing address
• Shipping address
• Instagram
• Social media links
• Expected monthly spend

For any questions or to apply, please contact us via email at [email protected] or call us at 02 9621 1477.

Deposits are only applicable for custom orders with a value of $1000 or more. A deposit of 50% is required for these custom orders. All other orders must be paid for in full. If storage is needed, full payment is required.

To arrange a deposit payment for custom orders, please contact us to discuss the details. We will provide you with the necessary information and invoice.

For any questions or to arrange a deposit, please contact us via email at [email protected] or call us at 02 9621 1477.

ATS Tiles & Bathrooms offers warranties on many of our products to ensure customer satisfaction and peace of mind. Warranty details vary depending on the product and manufacturer. Please refer to the product page for specific warranty information.

General Warranty Information:

• Coverage: Warranties typically cover manufacturing defects and issues related to workmanship.
• Duration: Warranty periods differ by product and can range from 1 year to a lifetime.
• Claims: If you need to make a warranty claim, please contact us with your order details and a description of the issue.

How to Claim:

1. Contact Us: Reach out to us via email at [email protected].
2. Provide Details: Include your order number, product details, a description of the issue, and photos or videos clearly showing the problem.
3. Assessment: An assessment will be made by us and the product suppliers, and we will guide you through the process.

For any questions or assistance with warranties, please contact us via email at [email protected].

Freight-Related Damage:

• If you notice any freight-related damage to your goods upon arrival, please notify the delivery driver at the time of delivery.
• All goods need to be checked upon receipt. If you notice damage, it must be reported within 24 hours of receiving the delivery. Claims made after this period will not be entertained.

Reporting Damaged Goods:

• If your product has been damaged in transit, please email us at [email protected] within 24 hours. Include:
• Clear photos of the product issue and the box/packaging
• Your order details
• Your name and contact details
• Any other relevant information
• This will then be checked and assessed by our support team, as products are checked prior to dispatch for any damages or defects.

Damage Claims:

• Goods stored on building sites or moved around by trades are not covered after the 24-hour period, as ATS cannot determine when or how the damage occurred, and insurance will not cover this type of damage.
• It is crucial that your trades, such as plumbers and electricians, inspect goods before installation. Goods damaged during or after installation are not the responsibility of ATS or our suppliers.

Faulty Goods:

• Goods found to be faulty due to manufacturing defects are covered by product warranties. These claims are usually handled by the product supplier or manufacturer, who provides after-sales service support for goods properly installed by licensed trades, such as plumbers and electricians. Supplier details are typically found on the product page or their website. You can also email our team at [email protected] for assistance.
• If a good is found to not be faulty and a service call is made, a service fee will be applicable.

Insurance, Local Deliveries & Deliveries by Private Drivers:

• Our 24-hour delivery transit insurance does not cover customer warehouse pickups, local deliveries by ATS (NSW), or deliveries made by private drivers. These deliveries are opened and inspected upon receipt between the customer and the driver. Our team checks products prior to pick up or delivery to ensure there is no damage to the goods.

Claims Process:

• All claims need to be documented and made via email to [email protected]. Claims cannot be made via telephone.

Under our current policy, we do not offer exchanges or returns for products purchased in the incorrect size. This policy is in line with Australian Consumer Law, which does not require businesses to provide a refund or exchange if you simply change your mind or make a wrong selection.

Please carefully check the product specifications and measurements before completing your purchase to ensure it meets your requirements. Information for each item can be found on the product page. If you need further assistance, feel free to contact us at [email protected] or call us at 02 9621 1477.

Tracking your order depends on the type of item and the shipping method used:

Small Items:

• Orders shipped via standard courier services will include tracking information.
• You will receive an email with tracking details once your order has been dispatched.
• Use the provided tracking number to check the status of your delivery on the courier’s website.

Large and Oversized Items:

• These items may be shipped via private drivers and may not include tracking information.
• For deliveries in Perth, Darwin, Hobart, Adelaide, and regional non-metro areas, tracking information will be emailed to you.
• Private drivers will text you on the morning of delivery to confirm it is arriving that day.
• They will also call you with 30-60 minutes' notice before arrival.

If you have any questions or need assistance tracking your order, please contact us at [email protected] or call us at 02 9621 1477.

If you did not receive a tracking number for your order, it could mean one of the following:

Large and Oversized Items:

• These items may be shipped via private drivers, and tracking information may not be provided. This applies to deliveries in Sydney, Newcastle, Wollongong, Canberra, Melbourne, Geelong, Brisbane, Gold Coast, Sunshine Coast, and selected remote areas with the home delivery option chosen during checkout. Instead, you will receive a text on the morning of delivery confirming it is arriving that day and a call with 30-60 minutes' notice before arrival.

Small Items:

There may be a delay in generating tracking information. If you have not received tracking details within a reasonable timeframe, please contact us for assistance.

Regional and Non-Metro Areas:

• For deliveries in Perth, Darwin, Hobart, Adelaide, and regional non-metro areas, tracking information will be emailed to you. If you did not receive this email, please check your spam or junk folder.

If you need further assistance or have not received your tracking number, please contact us at [email protected]. We will be happy to help you track your order.

We currently do not offer the option to cancel orders once they have been placed, as we process them immediately.

If you have any concerns or questions about your order, please contact us at [email protected] or call us at 02 9621 1477. We will do our best to assist you.

If you receive the wrong product, please contact us as soon as possible to resolve the issue.

To expedite the process, please provide the following information in your email:

• Your order number
• A description of the incorrect item received
• Photos of the incorrect item and the packaging

Once we receive this information, our support team will assist you in correcting the order.

Please contact us at [email protected] for assistance.

Yes, you can change your shipping address after placing an order, but this request must be made within 24 hours of ordering and before your order has been dispatched.

To request a change, please email us at [email protected] using the same email address you used to place the order. Please include your order details and the new shipping address.

Please note:

• If your order has already been dispatched, an address change will be rejected.
• If the address change affects the cost of shipping, an additional shipping fee will apply.

For assistance with changing your shipping address, please contact us at [email protected] or call us at 02 9621 1477.

Orders are typically packed within 1 to 3 business days after payment is received. Standard lead times vary depending on the item and location, and can be seen on the product page. Custom items or non-stocked items may take longer to pack. Large orders and large mirrors over 1200mm may require additional packing time, approximately 2-7 business days.

Shipping Time:

Refer to the individual product page for accurate lead times on the products you are interested in. Otherwise, CLICK HERE to see the rough standard estimate on shipping time.

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Disclaimer: Non-metro and regional areas may have additional shipping time, approximately between 3-15 business days.

Tracking Information:

• Orders using couriers will receive tracking information via email once dispatched.
• Larger items and some small items shipped with private drivers will not have tracking information. Instead, expect delivery within the specified timeframe.
• Private drivers will text you on the morning of delivery to confirm it is arriving that day.
• They will also call you with 30-60 minutes' notice before arrival.

Express Delivery in Sydney:

• For Sydney, there is an option for express delivery that can sometimes be the same or next business day. Please contact us to arrange this service.

If you require faster delivery or more accurate shipping times, please contact us to discuss your needs and we will do our best to accommodate your request.

You will receive an email notification with tracking information once your order has been packed and dispatched.

For any questions or assistance, please contact us at [email protected] or call us at 02 9621 1477.

If your order hasn't arrived within the expected timeframe, please follow these steps:

1. Check Tracking Information:

• For orders with tracking, refer to the tracking information provided in your email to see the latest updates on your delivery status.

2. Contact Us:

• If there are no updates or if you did not receive tracking information, please contact us for assistance. Provide your order number and any relevant details to help us locate your order.

You can reach us at [email protected] or call us at 02 9621 1477. We will investigate the issue and provide you with an update as soon as possible.

Small Items:

• Typically include items like taps, showerheads, small basins, accessories, and smaller mirrors under 1000mm.
• These items can be easily handled and shipped via standard courier services and usually come with tracking information.

Large and Oversized Items:

• Large items include products such as vanities, toilets, larger basins, mirrors over 1000mm, and mirror cabinets.
• Oversized items refer to very large or heavy products like bathtubs and large format tiles.
• These items may require special handling, and shipping may be done via private drivers without tracking information.

If you have any questions about whether an item is considered small, large, or oversized, please refer to the product page for specific details or contact us at [email protected] or call us at 02 9621 1477.

You can contact our customer support team in the following ways:

General Inquiries:

• Email: [email protected]
• Phone: Call us at 02 9621 1477 to speak with a customer support representative.

Support and Warranty Claims:

• Email: [email protected]

Our customer support team is available to assist you with any questions or concerns you may have.

No, we do not offer installation services. However, we recommend using licensed and professional installers to ensure your products are installed correctly and safely.

For any questions or assistance, please contact us at [email protected] or call us at 02 9621 1477.