Frequently Asked Questions

Samples

When will I receive my samples?

Samples are dispatched on the same or next business day. You can expect to receive your samples within 1-5 business days. 

What if I would like to see more than 5 samples?

Please contact our sales team at sales@tiletouch.com.au

Tile Order Delivery

How long will it take for my order to arrive?

Orders are packed and dispatched within 24-48 business hours from confirmation subject to stock availability. Depending on your location in Australia will depend on when your order will arrive. See below for estimated arrival times for different locations in Australia; 

New South Wales
Hand unload (Small orders) – 3-4 business days from dispatch
Forklift/Crane unload (Medium to Large orders) – 4-5 business days from dispatch

Victoria
All orders – 3-5 business days from dispatch

Queensland
All orders – 4-6 business days from dispatch

South Australia
All orders – 6-7 business days from dispatch

Northern Territory
All orders – 7-12 business days from dispatch

Western Australia
All orders – 7-12 business days from dispatch

Tasmania
All orders – 7-12 business days from dispatch

How can I collect my order?

All orders are packed and may be collected from Sydney. When you have finalised your order on our website, please ensure to select the ‘Pick up’ option on checkout. Our Sales team will be in touch within 24 business hours to confirm your pick up location and order details.

What if I need my order urgently?

Please contact our Sales team by email (sales@tiletouch.com.au) before placing your order. Our team will be able to discuss different delivery options with you depending on your location. 

How much does delivery cost?

We offer a flat rate delivery service for all orders from $70 depending on your location in Australia. You will be provided with a shipping cost upon checkout of your order.

Returns

Can I return my order?

Yes. We do accept returns for exchange orders only, within 14 days from receipt of your order. Return shipping of the order must be organised and paid for by the customer and all boxes/ tiles must be in good condition. A 20% re-stocking fee applies. Please contact the Tile Touch sales team to discuss your return enquiry.

We encourage all customers to take advantage of our sample service and visualizer tool prior to order. 

Can I return a part of my order?

Partial returns are not available. All exchange returns must be sent back in the total quantity ordered. We encourage customers to seek advice from their tradesperson regarding the order quantity and wastage requirements. 

Cleaning Ceramic & Porcelain Tiles

What is the best method of cleaning?

Routine Daily Maintenance should be done using either clean water or pH neutral cleaners with a pH in the 7-8 range. These will not harm any tile, stone, grout or sealer used to protect the surface regardless of whether it is a penetrating or a coating sealer.

Heavy Duty Cleaning should only be done using alkaline cleaners with a pH in the range of 9-12.

All cleaners require time to work prior to any agitation and removal.

All cleaning, both routine and especially heavy duty, benefits from some degree of agitation prior to removal.

Never use acidic or solvent cleaners for routine or heavy duty cleaning. Acid and solvent based cleaners are problem solving compounds that should only be used when a specific issue arises that can ONLY be resolved by use of a problem solving compound. They are not for use on any type of consistent basis.

Remove spills as quickly as possible even on sealed surfaces. Removal of liquid spills is best done by “blotting” the liquid up using a dry white or colour fast absorbent paper towel rather than wiping up the spill. This way the spill is not spread over a greater area. Continue this process until the absorbent towel no longer can absorb any more liquid. Only then will you use an appropriate cleaner to remove any remaining surface contaminant. Applying a cleaner directly on the spill prior to “blotting” can lead to an increase in the size of the contaminated area as well as causing a potentially more aggressive contaminant which can be even harder to remove.

If you are having any specific cleaning or maintenance issues with your tiles, please contact the Tile Touch team who will be able to recommend specialised products for different issues you may be facing. 

Alternatively, Tile Touch recommends Aqua Mix Australia as the industry’s specialists in Cleaning and Maintenance. www.aquamix.com.au 

Tile Touch further recommends Aqua Mix Australia for all cleaning, sealing and maintenance products relating to Tiles and Stone. 

Sealing Tiles

Do I need to seal my tiles?

Any Ceramic or Porcelain tile which has been glazed will not need to be sealed as the glaze protects the base of the biscuit from absorption.

Do I need to seal my stone tiles?

Yes, we recommend all nautral stone/ marble tiles be sealed. Further, sealing prior to installation is recommended for best results.

Tile Touch supply Aqua Mix sealing products and recommend these products for all sealing requirements. Please inquire with sales@tiletouch.com.au

Fire Certification for Tiles

Are Fire Rating Certificates required for Ceramic or Porcelain tiles?

In many instances ceramic tile suppliers have been requested to provide fire ratings for ceramic tiles and the like.

Fire ratings are required by the Building Code of Australia (BCA) to ensure that if a building is on fire, that the material does not significantly increase the spread or intensity of a fire.

The fire ratings are generally required for new building work or major refurbishments as part of council requirements.

But why do we need our ceramic tiles and the like to have fire rating certificates when we all know that ceramics are a fire resistant material, being fired at over 1000 degrees?

The cost of conducting fire ratings for every project sounds daunting, however the NSW amendment of the Building Code of Australia 1.10 states that the requirements of do not apply if it is ceramic tile or the like and are considered ‘deemed to satisfy’ under the provision of the Building Code of Australia.

Transcript reference: Safe Environments Australia (NATA Accredited)

Slip Resistance for Floor Tiles

What are slip ratings?

Slip ratings are values provided to floor tiles after undergoing a slip test. These ratings are often used by commercial clients to satisfy a certain slip requirement by The Australian Standards for different floor areas. 

I heard that my floor tiles must have a certain slip rating. Does this apply to Residential homes?

No. Slip ratings are recommendations or requirements for commercial applications only.

Whilst commercial slip ratings may provide residential customers with some peace of mind, it is not a requirement when choosing floor tiles for a residential home.

As a residential client, you will be required to use your own judgement and discretion when deciding if a certain floor tile is suitable for the space you are tiling. 

I am a Commercial customer, how can I be sure of what rating I require for my floor application?

Please contact the Tile Touch sales team (sales@tiletouch.com.au) to discuss your intended application. Our highly experienced team will be able to direct you to the section of The Australian Standards slip recommendations which best applies to your intended application. Please see our Download Centre above to download Table 3B of the Australian Standards in relation to Slip Resistance.

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Download Centre

Download the Wet Pendulum and Oil-Wet Inclining Platform classification recommendations by the Australian Standards

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