COLLECTION & ​DELIVERY
FROM NERANG TILES

Tile Order Checklist

• I have read the Terms and Conditions of Sale.
• I have confirmed the correct quantity, batch, size, colour, finish and shade of goods have been ordered on my Tax Invoice & inquired/inspected if there is any variation.
• I have confirmed the information on my Tax Invoice is correct.
• I have measured & confirmed the quantity of goods with my tiler or builder.
• I have had reasonable time & opportunity or decided not to review a current batch sample before ordering.

Tile Collection

where to collect your order

​All goods are dispatched from the Nerang Tiles Showroom at 83 Lawrence Drive, Nerang QLD 4211.

​For directions please see here.  

​Present your Tax Invoice to the front desk inside the Nerang Tiles Showroom and staff will direct you to the correct loading area.

Is your vehicle suitable to collect tiles?

Please be advised - WE CANNOT OVERLOAD YOUR VEHICLE

For your safety and that of other road users we MUST NOT load your vehicle above the registered payload. We have many options available to assist you have your order delivered on time and without damage. 

If you offer to help us load your vehicle, you are acknowledging you are fit and are able to do so, you understand our product is often heavy and responsibility for this decision remains with you. 

Manual loading of the vehicle is the driver's responsibility. 

Safe Payload
​Your vehicle must be legally suitable to carry your order. 

Please take into account vehicle suitability & weight of the order, 50m2 of tiles can weigh as much as 1000kg (1 tonne).

As a general rule for trailers and 1 tonne rated ute trays we recommend no more than 40m2, this allows for a margin of safety if you have additional items to collect or your vehicle is already partially loaded.

Estimated Maximum Payload
Enclosed Van - 1135kg
Light 4WD UTE - 900kg
Light Tray Back UTE - 500kg
1 Tonne Back UTE - 1000kg
Style Side UTE - 775kg
Passenger Vehicle Variable - Based on gross vehicle mass less kerb weight
Single Axle Trailer - 350kg
Tandem Axle Trailer No Brakes - 250kg
Tandem Axle Trailer With brakes - 1600kg

What is a Payload
Payload is the total weight you are allowed to add legally and safely to the vehicle and includes your passengers, driver, luggage, the two ball load and any other accessories installed on the vehicle that do not come stock standard. Values are a guide only, please refer to your vehicle manufacturer for further specifications and detailed safety information. The unloading and transport of orders remains the customers responsibly to do so safely. 

Size of a Pallet
The size of the order pallet must also be taken into account, a standard pallet has a square width of 1.25m, if you are unsure of your vehicle suitability please contact your car retailer or check your vehicle manual for more information.

how to collect your order

You will receive a text message from Nerang Tiles when the order is ready for collection.

​​To collect your order visit 83 Lawrence Drive Nerang QLD 4211.

​Present your Tax Invoice to the front desk inside the Nerang Tiles Showroom and staff will direct you to the correct loading area.

forklift loading your vehicle

Pallets of tiles will only be loaded onto tray top utilities or trucks with clear unhindered forklift access.

Pantech style trucks and barn door vans will require restraining points suitable for securing the pallet to be forklift loaded otherwise they will need to be manually self-loaded.

Style side utilities and top hinged door vans cannot be forklift pallet loaded and will need to be manually self-loaded.

If your vehicle or trailer is suitable, warehouse staff will use a specially designed ‘lift off pallet’ and forklift. Our team is experienced in this operation, however some risks still exist. Please follow all instructions given by the warehouse staff. For your own safety you must keep at least 5m away from the forklift while it is in operation.

While all care is taken by the operator not to cause any damage to your vehicle/trailer, sometimes this is unavoidable, this process will be explained to you and it is entirely at your own risk if you choose the ‘lift off pallet’ loading process. Alternatively you are welcome to hand load the order yourself directly from the pallet to your vehicle.

Hand loading your vehicle

• You can choose to hand load your tiles to your vehicle. 
• Warehouse staff will direct you to a designated loading area for you to hand load your vehicle. 
• Please be careful when loading tiles. Tiles can be heavy and unstable when unpacking. We recommend bringing an able person to assist you. 
• Proper lifting techniques and a suitably able person should assist to prevent injury when lifting tiles. 
• If you load your vehicle, you are acknowledging you are fit and are able to do so, you understand our product is often heavy and responsibility for this decision remains with you.
  
  

Securing and Transporting Your Order

​It is 100% your responsibility to ensure your order is tied down securely & is legal and compliant to QLD Department of Transport & Main Roads.

The National Transport Commission has also published a Guide which provides guidelines to assist in complying with the load restraint requirements.

If you are driving a vehicle that is carrying a load, or towing a trailer that is carrying a load, you have to make sure that the load is restrained properly. Load restraint is not just about making sure the load does not come off —it is also about making sure that the load does not shift in a way that makes the vehicle unstable or unsafe.

Under the Queensland load restraint requirements, any load carried on or in your vehicle or trailer must:

• not be placed in a way that makes your vehicle unstable or unsafe
• be secured so it won’t move in any way that makes your vehicle unstable or unsafe
• be secured so it does not fall from your vehicle while driving—including driving consisting of emergency braking or turning suddenly
• not project from your vehicle in a way that is likely to injure a person, obstruct the path of other drivers or pedestrians, or damage another vehicle or anything else
• be restrained using an appropriate load restraint method.

​
Remember that you are fully responsible and liable for the safe and secure packing, loading and transit of goods and to ensure that any goods for transit meet the Queensland Load Restraint Requirements. 

maximum vehicle weight load

• Enclosed Van - 1135kg
• Light 4WD Ute - 900kg
• Heavy 4WD Ute - 1000kg
• Light Tray Back Ute - 500kg
• 1 Tonner Tray Back Ute - 1000kg
• Style Side Ute - 775kg
• Single Axle Trailer - 500kg
• Tandem Axle Trailer - 1600kg

Important Note
Customers transporting tiles using their own vehicles are responsible for ensuring all goods are secure and safe for transit in accordance with the Queensland Load Restraint Requirements.

Please read the National Transport Commission’s Load Restraint Guide: Guidelines and performance standards for the safe carriage of loads on road vehicles, Second Edition available on the National Transport Commission’s Website to make sure you understand how to safely transport your goods.

Unsecured loads on heavy vehicles can pose significant danger to road users. The law requires all people involved in the operation of a heavy vehicle to ensure that it is loaded safely and securely.
​

Tile Delivery

​Select this option if you would like Nerang Tiles to deliver your order to your site.

General Delivery Information

When you purchase your tiles you will be advised whether the tiles are in stock and ready for dispatch or if they have to be specially ordered. If the tiles are in stock and ready for dispatch then a staff member will assist in organising delivery at the time of purchase. 

If your tiles are not ready for dispatch you will receive a text message from Nerang Tiles when your order is packed and ready.

When you receive this text message, please phone Nerang Tiles on (07) 55 961 916 to book delivery a minimum of 7 days before required. Remember to make sure your order is fully paid before delivery, otherwise the order cannot be dispatched from the warehouse. 

It is your responsibility to ensure the contact number on the Invoice is correct and the preferred contact for delivery. Unanswered or non responsive contact numbers during delivery where contact is necessary or deemed required by transport may result in a failed delivery and redelivery fees will apply.

Deliveries are booked for a day slot. You will usually receive 20-40 minutes notice before delivery is to occur. The time of day of your delivery is subject to transport discretion and workload. Transport will attempt to provide an eta and meet any specific requests. 

Prepare safe access for transport and storage of your order prior to delivery. 

​​As soon as the order is delivered to the address/location specified by the customer it then becomes the customer’s responsibility to ensure the order is installed correctly and stored in a safe and secure location. No responsibility will be taken by Nerang Tiles or the delivery contractors for any order loss that is found to have occurred due to incorrect storage, handling or installation.

​Further information can be found on the back of your invoice or on the Terms and Conditions of Sale.

Truck and Forklift Delivery​

​Most of our orders are transported via a truck approximately 15m long, so it may not be able to access your street or house directly.

The truck comes with a self-unloading all terrain forklift which can transport each pallet from the truck to the front of the inside of the garage or street verge.

While forklifts are quite agile & maneuverable they are limited by narrow access, steep slopes, slippery conditions, retaining walls etc. Generally the forklift will require a minimum 2.6m width and 2.6m height clearance to access any site subject to the model and type of forklift. The operator will make a site assessment on the day and will place the order as close and as safely practicable to the area designated by the customer or an area the operator deems to be safe and secure. If there are no suitable areas on your Lot the order will be placed on the street verge. 

The forklift operator will not intentionally damage your property, therefore it may be too high of a risk or not possible to deliver some of the pallets exactly where they are needed.

Note: if the operator does not wish to attempt dropping a pallet in a certain location but the customer insists, then any damage or loss that may occur becomes the responsibility of the customer.

Hand Unload Delivery​

​Another method of delivery is for your order to be hand unloaded to the garage or front of the house from a four-wheel drive trailer.

Be mindful that because tiles are heavy, the delivery specialist will only unload your order within 5m from the trailer and only to the ground floor. This delivery method is not available for large format tiles (i.e. 600x1200). The delivery specialist will assess on arrival the most appropriate and safest parking area and unloading destination.

For further information please contact Nerang Tiles. 

Where Goods Will be Delivered​

​All orders are only delivered to ground level at the street verge or ground/underground loading bays designated by the customer subject to safe access.

​For hand unload deliveries, goods will only be delivered within 5m of the vehicle. It is the customer's responsibility to transport tiles to any site above ground level (this includes any and all types of steps) or further than 5m from the vehicle and ensure secure storage. 

Cancelled or Missed Delivery​

​In the event the goods cannot be delivered because:

• of restricted access;
• nobody is on site; 
• any other reason not caused by Nerang Tiles; or
• the transport company returns the goods to Nerang Tiles for any other reason;

you may be charged a missed delivery fee. Before cancelling a delivery, Nerang Tiles and the transport company will make reasonable attempts to contact you and fulfil delivery.

If you want to cancel a delivery you must notify Nerang Tiles 24 hours before the Delivery Date. Failure to do so may incur an additional delivery fee. 

Contact Nerang Tiles to re-schedule a new delivery date should your delivery be cancelled. 

Storage

​​Nerang Tiles extends the courtesy allowing four weeks to collect or have your order delivered. However due to limited space, after one (1) calendar month a $50.00 per week fee will apply and is payable on collection or before delivery of your order.