When collecting stock from our warehouse: Please ensure that all boxes are checked while being loaded into your vehicle. If any boxes appear to contain broken stock, notify our warehouse immediately. We are unable to offer refunds or exchanges on broken stock discovered after it has been transported to the site.

For delivered stock: Our warehouse thoroughly checks all stock when packing and again at loading. If delivery has been arranged through TFO Commercial, any claims for broken stock must be made within 48 hours of delivery. If you have arranged your own transport, all claims regarding breakages must also be made within 48 hours of delivery.

We have the capacity to special order stock for specific project requirements, including sourcing unique tile and stone products for large-scale projects, all while adhering to your project timelines.

If a product has been discontinued, we can investigate whether the manufacturer:
a) Has remaining stock in their overseas facility, or
b) Can arrange a special production run, depending on the minimum order quantity (MOQ).

Please keep in mind that lead times will vary depending on the availability and production route chosen.

At TFO, we generally maintain a no refund or exchange policy. However, our Commercial Division is open to reviewing such requests on a case-by-case basis. When assessing a refund or exchange request, we consider several factors, including but not limited to:

• Whether the item is still in stock
• If the item has been discontinued
• Whether the same batch is available
• The quantity being returned
• The length of time since the stock was purchased

If a refund or exchange is approved, a handling fee may apply, with the percentage determined based on the above factors.

Our warehouse is open 7 days a week for pickups, with the following hours:

• Monday – Friday: 8am – 2pm
• Saturday: 9am – 2pm
• Sunday: 10am – 2pm

For packed orders:

• To ensure a smoother pick-up process, please call us at (02) 8728 7800 to confirm that your order has been packed.
• Enter the driveway at 111-121 Warren Road, Smithfield (photo below), follow the TFO signage, and proceed to Unit 3, Pick Up Area B.
• Upon arrival, please head to the TFO office with your invoice number, and our team will place your order in the pick-up queue.

For more information, please visit TFO Vehicle Loading Policy.

Delivery is an added service we offer, but please note that TFO does not have an in-house delivery service. Instead, we work with various third-party contractors to accommodate most site requests, even those that fall outside the standard.

The cost of delivery is passed on directly to the customer. We will do our best to meet your requested delivery date, but please note that it cannot always be guaranteed.

If you have a preferred freight provider, we encourage you to arrange your own delivery. For more information on the third-party contractors we use, please visit our website: TFO Delivery Information.

TFO’s business model is structured to avoid traditional trade accounts, allowing us to maintain a high volume of stock at low margins, which ensures the best possible prices for our clients. Instead of a set trade discount, our pricing is tailored on a project and product-specific basis. This approach allows us to provide competitive pricing customized to your unique needs rather than a fixed discount rate.

We require stock to be paid for prior to its release from our warehouse. However, as part of our Commercial Division, we offer flexible payment options for large-scale projects or special orders, such as managing deposits. This flexibility allows you to access stock without needing to pay the full order amount upfront.

We can also forward orders directly to your accounts team for seamless payment processing. Additionally, if an Osko bank transfer is made, stock can generally be released within a couple of hours, as the funds tend to clear immediately.