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FAQS
HAVE A QUESTION? WE'RE HERE TO HELP
With one of Australia's largest ranges of flooring, we get asked a lot of questions. As such, we've put together a collection of the most common ones below.
Haven't found the answer you're looking for? Contact one of our friendly customer service representatives today. Alternatively, use the live chat feature found at the bottom of this page.
Ordering, Shipping, and Returns
We offer the following payment methods to all our clients:
- Credit Cards: Pay via Visa, Mastercard or American Express.
- Afterpay: Enjoy your purchase immediately. Pay later via four easy, interest-free instalments.
- PayPal: Pay using your PayPal funds, a nominated bank account or credit card of your choice.
- Direct Debit: To pay via direct debit, please contact us before proceeding with your order.
This depends on several factors:
- Stock availability
- Which brand you selected
- Your delivery location - rural or remote towns may take longer if multiple freight companies are required
- How long it takes our suppliers to dispatch an order
If all of the above factors are optimal and everything runs smoothly, orders generally take between 5 to 10 days.
Currently, we do not offer live tracking for orders. However, if your order is past the 10 working days mark please notify us and we will gladly track it for you.
Yes. All of our suppliers allow you to pick up your order for free from their warehousing. Most suppliers have warehousing in each state, but please contact us to double-check locations and availability.
If you are prepared to wait for backloads sometimes we can get much cheaper freight for you!
Any goods damaged during transit may be returned, as long as Online Flooring Store is notified on the day of delivery. Please do not sign for damaged goods. If only a few packs are damaged, please take photos and put a note on the signed document when receiving goods.
Please keep in mind that we do not accept returns due to left-overs or a change of mind.
Yes. It is preferred you are present for delivery. Otherwise, you will need to sign a document stating where to leave unattended goods. You take full responsibility for the goods upon delivery.
Please understand flooring is a very heavy and labour intensive product to deliver, and your assistance is key to keeping costs down for your purchase. If you live in Unit complexes, a Hi-Rise, 3 storey walk-ups, or properties with extremely hard access, our general freight companies will not carry flooring all the way into your home. If you do need your flooring delivered to your door in scenarios such as these, please contact Online Flooring Store beforehand to obtain a quote for the extra labour involved.
It will be replaced no questions asked. A representative from the supplier will first need to do an onsite inspection to verify the product is faulty. Only the manufacturer can make this decision, not Online Flooring Store.
Yes, we accept returns for damaged or faulty flooring. We do not accept returns of leftover product or if you change your mind.
With over 30 years of experience in the flooring industry, we have definitely learned a thing or two. We pride ourselves on offering the best prices in Australia along with the best selection of high-quality flooring.
If you would like to know more about our friendly, expert team, visit our About Us page.
We ship throughout Australia. In addition, we partner with the fastest couriers in Australia so you can buy your floors and have them delivered to you as soon as possible.
Seen a better price elsewhere? Get in touch with us and we will do our best to match it.
General Product Questions
Full manufacturers warranties apply. Please refer to specific products for details.
Floating floors "float" on top of the sub-floor below, meaning they are not directly attached (by means of nails or glue) to the sub-floor.
Floating floors get installed over solid timber floors, concrete slabs, and other structural subfloors.
First, an underlay is placed over the subfloor. Then the planks are locked to each other or glued to each other if it is a tongue and groove product.
The planks are not glued or nailed to the subfloor. A small gap is left around any edges to allow for expansion.
Aside from carpet, there are several options if cosy comfort is a priority when it comes to flooring. Solid or engineered timber makes an excellent option, along with hybrid, vinyl, or laminate (as long as they are installed with a dense, high-quality underlayment).
To make any floor feel warmer, try adding a high-quality rug, letting some sunlight in, and sealing any cracks in your walls or under doors. If you'd like to learn more about the warmest flooring choices, feel free to contact us or check out our in-depth blog on the subject.
Installation
No. Our experts at Online Flooring Store recommend using a certified tradesman at all times. However, certain products such as loose lay vinyl planks or our hybrid flooring ranges are more suitable for DIY. Timber flooring, in particular, is not meant for DIY installation.
Any flooring can be laid over ceramic tiles, although there are a few questions to consider first:
- Are the tiles solid or drummy?
- Are the tiles level, or have high lips?
- Will my doors need to be cut at the bottom to fit the new flooring thickness?
- Will there be issues with my transitions to the bathroom, laundry or carpeted areas?
While both hybrids and luxury vinyl planks can be laid over tiles, there are some factors to consider beforehand:
- Hybrid Flooring will cost far less in terms of floor preparation. For this reason, many people opt to go this route.
- Loose lay vinyl tiles or planks or luxury vinyl planks generally need a diamond grinder and flood coat to prepare tiles prior to installation, making this a rather expensive option.
Acoustic underlays are made of cork and rubber and act as a way to reduce noise for premises below. Australia legally requires this in situations where neighbours would be affected by excess noise.
Depending on your area's layout, it is often best to allow for extra flooring to cover any waste or cuts.
Style and Design FAQs
Whether you choose vinyl, laminate, or timber, the right plank size for your room is key. It is important to strike the right balance with plank widths to avoid overwhelming a room or making it feel cramped.
For example, a large room with 3" wide planks is at risk of feeling busy and cluttered. Alternatively, a small room with planks larger than 5" wide may feel even smaller.
Generally, we like to say that the bigger the room, the bigger the plank size you should choose.
The best flooring choice for you depends on where you wish to install it and your lifestyle.
A few important considerations when choosing flooring:
- Will it be installed in a wet area such as a bathroom or laundry room? If so, our high-quality vinyl planks are 100% waterproof and especially well-suited for areas prone to moisture or spills.
- Is real timber non-negotiable for you? If so, we offer both real timber and engineered timber based on your design preferences and needs.
- Do you like the look of laminate but worry about potential moisture issues? Our AquaPlank range features special technology that makes it resistant to moisture for up to 72 hours.
If you need additional help deciding on which flooring would best suit your space, please feel free to contact us.
If you are looking into updating your flooring but unsure of how to get started, visit our website for helpful blogs, to browse our extensive range of products, or to get in touch with one of our friendly team members.
Simply contact us and one of our experienced, friendly team members would be happy to provide you with a quote
What colour flooring goes with dark cabinets? Although we can't give you an exact answer, we do have a few recommendations:
- Avoid Matching - If you try to match the colours and they do not match exactly, they will clash. It can also be overwhelming if you have too much of the same colour.
- Consider Lighter Tones - The contrast of lighter flooring paired with dark cabinets can look especially beautiful and reflect more light throughout the room.
Thankfully, there are no hard and fast rules when it comes to your home decor. We are all about creativity and embracing the look you want.
One of the best ways to see if a certain type of flooring would look good in your home is coming to see it in person. Pictures often fail to convey the exact look of a product.
Contact Online Flooring Store
Is there a question we didn't address? If you have additional questions that we have not covered here, feel free to reach out to us and we would be happy to help.
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Online Flooring Store are a family operated business that is wholly Australian owned and operated. We provide industry leading service and the highest quality products.
Email: info@onlineflooringstore.com.au
Phone: 1300 702 201
ABN: 68625139068
Address:
4/3 Machinery Drive
Tweed Heads South
NSW 2486
We're a Certified Installer (Carpet & Resilient & Timber) with the Floor Covering Institute of Australia.
We're a member of the Australasian Timber Flooring Association (ATFA).