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Help + Info Centre

Have a question or need help? Simply search our FAQ and info pages below or use the contact form to get in touch.

FAQs

What do you sell online?

Currently we sell rugs and Sample Boxes (each Sample Box can contain a maximum of 5 samples).

To create your own Sample Box, simply browse through our extensive product ranges, if a product you like is available to order in a sample size, click the ORDER SAMPLE button to add it to your cart. You can also find the products available to order in our Sample Box under Products > Sample Box in the main menu. Once you have selected up to five samples, proceed to payment to complete your order.

What payment options are available?

For all online purchases, we accept most major credit cards including - Visa, Mastercard, Amex or Diners.

Buy now and pay later options are available through Oxipay. You can read more about this payment facility here.

What delivery service do you use?

For Sample Box deliveries we use Go Sweet Spot. Go Sweet Spot offer a number of different courier services throughout New Zealand. All parcels will require a signature on delivery for security and peace of mind for both ourselves and the customer.

Please ensure you supply us with a physical address, such as a workplace, where there will be someone present to sign for your item between the delivery hours of 9am - 5pm weekdays.

Please note, we cannot deliver to PO Box addresses.

Once we have fulfilled your order and the courier has picked it up, a tracking number will be sent to you to follow the progress.

Is it safe to enter my payment details online?

The Flooring Xtra website uses Secure Socket Layers (SSL) to encrypt all data, ensuring your personal data and card payment data are safe. Each payment is processed by an independent company’s secure payment system; therefore, we do not see, have access to, or store any payment card information.

Why is most of your pricing in brackets rather than a fixed amount?

Products available for purchase through the Flooring Xtra website display a fixed place. Products that cannot be purchased through the Flooring Xtra website (like rolls of carpet or hardflooring), are priced in brackets.

This bracket pricing gives you a ballpark indication of the price you can expect to pay for these products in store. Product pricing varies between Flooring Xtra stores (and freight to different areas of the country differs), so we recommend that you use this indicative pricing to help set your budget, and then see your local store for a definitive price on your favourite ranges following this. You can be sure that the price they give you for the product will not fall outside of this bracket.

Please note that pricing on our website for flooring is for the top covering only and installation and all other associated costs are additional.

Why can’t I buy flooring online?

Flooring is a complicated product to buy online for a number of reasons. It is inherently bulky and heavy, meaning transportation is not possible with a simple courier, rather heavy haulage is required and a forklift is often needed to unload the product at its destination. Accurately quantifying the right amount of product needed can be complicated process, particularly in the case of carpet where there are considerations to be made for the direction it’s to be laid in and the number of joins required.

In addition to the top floor covering, accessories are also often required to finish the floor. Accessories include underlays, smoothedge, doorbars, heat bond tapes, glues, self-levelling compounds, the list goes on. Requirements will vary between projects and can be difficult to identify without experience.

As you can see, flooring is not such an easy product to purchase online making this facility unavailable at this time.

Items that are available for purchase through the Flooring Xtra website are those that are more easily transportable and not so complex in their nature.

Do I need to create an account to shop with you?

No, if you prefer, you can checkout as a guest. We do recommend setting up an account as you will be able to track any orders and easily find items that are saved on your Wishlist.

When will I be charged?

You will be charged as soon as you have confirmed your payment and card details.

How do I track my order?

In your shipping confirmation email there will be a tracking link provided for your parcel, click the link to track the progress of your delivery.

What if I have received the wrong order?

Please contact us right away with your order number. We will get it sorted for you as soon as possible.

I want to cancel or return an order, what should I do?
I want to exchange or return a rug that I have purchased online, what should I do?
When will I receive my refund or exchange?
I would like to pre-order a particular rug. What is involved?

We offer pre-order on select rugs. This means you will be able to secure your rug before the release date. You will be required to pay the total amount due at the time you place your pre-order. For items available pre-order only, your order will be processed within one working day and you will be sent an email confirmation. If for any reason we are unable to meet the dispatch turnaround indicated on the product page we will contact you as soon as possible to let you know. Please note whilst we cannot guarantee an exact date of arrival, and can only give you an estimate, we will endeavour to keep you as informed as possible. Our returns policy remains the same for pre-orders and we are unable to provide a refund for change or mind, wrong decision or incorrect size. To get in touch regarding your pre-order, please email us at websales@flooringxtra.co.nz

How much do you charge for delivery of Sample Boxes, rugs & décor?

Flooring Xtra offers free shipping on all online orders over $200; whether that’s one rug or a combination of a rug, a décor item and a Sample Box.

For purchases under $200:
North Island non-rural delivery $5
North Island rural delivery $15
South Island non-rural delivery $10
South Island rural delivery $15

For Sample Box purchases only:
Free shipping for all urban areas
North Island & South Island rural delivery $5 per sample box

What the terms and conditions of purchasing DIY flooring online?