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, decor, DIY flooring, floor care products and our Flooring Xtra Sample Boxes.

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.

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, floor care products, rugs & décor?

For floor care products, rugs and decor items, there is a flat fee of $8.99 for urban delivery. And $15 for rural delivery.

If you purchase a Sample Box alongside a floor care product, a rug or decor item, and require rural delivery, the total shipping fee is $20. There is no shipping fee for Sample Box delivery to an urban address.

What the terms and conditions of purchasing DIY flooring online?