Help + Info Centre
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.
At this stage we do not offer international shipping outside of New Zealand.
Once your order has been processed, most parcels will take up to 3-4 working days to get to you, unless you live rurally in which case your shipping may take longer. Please note, orders are not picked or packed on weekends, so if you order on Saturday or Sunday, it wont be actioned until the Monday.
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.
New Zealand delivery is free unless to a rural address, in which case there is a flat rate of $10.
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.
The SampleBox is designed to hold your favourite flooring choices. If you can’t narrow down your wishlist to just 5 samples, then we recommend that you visit your nearest Flooring Xtra store where you will be able to view thousands of products.
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.
You will receive an order confirmation email with the details of your purchase including; order number, the items you have purchased and delivery details. Once your item has been processed and picked, you will receive another email with the dispatch notification and the track and trace reference for the courier.
Should you have any questions or concerns, let our web team know: firstname.lastname@example.org
Prior to purchasing, please make sure you’re confident with your product selection, ensuring it’s fit for purpose and you’re happy with your colour choice(s). If you change your mind, it is unlikely that we will be able to cancel your order due to the nature of the product (ordered and/or cut specifically for your project).
If you wish to cancel your order you will need to contact the Flooring Xtra web team email@example.com to discuss your request with them.If we can cancel your order at our discretion, any associated freight, restocking and administration fees will be at your expense.
See our terms and conditions here for more detail.
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.
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.
Our website displays thousands of different flooring options and although we would like to sample all off these for you, due to practical reasons the SampleBox selection has been narrowed to our top selling ranges. You can rest assured that there are still hundreds of colours and designs to choose from in-store! If you're wanting a sample of a product that’s not available to order from our website, contact your local Flooring Xtra store, they can organise this for 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.
At this time, website customers can only purchase one sample of a product per order. If you wish to order more than one sample of a product, or view a sample in a larger format, we recommend that you visit your nearest Flooring Xtra store.
You will be charged as soon as you have confirmed your payment and card details.
Please contact us right away with your order number. We will get it sorted for you as soon as possible.
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.