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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.

How much do Sample Boxes cost?

Sample Boxes cost $10/each. Each Sample Box can contain a maximum of 5 samples. Rural delivery costs an additional $5 per box.

Do you deliver Sample Boxes internationally?

At this stage we do not offer international shipping outside of New Zealand.

How long will Sample Box shipping take?

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.

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 are the Sample Box delivery charges?

New Zealand delivery is free unless to a rural address, in which case there is a flat rate of $5.

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.

Why can’t I put more than 5 samples in my SampleBox?

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.

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.

I’ve placed an order for a Sample Box – what happens next?

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: websales@flooringxtra.co.nz

I want to cancel or return a Sample Box order that I have placed

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 websales@flooringxta.co.nz 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.

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.

Why doesn’t every product have a sample available to order?

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.

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.

Why can I only put one sample of each product in my cart?

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.

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?

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 websales@flooringxta.co.nz 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 - https://www.flooringxtra.co.nz/terms-and-condition...

I want to exchange or return a rug that I have purchased online, what should I do?

If you have changed your mind about a rug that you have purchased online and you want to return it for a refund, there will be a restocking fee of 5% of the purchase price as well as a freight cost to return the rug. The freight charge will be variable according to the size of the rug and your location. The restocking and freight return fee will be deducted from the total sum refunded back to you. Returns remain the responsibility of the purchaser until received by Flooring Xtra.

If you have purchased a rug online and wish to exchange it for another rug, there will be no restocking fee charged however there will be a freight charge to return the original rug. Returns remain the responsibility of the purchaser until received by Flooring Xtra. Any exchanges will be sent back to the purchaser for FREE.

We have 3 rules of returns and exchanges.

  1. Item(s) must be returned within 30 days of purchase. 30 starts from the date of purchase;
  2. Item(s) must be unused and in new condition with any original tags and labelling still attached; and
  3. Item(s) must be in the original packaging which must be in original condition.

If your item matches all of these conditions, you can lodge a return or exchange. To request a return or exchange, please email websales@flooringxtra.co.nz with your order number and request.

Items purchased online cannot be returned to our physical stores.

When will I receive my refund or exchange?

Returns are sent back via courier so they take 2-7 business days to reach our warehouse. Providing the 3 rules of returns and exchanges have been met, your request will be processed within 1-3 business days.

Refunds will be processed back to your original payment method, please note that your bank may need 3-5 days to clear the funds back into your account.

Exchanges will be sent on courier free of charge, taking 2-7 days to reach you depending on your location.

Keep an eye out for email notifications – we will update you along the way!

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

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Flooring Xtra is New Zealand's largest flooring retailer, with 58 stores located across the country. All Flooring Xtra stores are proudly New Zealand owned and operated, so you can rest assured that when you shop with Flooring Xtra you're supporting hard working Kiwi families and their local communities. Our stores specialise in both residential and commercial flooring solutions, with all stores offering full end to end installation services. Shop and browse our extensive product ranges today, including: carpet, timber, laminate, vinyl, lino, luxury vinyl tiles, underlay, rugs, garage carpet, floor cleaning kits and floor accessories. There's something for everyone at Flooring Xtra!