Shipping policy

Last updated: October 3, 2025

 

At The Floor Bar, we aim to make delivery of your flooring products as smooth and reliable as possible.

This policy applies to orders within South Africa only. International shipping is not currently available.


Order Processing & Delivery Timeframes

  • All of our flooring products are manufactured to order once payment is received.
  • All estimated times assume orders are placed on a business day and do not fall on weekends or public holidays.
  • Business days exclude South African public holidays (per the official government calendar).
  • Order manufacture:
    • Black tiles, edging, and adhesive: 1–2 business days.
    • Colour tiles and edging (components in stock): 3–4 business days.
    • Colour tiles and edging (components not in stock): Timeline will be confirmed with the customer within 1-2 business days of order placement.
  • Order fulfilment:
    • Orders are batched, prepared and shipment orders placed with our courier on Monday and Wednesdays.
    • Courier collection and customer pick up occurs on Wednesdays and Fridays between 12:30 and 16:30.
    • Note: Orders placed after batching cut-off may roll over to the next cycle.
  • Total estimated fulfilment time (from payment to ready for collection):
    • Black tiles, edging, and adhesive: 2-6 business days.
    • Colour tiles and edging (components in stock): 7-8 business days.
    • Colour tiles and edging (components not in stock): Timeline based on confirmed manufacturer time.
  • Courier delivery times apply after fulfilment is complete:
    • Local: 1–2 business days.
    • National: 3–4 business days.
    • Regional / outlying areas: 3–5 business days.
    • Delivery timelines apply from the next business day after collection.
    • Customers will be kept up to date on delivery progress by the courier.
  • Customer Collection at the Pickup Point:
    • Available on Wednesdays and Fridays following order fulfilment completion.
    • If a customer cannot collect on the advised day, alternative arrangements can be made after fulfilment is confirmed. Please email sales@thefloorbar.co.za. (Applies only to customer pick up, not courier deliveries.)
    • Customers will be notified that their order is ready for pickup if this option was chosen on checkout.
    • Customers must present their order confirmation/invoice and valid ID.
    • If collecting on behalf of someone else, a written authorisation and valid ID of the authorised person is required.
    • A signature will be required upon collection.
  • We strongly recommend inspecting your delivery upon arrival, as damage claims must be reported within 24 hours. Notify us immediately via email (sales@thefloorbar.co.za) or phone (0827008802).


Delivery Costs

  • Delivery costs are calculated automatically at checkout based on the weight, dimensions, and quantity of products in your order.
  • The final delivery fee will be shown as part of your itemised cost breakdown before you complete payment.
  • Delivery fees are non-refundable unless the goods are faulty, damaged, or incorrectly supplied (see our Refund & Return Policy).


Courier Service & Tracking

  • Deliveries are handled by our trusted courier partners.
  • Once your order has been fulfilled, you will receive a tracking number via email/SMS. For certain couriers, you can track your shipment directly on their portal using the provided link.
  • Delivery is made to the address provided at checkout. Please ensure your details are accurate.


Damaged, Delayed or Missing Orders

  • To help us resolve issues quickly, please notify us within 24 hours of delivery if your items are damaged, defective, or incorrect. This timeframe allows us to submit a claim with the courier, who requires claims to be made within 48 hours.
  • Claims received after 24 hours may not qualify for a refund or replacement.
  • If your order is delayed or missing, please contact us directly and we will assist in resolving the issue with the courier.
  • Notify us via email (sales@thefloorbar.co.za) or phone (0827008802).
  • For full details, please see our Refund & Return Policy.


Failed Deliveries

  • If no one is available to receive the parcel, the courier will attempt re-delivery or contact you directly.
  • Additional charges may apply for repeated delivery attempts or incorrect delivery details provided.
  • Should the courier be unable to deliver your order after several attempts (e.g. due to no one being available to receive it or an incorrect address provided), the order will be returned to us at our expense.
  • The original delivery fee will not be refunded for delivery failures caused by the customer. You will be responsible for the cost of any future delivery or reshipment.


Delays

  • Delivery timeframes are estimates based on our standard fulfilment. While we strive to meet them, unforeseen events (such as extreme weather, strikes, power outages, or force majeure) may cause delays. We'll notify you via email or SMS as soon as possible. In line with your rights under the Consumer Protection Act, you may cancel without penalty if delays are undue.
  • For manufacturing delays due to high order volumes or material shortages, we'll inform you promptly and offer options like rescheduling or a full refund if the delay exceeds 14 days.


Contact Us

If you have any questions about shipping or need help tracking your order, please contact us at:

Email: sales@thefloorbar.co.za

Phone: 0827008802