Last updated: 5 October 2026
TilesMan provides transportation across the UAE, subject to product type, order size, route and site access. TilesMan does not offer free delivery on normal product orders. Transportation charges apply to normal delivered orders. Sample-only orders remain eligible for free delivery under the TilesMan sample programme, as shown at checkout. The applicable transportation charge is shown at checkout or confirmed on the quotation/order before payment. Local pickup, where available, is not a delivery service and therefore does not carry a transportation charge.
Transportation Charges
Transportation charges depend on the delivery location and may also depend on order quantity, product type, vehicle type, route and site-access conditions. Separate, split or repeat deliveries may incur additional charges.
Local pickup may be offered where shown at checkout or confirmed by TilesMan.
Delivery Scheduling
Delivery is scheduled after the order, payment requirements and product availability are confirmed. Any delivery date or time is an estimate rather than a guaranteed appointment unless TilesMan expressly agrees otherwise in writing.
Traffic, weather, road restrictions, vehicle availability, site rules, gate-pass delays or other circumstances outside TilesMan’s reasonable control may affect the schedule. TilesMan will communicate material changes where reasonably possible.
The customer or an authorised representative must be available to receive the order.
Offloading Is Not Included
TilesMan provides transportation only. Offloading is not included unless TilesMan has expressly agreed otherwise in writing.
The customer or contractor must arrange sufficient labour and any forklift, crane, trolley or other equipment required to safely offload and move the material.
The driver is not responsible for offloading, carrying material inside the property, moving material between floors or storing it on site.
Damage occurring during customer-managed offloading, handling, movement or storage after handover is not the responsibility of TilesMan, except to the extent applicable law provides otherwise.
Site Access and Gate Passes
The customer or contractor must:
- Confirm that the delivery vehicle can safely and legally access the site.
- Arrange all building, community, site and security approvals.
- Prepare any required gate pass before delivery.
- Provide the correct delivery location and a reachable mobile number.
- Advise TilesMan of vehicle-size, height, weight, access or delivery-time restrictions.
- Arrange a safe area for unloading and storage.
Driver, vehicle or company documents required for a gate pass can be requested from TilesMan. Requests should be made early enough to avoid delivery delays.
Waiting Time and Unsuccessful Delivery
The customer must ensure that labour, equipment, access approvals and gate passes are ready before the vehicle arrives.
Additional waiting, transportation or redelivery charges may apply where delivery cannot be completed because the customer/contractor is unavailable, the site is not ready, a gate pass is missing, suitable offloading labour/equipment is unavailable, the address or access information is incorrect, or the vehicle is refused entry.
Checking the Delivery
The customer or authorised representative should count the boxes and check the product, shade/batch labels and visible condition before signing or accepting the delivery.
Any visible transport damage, shortage or incorrect product should be noted on the delivery document where possible and reported to TilesMan within 24 hours of delivery, with photographs and order details.
A suspected manufacturing defect is handled separately under the Returns, Refunds & Exchanges Policy, including the 14-day manufacturing-defect reporting process.
Do Not Install Suspected Problem Material
If a product appears damaged, incorrect or defective, do not install, cut, drill, fabricate or otherwise use it until TilesMan has reviewed the issue. Installation of material with a visible or reasonably identifiable issue may affect eligibility for a refund under TilesMan’s voluntary claims policy.
Delayed Delivery or Collection by the Customer
Fully paid material will be reserved for up to 90 calendar days from payment or, for incoming products, from the date the complete order is confirmed ready.
The customer must arrange delivery or collection within this period. After 90 days, continued storage and retention of the same batch are not guaranteed. TilesMan may release the reserved batch and later fulfilment will be subject to current availability and batch availability.
Related Policies
For delivery assistance, use our Contact Us page or WhatsApp +971 54 399 1866.