Question 1

What payment methods do you accept?

Accepted Answer

Visa, Mastercard and American Express

Question 2

Do you offer trade discounts?

Accepted Answer

We do! If you work within the trade industry, please complete this form to apply for the Verandah Trade program.

Question 3

How do I care for my Yabby products?

Accepted Answer

Keep your Yabby products looking as good as new by cleaning them regularly with a soft sponge or microfiber cloth, using a mild soapy detergent (dishwashing liquid mixed with water works great). Please steer clear of acidic cleaners, cream cleaners, bleaches, scouring scrubbers, steel wool or other abrasive cleaning supplies! Please go gently when cleaning your Yabby products — damage covered by improper care won’t be covered by warranty.

Question 4

How does pre-orders work?

Accepted Answer

Orders containing pre-order items will be held and shipped in full once the last due item arrives in our warehouse. We provide you with a tracking number and ETA once we’ve dispatched your order. Please place separate orders if you need an in-stock item ASAP.

Question 5

What addresses do we deliver to?

Accepted Answer

We deliver to all addresses Australia-wide serviced by Australia Post & specialised delivery freight partners. (Excluding PO Boxes) All deliveries are to street level only.

Question 6

Do we deliver overseas?

Accepted Answer

We currently do not offer overseas delivery. Please contact our sales team if you would like to organise your own international delivery using our warehouse at the pickup location.

Question 7

Do we offer Click & Collect?

Accepted Answer

Yes, we do offer Click & Collect from the TileCloud warehouse located in Rosebery NSW. You can select this option at the checkout.

Question 8

When will your order be dispatched?

Accepted Answer

Once your order has been placed through the website, you will receive an order confirmation via email. Our dispatch team will pick and pack your order as soon as possible.

Question 9

How long will delivery take?

Accepted Answer

We ship all orders using the Australia Post network and chosen freight partners. Delivery times are advised at the checkout after you input your delivery details.

Question 10

Do we offer express shipping?

Accepted Answer

Yes, we do offer express shipping with Australia Post for orders under 20kg. Select the express shipping option at the checkout when processing your order.

Question 11

How much does delivery cost?

Accepted Answer

We deliver Australia-wide using trusted freight partners and Australia Post - so no matter where you live, your order will get to you safe and sound. Here’s how it works: If your cart includes any bulky items (over 20kg), the whole order ships at our bulky freight rate. (Even if some items are light - like tapware or accessories.) Orders over 20kg Orders over 20kg are shipped via freight partners. Delivery timeframes depend on where you live. Delivery fees start from $70 (NSW metro) and vary by region. View the full breakdown below: Orders under 20kg: Orders under 20kg are delivered via Australia Post. Standard Shipping: From $4.95 for under 2kg Free on tapware orders over $1000 Express Shipping available: Starts at $11.95 If your cart is 20kg or under you'll be charged according to the table below: Need to Know Dispatch Time: 1-3 business days from our warehouse Peak Periods: Allow extra time during sales or holidays Check Your Postcode: Regional freight costs may vary

Question 12

How will my order be delivered?

Accepted Answer

For orders over 20kgs, we are unable to ship this with Australia Post and your order will be shipped with our chosen freight partners. Your order will arrive securely strapped to a palette, carefully wrapped to protect them from the elements and delivered to your kerbside using a tail-lift truck or via forklift. Depending on the delivery provider, as a courtesy, some drivers may attempt to call you 1 hour prior to delivering. Whilst we do advise that it's best for someone to be onsite to coordinate the delivery, it's not essential. If you are not home, the driver has an authority to leave and will deliver the goods to a safe location kerbside. Please understand that due to occupational health & safety insurance considerations, the driver is prohibited from moving the goods past this point. What should I do once my order has arrived? Whether your project starts in a few weeks or a few months, we strongly encourage you to check your order within two (2) business days of receiving them. This is to ensure you have received the correct items and that they haven't arrived damaged or faulty, and to submit a claim if required. Read on for a quick guide on how to check your order: Step 1: Check your item Your pallet will arrive securely wrapped in white film with orange security tape intact. If this is not the case, please take a photo and contact us immediately. Step 2: Inspect your order Verify the finish, colour, size and pattern match your order Count the quantity matches your order Check all boxes are labelled with the same shade and colour Inspect for any defects or damage In the unlikely event your order arrives damaged, faulty or incorrect, we will gladly EXCHANGE or REPLACE them. Refer to the returns, exchanges and breakages section for more information on the process or to submit a claim, please click here.

Question 13

Do your products have WaterMark accreditation?

Accepted Answer

Yes, all eligible products carry the WaterMark accreditation.

Question 14

Do your products have a WELS rating?

Accepted Answer

Yes, all eligible products carry a WELS rating.

Question 15

What warranty do you offer?

Accepted Answer

Yabby offers a lifetime limited warranty for both residential and commercial applications. For full warranty terms and conditions, see more here.

Question 16

How do I process a warranty claim?

Accepted Answer

Please email us at hello@yabby.com.au with details of the issue you are experiencing, photos of the products and your original order number, and we’ll get things sorted ASAP.

Question 17

Returns

Accepted Answer

We hope you love your Yabby product but if you’ve ordered more than you need or changed your mind about the colour combo, our return policy is here to help you out. All orders can be returned within 60 days of delivery for a full refund (excluding shipping fees). Please note that customers are responsible for arranging and paying for return shipping to Yabby’s warehouse. Products must be returned in the original packaging. To be eligible for a return you must be a full paying customer (if you did not purchase the product, you are not eligible for a refund). A receipt or proof of purchase is also required. To complete your return please fill out this returns form prior to sending your items.

Question 18

Can I return a product after 60 days?

Accepted Answer

Unfortunately, we can’t accept returns outside of the 60 day period.

Question 19

Can I return a product if I’ve already installed or used it?

Accepted Answer

Unfortunately, we can’t accept returns once the product has been installed or used..

General

Verandah Trade

Care and Maintenance

Pre Orders

Delivery

Product and Technical

Warranty and Returns