Currently we sell rugs, decor, DIY flooring, floor care products and our Flooring Xtra Sample Boxes.

For all online purchases, we accept most major credit cards including - Visa, Mastercard, Amex or Diners. We also offer Afterpay, buy now pay later.

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.

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.

You will be charged as soon as you have confirmed your payment and card details in the checkout.

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.

Please contact us right away with your order number. We will get it sorted for you as soon as possible.

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

For floor care products, rugs and decor items, there is a flat fee of $8.99 for urban delivery. And $15 for rural delivery.If you purchase a Sample Box alongside a floor care product, a rug or decor item, and require rural delivery, the total shipping fee is $20. There is no shipping fee for Sample Box delivery to an urban address.

Please refer to https://www.flooringxtra.co.nz/terms-and-conditions

Please refer to www.flooringxtra.co.nz/online-returns-policy

www.flooringxtra.co.nz/online-returns-policy

Please refer to www.flooringxtra.co.nz/online-returns-policy

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

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.

New Zealand delivery is free unless to a rural address, in which case there is a flat rate of $10.

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

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.

Please refer to www.flooringxtra.co.nz/shipping

You can manage your addresses in your Account by selecting the Account icon at the top right-hand side of the navigation. Click on the Account menu and then click Edit to update your existing address or click Add New Address to add a new address. If you need to update the email address registered to your Account, please email us at hello@flooringxtra.co.nz or assistance.

Head to your Account by clicking the Account icon at the top right-hand side of the navigation. Your most recent order will populate on the main Dashboard. To view your order history, click Orders from the menu on the left-hand side.

Save items from our collection of flooring, rugs, decor or floor care products online by selecting the heart icon. This will automatically add those items to your Wishlist. Find your Wishlist by navigating to the heart icon found in the top right hand corner of the website. You can remove an item from your Wishlist by clicking on the bolded heart either via the Wishlist page or the collection and product pages when browsing the site.

To update the email address registered on your Account, contact us by emailing hello@flooringxtra.co.nz for assistance.

You can contact us through the form on our Help + Info page www.flooringxtra.co.nz/contact under the store dropdown menu select either ‘Web Store’ or ‘Support Office’. We handle customer care enquiries mainly by email or social media, we don’t have a call centre. If you need to talk to a Flooring Xtra representative about product, installation, or your next project, then please ring your nearest store, their contact details can be found on our stores page www.flooringxtra.co.nz/stores

You can sign into your account at any time by selecting the user icon located in the top right-hand corner of the navigation menu. If you receive a message that says your email address/password isn't recognised, follow the steps below: Make sure you are attempting to login with the same email address and password you registered with.If you can’t remember your password click on the ‘reset password’ link on the login page. You’ll be prompted to enter your email address and we’ll send you an email with a link that will allow you to create a new password for your account. If you still can’t sign in, contact us by emailing hello@flooringxtra.co.nz, giving as much detail as you can about the issue including what you’ve done to try to resolve it so far and we will endeavour to help!

After you sign up and place an order, you should receive a variety of emails from us, which include a Welcome Email, Order and Shipping Confirmation emails, Promotional Emails (if you have selected to subscribe) and any responses from our Web Sales team. There may be a number of reasons why you're not getting these from us. Your email software may be marking our emails as junk mail. To stop this from happening, please add hello@flooringxtra.co.nz and websales@flooringxtra.co.nz to your email address book. If you need to query your email subscription, email us at hello@flooringxtra.co.nz and we'll look into this for you.

Please check your bank account to make sure you have sufficient funds in your account; your card details you are entering are correct (including expiring date and cvv number) and your billing address is the same one the card is registered to; your name appears exactly the same as on the card; your billing address is the same as the address linked to your card. If the problem persists, please try using an alternative card. If you feel you aren't getting anywhere then please contact our Customer Service Team by emailing websales@flooringxtra.co.nz

If you have sent an enquiry to any of our stores (or to the Support Centre), we will endeavour to reply to you within 24hours, if you have contacted us between 8:30am - 5:00pm, Monday to Friday. If you have not received a reply, or if you need to contact your store urgently, please give them a call, you can find their contact details on our stores page here www.flooringxtra.co.nz/contact

You should receive an order confirmation email from us within 10 minutes of placing your order. If you have not received this, your email software may be marking our emails as junk mail. To stop this from happening, please add websales@flooringxtra.co.nz to your email address book. Please also check you have typed the correct email address when placing your order. To check this, sign in to your account and view your order history. If your order is not recorded here, and you were not signed in at the time of placing the order, you may have used the wrong email address or spelt your email address incorrectly. If this is the case, or if for some other reason you are unable to work out why you are not receiving a confirmation email, please contact us by emailing websales@flooringxtra.co.nz

If you don't already have a Q Card or Q Mastercard, you can apply in store or online. Bring in your current identification e.g. NZ Driver Licence or Passport. We will process the application and advise you of the outcome. If approved simply take your current NZ Driver Licence into your Flooring Xtra store so that we can process the transaction.

If your application is approved, an annual account fee of $50 applies. $25 is applied to your account on opening and every 6 months thereafter. An establishment fee of $55 is charged when you open your account and use Long Term Finance (such as 18 months no payments & no interest).

It will take approximately 10 minutes to complete the application in our store. Your sales consultant will enter this into the Q Mastercard system which gives you a decision of the outcome.

Yes, you can separate your payment like this. If we have available a special finance offer there may be a minimum spend amount that applies for transactions.

Floor preparation needs can vary from job to job as some subfloors may only need a slight sand while others may require broken boards of a subfloor to be fixed or an entire floor space to be levelled. Not preparing a floor correctly can lead to your new floor covering not performing practically or aesthetically.The person visiting your home for a measure and quote can get an indication of the amount of prep work needed however, often the full extent is not revealed until the installer is onsite and has removed existing floor coverings and can make a full assessment. Unforeseen preparation will be additional to your quote so talk to your sales consultant to request a ‘heads up’ if this may be the case with your floor.

Carpet installations under 60sqm and hard flooring installations under 20sqm, typically take 1 day. Installations larger than this can take 2 days or more.Time may also need to be set aside for floor preparation before your chosen floor covering can be applied.

If you are keen on rolling up your sleeves to install your flooring yourself, it is best to talk to one of our in-store consultants first as some flooring types can be easier to self-install than others or require less specialised tools. Keep in mind that to uphold your manufacturer’s warranty of a product, it will need to be installed according to their installation standards which may be tricky when the installation is DIY. To make your project stress free and to protect your investment, all of our stores offer a full installation service. If budget is a factor, check out our generous interest free finance options that can help you towards your dream floor.

In most instances, your chosen flooring will need to be ordered specifically for your project. Depending on your selection, stock could be held within New Zealand, not yet available but due for production, an ‘indent’ product coming from Australia (taking a few weeks), or could be sourced from as far away as Europe (requiring a 3-month lead time).For this reason, it is important to let your sales consultant know what timeframe you are working to so they can recommend products accordingly. Some stores carry stock in their warehouses which can be accessed immediately if you are needing a quick solution.The timeframe for your installation will also be dependent on the availability of the installation labour. Depending on the time of year and the number of projects that we have going on at the time, availability will differ. You may be lucky to find an install date within a week or two of selecting your new flooring, but more often than not it will be a month or more out.

Flooring is a finishing trade so all other aspects of your build or renovation need to be completed prior to your flooring installation. It is important that all paintwork has been finished, dried and has had plenty of time to cure and harden. If your paintwork hasn’t had enough time to cure, scratches and scuffs are likely to be left on the walls and skirting boards.If you are having laminate or wood installed in your home, it may be best to leave your skirting boards off all together until after the installation for the best finish. Your sales consultant can guide you through this.

We can appreciate that timelines on building and renovation projects can often change. If there is any delay it is important to give us as much notice as possible to move your installation date. The rescheduled date will be at the nearest availability. If the change is too close to the installation or our installers arrive on site to discover the site is not ready for flooring, a cancellation fee may be incurred. To prevent these issues from occurring, it is important to keep us informed on how your project is progressing, what stage you are at and whether there may be a delay. Adding a few extra ‘buffer’ days into your timeline can also pay off when unexpected delays pop up!

It is important that you’re confident with your flooring selection, please ensure it is fit for purpose and you're happy with your colour and product choice prior to ordering. If you change your mind, it is likely that we will be unable to cancel your order due to the nature of the product (ordered and picked/cut specifically for your project).If you wish to cancel your order you will need to contact the Flooring Xtra store you purchased from to discuss the situation with them. If the store is able to cancel your order at their discretion, any associated freight, restocking and administration fees will be at your expense.

Your primary contact through the entire process will be your sales consultant. Along the way should you have any questions or concerns it is best to contact them to chat them through.If something doesn’t look right at the installation stage, your contact person remains your sales consultant. They will liaise with your installer to put things right or organise a site visit to inspect the issue.It is best to inform the store of any issues as soon as possible, to ensure they can be fixed before the floor is lived on, or potentially damaged. Often customers are shy about raising a problem however we want you to love your new flooring, so make sure you tell us your concern no matter how small it may seem.

Upon confirmation of your quote, you will be sent an invoice for your purchase. The deposit size required varies from store to store. A deposit is required for all jobs, regardless of size. As product is ordered specifically for your project (and often cut to size) and labour is committed for your installation, a deposit gives peace of mind that the transaction is going to be fulfilled. Your sales consultant can talk you through what the deposit size is and timelines for payments. To help you cover the costs of your new flooring, interest free finance options are always available.

There needs to be a clear path for easy access to the installation area and rooms receiving new flooring need to be cleared of all furniture. You can choose to do this yourself or our stores can organise this for you. If you do choose for this option, make sure that you let us know well in advance so that the right number of helpers are scheduled for your job. If you have any breakable valuables, it is best to move these to a safe area ahead of time.

You do not need to be home on the day of the installation. You can instruct our store on where you have left a key or if you need peace of mind, you can leave a key with our store ready for the installer to collect. Often it is easiest if customers are not home as it can be a Health and Safety issue if you are strolling through the work site. Some installations that use strong smelling adhesives or floor treatments may require homeowners to vacate the premises.If you do intend on being home during the installation, we ask that you stay away from the rooms receiving new flooring until your installer has finished. The same applies for any children or pets that will also be home at this time.

It is important that our installers have clear access into the home and to the rooms receiving the flooring. All furniture and belongings will need to be removed from the rooms receiving the new flooring, and the area will need to be clean and tidy. Our installers will also need to use electricity and water, so make sure these are available. All pets need to be isolated away from the installation areas. If your pets are kept outside, please ensure our friendly installers can come and go safely as they walk from their vehicle to the home.

An additional amount of product is always added to your order (often in the trade this is called ‘wastage’). From this, your installer has enough product to complete the job without too much ‘patchwork’ required. It also means that your installer isn’t caught short, leaving them unable to complete the job. Placing further orders for the same flooring (in the case of carpet) may mean you receive product from across different production batches. This may result in colour variations across your project, which is not ideal.You may be left with a few good size pieces of carpet which our stores can organise to be bound and made into mats (these work great at entranceways or on top of new carpet in front of fireplaces for extra protection).For hard flooring or sheet vinyl installations, saving a few extra planks or pieces of flooring somewhere safe and dry, will allow you to perform any ‘patch’ repairs on damaged areas of flooring in the future. We do not accept returns on any product that is left over from an installation.

With carpet, you may notice a slight colour variation between the sample, the bulk production dye lots and within production runs. These are monitored carefully and will be within industry standards.There may also be a slight difference between the samples viewed in store and the product purchased due to store samples being on display for some time and subject to fading. Also, once installed, 9 out of 10 times your chosen carpet will appear a good amount lighter during the day and near true to the sample you selected from at night. Hard flooring such as wood and stone of both real and replica variety, are designed to be natural looking products so knot, colour and grain variation between planks and tiles are only natural. Often samples only provide a limited indication of the overall look of the finished floor. Colour and design variations do not indicate a defect in the flooring.

If you have let your sales consultant know that something isn’t quite right, depending on the circumstances, they will typically schedule a time with you for an installer to pop back to complete remedial works, or will make a time with you to see this in person before taking further action.

To protect your investment, it is important that your new flooring is installed by a professional to achieve the best result visually. Manufacturer warranties also require correct installation. For your peace of mind, all installations through Flooring Xtra are covered by our Workmanship Warranty. This warrants the integrity of our laying service and in the event of faulty workmanship a promise to put it right. Each product is supported with a Manufacturer’s Warranty. This is separate to the Workmanship Warranty that covers your installation, supplied by Flooring Xtra. The Manufacturer’s Warranty is available for each product from your sales consultant.