FAQS

Have a questions?

We may have just the answer your’re looking for.

General

OTC is one of the leading bathroom retailers and we have been importing and supplying the Australian market with bathroom and kitchen products for more than 10 years. We stock a diverse collection of tiles, tapware, shower screens, vanities and accessories to suit various design and budget requirements. Despite the considerable amount of choice, our friendly and knowledgeable staff will ensure you won’t feel overwhelmed.

Yes, all Phoenix tapware and shower products meet stringent Australian Standards and comply with the Australian Government’s mandatory WELS testing. Phoenix Tapware also holds an Australian Standards Watermark licence AS/N253718. So you can be confident about the quality of our products.

OTC offers a comprehensive warranty, please refer to our warranty section here.

Mixer taps have become much more popular in recent years due to both their design and function. Mixer taps use a ceramic disc cartridge technology to mix and control the flow of water, as opposed to conventional tapware which uses a rubber valve system. Conventional three piece tapware can be fitted with ceramic discs although it is not always a standard inclusion, so whether you choose mixers or taps, it all comes down to your preference.

Order

To order simply click on the cart section of the website toolbar and then add each item you wish to purchase into your shopping basket. When you have made your final selection, follow the instructions on the page and proceed to checkout where further instruction is provided.

Once you have placed and paid for your order online, it will then be processed and sent through to Roselands store. We will contact you to organise delivery or pick up of your items when they are ready. If you have not been contacted by one of our team members within the estimated delivery/collection time, please contact us for an update on your order.

You will receive an order confirmation via email containing the details of your order once your payment has been made. Once your order has been processed and accepted, you will also receive an electronic receipt/invoice via email. This electronic receipt/invoice is required to collect your order or to accept your delivery. Please note: There may be a delay between when you receive your order confirmation and your receipt/invoice of up to 24hrs, however in most instances this will be much faster.

To track your order you will need your user name and password which you would have created when you placed an order with OTC. If you do not have these details then please send an email to online@otctiles.com.au and we will trace it for you.

If you have not receive an order confirmation after successful making a payment, please contact our customer service team via Live Chat or Email. If your order was successful we will be able to resend this to you.

If you wish to cancel an order, please contact us with the following:

Customer name
Order number
Date of order

If your order has already been dispatched to you (usually within 24 hours), you may not be able to cancel or return the order, please refer to our returns policy.

No, there is no minimum order value. We are more than happy to take any order small or large.

Unfortunately we do not sell direct to overseas, however feel free to contact us for a special arrangement.