FAQ

SureMount FAQ's

Feel free to browse our FAQ’s or if we still haven’t answered your question please contact us directly https://suremount.co.nz/contact/

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FAQs

How high should I mount my TV and what size TV is best for my room

There’s no single “perfect” height – it depends on where you’re watching from – but these are good starting points:

  • Lounge / sofa viewing

    • Aim for the centre of the TV to be around 1.1–1.3 m from the floor.

    • This is roughly what’s shown in our diagram (about 1.2 m TV centre with a seated viewer).

    • A small amount of downward tilt can make higher-mounted TVs more comfortable to watch and help reduce glare.

  • Bedroom viewing from bed

    • Because you’re reclining, the TV can comfortably be higher on the wall.

    • As in our diagram, a good guide is the centre of the screen around 1.5–1.6 m from the floor, with the TV tilted down towards the bed.

    • A tilt or fold-down mount is ideal here so you can angle the screen for your neck and viewing position.

  • Standing / mixed-use areas (kitchens, gyms, bars, offices)

    • When people are mostly standing or moving around, you can mount the TV higher again – usually 1.4–1.7 m to the centre of the screen, depending on the space.

    • Use tilt to bring the picture back towards the main viewing area.

Rule of thumb:
Start with the height shown in our diagram (around 1.2 m to the centre in living rooms, 1.6 m in bedrooms) and adjust up or down based on your furniture, viewing distance, and whether you use a tilt mount.

Your picture already gives a nice, simple guide. You could add text like:

As a rough guide, many people find these viewing distances comfortable:
• 40" TV → about 2.4 m away
• 50" TV → about 2.8 m away
• 60" TV → about 3.2 m away
• 70" TV → about 3.8 m away

These aren’t strict rules – if you prefer sitting closer or further back, that’s fine – but they’re a good starting point when planning where to mount your TV and position your couch or bed.

Yes — pickup is available from our Tauranga warehouse by arrangement.
Please contact us prior so we can have your order ready.

We accept direct bank transfer along with MasterCard, VISA, AMEX, Apple Pay, Google Pay and Afterpay

New Zealand Delivery

We ship daily throughout New Zealand using trusted national couriers.

  • North Island: usually 1–2 working days

  • South Island: usually 2–4 working days

  • Rural Delivery (RD): please allow an additional 1–2 days

These timeframes apply once your order has been dispatched. Tracking is emailed automatically when your parcel is booked.

Australia Delivery

We now ship directly to Australia with full tracking.

  • East Coast (NSW, VIC, QLD, ACT): usually 7–10 days

  • South Australia & Tasmania: usually 10–12 days

  • Western Australia & Northern Territory: usually 12–14 days

Your order is entered into the Australia Post tracking system before it leaves New Zealand.
However, tracking will not update or become active until:

  1. The parcel clears Australian Customs

  2. It is handed over to Australia Post

This is normal — the tracking will “wake up” once the parcel is scanned in Australia.

Goods shipped from New Zealand to Australia are sold without NZ GST (15%).
However, Australian Customs may apply their own GST or duties depending on the value of your shipment.

Will I be charged Australian GST?

Possibly — it depends on Australian Customs.

  • Low-value goods (generally under ~AUD $1,000 including shipping):
    Usually no GST or duty is charged, but Australian Customs has full discretion.

  • High-value goods (generally AUD $1,000+ including shipping):
    May incur Australian GST and/or duties before Australia Post releases the item.

These charges, if applied, are collected by Australia Post or the courier handling your delivery.

New Zealand

All orders placed before 2:00pm (NZST) are processed the same business day.
Our team picks, packs, and books your order with our courier, and you will receive an automated confirmation email immediately.

Australia

We ship to Australia every weekday.

Here’s how the process works:

  1. Your order is dispatched from our Tauranga warehouse to our Auckland freight forwarder.

  2. The freight forwarder enters the shipment directly into the Australia Post system, which generates your AusPost tracking number.

  3. Your parcel is flown to Sydney for Australian Customs clearance.

  4. Once cleared, it is handed over to Australia Post, who completes the final delivery to your address.

An automated copy of your invoice is emailed out to you as part of the ordering process. If you should require further details please contact us.

With our team, honest advice and great customer service come free. We can offer you expert guidance on choosing the right TV bracket for your home. Some of the things we think you should consider for your TV mount include:

  • Where will you mount your TV? For example, if you plan to mount it higher than eye level, you might consider a tilt bracket. Or if you want it in a corner, you’ll want to go for a cantilever bracket.
  • How heavy is your TV?
  • What size is your TV?
  • Also, check the back of your television for spacing between horizontal and vertical mounting holes.

If you have a larger TV it is advisable to choose a TV bracket that will allow you to level it without having to remove the TV from the bracket, or needing to take the bracket back off the wall.

Search up the product you are after and inside the product description is a link to the relevant manual. Just click on the link and download the PDF copy of the manual.

If you need to return a product please download, fill out our Return-Request-Form and return it to sales@suremount.co.nz.

Please Note: Products need to be in a saleable condition and within 30 days of purchase.

SureMount accepts international returns; however, the process is slightly different from New Zealand orders.

If you wish to return an item from outside New Zealand:

  • Return shipping costs are the responsibility of the customer unless the product is faulty or an incorrect item was supplied.

  • All returned products must be unused, in original condition, and include all packaging, accessories, and hardware.

  • We recommend using a tracked and insured courier service, as SureMount cannot be held responsible for goods lost or damaged in transit.

  • For Australian customers: returns must be sent back to our New Zealand warehouse, not Australia Post.

  • Refunds are processed once the goods have been received and inspected at our warehouse.

Before sending your return, please contact us first so we can provide the correct return address and instructions.

Split your purchase into 4 instalments

You'll pay your first instalment at the time of purchase, and the remainder every fortnight.

No fees when you pay on time

With interest-free instalments, the only fees are for late payments. You can find your payment schedule in the Afterpay app and we'll send you regular reminders.

Enjoy instant approval decision

You’ll know you’ve been approved within seconds. Orders ship as they would with any other form of payment, as quickly as you choose.

VESA is the international standard that most TV manufacturers adhere to for the mounting hole pattern on the back of your TV. Measuring the distance between the (four) horizontal and vertical holes on the back of your TV is the fastest and easiest way to find the VESA size for your TV. The first distance stated for a VESA interface is always the horizontal distance. The second distance is the vertical distance between the holes.

Measure the horizontal and vertical spacing (centre-to-centre) between the mounting holes on the back of your TV.
Common VESA patterns include:

  • 100×100

  • 200×200

  • 400×400

  • 600×400

  • 800×400 (large screens)

All SureMount brackets list the VESA patterns they support.

Most SureMount brackets are designed for DIY installation, and many customers install them themselves with basic tools.
However, you should consider using a professional installer if:

  • You are unsure of your wall type (steel studs, masonry, gib over concrete, etc.)

  • Your TV is very large or heavy (75″–98″)

  • You need to run cables inside the wall

  • You aren’t comfortable drilling into the wall structure

  • Your wall studs do not line up with the mount location
    Using an installer ensures correct fixing, weight distribution, and safe cable management.

Yes — if the correct fixings are used.
Metal studs are thinner than timber, so standard wood screws are NOT suitable.
Your installer (or you, if DIY) must use:

  • Toggle bolts,

  • Spring toggles, or

  • Specialty metal-stud anchors rated for TV loads.

SureMount fixed and full-motion mounts are widely used on metal studs when installed correctly.
If unsure, we recommend using a qualified installer.

Yes.
All SureMount brackets include fixings suitable for solid masonry walls.
Drill using a 6–8 mm masonry bit, insert the supplied plugs, and use the included bolts.
This is often the strongest mounting surface.

Yes — for timber or metal-framed walls, the TV must be fixed into studs.
A stud finder is recommended.
If studs are offset from the ideal screen position, many SureMount brackets offer lateral shift so you can still centre the TV.

If installing on masonry, you do not need studs.

Typically:

  • Electric drill

  • Stud finder

  • Level

  • Socket set or screwdriver

  • Tape measure

  • Pencil
    All required bolts, screws, washers, and spacers are included in the kit.

Yes — certain SureMount brackets are designed specifically for this, including:

  • SMCM211 (folding ceiling/under-cabinet mount)

  • Motorised fold-down mounts (SMFDC series)

  • Projector mounts with 45° ceiling plates

Always check the product’s tilt range and ceiling compatibility.

🔧 Installer’s Tip — Why Spacers Are Sometimes Needed

Flat-to-wall TV mounts sit very close to the wall. While this gives a clean, modern look, some TVs have rear-facing HDMI or power ports that can be difficult to access once the TV is mounted.

Because of this, professional installers often use small spacers or washers behind the TOP mounting holes (on the TV side of the bracket).
This creates a very slight forward tilt — usually only a few degrees — and provides three key benefits:

1️⃣ Easier Cable Access

Some TVs have bottom or rear-facing ports that sit extremely close to the wall.
A small forward angle gives:

  • More room for HDMI & power cables

  • Less pressure on connectors

  • Safer routing for thick cables (like power or ARC soundbar leads)

2️⃣ Better Viewing Angle

If your TV is mounted a little higher than eye level (lounge, bedroom, office wall, above a cabinet),
a slight downward angle can:

  • Improve the viewing comfort

  • Reduce screen glare

  • Make the picture appear more natural

3️⃣ Cleaner, More Even Finish

By relieving strain from cables and ensuring they bend naturally,
the TV often sits straighter, more evenly, and with less tension.

✔️ When spacers are recommended:

  • Your TV’s bottom input ports hit the wall

  • HDMI/power cables are being compressed

  • You want a small downward viewing angle

  • The mount is extremely slim (10–24 mm)

  • You’re mounting a large TV with recessed ports

  • You want easier plug-and-play access in future

This is a standard, safe installation technique used daily by professional installers — especially with slimline brackets.

Yes, BUT consider:

  • Heat rising from the fireplace

  • The TV may sit higher than eye level

  • A tilt mount is strongly recommended

  • Always test temperature: If the wall gets too hot to hold your hand on, it’s too hot for a TV.