DELIVERY
We aim to deliver all orders within 3 to 15 working days (Monday to Friday) after your order is received. The average delivery time is 5-10 working days. Please note that our end-of-year closure period may affect delivery times, as explained below. If we are unable to meet our delivery timeframe, we will inform you as soon as possible. If we fail to deliver your order within a reasonable time frame, you can cancel your order and receive a full refund, as detailed under the "cancelled and changed orders" section.
We deliver directly to the following city locations: Melbourne (Dandenong South).
Due to the weight and size of our concrete sleeper products, delivery is not as standard as other building or construction materials and it requires that we use a transport truck with an all terrain forklift (Manitou).
Average delivery costs are around $450 but vary depending on order size and delivery location. Please contact us for a quote.
END-OF-YEAR DELAYED DELIVERY TIMES
During October, November, and December, we typically experience an influx of orders that may cause delivery delays. You may place your order, and we will confirm our best delivery date within 2 days. If the delivery date does not suit you, we can refund the delivery, and you can pick up your order yourself or arrange alternative transport.
END-OF-YEAR CLOSURE PERIOD
Please note that we do not process orders during our end-of-year closure period.
PICK UP "DIRECTLY FROM A LOCAL LOCATION" OPTION
After placing your order through our online store, you may pick it up directly from a nearby location within 48 hours if it's in stock. Please note each order has a $26.95 pick up fee. Once your order is processed and entered, we'll send you a text or email with all the pickup details, including a pickup number. Please note that the pickup location may be determined by the product type and stock availability.
Pickup is available from our Dandenong South warehouse.
Our loading areas can accommodate vehicles with trailers right up to B-double trucks. Please lift the materials safely and lift smart!
CORRECT QUANTITIES & ITEMS
We follow strict packing procedures to ensure the correctness of the items and quantities in your order. Orders are checked at the time of packing and again at the time of delivery. Wrong orders are rare, but if we ever shortchange you, please let us know within 48 hours. We'll check our packing and delivery documents and photos, and any verified mistakes in supply will be rectified at our expense as soon as possible. Please note that we don't accept claims after 48 hours, and we don't accept claims for goods that have been lost, stolen, or damaged after our delivery.
DAMAGE OR DEFECTS
Our products are packed extremely well to protect them from damage during transport. We check orders for damage at the time of packing and again at the time of delivery. In the event that you ever receive damaged or defective product (excluding minor paintwork scratches), please let us know within 48 hours, and we'll replace it at our expense. Please note that we're not responsible for any damage or loss of goods that may occur after your order is delivered, damage that may occur due to incorrect handling or unpacking of the product, or damage due to goods not being stored properly. To make a claim that you have received damaged goods, you must notify us within 48 hours. Only damaged parts will be replaced. For minor paintwork scratches, please send a photo to sales@gorillawall.melbourne, and we'll mail you touch-up paint.
RETURNS AND REFUNDS
We only sell quality products from Australian companies and don't expect that you'll ever need to use this returns policy. However, if any of our products are proven to be faulty or defective, you may return them for a replacement or refund at our discretion. You can also return goods if they didn't match our product description. Please don't return goods without first contacting us and confirming that you have a valid reason for returning them. We may need to inspect the goods.