Delivery & Returns Policy
We aim to deliver all orders within 3 to 15 working days (Monday to Friday) after your order is received. ( 5-10 days is the average delivery time). These times exclude our end of year closure period and delivery times - see below. If we cannot achieve our delivery time frame, we will notify you asap. If we ever fail to deliver in a reasonable time frame you may cancel your order and receive a full refund - see further details under ‘cancelled and changed orders’ section.
Our direct delivery zones are in the following city locations: Melbourne (Dandenong)
END OF YEAR DELAYED DELIVERY TIMES:
Every year we experience an influx of orders which may create delayed delivery times during October, November and December. Please go ahead and place your order. We will advise and confirm our best delivery date within 2 days, and if it doesn't suit, we can refund the delivery difference. You may then pick up your self or arrange alternative transport.
END OF YEAR CLOSURE PERIOD:
PLEASE NOTE: NO ORDERS WILL BE PROCESSED DURING OUR END OF YEAR CLOSURE PERIOD.
PICK UP 'DIRECTLY FROM A LOCAL LOCATION' OPTION:
After your order is placed via our online store, you may pick up directly from a local location within 48 hours (if in stock). Once your order is processed and entered, we will send you a text or email with all pickup details, including a pickup number.
Orders can be picked up directly from local locations Melbourne(Dandenong)
Please note: The pick up (in a particular city location) in some cases will be determined by product type and stock availability.
CORRECT QUANTITIES & ITEMS:
Gorilla Wall has strict packing procedures. All orders are checked at time of packing and double checked at time of delivery, to ensure correctness of items and quantities. Wrong orders are extremely rare. In the event that we should ever short change you, please advise us within 48 hours. We will check our packing & delivery documents and photos. Any verified mistakes in supply will be rectified as soon as possible at our expense. Please note: we do not accept claims after 48 hours and we will not accept claims for goods that have been lost, stolen or damaged after our delivery.
DAMAGE OR DEFECTS:
Gorilla Wall products are packed extremely well to protect from damage in transport. All orders are checked at time of packing for damage, and re-checked at time of delivery. In the event that you ever receive damaged or defective product (excluding minor paintwork scratches) please advise us within 48 hours and we replace at our expense. Please note: We will not be responsible for (1) any damage or loss of goods that may occur after your order is delivered (2) damage that may occur due to incorrect handling or unpacking of product (3) damage due to goods not being stored in a proper manner.
To make a claim that you have received damaged goods you must notify us within 48 hours. Only damaged parts will be replaced.
RETURNS AND REFUNDS:
Gorilla Wall only sells quality products from Australian Companies. We do not expect that you should ever need to use this returns policy… however in the unlikely event that any of our products are proven to be faulty or defective, you may return the goods for replacement or refund (at our discretion). Return of goods is also accepted if our goods did not match our product description. Do not return goods without first contacting us and we have confirmed that you have a valid reason to return your goods. (Photo evidence will need to be supplied or we may need to inspect the goods). Refunds may take up to 14 days to process. For a return to be accepted you must notify us within 30 days that you wish to return your product. Please note: We do not accept returns if you have simply changed your mind, found the product cheaper elsewhere, or decided you don't like or need the product. Refunds may take up to 21 days to process.
CANCELLED OR CHANGED ORDERS:
Orders cannot be changed, modified, or cancelled after checkout. There is only one exception; If your order cannot be delivered within a reasonable time, (approx 20 working days) we will offer you the option to cancel your order, with a full refund. This excludes any ‘custom made to order’ products that we may offer.
CORRESPONDENCE & CLAIMS:
For all delivery and returns issues please email us at firstname.lastname@example.org with your order number and details of your claim or concern. We will respond quickly to resolve any issue that you may have. For all claims you are required to supply photo evidence with a description and you will need to make the goods available for us to inspect.