What to expect from us, after the sale.
A small company can offer service a big one can't — because the phone rings to the person who made the product. Here's how we handle the things that come up.
Getting in touch
The fastest route is the workshop line — (03) 9023-4881 — answered between 8:30am and 5:00pm Melbourne time. Outside hours, email hello@delivereze.org and you'll get a reply within one business day.
For order status, please have your order number ready (it's on your purchase confirmation email, usually in the format DE-XXXXX).
Order changes & cancellations
Powder-coat colour, lock type, and quantity can all be changed up to 48 hours after you place an order, while the unit is still in the queue. After that, we may have already cut and started coating, in which case changes are on a case-by-case basis.
For cancellations: full refund if requested before production starts; 80% refund if production has started but the unit hasn't shipped; standard returns policy applies once it's left the workshop.
Damaged on arrival
It happens — couriers are couriers. If the box arrives with crush damage, surface dents, or any clear freight handling damage, take photos before unwrapping further and call us the same day. We'll arrange a replacement and a pickup of the damaged unit. No paperwork drama.
Warranty claims
We back the structure for five years and the powder coat for two. If a hinge fails, a weld cracks, or the lock seizes within those windows, send us photos and your order number. In most cases we'll send a replacement part the same week. Major failures — full unit replacement.
What's not covered: cosmetic scratches from installation, intentional damage, modifications you've made yourself, or damage from third-party paint stripping.
Aftercare
316 stainless doesn't need much. An occasional wipe with a soft cloth and a stainless-friendly cleaner is enough. Avoid abrasive scourers — they'll mark the brushed finish. Powder coat is robust but not bulletproof — pressure washers at close range can cause issues.
Spare parts
Locks, keys, hinges, and badges are all available as standalone spares. Many fit older models going back to 2014. Email us with your purchase year and we'll find what you need.
Ready when you are.
Free shipping across Victoria.
Order online or call the workshop directly. We'll talk you through which model suits your wall, fence, or driveway.