To avoid any delays over Christmas, we are recommending for all orders to be finalised and shipped before December 5th. For smaller items like pedals and accessories, we highly recommend that you select the express option at checkout to avoid any possible delays. If you're unsure about whether you will receive an item before Christmas just give us a call and we will do our best to help!
We deliver world-wide using a network of couriers. Our aim is to ship you products quickly, safely and affordably. We are often able to offer you a number of different services to suit your situation.
The shipping prices as quoted on our website is a best estimate - we do our best to present the most accurate price to your area and only charge actual shipping costs. If the actual shipping cost to your location varies by 10% or more (common with some regional areas), you will be notified and your order updated accordingly.
- Which Couriers do you use?
For almost all domestic deliveries we use TNT or Toll. They offer the quickest delivery times and in our experience their tracking is the best too. In instances where these couriers are not available we will contact you and advise an ETA. For smaller items like pedals and accessories we use Australia Post.
For international deliveries we use DHL. Again, they offer the fastest service and excellent customer service too.
- Why don’t you offer free shipping on all items?
We want to be able to offer you the best service possible when it comes to shipping and when it comes to sending things to the eastern states, the cheapest service isn't always the best option. We want you to get the fastest shipping possible with full insurance and full tracking, so thats why we choose the best courier services available to us. This means that for certain items we unfortunately cant offer free shipping, but where we can offer free shipping - we do! In those instances that we can't offer free shipping, we subsidise the cost of freight so that you only pay a portion of the cost involved and that means you have the most efficient and stress free delivery service available.
- ITEM PACKAGING: How will my item be packaged?
We package all items securely for shipping, inside a shipping carton with protective material. In some cases, we may not use the factory shipping carton and it may be blank, or from another manufacturer in order for safest transport. This may be due to the factory shipping carton not being suitable to transport due to its general rigidity, prior wear from shipping to us, or of course if the item is pre-owned.
- TRACKING ETA: My item did not arrive on the day listed on the tracking ETA. What do I do? Is my item lost?
Sometimes your item may not make it to you on the estimated delivery date. The item is generally close to delivery and will be delivered within a few days at most. We do find this is a cause of concern for some customers, however we find that in nearly all cases the item is delivered shortly after. Keep an eye on your tracking information - the tracking will show ‘out for delivery’ when your item is onboard with a driver for delivery to you.
- TRACKING UPDATES: There has not been any tracking updates on my order since being received at the Perth depot, is there a problem?
There may not be any tracking updates for some time once the item is processed at Perth. At this stage the parcel is generally on the ‘long’ part of the journey (aka Perth to the Eastern States). You will start to see numerous tracking updates once the parcel reaches it’s first scan point at the next deposit, usually a few days later.
- INSURANCE: Is my item insured against loss or damage?
If your item arrives damaged, although it is disappointing, there is no need to worry. Though we take every precaution when packaging your items, we are sometimes at the mercy of the couriers. Take some pictures of the item and also the box/packaging and send them through to us via email. We will advise the best course of action from there, whether it be arranging a repair locally or arranging a return and replacing the item. We try to make this process as easy as possible, so rest assured that when buying online we won’t leave you in the lurch and we will always strive to make sure that you are 100% satisfied.
If you have been checking your tracking and it is well past the estimated delivery time and you suspect your parcel is missing please contact us and we will make the appropriate enquiries for you. An item actually going missing is an exceptionally rare circumstance and it almost always shows up at some point.
- RETURN SHIPPING: I need to return my item, what do I do?
No problem! With larger items like guitars and amps, just pop them back in their box with all the packaging that they were sent with and we will send you some return labels to attach to the box and organise a courier to pick up the package. With smaller items like pedals and accessories, the best way to return them is via a satchel from Australia Post you can choose regular post or express post just package them as best as you can so that it arrives safely back to us.
- WARRANTY: I had my item shipped to me but I have a warranty problem, what can I do?
Just get in contact with us and we will organise all warranty claims for you. Warranty claims vary depending on each manufacturer and their varying policies. If the manufacturer has a repairer in your area then we can arrange for you to have the claim assessed locally. If not, then we will have the item returned to us. Again, we try to make this process as easy for you as possible and always try our best to replace items as quickly as we can (where possible) or organise for the best possible repairer local to you.
Delivery Times for each service.
- Aus Post Regular - 5-7 business days, full tracking
- Aus Post Express - 1-2 business days, full tracking (recommended service)
- Free Shipping (Couriers Please) - 5-10 business days, limited tracking
- Road Express Shipping - 3-5 business days for metro areas, 4-6 days for regional (recommended)
**see ETA on courier tracking sites
**ETA’s subject to change, COVID etc
If goods are delivered and no one is home to collect - the item will be taken to the nearest Depot or Australia Post Outlet for collection by you, or a re-delivery will be arranged.
We want you to be happy with your purchase! If you are not 100% satisfied you are able to return your purchase for a store credit against another item. Just notify us within 48 hours, and return the item to us within 7 days. Refunds on goods purchased will only apply on defective items, and store credit offered in other cases (we are unable to offer a refund if you simply change your mind).
To be eligible for return, the product must:
All international sales are final unless otherwise arranged. Any international return is subject to a $100 re-entry fee (from Australian Customs, not us!) which will be deducted from any potential refund.
In the event that a refund is offered for a lay-by cancellation or agreed return, a 10% restocking fee will apply (10% of the total order value, up to but not exceeding $300). Custom orders are non-cancellable and non-refundable. Please see the LAY-BY INFORMATION page for more information on Lay-by's.
All returned orders placed using AFTERPAY or ZIP are subject to a 10% restocking fee.
PAYPAL ORDERS: Paypal no longer refunds fees paid by us (the seller) for receiving payments. This fee is around 3%. For example, if you buy a $2000 guitar from us, and pay using Paypal, we only receive approximately $1940 (Paypal takes $60 in fees). If you change your mind and ask for a refund, you will receive $1940 back (as Paypal keeps the $60, despite the payment being refunded). Before you ask, yes, we have raised this issue with Paypal!
If you have questions about the return process you can call us at (08) 9371 8822 or email to firstname.lastname@example.org. To return a product, simply contact us and we will process the return.
Please pack carefully and use a shipping box for packing your return unless returning by hand. You may choose any shipping service you like to return the package to us, and you will cover the cost to ship the item back to us. We cannot accept liability for items lost by a courier company during a return. We strongly recommend some sort of tracking or delivery confirmation and insurance.
762 Beaufort Street
Mount Lawley 6050