Shipping & Returns

SHIPPING

We offer AUSTRALIA-WIDE SHIPPING and FREE IN-STORE PICK UP options. To ship, we use a range of couriers and shipping charges are automatically calculated at checkout depending on your location and the size of your order, starting from as low as $5. If you believe there is an error in your shipping charge and it is too high, feel free to contact us before completing checkout – we may be able to offer a lower rate.

Couriers require a signature on delivery. If no one is home to receive and sign for your order when it arrives, the courier will leave a card with redelivery and/or pickup instructions.

Couriers do not deliver to PO Boxes, so if you require your order to be shipped to a PO Box, please let us know and we can arrange shipping with Australia Post. These orders must fit within size restrictions – large & bulky items cannot be shipped with Australia Post.

We reuse packaging wherever possible, therefore your product(s) may not arrive in their original shipping cartons. So don't panic if that Epiphone guitar you ordered arrives in a Squier box!

 

Dispatch

If your order is being shipped, it will be dispatched from our retail store in Annandale, NSW, 2038. We endeavour to get all orders shipped same or next business day, however please allow up to 3 business days for your order to be dispatched.

 

Tracking

Once your order has been dispatched, you will receive an email with tracking information so you can stay updated on your order’s journey to you.

 

Shipping Delays

Once your order has left our store, it is no longer in our hands and we cannot be held responsible for any shipping delays. Please allow for shipping delays, particularly during busy times such as holidays.

 

Damaged in Transit

Please check your package thoroughly before signing for it, and do not sign if you suspect that it is damaged, as signing for a delivery means you have received it in good order and any damage is no longer the courier’s responsibility. Contact us immediately if your order arrives damaged.

 

In-Store Pickup

You can pick up your order from our retail store at 141 Parramatta Road, Annandale, NSW, 2038. Please allow time for us to prepare your order before collection – we will send you an email when it is ready for pickup. Valid ID and order confirmation email must be presented upon collecting your order.

 

International Shipping

We currently only provide international shipping for second-hand instruments (marked “Pre-Loved”). Please contact us if you would like an international shipping quote. Any import duty, taxes, fees etc. are the responsibility of the buyer. Please be aware of your country’s import duty and/or restrictions before purchasing.

We do not under any circumstances undervalue the purchase price of the instrument on customs forms.

Please note that guitars that have rosewood components will have a shipping delay after payment as we must obtain a CITES certificate for them to be able to be imported/exported due to strict CITES restrictions on rosewood.

 

RETURNS

Return Policy

Please consider your order carefully before purchasing, as we do not provide refunds for change of mind. However, we do offer exchanges or store credit on new products.

Product(s) must be returned to us within 10 business days and must be in undamaged, as-new condition with all original packaging and accessories. You can return in-store or via post. Return shipping costs are the responsibility of the customer. The original receipt (if purchased in-store) or order confirmation email (if purchased online) must be presented at the time of return as proof of purchase.

Certain items are ineligible for returns due to health reasons. These include earphones and earplugs, and instruments such as harmonicas, recorders, kazoos etc.

If your product is damaged or defective due to manufacture fault or is significantly different from what was described, you are entitled to a repair, replacement or refund.

Products marked “Pre-Loved” or “Demo” are exempt from the return policy and can only be returned if the product arrives faulty or is significantly different than what was described.

If you have any questions, or wish to start a return, please contact us.

 

Store Credit

If you opt to return a product or products for store credit, please note that store credit cannot be used on the online checkout. You can use your store credit in-store, or we can organise a new purchase using your store credit via phone or email. Store credit is valid for 12 months.