Ordering & Shipping FAQs
Ordering Online & Instore FAQ's
- Is everything on your website in stock?
Our website shows most items available to us from our suppliers. Whilst we cannot physically stock everything, we try to make ordering from us easy by tagging items with their availability. Items are either 1. Physically in stock at our store and ready to ship within 48hrs 2. In stock at our supplier warehouse and can ship to you directly within 48hrs 3. In stock at our supplier warehouse and can be ordered to our store (and then shipped out to you if required - generally within 5 - 7 days) or 4. Out of stock. Note - not all suppliers provide their stock on hand to us, so please contact us even if the website shows out of stock. We can then confirm if the supplier has stock or not, and if not, the ETA of the next available stock arriving.
Other items not shown may be available to backorder from our suppliers. Contact us if you are looking for something else from any of the brands shown on our website.
- How often is your website updated?
Our site is updated multiple times a week. New items are added as soon as they become available to us. Whilst we endeavour to make sure our store is up-to-date with the latest stock levels, we cannot guarantee that all items are available at the time of purchase. Sometimes products sell out before the website can be corrected. We will contact you to see if we can source an alternative on the rare occassion that this does happen.
- I've seen a better price, will you match it?
Yes, we will! Conditions apply. See our price match policy here.
- How can I find what I'm looking for?
Use the simple category menus at the top to narrow down your search. Once inside the sub-categories, you can use the filters to further narrow your selections. For example, a basic filter would be price range or brand, but you can also get more specific such as left-handed vs right-handed, body shape, series, number of strings etc. This should help you find what you want, without scrolling through pages of products.
Products with variations may also be combined together. For example, a Fender Stratocaster will only have one product card which may contain many different colour variations, different fretboard options and even left-handed versions. By combining them into one listing, this makes it easy to see all available options for that product. It also means the website doesn't get clogged with pages and pages of products which is time consuming to look through.
- I can't find what I'm looking for. Can you get it in for me?
We can certanly try! We obviously can't stock every brand but we have an extensive network of suppliers. Even if it's not advertised on our website, we may still be able to order it for you. Note - special orders are unable to be returned under our 14 day returns policy for change of mind. See here.
- I'm not happy with my purchase. What can I do?
We understand it can be difficult to purchase musical instruments online, as their characteristics can be very individual. That's why we offer a 14 day returns policy. Check here for the full conditions.
- My product is faulty. What do I do?
Please check our returns policy here for warranty and returns information.
- What payment types do you accept?
We accept major credit cards - Visa, Mastercard & Amex. We also accept payments via Paypal. If you would prefer to delay your payments, we offer both Afterpay & Studio 19 rentals. Afterpay allows you to take the item immediately and pay it off like a lay-by. See here for more details. Studio 19 allows you to rent your instrument for a minimum period (6mths or 12mths) after which you can either keep renting, return it, or even choose to purchase it. Visit the Studio 19 website here for more details.
- Do you take trade-ins?
Yes, we have a second hand dealers licence and often sell used and vintage items. If you wish to trade an item as part payment toward your new purchase, please get in contact with us. You can find more details about our trade-in policy here.
- Can you sell my instrument for me?
Yes, we may be able to take your item and sell it on consignment for you. We review consignment products on a case by case basis. Get in contact and let us know what you want to sell. Please understand we are a retail business and we need to mark up your instrument. Upon coming to an agreement on a fair selling price, we will take a 20% commission. Please see our trade-in and consignment policy here.
- Do I need to create an account to order?
No you don't, but you miss out on some added benefits. Having an account allows you to sign in and check up on your order status, track order shipments, get a return authorization & keep wishlists. You can also review old orders and reprint invoices - handy come tax time! Finally, we have sales promotions that are only available to account/newsletter signups, so it can definitely save you money too.
- How much is my shipping going to cost?
Your shipping can be calculated on each product page by clicking on the "calculate shipping" tab, and also during checkout. Orders above $100 ship for free to most metropolitan locations in SA, VIC, ACT, NSW & QLD. Our Free Shipping offer excludes large items (over 20kg cubic weight or longer than our freight providers cut-off) and remote postcodes. Remote destinations are as determined by our freight provider. Please enter your postcode in the shipping calculator to see if you qualify for free shipping.
- Do you ship internationally?
No, we do not. We will ship only within Australia.
- How soon will I receive my item?
Items available in stock will ship within 24-48 hours from our store in Brisbane. Items in stock at our suppliers will generally ship from our store within 5-7 days. To speed up delivery, some items may ship directly from our suppliers to you, in which case you will receive them sooner. Orders are delivered by road freight and generally arrive between 2-7 days after these estimated shipping times, depending on location. Remote destinations may take longer. You can always track your order via the account login on our website, or through the tracking link given to you after ordering.
- What if I'm not home when the courier attempts delivery?
Generally, the courier will leave a card outlining details to re-attempt delivery or pickup from the depot. Additional fees will apply for re-delivery. For this reason, we recommend using a business/work address or similar where someone is always available to sign. Your item will not be left without a signature. Unfortunately, we are unable to specify a preferred delivery time & date to the courier. However, we will contact you prior to shipping so that we can send your item at the most convenient time.
- My box has arrived damaged. What should I do?
By signing for the delivery, you are stating that all boxes have arrived in good condition. Do not sign for the delivery if you suspect your item is damaged. Please check over the boxes carefully for obvious signs of mistreatment, before signing. If there is damage, note that to the courier driver and contact us so we can follow up. It may be necessary to check inside the boxes to see if the damage is superficial (box/packaging only) or if the product has been affected. Do this while the courier driver is still with you so they can confirm the damage. It's not uncommon to have minor scrapes & tears on boxes, but the product inside is fine.
- I am returning my product due to change of mind under your 14 day return policy. How do I ship it back?
You can either arrange your own insured shipping carrier, or we can arrange the shipping for you. If you use our shipping carrier, we will deduct any shipping charges from your refund. Our preference is for you to use our carrier. If you return using your own shipping, you will be solely liable for any theft, damage or otherwise that may occur. Anything being returned under our returns policy, must also meet the conditions of the policy, or they will be returned to you at your expense. See the conditions here.