Shipping & Returns

FREE SHIPPING AUSTRALIA WIDE!

Guitar Strings Online offers Free Standard Shipping on all orders to NSW, ACT, VIC, QLD, TAS, SA and WA metropolitan areas and surrounding postcodes.

Shipping charges for bulky items, and to remote locations including NT, Central and Far North QLD and TAS will be displayed in the cart during checkout.

EXPRESS SHIPPING - WHEN YOU NEED IT FAST!

When you need it fast, we offer Express Shipping on most items on our website. Australia Post are our preferred carriers for Express delivery. Additional charges apply. Express Shipping will be offered as an option at checkout.

FREE TRANSIT PROTECTION COVER FOR ALL PRODUCTS!

We work hard to ensure all orders are carefully inspected and packaged to minimise the risk of damage in transit, but on rare occasions things can still go wrong.

On those rare occasions, if you find the goods you ordered are damaged on arrival, we’ve got you covered with our Free Transit Protection.

Simply contact us via phone or email and we will work with you to determine the best possible solution for you which may include:

  • Replacement of the damaged product (if a replacement is available)
  • Return it for a free repair (under manufacturer's warranty or by our experienced technicians)
  • An agreed discount or a full refund.

Please note:

If you re-direct your shipment to use Australia’ Post’s ‘Safe Drop’ service, or any courier’s ‘Authority to Leave' you are solely reliable for the goods from that point on, and are no longer Transit Covered.

MAKING SURE YOUR ORDER DOESN’T GO ASTRAY!

To ensure your order reaches you fast and hassle free provide a valid delivery address where someone will be home to sign for it as couriers typically don’t leave goods unattended.

We recommend having orders sent to a business address where there will always be someone there to sign for deliveries during business hours. If we ship to a business address then please make sure you give us the full business name.

If we ship to your home address and nobody is there to sign for it, you may to have pay a redelivery fee to the courier. And if the courier delivery fails a second time, it may get sent back to us and we will charge you a redelivery fee to send it again (even if it was shipped free the first time).

We can deliver items that aren't too big to PO Boxes and Parcel Collect Agents. If the product you order is is too big, we will contact you for a street address instead.

HOW LONG WILL IT TAKE TO GET MY ORDER?

We ship most orders for In Stock items within 1 - 2 business days (Monday - Friday) of receiving your order.

Orders with Standard Shipping are usually delivered within 2 - 6 business days, or longer for remote locations.

Orders which are sent EXPRESS will usually be delivered within 1-3 business days for most east coast metro areas and 3-7 days for other areas. For some remote areas such as remote WA, North / Central QLD, Regional SA or Regional TAS Express shipping delivery times may be the same as standard shipping which may be up to 14 days.

We are unable to guarantee exact delivery times as we are not in control of the delivery process once your order leaves our warehouse.

Please take note of the stock availability status displayed on the product page for the items you order.

When more than one item is ordered, items may not arrive simultaneously. There will be no additional freight charge to you in this instance unless the items are shipped separately at your request.

WHERE’S MY STUFF? TRACKING YOUR ORDER!

We will email your order tracking details with the selected courier as soon as your order is shipped.

Contacting the courier company directly is the quickest way to get up-to-date information on the delivery status of your order.

To avoid redelivery fees you should contact the courier directly if you notice any failed delivery attempts when you are checking the tracking details.

If you missed a courier delivery it may be held at a local post office or couriers agent, such as a general store or newsagent, where you can collect it. You will need to provide your tracking number and photo ID to collect your order.

30 DAY GUARANTEE!

If you aren’t satisfied with your purchase for any reason then you can return it for your choice of a refund, credit or exchange. But it is important you follow the returns process below and are aware that there are a few exceptions - as explained below.

WHAT IF I RECEIVE A DEFECTIVE PRODUCT?

If you think you’ve received a defective product, please call us on 1300 375 078 and our Sales Support team will help you. Often we can help diagnose and fix problems over the phone.

If the product failed under warranty within 30 days of purchase, then we will cover shipping costs within Australia to replace the item for you.  

RETURNS PROCESS!

To return a product you must first contact us within 30 days of receiving your item to request a Return Authorisation (RA) Number. 

You must ensure that your goods are returned:

  • In as new condition complete with all original packaging
  • With all accessories, manuals, literature and unused warranty cards
  • With seals fully intact (if originally supplied in a sealed box)
  • With our RA Number printed clearly on the return shipping label
  • Using a trackable shipping method such as Australia Post eParcel
  • Carefully packaged and shipped back to us at: Guitar Strings Online, 6 Enid St, Armidale, NSW, 2350.
  • Or of course you can bring the product back to our store yourself

We reserve the right to charge a restocking fee of up to 25% of the original selling price if your return does not meet any of these conditions.

EXCEPTIONS!

Some items cannot be returned for health and hygiene reasons, or because they require a unique registration code and cannot be re-used or re-sold. Specific examples of non-returnable items include:

  • Special and customised orders
  • Discontinued, run out sale items, items specifically marked as Open Box, Demo, Second hand, B-Stock or 'scratch and dent' stock or any other item specifically marked as no returns.
  • Warranty claims/returns (outside of our 30 Day Period) are NOT covered for shipping - customer pays shipping back to us or the supplier for warranty claims.

Our Money Back Guarantee and Returns Policy is not an unlimited "try before you buy" offer and we reserve the right to reject returns from individuals that have a history of repeated returns or abuse of this policy.

If you have any questions about our returns policy please contact us on 1300 375 078.

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