Shipping and Returns

FREIGHT
You want your gear now and we want you happy. Most orders ship the same or next day. We strive to ship all orders within one business day, but some items may need a little more attention. For guitars and other large purchases such as amplifiers, please allow time for us to thoroughly inspect, setup and pack your gear.

Freight costs are provided by the respective logistics company and is calculated depending on size and weight of the order and the location of the destination. If you wish to discuss freight please contact us on 02 9817 2173 during business hours.

Most orders are dispatched from Gladesville, NSW using TNT Road Express, Australia Post or Couriers Please. Some items may be drop-shipped directly from the respective supplier in order to shorten delivery time - you will be notified if items are to be sent separately or if there will be a delay in shipping.

While we realise you are busting to get your gear, once it leaves our store it is in the courier’s hands. Please allow up to 2 days for set-up, packing and dispatch and 2-8 working days for delivery.

Couriers pick up from our store once a day, if an order is placed after a daily pick up, dispatch will roll over to the next business day. Orders are covered by transit insurance and we can provide you with a tracking number should you wish to check the status of your order yourself.

It is your responsibility to supply us with your correct shipping address and contact details. Items sent by courier must be signed for and delivered to a physical address NOT a P.O. Box and are only delivered during business hours, Monday to Friday - we therefore recommend you nominate a work address or similar. If no-one is present at the time of delivery your item will not be delivered and you may have to personally arrange a new delivery time. In this situation you may also be charged a re-delivery fee. This is out of Gladesville Guitar Factory’s hands and at the discretion of the courier company.

CLICK & COLLECT
After your purchase is confirmed, you will recieve a notification that your order is ready to be collected. Notifications will be received as an email.
Q. What do I need to bring when I collect my order?
A. You will need your order number and a copy of the order confirmation. You will need to present the credit card that was used to pay for the order. You may also need to present photo ID, for example drivers licence, passport, etc.
If somebody else is picking up your order we may need further security measures for example: your ID matching the credit card address. This may be supplied digitally. Contact us if you have special requirements regarding Click & Collect.

INTERNATIONAL ORDERS                                                                                    We are currently not shipping internationally.

FREE SHIPPING
Free shipping applies to orders placed within Australia over $599 excluding WA, NT and Tasmania, online orders only and only to products indicated. In order to qualify, orders must be placed directly on www.guitarfactory.net. To other states and territories we currently show live shipping rates based on location. We are working towards a flat rate to these locations. Products advertised online with free shipping do not equate to a discount instore. This is due to store costs such as receiving and displaying gear, speaking to sales staff personally for advice and the opportunity and time taken to test the gear before purchase.

ITEMS DAMAGED IN TRANSIT
Never sign for a package if you suspect it is damaged. Signing for an item means it has been received in good order, and any damage is no longer the courier's responsibility. Check that the box or packaging is intact and make sure you count the items - this number will be on the document or screen the courier is holding out for you to sign. (We do the same when gear arrives here.)

If your item is damaged, contact us immediately on 02 9817 2173 or Contact us. We’ll need all your details to help best so please provide your name, salesman concerned (if you know it), address, gear ordered and a description of the apparent damage. All items will be assessed by us on a case by case basis.

OUR RETURNS AND REFUNDS POLICY
Gladesville Guitar Factory will not refund or exchange an item if you simply change your mind. Please consider all purchases carefully. Return freight costs are to be paid by the customer, if you choose to return your order, we will deduct the cost of shipping from any refund. Returned items must be undamaged, unused and in as-new condition, in original packaging and with all accessories included, if applicable. You must keep your receipt as proof of purchase.

You are entitled to a refund or repair or replacement or credit if the products you have bought are faulty due to manufacturing defect and within the manufacturer’s warranty period or significantly different to those shown or described to you.
If items are found to be faulty as a result of abuse, mishandling or any sort of misuse they will not qualify for warranty repair or replacement.

Please contact us on 02 9817 2173 during business hours should you require information on returning items.